Operations Support Analyst

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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