Research Assistant - Clinical Research - Hybrid
Westat
Summary
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.
Job description
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.
Requirements
- Bachelor's degree in a Health, Social Sciences, or related field
- Demonstrated customer service experience
- Understanding of clinical research and/or medical terminology (preferred)
- Experience using a help desk ticket/issue tracking system (preferred)
- Demonstrated verbal and written communication skills (preferred)
- Ability to learn and use multiple software applications, including MS Office (preferred)
- Ability to collaborate with teams, managers, and customers (preferred)
- Ability to prioritize multiple tasks and work in a fast-paced area (preferred)
- Demonstrated organizational skills, including attention to detail and time management (preferred)
- Ability to work independently, take initiative, and follow tasks through to completion (preferred)
- Must be authorized to work in the United States on a full-time basis
Benefits
- Employee Stock Ownership Plan
- 401(k) Retirement Plan
- Paid Parental Leave
- Vacation Leave
- Sick Leave
- Holiday Leave
- Professional Development
- 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
Company overview
Westat is an employee-owned professional services corporation headquartered in Rockville, Maryland, founded in 1963. As one of the largest privately held research firms in the United States, Westat specializes in providing comprehensive research services to government agencies and commercial clients across multiple sectors. The company operates with over 1,900 employees and maintains a significant international presence with offices in multiple countries. Westat's core expertise spans behavioral health and health policy, clinical trials, education research, public health and epidemiology, social policy and economics, and transportation studies. The company has developed specialized software solutions including WesVar for survey data analysis and distributes the Blaise survey data analysis package in the Americas. Westat's life sciences division provides contract research organization (CRO) services supporting clinical trials for the biopharmaceutical industry, while their advanced technologies division offers data science, machine learning, and geospatial analytics capabilities. With a strong focus on statistical methods and survey design, Westat has conducted landmark studies for federal agencies including the Department of Health and Human Services, Department of Education, and Department of Transportation, contributing to significant policy decisions and public health initiatives.