Premium Assistance Investigation Analyst

Accenture; San Antonio (TX); On-site; USD 28,000 - 39,000; Full time

Job summary

Accenture is seeking a detail-oriented Premium Assistance Customer Service Associate to support participants in premium assistance programs. You will serve as the primary contact, review eligibility documents, resolve inquiries, and ensure accurate reimbursement processing in a fast-paced, metrics-driven environment.

The role emphasizes strong communication, critical thinking, and a commitment to positive customer experiences while helping members understand their benefits coverage.

Qualifications

• High School Diploma or GED required.
• 1 year of customer service and/or contact center experience preferred.
• 1 year of experience with Microsoft Office applications.
• Proficient data entry and computer skills.
• Able to work independently with accuracy and productivity.

Responsibilities

• Respond to incoming client calls and provide accurate information on benefits, eligibility, and reimbursement processes.
• Review paystubs, income records, and docs to determine monthly eligibility for reimbursements.
• Contact members to request missing information or clarify discrepancies affecting eligibility.
• Maintain professional relationships through effective verbal and written communication with clients, employers, and internal teams.
• Demonstrate multitasking, critical thinking, and problem-solving while managing priorities and deadlines.
• Meet or exceed daily productivity, quality, and service goals.
• Assist with onboarding and training new team members as needed.
• Observe professional standards and company policies.

Skills

Customer service

Microsoft Office

Data entry

Bilingual Spanish

Education

High School Diploma or GED

Tools

Case Management Software

Office Suite

Job description

Contractor Opportunity: Premium Assistance Customer Service Rep.

Location: Onsite - San Antonio, TX

Engagement Type: Contractor via Third-Party Supplier

Contracting Entity: Accenture

Supplier of Record: BCforward

Start Date: 11/14/2026

Duration: 12 Months with potential for extension

About the Role

We are seeking a detail-oriented and customer-focused Premium Assistance Customer Service Associate to support clients enrolled in premium assistance programs. In this role, you will serve as a primary point of contact for participants, providing exceptional customer service, reviewing eligibility documentation, resolving inquiries, and ensuring accurate reimbursement processing.

The ideal candidate brings strong communication skills, critical thinking abilities, and a commitment to delivering a positive customer experience while working in a fast-paced, metrics-driven environment. This position offers the opportunity to make a meaningful impact by helping members understand and maintain their benefits coverage.

This opportunity is open to individuals located in San Antonio, TX and/or surrounding areas.

Contractors will be engaged and paid by a third-party payroll supplier, BCforward, which will serve as the employer of record for tax and compliance purposes.

Key Responsibilities

Core Duties

• Respond to incoming client calls and provide accurate information regarding program benefits, eligibility requirements, and reimbursement processes.
• Review and evaluate paystubs, income records, and other supporting documentation to determine eligibility for monthly reimbursements.
• Contact members to request missing information, clarify discrepancies, or obtain valid documentation when changes impact eligibility.
• Build and maintain professional relationships through effective verbal and written communication with clients, employers, and internal team members.
• Demonstrate strong multitasking, critical thinking, and problem-solving skills while managing multiple priorities and deadlines.
• Meet or exceed daily productivity, quality, and service goals.
• Assist with onboarding and training new team members as needed.
• Maintain professional standards, including attendance, conduct, and adherence to company policies.

Deliverables or Project Scope

• Accurately process and document eligibility determinations and reimbursement-related activities.
• Ensure timely follow-up with members regarding documentation requirements and account updates.
• Maintain high levels of customer satisfaction through efficient issue resolution and professional service.
• Support operational goals by achieving daily performance metrics and quality standards.
• Contribute to team success through knowledge sharing and training support for new agents.

Collaboration Tools or Platforms

• Case Management Software for documentation review and case tracking
• Microsoft Office Suite for communication and collaboration, task reviews and updates
• Case management and documentation systems
• Telephone and communication systems for inbound and outbound client interactions

Qualifications

• High School Diploma or GED equivalent
• Minimum of 1 year experience in customer service and/or contact center
• Minimum of 1 year experience with Microsoft Office applications
• Proficient computer skills and data entry skills
• Ability to work independently with minimal supervision while maintaining accuracy and productivity.

