Principal Research Associate Implementation & Customer Support

Westat•Bethesda, MD

8d•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. This is a full-time position with a hybrid work arrangement at our corporate headquarters (1-2 days per week) in Bethesda.

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.
At least 10 years of contract work with CMS.
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.
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.

Nice To Haves

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.

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.