A results driven, self motivated and resourceful Project Coordinator with an in depth understanding of all aspects of project coordination and implementation. Experience supporting the delivery of new and existing products and business enhancements that enable individuals and organizations to improve quality and productivity. Well presented with excellent communications skills and having an analytical approach to solving problems and developing business processes. 8 years healthcare administration experience focusing on customer service, quality assurance, auditing and project management.

1. MICHAEL EMANUEL
emanuel5627@yahoo.com​ ­ (626) 319­5135 ­ Pasadena, California
__________________________________________________________________________________________
PROFESSIONAL SUMMARY
A results­driven, self­motivated and resourceful Project Coordinator with an in depth understanding of all aspects of
project coordination and implementation. Experience supporting the delivery of new and existing products and
business enhancements that enable individuals and organizations to improve quality and productivity. Well presented
with excellent communications skills and having an analytical approach to solving problems and developing business
processes. 8 years healthcare administration experience focusing on customer service, quality assurance, auditing and
project management. Now looking forward to making a significant contribution with an ambitious company that
offers opportunities for progression.
__________________________________________________________________________________________
PROFESSIONAL EXPERIENCE
QUALITY IMPROVEMENT PROJECT COORDINATOR ​10/2014 – 08/2015
BLUE SHIELD OF CALIFORNIA Woodland Hills, California
● Coordinated administrative project tasks and supports the Government Programs Department in implementing
initiatives related to the Medicare Star Program. ​Monitored and evaluated quality improvement and identified areas
for improvement​. ​Applied Lean/Six Sigma concepts and techniques to process improvement initiatives. ​ Coordinated
meetings & schedules. Partnered with learning and development team to determine training needs identified in the gap
analysis to develop skill­based training modules.
● Conducted research and analysis in order to develop relevant intervention program ideas. Collaborated with Providers
as needed. ​Interfaced with team members from all functional disciplines as well as senior management in order to
document business requirements and system enhancements​. ​Overseen the successful implementation of new
interventions, as directed. Evaluated existing quality initiatives to measure their value, making improvements as
needed.​ ​Partnered with internal departments to identify potential areas of focus for new programs, transformed ideas
into programs, and then implementations. Contributed to process improvement across functions and within
departments and oversee assignments that are moderately complex in nature where judgment is required in resolving
problems and making routine recommendations.
● Partnered in change management activities associated with process improvement. Engaged leadership and
stakeholders in obtaining support and buy in for new changes. Developed and oversee the specific strategic and
tactical initiatives designed to achieve and maintain 5 Star Rating goal. Takes an active role in assisting the Quality
Improvement Team in business process development and other QI activities. ​Developed processes, management
reports and metrics to create transparency and influence pro­active decision making. Planned and coordinated
research studies in support of strategic planning and specific marketing initiatives, as required, and presented findings
to client committees
SR QUALITY ASSURANCE AUDITOR ​05/2012 – 10/2014
BLUE SHIELD OF CALIFORNIA Woodland Hills, California
● Provides feedback and presentations to Supervisors, Managers and Directors regarding audit results, weekly and
monthly department performance metrics. Analyze operational data to discern appropriate audit components, delegate
corrective actions, develop customized audit programs, and assess processes and controls, as well as opportunities for
process improvements. ​Reviews the results of call­monitoring and quality reviews with staff. Uses results of call
monitoring reviews to trend quality issues and provide feedback, develop training plans, and refers outcomes to
leadership staff.
● Listens to and evaluates recorded customer service contacts to validate proper handling and adherence to company
standards and requirements. Participates in call calibration sessions to gain consistency. Translates business
requirements for Medicare operations from CFS System to Facets. Provides monitoring and scoring data through a
series of reporting mechanisms to various departments. Contributes to preparation of quality reports for management
staff review.

2. INTERMEDIATE INSTALLATION REPRESENTATIVE ​8/2009 – 5/2012
BLUE SHIELD OF CALIFORNIA Woodland Hills, California
● Responsible for assignments that range from routine to moderately complex. Process Enrollment Applications and
Disenrollment request. Manages file maintenance, eligibility, account reconciliation, account renewal, billing, etc.
Searches for solutions based on acquired knowledge. Recommends or executes corrective action.
ASSOCIATE INSTALLATION REPRESENTATIVE ​9/2007 – 8/2009
BLUE SHIELD OF CALIFORNIA Woodland Hills, California
● Collected and verified information concerning eligibility, provider status, benefit coverage, and coordination of
benefits on the telephone from members. Complied with organizational policies and procedures, regulatory
requirements and other established criteria and guidelines. Assisted in preparing and submitting reports or
assignments as needed to meet organizational initiatives and/or objectives. Maintained confidentiality of company
and protected health information.
MEDICARE CUSTOMER SERVICE 2/2007 – 9/2007
SPHERION STAFFING SERVICES​(Assignment ­ ​Blue Shield of California​) Los Angeles, California
● Responds to and resolves various customer inquiries, and resolves claims problems within established production and
quality standards.
MARKETING ACCOUNT SPECIALIST 7/2004 – 12/2006
HARRIS CONNECT Chesapeake, Virginia
● Created and updated scripts and profiles needed to provide high quality tech support for multiple software
applications; monitored applications for defects and programming errors; assisted supervisors in monitoring/auditing
representative calls with clients for quality assurance purposes.
● Tested new procedures, delivered user documentation and training, and created new user accounts over a secured
network; developed long lasting relationships with organizations and clients, maintained databases for 4,000+
organizations, such as high schools, colleges, universities, and alumni associations.
FIELD SERVICE TECHNICIAN II (DATA) 5/2000 – 6/2004
COX COMMUNICATIONS Chesapeake, Virginia
● Performed installation, maintenance, and repair of digital cable and high­speed internet services and equipment;
ensured quality of service and product; and evaluated and provisioned project technologies and supplies.
● Completed work orders, carried out troubleshooting and support, managed customer complaints, and resolved issues.
Trained new employees during live field operations. Consulted with clients on new and existing products/services;
provided recommendations to meet customer needs and requirements.
● Responded to 30­35 residential service calls per week to install/maintain/repair cable and high­speed Internet
services/equipment, as well as engage in sales activities (consistently exceeded sales goals); also installed drivers for
USB connections and adapted modems for high­speed Internet.
__________________________________________________________________________________________
EDUCATION
● MASTER OF INFORMATION SYSTEMS MANAGEMENT​ ​(MISM)
KELLER GRADUATE SCHOOL OF MANAGEMENT, ​Sherman Oaks, California
● BACHELOR OF SCIENCE – TECHNICAL MANAGEMENT (BSTM)
DEVRY UNIVERSITY, ​Sherman Oaks, California
● SIX SIGMA LEAN GREEN BELT CERTIFIED​–​New Horizons Learning Center
● PROJECT MANAGEMENT PROFESSIONAL (IN PROGRESS) ­ ​Project Management Institute
● UNITED STATES VETERAN​ (US Navy 1993­1997)