Principal Research Associate Implementation & Customer Support

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. This is a full-time position with a hybrid work arrangement at our corporate headquarters (1-2 days per week) in Bethesda. Please include a cover letter when submitting your application. 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. Lead 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. 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 at least 10 years of contract work with CMS and at least 6 years of experience with customer support/helpdesk operations. Experience with CMMI payment model implementation contracts. Experience leading the participant management workstream for a CMMI model. Experience translating CMMI model policies, participant needs, and operational needs into requirements for CMMI model systems. Preferred Questions Experience leading helpdesk operations specifically for a CMMI model implementation contract. 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 (15 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. Pay Range The anticipated salary range for this role is $120,000 - $144k and will be commensurate with experience. Bonus Eligibility yes #J-18808-Ljbffr Westat