Participation Relations & Resolution Specialist

Thermo Fisher Scientific · Austin, TX

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Role summary

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.

What they're looking for

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

What you'll be doing

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

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Date posted10 days ago

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