Team Leader

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
• Support leadership in implementing new processes, tools, and policy updates
• Collaborate with operations, policy teams, and external stakeholders as needed

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 to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

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Reasonable accommodation statement

If 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 application.accommodations@cai.io or (888) 824 - 8111.

EEO Statement

It 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.

Employees 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.

The 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 receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.