Principal Research Associate-Implementation & Customer Support -Hybrid

Westat; Bethesda (MD); Hybrid; USD 115,000 - 144,000; Full time

Benefits offered by this job

Health Insurance

401(k) Retirement Plan

Paid Parental Leave

Vacation Leave

Sick Leave

Holiday Leave

Professional Development

Health Advocate

Employee Assistance Program

Job summary

Westat is seeking a Principal Research Associate to lead tasks supporting CMS/CMMI alternative payment models with a focus on implementation, operations, and helpdesk functions. The role involves coordinating with a multidisciplinary team, developing procedures, and delivering high-quality analyses and reports.

Hybrid work is expected with in-person days at the Bethesda office. The position requires advanced degrees with substantial CMS experience, and a proven ability to translate complex

Qualifications

• Master’s degree with at least 8 years of relevant experience or a Ph.D. with at least 5 years.
• CMS contract work and customer support/helpdesk operations, technical assistance or other tech support.
• Experience with CMMI payment model implementation contracts.
• Translate CMMI policies and needs into helpdesk responses or technical materials.

Responsibilities

• Interact with the CMS client to translate needs into requirements and data flows.
• Establish SOPs, specifications, and QA documentation.
• Coordinate with client and contractors on timelines and processes.
• Lead a multidisciplinary team and ensure QA of deliverables.
• Serve as SME on CMMI participant management topics.
• Develop summary reports and communicate information effectively.
• Identify CMS needs and communicate changes to IT contractors.
• Draft technical assistance content and related resources.
• Support helpdesk operations with processes and metrics.
• Develop resources and webinars for technical assistance needs.
• Respond quickly to client needs and coordinate with subcontractors.
• Manage multiple projects and contribute to proposals and budgets.

Skills

CMS experience

Helpdesk operations

Technical assistance

Contract management

Communication skills

Education

Master's degree

PhD

Job description

Westat is a leader in research, data collection and analysis, technical assistance, evaluation, and communications. Our evidence-based findings help clients in government and the private sector accelerate advancements in health, education, transportation, and social and economic policy. Our dedication to improving lives through research and our approach to projects grounded in investigative curiosity, statistical and data rigor, adaptive methods, and advanced technology are why clients find exceptional value in our work.

Westat is seeking a Principal Research Associate with expertise in implementation/operations and helpdesk operations to lead tasks supporting the Centers for Medicare & Medicaid Services’ (CMS) alternative payment models within the Centers for Medicare & Medicaid Innovation (CMMI). Principal Research Associates lead and work collaboratively with multidisciplinary teams and may serve as project managers, task leads, or task contributors. The successful candidate will have demonstrated experience working on implementation contracts for CMMI innovative payment models.

We value regular in-person collaboration, hybrid candidates will work a minimum of 2 days per week at our Bethesda, Maryland office or at one of our other Westat office locations.

Job Responsibilities

• Interact with the CMMI client to understand participant management and vetting needs and translating those needs into requirements, analytic steps, and data flows to be developed and executed by technical staff.
• Establish protocols, standard operating procedures, specifications, and other process and quality assurance documentation.
• Coordinate with the client and other contractors to gather information necessary to understand dependencies and ensure that information is reflected in timelines, processes, and communications.
• Manage a multidisciplinary team by making assignments, monitoring timelines, identifying next steps, and conducting quality assurance.
• Serve as a technical expert on CMMI model participant management topics.
• Specify and develop summary reports by obtaining necessary information and organizing/presenting information effectively.
• Identify CMS’ business needs and communicate that information to IT contractors in the form of change requests and requirements.
• Serve as a subject matter expert for technical assistance content related to participant management, including drafting memos, reports, tipsheets, tools, and other resources or deliverables.
• Support helpdesk operations by managing staff, establishing and maintaining processes and ensuring they are followed, conducting quality assurance for helpdesk ticket responses, using judgment to escape inquiries as needed, and reporting on helpdesk trends and metrics.
• Support technical assistance activities (developing written resources, developing content for webinars, planning technical assistance work in response to program needs)
• Interact closely with clients and respond quickly to client needs.
• Coordinate with subcontractors and other contractors, as needed.
• Work on multiple projects and tasks simultaneously.
• Write and manage technical proposals and budgets for government clients and work on business development activities.

Basic Qualifications

• A master’s degree with at least 8 years of relevant experience or a Ph.D. with at least 5 years of relevant experience.
• Experience must include contract work with CMS and customer support/helpdesk operations, technical assistance, and/or other technical support.
• Experience with CMMI payment model implementation contracts.
• Experience translating CMMI model policies, participant needs, and operational needs into helpdesk inquiry responses or technical assistance materials.

Preferred Questions

• Experience leading helpdesk operations and/or technical assistance activities specifically for a CMMI model implementation contract.
• Experience contributing to or leading CMMI implementation workstreams.
• Experience leading/managing contracts funded by the Federal government.
• Demonstrated communication skills and ability to translate complex technical information into plain language for various audiences.
• Demonstrated ability mentoring more junior staff and working collaboratively with more senior staff.
• Attention to detail and quality assurance.

Requirements

Westat offers a well-rounded and comprehensive benefits program focused on wellness and work/life balance. Subject to plan requirements, employees may participate in:

• Employee Stock Ownership Plan
• 401(k) Retirement Plan
• Paid Parental Leave
• Vacation Leave (20 days per year)
• Sick Leave (9 days per year)
• Holiday Leave (7 government holidays and 2 floating holidays per year)
• Professional Development
• Health Advocate
• Employee Assistance Program
• Travel Accident Insurance
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Short Term Disability Insurance
• Long Term Disability Insurance
• Life and AD&D Insurance
• Critical Illness Insurance
• Supplemental Life Insurance
• Flexible Spending Account
• Health Savings Account

Any offer of employment may be contingent upon receipt of acceptable results from a post-offer background screening, if required for the specific position, which may include, for example, identity verification, employment history, motor vehicle driving record history, and criminal or sexual offender records history. Any background screening results will be evaluated through an individualized assessment based on the individual’s specific record and the duties and requirements of the position.

Employment Eligibility: This is a U.S.-based position. Candidates must be authorized to work in the United States on a full-time basis. Westat does not offer employment-based visa sponsorship (including H-1B sponsorship) for this role. Depending on project requirements, some positions may require employees to meet specific residency criteria.

Westat is an Equal Opportunity Employer and does not discriminate on the basis of race, creed, color, religion, sex, national origin, age, veteran status, disability, marital status, sexual orientation, citizenship status, genetic information, or any other protected status under applicable law. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Pay Range

The anticipated salary range for this role is $115,000 - $144k and will be commensurate with experience.

Bonus Eligibility

yes