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Job Description

Participation Relations & Resolution Specialist

Are You...

• A critical thinker who asks questions, gathers facts, and considers multiple perspectives before reaching a conclusion?
• Someone who can remain calm under pressure when others may be frustrated, upset, or emotional?
• Skilled at de-escalating difficult situations and helping people feel heard without losing sight of policies, expectations, or safety?
• A natural mediator and problem-solver who can navigate conflict objectively and professionally?
• Comfortable having difficult or sensitive conversations with confidence, empathy, and tact?
• Able to separate facts from assumptions and recognize when information still needs to be verified?
• Someone who understands that listening and building rapport can often prevent a concern from becoming a larger issue?
• Adaptable enough to shift quickly from a routine task to an urgent participant situation?
• A strong communicator who can work effectively with participants, clinical staff, leadership, Security, and other business partners?
• Passionate about creating an environment where participants feel safe, respected, heard, and valued?

If this sounds like you, you may be a great fit for Participation Relations & Resolution Specialist.

The Role

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.

What You'll Do

• 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.

Education and Experience:

• 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.

Years of experience refer to typical years of related experience needed to gain the required knowledge, skills, and abilities necessary to perform the essential functions of the job. Years of experience are not to be used as the only determining factor in establishing the job class or making employment selection decisions.
Knowledge, Skills and Abilities:

• 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.

Working Conditions and Environment:

• Work is performed in an office or clinical environment with exposure to electrical office equipment.
• Potential Occasional travel required.
• May require long, varied hours.

Physical Requirements:

• Frequently stationary for 4-6 hours per day.
• Repetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wrists.
• Occasional mobility required.
• Occasional crouching, stooping, bending and twisting of upper body and neck.
• Light to moderate lifting and carrying (or otherwise moves) objects including luggage and laptop computer with a maximum lift of 15-20 lbs.
• Ability to access and use a variety of computer software developed both in-house and off-the-shelf.
• 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.

Why Join Us?
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.
Apply today to help us deliver tomorrow’s breakthrough.