Participation Relations & Resolution Specialist

Work Schedule Standard Office Hours (40/wk) Environmental Conditions Office, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.), Standing for full shift, Various outside weather conditions 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 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.

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