Operations Support Analyst
Req number:
R7997
Employment type:
Full time
Worksite flexibility:
Onsite
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
We are looking for a motivated Operations Support Analyst ready to take us to the next level! If you have deep knowledge of Medicaid assistance policy and case processing, CRU, CRC or similar functions and are looking for your next career move, apply now.
Job Description
We are looking for an Operations Support Analyst to support operations by maintaining policies, developing training, and ensuring accurate case processing and compliance. This position will be full-time contract and onsite in Newark, DE.
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)
Ensure SOPs reflect real-world workflows across CRU, CRC, and Help Desk functions
Monitor policy updates and assess operational impacts
Provide guidance on complex or ambiguous policy scenarios
Design and produce training materials including guides, job aids, and presentations
Deliver onboarding and ongoing training sessions
Identify knowledge gaps and address through targeted training
Maintain a centralized knowledge base of policies and best practices
Review and resolve client inquiries related to eligibility and case status
Handle escalated issues and ensure timely, accurate resolution
Document all actions in case comments and tracking systems
Coordinate with caseworkers or leadership when needed
Ensure clear communication back to stakeholders
Process client-reported changes such as income, household composition, and contact updates
Verify reported changes using system data and documentation
Ensure eligibility-impacting updates are accurately processed
Maintain detailed case documentation
Communicate outcomes to stakeholders
Lead communication with Help Desk for system-related issues
Submit and follow up on Helpdesk tickets
Ensure accurate re-entry of client information when required
Provide timely responses and documentation for reported issues
Review case records, benefits, and history prior to action
Ensure full documentation of all case activities
Update tracking tools and logs to reflect case outcomes
Identify trends in errors or delays and recommend improvements
Support escalated and complex Medicaid cases
Identify workflow improvements and efficiency opportunities
Assist leadership with new processes and policy implementation
Collaborate across operations, policy teams, and external stakeholders
What You'll Need
Required:
Deep knowledge of Medicaid/Medical Assistance policy and eligibility
Experience in case processing, CRU, CRC, or similar functions
Strong analytical and problem-solving skills
Experience developing and delivering training materials
High attention to detail and documentation accuracy
Ability to manage multiple priorities in a fast-paced environment
Strong written and verbal communication skills
Preferred:
Experience with Medicaid eligibility systems
Experience handling escalations or Fair Hearing-related cases
Background in complex eligibility scenarios
Process improvement or quality assurance experience
Physical Demands
Ability to safely and successfully perform essential job functions consistent with ADA 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 perform repetitive tasks using a computer, mouse, and keyboard
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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 [email protected] 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 - $28 per hour
The 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.
