Case Processing Specialist II/ENHD Support Analyst

The Employer Notice Helpdesk (ENHD) at Accenture plays a vital role in supporting the Centers for Medicare & Medicaid Services (CMS) by triaging inbound calls from employers who receive notices related to their employees' health coverage through the Health Insurance Marketplace. Our team ensures that employers who receive a notice from the Federally Facilitated Marketplace (FFM) understand the required next steps and have clear guidance on how to file an appeal when needed.

As part of a broader team supporting the Federal Health Insurance Marketplace, we take great pride in delivering accurate, compassionate assistance to individuals and organizations across the country.

Accenture is seeking dedicated, detail-oriented professionals who are passionate about public service and eager to contribute to a high-impact program. If you are driven, adaptable, and committed to excellence, we invite you to join us in helping empower employers and strengthen the Marketplace experience for millions of Americans.

The ENHD Support Analyst is a key member of our fully remote team, responsible for managing inbound and outbound communications with employers who receive notices of employee enrollment in Marketplace coverage from CMS. In this role, Support Analysts assess requests, identify the information requested, and provide clear, accurate responses over the phone. They handle inbound calls, review voicemails, and conduct outreach as required.

Success in this position requires strong attention to detail, consistent accuracy, and a high level of professionalism in every interaction. Support Analysts document all communications in our CRM system, effectively organize and prioritize their workload, and recognize when situations require escalation based on established guidelines.

This role is well-suited for individuals with strong customer service skills and experience working with email, phone systems, spreadsheets, and CRM applications. As part of our program, Support Analysts play an essential role in delivering responsive, high-quality support to employers nationwide.

Key Responsibilities:

• Triage incoming call and provide accurate, actionable guidance to employers

• Deliver outstanding customer service through both live phone interactions and voicemail follow-up

• Manage inbound calls with professionalism and efficiency

• Validate employer requests, identifying any missing information and communicating needs clearly

• Apply established escalation criteria to route inquiries appropriately when standard guidance does not resolve the issue

• Build and maintain positive, professional relationships with employer points of contact

• Effectively manage and prioritize a high caseload, especially during surge periods

• Collaborate with ENHD colleagues and leadership to enhance processes and support continuous improvement

• Contribute to special projects and operational initiatives as needed

Required minimum qualifications:

• Bachelor's Degree or equivalent OR 4 years' relevant experience in lieu of degree.

• Experience in customer service.

• Experience analyzing data or working on a helpdesk.

• Must be a US Citizen

Candidates that do not meet the required qualifications will not be considered.

Preferred qualifications:

• Proficient in MS Office applications including Word, Excel, PowerPoint, and Outlook

• Experienced working effectively in a high-volume, team-oriented environment

• Thrives in a fast-paced, deadline-driven environment

• Strong written and oral communication skills

• Willingness to work occasional evenings or overtime as needed

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

20.00 - 23.00

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.