Customer Service Representative - Bilingual Spanish - Livonia, MI

Part D Advisors (PDA) is a custom solutions provider that recovers lost funds and generates future savings in healthcare costs. With a breadth of experience in both Retiree Drug Subsidy (RDS) administration and Dependent Eligibility Verification audit (DEV/DEVA) services, we’ve collected more than $1 billion in subsidies for our RDS customers, and produced an average ROI of $28 to $1 for DEV clientele. In short, PDA reduces healthcare costs without reducing member benefits or raising premiums.

As part of Gallagher, a global leader in insurance, risk management, and consulting, you’ll be joining a team that’s passionate about helping individuals and organizations thrive.

The Bilingual Support Representative is responsible for providing high-quality support services by managing incoming telephone calls, emails, mailings, and other electronic communications from clients and their participants. This role requires professional and effective communication, particularly in both Spanish and English, and involves handling sensitive and confidential information with accuracy and discretion. The representative will also manage documentation using proprietary software and document management systems.

Position Details: 

• Pay: $17.50/hr
• Hours: Part-time hours 20-29/hrs a week 
• Schedule: Varying shifts - Open availability between 8am EST - 11pm EST
• On-Site: 17199 N Laurel Park Drive, Livonia, Michigan 
• Must be Bilingual Spanish 

• Demonstrate fluency in reading, writing, and speaking both Spanish and English.
• Respond promptly and professionally to incoming calls and participant inquiries using approved scripts and guidance; escalate complex or irate calls to senior staff as needed.
• Retrieve and respond to voicemail messages from survey participants, logging relevant information into the REV system.
• Conduct outbound calls to gather missing or unclear survey responses.
• Acquire and apply knowledge of client-specific eligibility rules and documentation requirements.
• Review and enter participant verification forms and REV portal responses, updating demographic information as needed.
• Efficiently scan and organize large volumes of paper documents, ensuring image clarity and proper grouping of participant responses.
• Assist with client mailings, including printing, stuffing, posting, mail merging, and preparing custom forms and postcards; identify and correct incomplete or inaccurate address information.
• Maintain strict confidentiality of all participant data and communications.
• Handle incoming calls from Spanish-speaking and other Latin American participants.
• Occasionally perform front desk reception duties, including greeting visitors.
• Perform additional duties as assigned or as business needs evolve.

Required:

• High school diploma
• Minimum of 1 year of customer service experience.
• Strong typing and basic computer skills. 
  Fluent in Spanish and English, with the ability to translate and accurately process bilingual survey information.
• Strong communication and customer service skills.
• Proficient in Microsoft Windows and Office Suite; comfortable learning and using various software applications.
• Capable of operating and maintaining basic office equipment, and reporting issues when necessary.
• Collaborative team player with flexibility to support various projects.
• Exceptional attention to detail and data entry accuracy.
• Ability to handle confidential information securely and professionally.
• Possess and demonstrate excellent data entry skills. Must be very attentive to details and exceptionally accurate.
• Must be able to handle confidential and sensitive information securely and appropriately.

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