Team Leader

Computer Aid; Delaware; On-site; USD 70,000 - 95,000; Full time

Job summary

CAI in Newark, DE is seeking a Team Leader to oversee the daily operations of Case Management Analysts supporting the Delaware Medicaid program in a fully onsite environment.

You will ensure accuracy, compliance with Federal and State requirements, and provide coaching. The role emphasizes workload management, policy guidance, and documenting procedures in accordance with CAI standards.

Qualifications

• Experience with Medicaid or Medical Assistance policy and eligibility
• Ability to review work for accuracy and provide clear feedback
• Proficiency with databases and spreadsheets
• Strong written and verbal communication skills
• Experience in leadership or supervisory roles are a plus
• Experience with Medicaid eligibility systems is preferred

Responsibilities

• Oversee team of Case Management Analysts and ensure tasks are completed efficiently
• Verify Medicaid applications are retrieved and distributed daily
• Review weekly audits and ensure cases are completed
• Monitor case progress and address overdue work
• Ensure proper documentation in eligibility systems
• Ensure compliance with Federal/State laws and Medicaid rules
• Provide guidance on Medicaid policy and procedures
• Create and maintain training materials and deliver onboarding

Skills

Medicaid policy knowledge

Analytical and problem solving

Microsoft Office Suite

Written and verbal communication

Experience as Management Analyst or in

Multitasking and prioritization

Education

High school diploma or equivalent

Job description

Team Leader

Req number: R8860

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 Team Leader, you will be responsible for the daily oversight of the Case Management Analysts supporting the Delaware Medical Assistance (Medicaid) program.

Job Description

We are looking for a Team Leader for a full-time, salaried opportunity that is fully onsite in Newark, DE.

The Team Leader is responsible for the daily oversight of the Case Management Analysts supporting the Delaware Medical Assistance (Medicaid) program. This role ensures all Case Management Analyst tasks are completed accurately, on time, and in line with Federal and State requirements, State policy, and CAI standards. The Team Leader also serves as a resource for Medicaid policy, procedures, and operational workflows, and provides secondary support for training and other Medicaid-only tasks.

What You’ll Do

Team Oversight and Work Quality

• Oversee team of Case Management Analysts and ensure all analyst tasks are completed effectively and efficiently
• Confirm that Medicaid applications are retrieved from the client system and distributed across the team daily
• Review the weekly audits of assigned cases and verify that cases are completed
• Monitor case completions on the client site and follow up on pending or overdue work
• Verify that all resource mailboxes are monitored and that all work is assigned and completed
• Check that case details are fully documented in the eligibility system
• Confirm that verifications and renewals are indexed as required and that additional open benefits are transferred to the appropriate pool
• Ensure analysts follow Federal and State laws, Medicaid rules and regulations, State policy, and CAI and State security requirements
• Review client and correspondence handling for accuracy and professionalism

Team Management

• Hold one-on-one and staff meetings to share process updates, review performance, and answer questions
• Provide regular feedback and coaching to analysts, including corrective feedback on errors
• Address attendance, performance, and conduct concerns as they arise, and coordinate with leadership and Human Resources on documentation and next steps
• Coordinate team schedules and coverage to meet workload needs
• Escalate matters outside the scope of this role to leadership

Reporting and Process Improvement

• Review the monthly metrics tracked by the team and report results to leadership
• Identify trends in errors, escalations, or delays and recommend process improvements

  Policy and Procedure Support (Secondary)

  • Serve as a resource on Delaware Medicaid policy, eligibility rules, and case management procedures
  • Monitor policy updates and assess the operational impact on the team
  • Provide guidance to staff on complex or unclear policy scenarios

  Training and Knowledge Management (Secondary)

  • Create and maintain training materials such as guides, job aids, and presentations
  • Deliver onboarding and ongoing training so that policy and procedures are applied consistently
  • Identify knowledge gaps through case trends, errors, or escalations and address them through training
  • Maintain a centralized knowledge base of policies and procedures

  What You’ll Need

  Required

  • High school diploma or equivalent
  • Experience as a Management Analyst or in a similar case processing, CRU, or customer support role
  • Knowledge of Medicaid or Medical Assistance policy and eligibility (Delaware preferred)
  • Ability to review work for accuracy and give clear, constructive feedback
  • Strong analytical and problem-solving skills
  • Attention to detail and documentation standards
  • Ability to manage multiple priorities and respond to time-sensitive requests
  • Proficiency with databases, spreadsheets, and the Microsoft Office Suite
  • Strong written and verbal communication skills

  Preferred

  • Prior lead or supervisory experience
  • Experience with similar Medicaid eligibility systems
  • Experience creating training materials and delivering training sessions
  • Background handling escalations or complex eligibility scenarios
  • Process improvement or quality assurance experience

  Physical Demands

  Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards

  Sedentary work that involves sitting or remaining stationary most of the time, with occasional need t