About this role
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 Research Assistant to provide clinical research help desk support for a large, fast-paced National Cancer Institute research support project. This position responds to telephone and email inquiries from clinical research sites and other stakeholder organizations, documents and tracks issues, and coordinates follow-up with project staff. Training will be provided on project applications, procedures, and inquiry management. The successful candidate will work independently and collaboratively to provide timely, accurate, and consistent support.
You will work regular help desk service hours from 9 a.m.- 6 p.m. ET, Monday - Friday, excluding Westat holidays.
This is a full-time position with a hybrid work arrangement at our corporate headquarters 3 days per week in Bethesda, MD.
Job Responsibilities
- Respond to phone calls and emails accurately and within timeframes established by project procedures.
- Provide accurate and complete documentation of inquiries, actions, and resolutions in the issue tracking system.
- Escalate inquiries as necessary to other resources and ensure customers receive timely follow-up and resolutions.
- Monitor open inquiries and follow up on outstanding issues.
- Develop and maintain familiarity with project applications, procedures, and business rules.
- Support project communication activities and review of website content for accuracy and consistency.
- Analyze and classify help desk cases to support self-service development and validate outputs for accuracy and consistency.
Basic Qualifications
- A bachelor’s degree in a Health, Social Sciences, or related field.
- Demonstrated customer service experience, preferably in a health, research, or other service-oriented environment.
Preferred Qualifications
- Understanding of clinical research and/or medical terminology.
- Experience using a help desk ticket/issue tracking system.
- Demonstrated verbal and written communication skills.
- Ability to learn and use multiple software applications, including MS Office.
- Ability to collaborate with teams, managers, and customers.
- Ability to prioritize multiple tasks and work in a fast-paced area.
- Demonstrated organizational skills, including attention to detail and time management ability.
- Ability to work independently, take initiative, and follow tasks through to completion.
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)
- 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 may be removed from posting after 100 applications have been received.
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.
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