Richaunti Shuler
Round Rock,Texas
Summary
Personable and empathetic, bringing strong communication and conflict-resolution skills. Understanding of healthcare protocols and patient confidentiality, combined with proficiency in managing patient feedback and utilizing healthcare management software. Committed to fostering positive patient experiences and improving overall satisfaction.
Overview
3
3
years of professional experience
Work History
Patient Relations Specialist
Baylor Scott & White Medical Center
09.2025 - Current
- Served as a liaison between patients, families, and care teams, addressing concerns with empathy and professionalism.
- Managed service recovery efforts and resolved sensitive issues while supporting patient rights and communication.
- Conducted case reviews, documented interactions, and contributed to quality‑improvement initiatives.
- Maintained accurate patient records in electronic health systems for efficient information retrieval.
- Supported front desk operations, ensuring timely check-ins and effective communication flow.
Technical Support Engineer
Zendesk
04.2025 - 09.2025
- Provided technical support for customers using Zendesk products, resolving issues efficiently.
- Collaborated with cross-functional teams to troubleshoot software and hardware problems.
- Documented customer interactions and solutions in internal knowledge base for future reference.
- Assisted in onboarding new users, guiding them through product features and functionality.
- Delivered Tier 3 support to global clients, resolving complex system issues within SLA timelines.
- Communicated technical information clearly to non‑technical users, mirroring patient education and support needs.
- Improved documentation accuracy by 20% through detailed case logging and solution tracking.
Customer Resolution Specialist
Ouro Global
05.2024 - 04.2025
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Documented and tracked customer interactions using CRM software for accurate record-keeping.
- Provided training and support to new team members on customer service protocols.
- Managed escalated customer cases with a focus on accuracy, compliance, and timely resolution.
- Assisted in the development of training materials focused on improving the skills of other Customer Resolution Specialists within the organization.
Tier 3 Resolution Supervisor
Expedia Group
05.2023 - 05.2024
- Oversaw daily operations to ensure timely resolution of customer inquiries and issues.
- Trained and mentored team members on effective conflict resolution techniques.
- Analyzed customer feedback to identify trends and improve service protocols.
- Implemented process enhancements that increased team efficiency by streamlining workflows.
- Led a team resolving high‑stakes escalations, achieving a 95% conflict‑resolution rate.
- Maintained accurate documentation across platforms, reinforcing compliance and record‑keeping strengths.
Skills
- Patient confidentiality
- Professionalism and ethics
- Insurance verification
- Medical terminology
- Data entry proficiency
- Team leadership
- HIPAA compliance
- Electronic health records
Timeline
Patient Relations Specialist
Baylor Scott & White Medical Center
09.2025 - Current
Technical Support Engineer
Zendesk
04.2025 - 09.2025
Customer Resolution Specialist
Ouro Global
05.2024 - 04.2025
Tier 3 Resolution Supervisor
Expedia Group
05.2023 - 05.2024