ENHD Support Analyst

ASM Research • Remote,

11d • Remote

About The Position

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.

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.

Requirements

• 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

Nice To Haves

• 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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level