Brenda Knight
Hinesville,GA
Summary
Dynamic Senior Intake Specialist with EviCore Healthcare, recognized for enhancing client satisfaction through effective problem-solving and exceptional communication. Proven ability to manage high call volumes while maintaining accuracy and confidentiality. Expertise in data verification and building rapport, consistently exceeding performance metrics and streamlining interdepartmental communication for improved client outcomes.
Client-focused professional with robust background in intake management bringing valuable experience in optimizing client interactions and streamlining workflow processes. Notable for effectively handling high-pressure situations and ensuring seamless team collaboration to achieve desired outcomes. Recognized for reliability and adaptability in dynamic environments with strong skills in client assessment and case coordination.
Overview
23
23
years of professional experience
Work History
Senior Intake Specialist and Subject Matter Expert
EviCore Healthcare Formerly Care Core National/ Cigna
02.2016 - Current
- Conducted thorough assessments of client needs, connecting them with appropriate resources and services within the organization.
- Reduced wait times for clients by promptly addressing inquiries and providing clear, concise information regarding services.
- Educated clients on available services and programs, empowering them to make informed decisions about their care options.
- Exceeded performance metrics regularly, demonstrating consistent dedication to quality work and customer satisfaction.
- Managed high call volumes while maintaining a professional demeanor, ensuring a positive experience for all callers.
- Maintained strict confidentiality of client information, adhering to HIPAA regulations and company policies at all times.
- Resolved escalated issues with professionalism and empathy, earning trust from both colleagues and clientele alike.
- Maintained up-to-date knowledge of industry trends and changes in regulations, ensuring accurate information was shared with clients at all times.
- Streamlined communication between departments through diligent documentation of client information and needs.
- Collaborated with team members to address complex cases, resulting in improved case management for clients.
- Collaborated with other departments to resolve complex cases efficiently, resulting in better outcomes for clients.
- Gathered, organized and input information into digital database.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Developed effective improvement plans in alignment with goals and specifications.
Inventory Quality Control Specialist
Pier One Imports
01.2012 - 01.2015
- Developed internal guidelines for consistent handling and storage procedures that reduced incidents of damage or spoilage.
- Spearheaded efforts to implement a barcoding system that enhanced the speed and accuracy of inventory tracking processes.
- Conducted thorough investigations into reported discrepancies between physical inventory counts and system records, providing accurate reconciliations.
- Managed relationships with vendors for timely delivery of products while adhering to quality standards.
- Assisted in annual physical inventory counts, resulting in improved efficiency and accurate recordkeeping.
- Utilized specialized software tools for accurate tracking and reporting of inventory data, facilitating informed decisionmaking.
- Reduced discrepancies in stock levels by diligently tracking incoming shipments and updating the database accordingly.
Senior Bank Teller
Wachovia Bank
03.2002 - 01.2007
- Maintained a balanced cash drawer with meticulous attention to detail, ensuring accuracy in all transactions.
- Delivered exceptional customer service during high-volume periods, effectively managing wait times and workloads.
- Played a key role in achieving consistently high audit scores by adhering to strict compliance policies and procedures.
- Participated in community outreach events on behalf of the bank, enhancing brand visibility and fostering goodwill within the local area.
- Contributed to the achievement of branch goals by actively participating in cross-selling initiatives and referral programs.
- Served as a mentor to new tellers, sharing best practices for optimal performance and professional growth.
- Performed end-of-day reconciliation tasks accurately, contributing to smooth daily closeout procedures within the branch.
- Maintained a thorough understanding of bank products, services, and regulations, ensuring the ability to provide knowledgeable guidance to customers.
Education
Bachelor of Science - Political Science And Government
Armstrong Atlantic University
Savannah, GA08-2026
Skills
- Building rapport
- Professional demeanor
- Stress management
- Data verification
- Unbiased interviewing
- Ability to prioritize and manage multiple task simultaneously
- Strong attention to detail and accuracy in work
- Expertise in problem solving and critical thinking
- Excellent communication and presentation skills
- Experience in training and mentoring junior team members
- Certified call center representative, fully equipped home office
Timeline
Senior Intake Specialist and Subject Matter Expert
EviCore Healthcare Formerly Care Core National/ Cigna
02.2016 - Current
Inventory Quality Control Specialist
Pier One Imports
01.2012 - 01.2015
Senior Bank Teller
Wachovia Bank
03.2002 - 01.2007
Bachelor of Science - Political Science And Government
Armstrong Atlantic University
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