Principal Research Associate-Implementation & Customer Support -Remote

Westat; United States; Hybrid; USD 115,000 - 144,000; Full time

Benefits offered by this job

Health Insurance

401(k) Retirement Plan

Paid Parental Leave

Vacation Leave

Professional Development

Job summary

Westat is seeking a Principal Research Associate focused on implementation/operations and helpdesk operations to lead efforts for CMS/CMMI programs. This role emphasizes client collaboration, data flow design, and multi-team leadership, with preference for in-person collaboration at Bethesda or other Westat offices, and accepts fully remote arrangements for eligible candidates.

The successful candidate will bring extensive CMS contract experience, TA content development skills, and strong

Qualifications

• Experience with CMS contract work and customer support/helpdesk operations.
• Experience with CMMI payment model implementation contracts.
• Ability to translate policies and operational needs into helpdesk responses and technical assistance materials.

Responsibilities

• Interact with CMS client to translate needs into requirements and data flows for technical staff.
• Establish SOPs, specifications, and QA documentation.
• Coordinate with client and contractors to align timelines and communications.
• Manage multidisciplinary team and provide QA and leadership.
• Develop and deliver technical reports and change requests to IT contractors.
• Draft memos, reports, tipsheets, tools and other TA resources.
• Oversee helpdesk operations including staff management and QA of responses.
• Support TA activities including written resources and webinars.

Skills

CMS contracts

Helpdesk operations

Technical assistance

CMMI implementations

Education

Master’s degree +8+ years

PhD +5 years

Job description

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.

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 and preference will be given to candidates who can work 2 days per week at our Bethesda, Maryland office or at one of our other Westat office locations. Candidates must be based in the U.S. to be considered for a fully remote work arrangement.

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 escalate 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.

This opportunity will be posted for a minimum of 5 days and applications will be accepted on an ongoing basis.

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.

#REMOTE

Pay Range

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

Bonus Eligibility

yes