Michael Cornaglia
Philadelphia,PA
Summary
Analytical, organized and detail-oriented with an extensive customer service background. Resourceful Supervisor trained in resolution of critical issues within time-sensitive environment with successful track record of building and maintaining talented teams. Highly organized, energetic and versatile leader committed to continuous improvements. Proven history of motivating staff to work together to achieve targets. Results-driven Supervisor with experience steering and directing all aspects of operations. Practiced in orchestrating multiple projects with competing priorities involving process improvements, safety initiatives and quality control. Recognized and commended for collaborating with upper management to achieve organizational objectives. Motivational Supervisor with seven years of experience monitoring, coordinating and allocating employee efforts to achieve organizational goals. Proven track record with continuous improvement, performance growth and schedule management. Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Overview
26
26
years of professional experience
Work History
Supervisor, Member Help Team
Independence Blue Cross
Philadelphia, PA
10.2023 - Current
- Supervises and implements departmental functions, policies, and procedures with all internal and external contacts
- Evaluates effectiveness and efficiency of operational areas and acts to reallocate resources as necessary
- Creates and implements programs to enhance the level of service provided to customers
- Communicates, implements, and interprets corporate and departmental policies and procedures
- Maintains department standards to ensure optimal customer support
- Provides subordinates with ongoing feedback, coaching, and counseling on performance for achievement of all benchmarks
- Provides technical expertise related to job unit function
- Schedules, trains, and organizes personnel to accommodate immediate and anticipated workflow volumes
- Coordinates departmental functions with all internal and external contacts
- Compiles and prepares required data for report information pertaining to unit
- Ensures that all inquiries and follow-up are handled in a professional, accurate, prompt, and courteous manner
- Serves as the next level contact for problems/issues that staff cannot resolve
- Selects, develops, appraises, and recommends compensation for subordinates
- Interviews and makes recommendations for hires and promotions
- Encourages the professional progression of staff through Performance Management, coaching and counseling
- Establishes appropriate goals and performance standards and makes recommendations for career path of staff
- Ensures that department systems and supports are operational
- Performs all other appropriate responsibilities and duties as assigned
Supervisor, Patient Responsible
Rothman Orthopaedic
Philadelphia, PA
08.2021 - 10.2023
- Coordinated insurance authorizations, collected co-payments and resolved discrepancies
- Troubleshot and resolved department issues to maintain patient satisfaction and keep optimal patient flows
- Answered over 55 telephone calls per day to schedule appointments and answer patient questions
- Communicated with patients, with compassion, while keeping medical information private
- Explained policies, procedures and services to patients
- Collaborated with multi-disciplinary staff to improve overall patient care and response times
- Built work schedules and staff assignments, taking workload, space and equipment availability into consideration
- Maintained records management system to process personnel information and produce reports
- Maintained communication and transparency with governing boards, department heads and medical staff
- Recruited, hired and trained new medical and facility staff
- Maintained awareness of government regulations, health insurance changes and financing options
- Directed, supervised and evaluated medical, clerical or maintenance personnel
- Managed changes in integrated health care delivery systems and technological innovations while keeping focus on quality of care
- Assessed need for additional staff, equipment and services based on historical data and seasonal trends
- Manages collection accounts including verifying accuracy of the balance, contacting the patient to resolve the issue
- Management of surgical collection accounts for physicians
- Processes credit card payments and refunds as necessary for patient convenience and sends patient receipt of payment
Laboratory Supervisor
Chester County Hospital
West Chester, PA
01.2021 - 07.2021
- Laboratory supervisor of the Central Processing department, as well as in-hospital phlebotomy
- Backup accessioner in the send out department, I was assisting with the IT department with fixing collection manger instruments in the nursing units, as well in the phlebotomy areas
- Daily/bi-weekly payroll
- Staff Scheduling
- Interviewing/Hiring new employees
- Supervised three different locations and all staff
- Handling all discipline issues and working in concert with HR to discipline staff
- Assisted with day-to-day maintenance issues with handheld collection manager devices and fixed any issues
- Assisted in Central Processing daily and phlebotomy when needed
- Create and present Quality Assurance reporting to management team
- Create and disperse to the team reports centered around team performance
- Trouble shoot daily issues in all three locations
- Work with nursing unit managers to resolve any issues between staffs
- Assisted with the testing of lab software upgrade
- Assisted with preparing for the hospitals CAP inspection
Manager
Atlantic Diagnostic Laboratories
Bensalem, PA
06.2020 - 01.2021
- Manager of the Accessioning/Walk-in Patient phlebotomy areas, as well as the courier and warehouse areas
- Overseeing a staff of 12 accessioners/phlebotomists and 20 in the courier area
