Hiring: Participation Relations & Resolution Specialist Company: Thermo Fisher Scientific Location: Austin, TX Job Posted Time: 2026-09-03 07:40:48 About the job Experience: •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. •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. Required Skills: •Serves as a trusted liaison between clinical trial participants and study teams. The •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. •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. Qualifications: •Strong critical thinking, problem-solving, and de-escalation skills. •Excellent written, verbal, interpersonal, and presentation skills. •Demonstrated capacity to remain calm, objective, and professional under pressure. •Strong organizational, time-management, and multitasking abilities. •Demonstrated capacity to work independently and collaboratively while exercising sound judgment. •Proficiency in Microsoft Office applications. •Demonstrated capacity to handle sensitive and confidential information with discretion. •Work is performed in an office or clinical environment with exposure to electrical office equipment. •May require long, varied hours. •Frequently stationary for 4-6 hours per day. Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!