Escalation Support Analyst

Provider Enrollment Escalation Support Analyst, L11

Location: Remote

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent and innovation led company with 738,000 people serving clients in more than 120 countries.

Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Accenture Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients succeed and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners, and communities.

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.

Key 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.

• Ideal candidate will be located in the Austin, TX area