Principal Research Associate-Implementation & Customer Support -Hybrid

Westat•Bethesda, MD

5d•Hybrid

About The Position

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. Please include a cover letter when submitting your application.

Requirements

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.

Nice To Haves

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.

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.