Participation Relations & Resolution Specialist

Thermo Fisher Scientific • Austin, TX

13d • Hybrid

About The Position

The Participation Relations & Resolution Specialist serves as a trusted liaison between clinical trial participants and study teams. The Participation Relations & Resolution Specialist helps resolve participant concerns, mediate conflicts, de-escalate challenging situations, investigate complaints, and identify solutions that balance participant advocacy, safety, policy, and operational needs. This is a dynamic role where no two days are exactly alike. You may spend one part of your day helping a participant work through a concern and the next researching a complex issue, facilitating a difficult conversation, or assisting the team with an urgent situation.

Requirements

• High school diploma or equivalent required
• 2+ years of experience in customer service, conflict resolution, healthcare, clinical research, case management, or a similar high-contact environment preferred.
• Demonstrated ability to de-escalate difficult situations, resolve concerns, and remain professional under pressure.
• Strong critical thinking, communication, and problem-solving skills.
• Experience handling sensitive and confidential information.
• Strong critical thinking, problem-solving, and de-escalation skills.
• Excellent written, verbal, interpersonal, and presentation skills.
• Ability to remain calm, objective, and professional under pressure.
• Strong organizational, time-management, and multitasking abilities.
• Ability to work independently and collaboratively while exercising sound judgment.
• Proficiency in Microsoft Office applications.
• Ability to handle sensitive and confidential information with discretion.

Nice To Haves

• associate or bachelor's degree in a related field preferred
• Clinical research, mediation, or de-escalation experience is a plus.

Responsibilities

• Respond to concerns, complaints, and escalated situations involving study participants.
• Use active listening and de-escalation techniques to manage challenging interactions.
• Investigate concerns objectively by gathering information, reviewing documentation, and considering all relevant perspectives.
• Clearly distinguish verified facts from reported or unconfirmed information.
• Mediate conflicts and facilitate productive communication between participants and staff.
• Partner with study teams, Principal Investigators (PIs), Clinical Research Managers (CRMs), and leadership to resolve participant matters.
• Coordinate with Security, Corporate Legal, Corporate Communications, and Global Privacy when specialized support is needed.
• Assist with participant eligibility restrictions, reinstatements, records requests, and other sensitive participant matters.
• Document concerns, investigations, actions, and resolutions accurately and objectively.
• Provide coaching and guidance to staff on participant communication, customer service, and conflict resolution.
• Identify opportunities to improve processes and the overall participant experience.
• Educate potential volunteers on the Clinics' facility and processes to promote their willingness to screen, enroll and complete Early Development studies to ensure successful enrollment of all studies.
• Ensure volunteer satisfaction with their experience with Trialmed.
• Communicate with volunteers regarding any negative findings from their screening physicals or other results.
• Attend external community events representing Trialmed to increase study participant pool and ensure enrollment of all Early Development studies.
• Collaborate with Subject Relations administrative staff to ensure participant activities are available at adequate levels and variety to promote positive participant morale and to provide them with a pleasant environment while housed in overnight facility.
• Perform other duties as assigned.

Benefits

• When you join Thermo Fisher Scientific, you become part of a global team that values passion, innovation, and a commitment to scientific excellence. You’ll work in an environment where collaboration and development are part of the everyday experience – and where your contributions truly make a difference.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED