Research Assistant-CTSU Helpdesk (Hybrid)

Rockville , MD
Aug 04, 2022
Aug 24, 2022
Analyst, Research
Full Time
Westat is an employee-owned corporation providing research services to agencies of the U.S. Government, as well as businesses, foundations, and state and local governments. Westat's research, technical, and administrative staff of more than 2,000 is located at our headquarters in Rockville, Maryland, near Washington, DC.

Westat is committed to building a diverse workforce and a culture of inclusivity, belonging and equity for all. We believe that our greatest strength draws on the different backgrounds, cultures, perspectives and experiences of our employees.

Job Summary:
Westat is seeking a research assistant to provide support for the customer service area on a major National Cancer Institute contract. The individual will be trained to respond, monitor, and track telephone and email inquiries from clinical research sites and administrative organizations addressed to our help desk.  The normal service hours for the customer service area are 9:00 am to 6:00 pm, Monday to Friday except Westat holidays.  Occasionally extended hours are possible.  

This is a full time position to work onsite at our Rockville, Maryland office at least 3 days/week and 2 days from your home office. 

Job Responsibilities:
•    Responding to phone calls and e-mail communications regarding the related project operational needs.
•    Responding to inquiries from clinical site, administrative organizations, client and their contractor staff.
•    Escalating inquiries as necessary to other resources (both internal and external) and ensuring that the client receives timely and correct resolutions to their inquiry.  
•    Tracking and monitoring response to inquiries and problems. 
•    Developing support procedures for specific support activities and projects.
•    Developing and maintaining familiarity with application programs used on the project. 
•    Developing and maintaining familiarity with the project business rules and operational procedures. 
•    Assisting in public communications activities. 
•    Reviewing the project web site content and supporting management. 
•    Assisting in account creation for the project information systems. 
•    Frequent communications (phone and e-mail) with clinical research professionals.

Basic Qualifications: 
• A bachelor's degree, preferably in a health or social science field is required. 
Preferred Qualifications: 
• Relevant work experience in a health-related field or research environment and an understanding of medical and/or clinical research terminology.

Minimum Qualifications: 
• The ideal candidate will have excellent attention to detail, be comfortable with working with multiple applications, have good communication skills, and highly organized.

Westat offers a well-rounded and comprehensive benefits program focused on wellness and work/life balance. Eligible employees may participate in:
  • Employee Stock Ownership Plan
  • 401(k) Retirement Plan
  • Paid Parental Leave
  • Vacation Leave
  • Sick Leave
  • Holiday Leave
  • 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

Protecting the health and safety of our employees and survey participants is a top priority for Westat. As a federal government contractor, Westat will require Westat staff, regardless of work location, to provide proof that they are fully vaccinated against COVID-19 upon hire and to follow all safety protocols, subject to approved accommodations under applicable law.

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, gender identity or expression, or any other protected status under applicable law.

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