Margaret Misty Winkler
Fallston,MD
Summary
Dedicated, tenured Kaiser Permanente employee with a proven track record of success in the retail industry. Experienced in sales techniques, KP's mission, vision, and values. Eager to leverage strong communication and interpersonal skills to contribute to a team, and exceed sales goals.
Overview
10
10
years of professional experience
Work History
Radiology Appointment Representative
Kaiser Permanente
Fulton, Maryland
12.2024 - Current
- Provided assistance with appointment inquiries, billing questions, and related issues via phone and email.
- Maintained high professionalism while interacting with members to ensure satisfaction.
- Consistently met or exceeded benchmarks for call speed, accuracy, and volume.
- Collaborated with healthcare providers to enhance efficiency of appointment processes.
- Handled cancellations and rescheduling requests in a professional manner.
- Scheduled members for radiology orders through outbound calls.
- Resolved complex scheduling conflicts among multiple providers and specialties promptly.
- Actively contributed as a member of UBT committee, focusing on operational improvements.
Member Experience Receptionist
Kaiser Permanente
Abingdon, MD
06.2022 - 12.2024
- Instrumental in helping the department meet its goals for kiosk usage and member copay collection by having difficult conversations with members to enable continuous improvement.
- Ensure daily interaction with members constitutes a compelling customer experience through welcoming, registering, and assisting members.
- Make courtesy calls to inform members of upcoming appointments, resulting in better appointment compliance.
- Facilitate members with HIMS (Health Information Management Services) paperwork by walking them through the process, scanning in documents, and following up with HIMS, as requested by members.
- Receive and screen telephone calls; if necessary, take messages, or forward calls as appropriate.
- Actively listen to members, and maintain a calm, friendly demeanor when speaking to an upset member.
- Train new receptionists to deliver respectful and enthusiastic service to members, observe behavior, and offer feedback.
- Active member of the Abingdon Safety Committee. Strong encouragement that every staff member completes their monthly safety conversation.
Registered Pharmacy Technician II
Kaiser Permanente Pharmacy
White Marsh, MD
10.2015 - 06.2022
- Earned recognition at the regional level for using compassion and critical thinking in implementing a new communication strategy for a disabled member.
- Planned and facilitated a diversity, inclusion, and mental health awareness communication board project. Winning our team regional honors and receiving breakfast twice.
- Advocated for members needing medical financial aid by providing one-time MFA (Medical Financial Assistance) for prescriptions per member meeting the criteria.
- Effectively trained new pharmacy technician staff to meet the level of customer service and support needed to thrive at a fast-paced center. Ensuring that safety practices are implemented first.
- Maintained a fully stocked pharmacy of supplies by ordering, taking inventory, and following up with materials management weekly. Set PAR levels. Ordered medications as needed per inventory, out-of-stock, and request of the pharmacist.
Education
Bachelor of Science - Business Administration Health Care Management
Colorado Technical University
Colorado Springs, CO02-2025
Associate of Arts - General Studies
Community College of Baltimore County
Baltimore, MD12.2004
Skills
- Business savvy
- Communication skills
- Team collaboration
- Conflict resolution
- Organization and time management
- Adaptable to change
Accomplishments
- Diversity, Equity and Inclusion - Regional Kaiser Pharmacy Project winner 2022
- Mental Health Awareness - Regional Kaiser Pharmacy Project winner 2022
- Regionally and Nationally Recognized for helping a disabled Kaiser member
Timeline
Radiology Appointment Representative
Kaiser Permanente
12.2024 - Current
Member Experience Receptionist
Kaiser Permanente
06.2022 - 12.2024
Registered Pharmacy Technician II
Kaiser Permanente Pharmacy
10.2015 - 06.2022
Bachelor of Science - Business Administration Health Care Management
Colorado Technical University
Associate of Arts - General Studies
Community College of Baltimore County
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