- Ensuring all policies and procedures are followed in the lab and in courier services
- Creation of new policies as needed
- Assure the timely accessioning and dissemination of specimens received to the correct department
- Ensure communication and work flow between the Billing, Client Services and Accessioning areas
- Interviewing and hiring for both areas
- Work closely with HR in all aspects of hiring, firing, discipline of staff
- Work with Accounts payable and the billing department to reconcile daily credit and cash receipts
- Ensure all couriers were adherent to all policies and procedures
- Ensure all company vehicles are being handled properly and services are being performed
- Research and correct all errors between the Billing, Client Services and Accessioning
- Create and maintain all monthly QA reporting for the Accessioning department
- Ensure all technical needs are met for new employees including computer and email access
- Assist with phlebotomy draws and accessioning
Lab Tech
Children's Hospital of Philadelphia
Philadelphia, PA
09.2019 - 01.2020
- Ensure the timely accessioning of samples brought to the lab from internal hospital units, as well as from outside couriers
- Ensure all hospital policies and regulations were followed
Supervisor, POC Coordinator, Lab Tech
Hahnemann Hospital
Philadelphia, PA
01.2011 - 01.2019
- Supervisor for the accessioning and outpatient phlebotomy departments
- Duties included but were not limited to: Employee shift scheduling, Ordering supplies, Writing and maintaining all policies for both departments, Create, maintain and present all monthly/quarterly QA reports, Payroll, Troubleshooting all customer service issues both in the lab and with phlebotomy, Maintain and follow up with all client satisfaction surveys and report on results, Assisted with testing and troubleshooting new LIS software, Yearly reviews, Disciplinary issues, All interviewing and hiring for the department
- POC Coordinator duties included but were not limited to: Daily maintenance of bedside testing, Gathering, producing and disseminating weekly, monthly and quarterly reporting, Developing and implementing training courses for nursing and other staff, Receiving and quality assuring new Point of Care instruments, equipment and consumables
- Lab Tech duties included but not limited to: Assisted nurses with issues regarding blood specimens and disseminated samples to their proper lab
Global MI Analyst – Analyst
American Express
Philadelphia, PA
01.1999 - 01.2016
- For one direct client, assist the client contacts and client general manager with recurring and ad-hoc reporting
- Also assist with maintaining client data troubleshooting data and reporting issues
- Travel Policy Specialist – Dissecting existing company travel policies and providing feedback and consultative assistance with rewriting new policies
- Create detailed findings and present these findings to the client
- Lead policy redesign calls directly with the client to provide consultative insight and feedback on industry trends
- Air Sales – Provide assessments of client air data by providing detailed reporting packages and consultative recommendations to the sales team
- Air Contract Negotiations – Interpret and provide feedback on airline contracts to assist with negotiations
- Duties included creating Microsoft access queries to parse out airline data and provide detailed reporting on proposed contracts
- Supervisor, Data Quality Control – Supervised three off-site data quality control analysts and oversaw the data to day 'scrubbing' of company data on the online reporting tool
- Duties included performance evaluations and interviewing and hiring
- Report Testing Analyst – Assisted technical support with developing and testing new online reporting platform
- Duties included trouble shooting online performance issues, report development and reporting issues troubleshooting
- Reporting Specialist – provide monthly and quarterly air, car, and hotel reporting packages to over 50 clients to assist clients in maintaining company policy compliance
- Vision Direct Analyst – Assist clients with a desktop reporting tool
- Provide clients with monthly and quarterly data downloads and assisted with report creation and troubleshooting
- Group Air Coordinator – Assisted on-site and off-site clients with implementing and booking large group air movements
- Corporate Travel Agent – assisted travelers with booking air, car, and hotel reservations for corporate travel
Education
Phlebotomy Training Course - Phlebotomy
Crozer-Chester Medical Center
Chester, PA 05.2001 - Current
Certificate - Phlebotomy
Neumann University
Aston, PA 01.2025 - 06.2011
High School Diploma -
St. John Neumann High School
Philadelphia, PA 09.2025 - 06.1987
Skills
- Service-Oriented
- Critical Thinking
- Verbal and Written Communication
- Active Listening
- Processes and Procedures
- Scheduling Coordination
- Patient/Customer Relations
Customer service
Employee motivation
Team building
Training and mentoring
Processes and procedures
Staff management
Operations management
Process improvement
Strategic planning
Timeline
High School Diploma -
St. John Neumann High School
09.2025 - 06.1987
Certificate - Phlebotomy
Neumann University
01.2025 - 06.2011
Supervisor, Member Help Team
Independence Blue Cross
10.2023 - Current
Supervisor, Patient Responsible
Rothman Orthopaedic
08.2021 - 10.2023
Laboratory Supervisor
Chester County Hospital
01.2021 - 07.2021
Manager
Atlantic Diagnostic Laboratories
06.2020 - 01.2021
Lab Tech
Children's Hospital of Philadelphia
09.2019 - 01.2020
Supervisor, POC Coordinator, Lab Tech
Hahnemann Hospital
01.2011 - 01.2019
Phlebotomy Training Course - Phlebotomy
Crozer-Chester Medical Center
05.2001 - Current
Global MI Analyst – Analyst
American Express
01.1999 - 01.2016
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