Senior Implementation & Helpdesk Lead (CMS/CMMI)

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 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