Preferred Qualifications

• Strong problem-solving and analytical skills
• Demonstrated problem-solving and critical-thinking abilities.
• Experience managing workflows and handling high-volume workloads.
• Strong interpersonal and relationship-building skills.
• Experience reviewing documentation and making eligibility-related determinations.
• Prior experience assisting with training, mentoring, or coaching team members.
• Bilingual (Spanish) a plus

Additional Information / Requirements

• Must be comfortable handling confidential information and maintaining compliance with company policies
• Basic computer applications and data entry
• Observes professional standards of conduct, including attendance, professional behavior and dress code
• Develop and maintain professional business relationships through verbal and written communication with team members, employers, and HIPP clients.

Schedule / Operating Hours

• Monday through Friday
• 8-hour shift per day between the hours of 7:00 AM to 4:00 PM CST
• Voluntary Overtime may be available Monday through Saturday
• Ability to maintain confidentiality and handle sensitive client information appropriately.
• Must be dependable, professional, and committed to providing a high-quality customer experience.

Qualified candidates will be contacted by Accenture’s Direct Sourcing team for initial screening, then by BCforward for next steps.

Compliance Notes

This is a contractor role administered through a third-party payroll supplier. The supplier will determine compensation, benefits, and applicable employment policies. The contractor will not be eligible for employee benefits from Accenture.

The supplier will ensure compliance with applicable federal and state laws including ADA, FMLA, and local ordinances.

Contractors must have work authorization that does not now or in the future require sponsorship of a visa for work authorization in the United States.

Individuals currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Contractor candidates will not be obligated to disclose sealed or expunged records of conviction or arrest. A criminal conviction history is not an absolute bar to engagement with Accenture.

Accenture will not discriminate against individuals because they have inquired about, discussed, or disclosed their own pay or the pay of another individual. Those with access to compensation information as a part of their job functions may not disclose such information unless the disclosure is: In response to a formal complaint or charge, In furtherance of an investigation, proceeding, hearing, or action, or Consistent with Accenture’s legal duty to furnish information

California residents or those planning to work from Los Angeles County should review additional notifications here

Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the contractor engagement process.

Compensation Disclosure

Compensation for contractor roles supporting Accenture is determined by the contractor’s employer BCforward, and varies depending on factors such as location, role, skill set, and experience.

As required by law, below you’ll find the reasonable range of compensation BCforward expects to pay for this role as set forth below.

We anticipate this contractor role will be posted until 10/23/2026.

BCforward offers a market competitive suite of benefits including but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

See more information on our benefits by clicking here: https://www.bcforward.com/bcforward-benefits/

Location and Hourly Range

• California: $21.00 - $32.00
• Colorado: $20.00 - $28.00
• Connecticut: $21.00 - $30.00
• District of Columbia: $24.00 - $35.00
• Illinois: $20.00 - $29.00
• Maine: $19.00 - $27.00
• Maryland: $22.00 - $31.00
• Massachusetts: $23.00 - $33.00
• Minnesota: $20.00 - $28.00
• New Jersey: $22.00 - $31.00
• New York: $22.00 - $34.00
• Ohio: $18.00 - $26.00
• Virginia: $20.00 - $29.00
• Washington: $24.00 - $36.00

Drug-Free Workplace

Accenture maintains a drug-free workplace. Engaging in illegal activities, including drug abuse, may result in termination or other appropriate action.

The unlawful manufacture, sale, distribution, transfer, dispensation, possession, or use of controlled substances or marijuana in the workplace is strictly prohibited.

Equal Employment Opportunity Statement

Accenture believes that no one should be discriminated against because of their differences. All decisions regarding contractor engagement shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, or any other basis protected by applicable law.

Accenture’s commitment to diversity and inclusion extends to all individuals performing services on its behalf, including those engaged through third-party suppliers. For details, view a copy of the Accenture Equal Opportunity Statement.

Accenture is an EEO and affirmative action supporter of veterans and individuals with disabilities and is committed to providing veteran engagement opportunities.

Accenture is committed to fostering an inclusive environment and ensuring equal opportunity for individuals with disabilities or religious observances. If you are hired to perform services as a contractor for Accenture, you may request reasonable accommodations through the supplier, which will coordinate with Accenture as needed to support your ability to perform essential job functions.