Operations Support Analyst
Req number:
R8953
Employment type:
Full time
Worksite flexibility:
Onsite Who we are CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right - whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.
Job Summary As the Operations Support Analyst, you will be responsible for maintaining and updating standard operating procedures (SOPs), developing and delivering training, and serving as a lead resource for Customer Relations Unit (CRU), Change Report Center (CRC), and Help Desk functions.
Job Description
We are seeking an Operations Support Analyst for a full-time position supporting Delaware Medicaid operations that is fully onsite in Newark, DE. The Operations Support Analyst serves as a subject matter expert in Delaware Medical Assistance (Medicaid) policy, procedures, and operational workflows. This role is responsible for maintaining and updating standard operating procedures (SOPs), developing and delivering training, and serving as a lead resource for Customer Relations Unit (CRU), Change Report Center (CRC), and Help Desk functions. This individual will act as a bridge between policy, operations, and frontline staff, ensuring accurate case processing, regulatory compliance, and high-quality customer service for Medicaid clients.
What You'll Do
- Serve as the primary expert in Delaware Medicaid policy, eligibility rules, and case management procedures
- Develop, review, and update Standard Operating Procedures (SOPs) to reflect policy changes and operational improvements
- Ensure SOPs accurately reflect operational workflows across CRU, CRC, and Help Desk functions
- Monitor policy updates and assess operational impact across teams
- Provide guidance and clarification to staff on complex or ambiguous policy scenarios
- Design and develop training materials including guides, job aids, presentations, and SOPs for Medicaid operations staff
- Deliver onboarding and ongoing training to ensure consistent application of policy and procedures
- Identify knowledge gaps through case trends, errors, and escalations and address them through targeted training initiatives
- Maintain a centralized knowledge base of policies, procedures, and best practices
- Review and resolve client inquiries related to case determinations, case status, and eligibility concerns
- Investigate and respond to escalated issues, ensuring timely and accurate resolution
- Document all actions thoroughly in case comments and tracking systems
- Coordinate responses with prior caseworkers or leadership when necessary, including recent determinations and Fair Hearing-related matters
- Ensure communication with CRU stakeholders is clear, accurate, and complete
- Process client-reported changes including household composition, income, and contact information updates
- Verify reported changes through appropriate systems and supporting documentation
- Ensure updates affecting eligibility are accurately confirmed and processed
- Maintain detailed documentation of all actions taken within case records
- Communicate outcomes and actions to CRC stakeholders
- Lead communication with the Help Desk regarding technical issues, including duplicate case or MCI numbers, by submitting and tracking Help Desk tickets
- Ensure accurate re-entry of client information when resolving system-related issues
- Document updates and provide timely responses to Help Desk inquiries affecting staff members
- Review case records, benefits, and case history before taking action to ensure accuracy and compliance
- Ensure all case activity is fully documented, including calls, correspondence, and eligibility changes
- Update tracking tools and case logs to reflect actions taken and case outcomes
- Identify trends in errors, escalations, and processing delays and recommend process improvements
- Serve as a resource for escalated and complex Medicaid cases
- Identify opportunities to streamline workflows and improve operational efficiency
- Support leadership with the implementation of new processes, tools, and policy updates
- Collaborate with operations teams, policy teams, and external stakeholders to support program objectives
What You'll Need
Required:
- Deep knowledge of Medicaid or Medical Assistance policy and eligibility requirements, preferably within Delaware
- Experience with case processing, CRU, CRC, or similar customer support functions
- Strong analytical and problem-solving skills
- Experience creating training materials and delivering training sessions
- Exceptional attention to detail and commitment to documentation standards
- Ability to manage multiple priorities and respond effectively to time-sensitive requests
- Strong written and verbal communication skills
Preferred:
- Experience working with Medicaid eligibility systems
- Experience handling escalated cases, Fair Hearing-related cases, or complex eligibility situations
- Process improvement or quality assurance experience
Physical Demands
- Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
- Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
- Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor
Reasonable accommodation statement If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.
EEO Statement It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.
Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited. $26 per hourThe pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.
