Operations Support Analyst

CAI•Newark, DE

5d•$26 - $28•Onsite

About The Position

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. 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.

Requirements

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

Nice To Haves

Experience with Medicaid eligibility systems
Experience handling escalations or Fair Hearing-related cases
Background in complex eligibility scenarios
Process improvement or quality assurance experience

Responsibilities

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