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.
Only candidates with work authorization that does not require sponsorship now or in the future will be considered.
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…