Principal Research Associate-Implementation & Customer Support -Hybrid

Westat, Inc.; Maryland; Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

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 +

Pr

Job summary

Westat is seeking a Principal Research Associate to lead implementation and customer support efforts for CMS/CMMI programs. The role is hybrid, with a minimum of two days per week in Bethesda, MD, and requires strong experience in helpdesk operations and technical assistance.

The candidate will work with a multidisciplinary team, manage client relationships, document specifications, and oversee reporting and budgets for government contracts.

Qualifications

• Master's degree with 8+ years of relevant experience or PhD with 5+ years of relevant experience.

Responsibilities

• Interact with the CMS client to understand participant management needs and translate them into requirements and data flows for technical staff.
• Establish protocols, SOPs, specifications, and QA documentation.
• Coordinate with client and contractors to align timelines, processes, and communications.
• Manage a multidisciplinary team, assign tasks, monitor timelines and QA.
• Serve as a technical expert on CMMI model participant management topics.

Skills

CMS contract experience

Helpdesk operations

Technical assistance

Communication skills

Education

Master's degree or PhD in a relevant field

Job description

29475BR

Job Title

Principal Research Associate-Implementation & Customer Support -Hybrid

Location

MD - Bethesda

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 elevate 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.

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

Benefits

• 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)
• Pr