Escalation Support Analyst

Accenture•Austin, TX

1d•Remote

About The Position

The Escalation Support Analyst is an entry‑level individual contributor responsible for the intake, triage, dispatching, and resolution of provider enrollment escalations. This role serves as the first point of contact for escalation support by reviewing incoming tickets, determining priority and routing, and resolving assigned cases in accordance with established policies, procedures, and service level agreements (SLAs). The position focuses on accuracy, timeliness, and quality while building foundational knowledge of provider enrollment escalation processes.

Requirements

Minimum 1 year of experience in provider enrollment of healthcare providers or 1 year of insurance experience.
High School Diploma or GED required.
Strong verbal and written communication skills.
Ability to follow documented processes and make accurate routing and prioritization decisions.
Strong attention to detail and organizational skills.
Basic analytical and problem-solving abilities.
Ability to manage multiple tasks and meet deadlines in a fast paced, deadline driven environment.
Proficiency with Microsoft Office or similar productivity tools.
Prior experience in ticketing, queue management, customer support, or operations support environment.
Exposure to healthcare, provider enrollment, insurance, or regulated environments.
Experience using case management or ticketing systems (e.g., ServiceNow, Phoenix, PPM, or similar tools).

Responsibilities

Serve as the initial intake point for provider enrollment escalations received through a ticketing system.
Review, triage, prioritize, and dispatch escalation tickets based on established criteria, urgency, and scope.
Resolve assigned provider enrollment escalations within defined SLAs using documented work instructions and processes.
Research provider enrollment records, documentation, and system data to identify issues and determine appropriate resolution steps.
Accurately categorize, route, and document escalation cases to ensure timely handling and proper workload distribution.
Communicate professionally with providers and internal partners to provide status updates, clarification, and resolution outcomes.
Identify cases that are complex, high-risk, or outside scope and escalate them to senior analysts or leadership as appropriate.
Document all actions, decisions, and resolutions clearly to ensure audit readiness and case traceability.
Adhere to quality, productivity, and compliance standards across all assigned work.
Maintain strict confidentiality of provider and sensitive information in accordance with HIPAA and company policies.
Participate in training and ongoing learning to build proficiency in provider enrollment systems, escalation workflows, and State requirements.
Perform other duties as assigned by leadership.