{"id":4205044,"url":"https://alion.io/job/cai-operations-support-analyst","title":"Operations Support Analyst","company":{"id":1819291,"name":"CAI","domain":"cai.io","url":"https://alion.io/company/cai-io","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":84,"open_postings":31,"ghost_share":0,"stale_share":0.839,"repost_share":0,"time_to_fill_p50_days":12,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":26,"max":null,"currency":"USD","period":"hour","gross":null,"usd_annual":52000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-12T23:24:05Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-12T23:24:05Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Operations Support AnalystReq number:\nR8953Employment type:\nFull timeWorksite flexibility:\nOnsiteWho we are\nCAI 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.\nJob Summary\nAs 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\nWe are seeking anOperations 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.\nOnly candidates with work authorization that does not require sponsorship now or in the future will be considered.\nWhat You'll Do\nServe as the primary expert in Delaware Medicaid policy, eligibility rules, and case management procedures\nDevelop, review, and update Standard Operating Procedures (SOPs) to reflect policy changes and operational improvements\nEnsure SOPs accurately reflect operational workflows across CRU, CRC, and Help Desk functions\nMonitor policy updates and assess operational impact across teams\nProvide guidance and clarification to staff on complex or ambiguous policy scenarios\nDesign and develop training materials including guides, job aids, presentations, and SOPs for Medicaid operations staff\nDeliver onboarding and ongoing training to ensure consistent application of policy and procedures\nIdentify knowledge gaps through case trends, errors, and escalations and address them through targeted training initiatives\nMaintain a centralized knowledge base of policies, procedures, and best practices\nReview and resolve client inquiries related to case determinations, case status, and eligibility concerns\nInvestigate and respond to escalated issues, ensuring timely and accurate resolution\nDocument all actions thoroughly in case comments and tracking systems\nCoordinate responses with prior caseworkers or leadership when necessary, including recent determinations and Fair Hearing-related matters\nEnsure communication with CRU stakeholders is clear, accurate, and complete\nProcess client-reported changes including household composition, income, and contact information updates\nVerify reported changes through appropriate systems and supporting documentation\nEnsure updates affecting eligibility are accurately confirmed and processed\nMaintain detailed documentation of all actions taken within case records\nCommunicate outcomes and actions to CRC stakeholders\nLead communication with the Help Desk regarding technical issues, including duplicate case or MCI numbers, by submitting and tracking Help Desk tickets\nEnsure accurate re-entry of client information when resolving system-related issues\nDocument updates and provide timely responses to Help Desk inquiries affecting staff members\nReview case records, benefits, and case history before taking action to ensure accuracy and compliance\nEnsure all case activity is fully documented, including calls, correspondence, and eligibility changes\nUpdate tracking tools and case logs to reflect actions taken and case outcomes\nIdentify trends in errors, escalations, and processing delays and recommend process improvements\nServe as a resource for escalated and complex Medicaid cases\nIdentify opportunities to streamline workflows and improve operational efficiency\nSupport leadership with the implementation of new processes, tools, and policy updates\nCollaborate with operations teams, policy teams, and external stakeholders to support program objectives\nWhat You'll Need\nRequired:\nDeep knowledge of Medicaid or Medical Assistance policy and eligibility requirements, preferably within Delaware\nExperience with case processing, CRU, CRC, or similar customer support functions\nStrong analytical and problem-solving skills\nExperience creating training materials and delivering training sessions\nExceptional attention to detail and commitment to documentation standards\nAbility to manage multiple priorities and respond effectively to time-sensitive requests\nStrong written and verbal communication skills\nPreferred:\nExperience working with Medicaid eligibility systems\nExperience handling escalated cases, Fair Hearing-related cases, or complex eligibility situations\nProcess improvement or quality assurance experience\nPhysical Demands\nAbility to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards\nSedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.\nAbility to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor\nReasonable accommodation statement\nIf 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  (888) 824 - 8111.\nEEO Statement\nIt 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.\nEmployees 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.\n$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.","description_format":"text","description_chars":8040,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"phd","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Managed IT Services (MSP)","IT Staffing & Staff Augmentation"],"lifecycle":[{"event":"open","at":"2026-11-12T23:24:05Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":0,"green_card_filings_12m":0,"median_offered_wage_usd":167500,"route":null,"cap_exempt":false,"checked_at":"2026-11-12T07:36:15+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":12,"reasons":["conf:3","win:early","comp:brand"],"computed_at":"2026-11-13T03:06:32Z"},"pay":{"stated_usd_annual":52000,"is_top_pay":false},"html_url":"https://alion.io/job/cai-operations-support-analyst","json_url":"https://alion.io/job/cai-operations-support-analyst.json","meta":{"generated_at":"2026-11-13T03:06:32Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6535,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1819291},"rest":"https://alion.io/mcp/rest/get_company?id=1819291"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcai-operations-support-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcai-operations-support-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcai-operations-support-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cai-operations-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcai-operations-support-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4205044}},{"tool":"search_jobs","arguments":{"company":"cai.io","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4205044},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}