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.

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 5:30 pm, Monday to Friday except Westat holidays.  This is an on-site position in Westat's Rockville, Maryland office.  Occasionally extended hours are possible. 

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 in a health or social science field is required.
• Experience using a variety of computer software including MS Office 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.

Candidates must possess excellent customer service skills and verbal and written communications skills, and strong attention to detail.  Candidates must be well-organized, multitask, and work effectively in a fast-paced environment.
 

Westat offers competitive benefits with ESOP, 401k, Health, Dental, paid vacation, sick and holiday leave, professional development as well as other benefits.

Any offer of employment may be contingent upon receipt of acceptable results from a post-offer background screening, if required for the position, based on the specific position which may include, for example, identity verification, employment history, or criminal records history.

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 any other protected status under applicable law.