Assistance Investigation Analyst

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

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.

• 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.

• 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.

• 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

• 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.

• 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

• 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.

• 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,…