Participation Relations & Resolution Specialist

Thermo Fisher Scientific seeks a Participation Relations & Resolution Specialist to serve as a liaison between clinical trial participants and study teams in Austin, Texas. The role involves responding to participant concerns, investigating complaints, mediating conflicts, and coordinating resolutions across clinical and support functions.

Responsibilities

• Respond to and investigate participant concerns, complaints, and escalated situations objectively
• Use active listening and de-escalation techniques to manage challenging interactions with participants
• Mediate conflicts and facilitate communication between participants and clinical staff or leadership
• Coordinate with study teams, security, legal, and other business partners to resolve participant matters
• Educate potential volunteers on facility processes and represent the organization at community events

Requirements

• High school diploma or equivalent; associate or bachelor's degree preferred
• 2+ years experience in customer service, conflict resolution, healthcare, or clinical research
• Demonstrated ability to de-escalate difficult situations and remain professional under pressure
• Strong critical thinking, communication, and problem-solving skills
• Experience handling sensitive and confidential information
• Clinical research or mediation experience preferred