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About the Role

The Participation Relations & Resolution Specialist serves as a trusted liaison between clinical trial participants and study teams, helping to resolve concerns, mediate conflicts, de-escalate challenging situations, and investigate complaints to find solutions that balance participant advocacy, safety, policy, and operational needs.

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.

Requirements

• High school diploma or equivalent required; associate or bachelor's degree in a related field preferred.
• 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.
• Clinical research, mediation, or de-escalation experience is a plus.
• 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.
• Ability to handle sensitive and confidential information with discretion.
• Ability to communicate information and ideas so others will understand; with the ability to listen to and understand information and ideas presented through spoken words and sentences.
• Interaction with others, relating and gathering sensitive information. Interaction includes diverse groups.
• Works with guidance or reliance on oral and/or written instructions from management.
• May require periods of intense concentration.
• Performs a wide range of variable tasks as dictated by variable demands and changing conditions with little predictability as to the occurrence.
• Ability to perform under stress and multi-task.
• Regular and consistent attendance.

Skills

• Critical thinking
• Active listening
• De-escalation techniques
• Mediation
• Problem-solving
• Conflict resolution
• Communication (written, verbal, interpersonal, presentation)
• Objectivity
• Professionalism
• Empathy
• Tact
• Adaptability
• Time-management
• Multitasking
• Judgment
• Microsoft Office proficiency
• Discretion

Location

• Office

Work Type

• Standard Office Hours (40/wk)
• Full-time

Experience Level

• 2+ years of experience in customer service, conflict resolution, healthcare, clinical research, case management, or a similar high-contact environment preferred.

Education Level

• High school diploma or equivalent required
• Associate or bachelor's degree in a related field preferred

About the Company

• 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.