Customer Service Quality Assurance

CYNTHIA K. GORNICK

**** ********** **** . ******, ** 78731

Residence: 512-***-**** . Cell: 512-***-**** . Email:

************@*****.***

Summary

Experienced leader in operations management of senior living, hospitality

and service organizations with a reputation for creative problem solving,

coaching multi-disciplinary teams, ensuring quality programs & services,

admissions/occupancy development, community relations, and improving

financial performance. Experience includes working in both for profit and

non profit organizations.

Areas of Expertise

Alzheimer's Care, Assisted Living, Independent Living, Senior Housing,

Skilled Nursing & Rehab

. Senior Living / Operations Management

. Stakeholder Relations & Stewardship

. Oral & Written Communications

. Values-Centered Leadership

. Admissions / Occupancy Development

. Best Operating Practices

. Budgeting & Financial Management

. Quality Programs & Services

Select Accomplishments

. Reversed declining census and increased referral support through

strategic public relations campaign in response to a highly publicized

investigation of the center, by the Department of Health.

. Improved public relations, resident's check in experience, and culture of

the center through increased customer service focus and initiation of

"Acknowledge Everyone" and "Catch Me Caring" programs.

. As the fourth Administrator of a new senior care facility (less than two

years), initiated a program to creatively engage staff in each department

and successfully led the facility out of a provisional license to full

licensure.

. Improved customer service and increased admissions by initiating retrofit

of a beauty shop in collaboration with the community resources (Dillards,

Mary Kay Cosmetics, professional photographer, hairdresser and builder)

making it more appealing and personalized for senior clientele.

. Coordinated expansion of 30-bed specialty Alzheimer's unit to 53 beds,

implemented a customer-focused hospice program, renovated the rehab

department, and expanded a 14-bed Heritage luxury unit to 30 beds with a

full time concierge.

. Identified revenue opportunities and increased referrals with a net

revenue increase from 2 million dollars to 3 million dollars in one year

and exceeded a 3.4 million bottom line each year thereafter.

. Cultivated increased mission awareness, participation and contributions

through speaking engagements and newspaper, radio and television

interviews on behalf of Ronald McDonald House.

. Implemented new programs/services at Ronald McDonald House Charities to

meet needs of the families (i.e. volunteer meal programs, complimentary

cell phones with unlimited call service, shopping assistance,

transportation assistance, pet therapy and a Special Care Library).

. Conducted an $8.6 million capital campaign for St. Michael's to build the

24,600 square foot campus center, outdoor track and baseball field.

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Professional History

Austin Bridge Builders Alliance Austin, TX

Director of Advancement 2009 - Current

Non profit organization that connects or "builds bridges" among

individuals, business leaders, churches and non-profit organizations to

leverage strengths and resources, launch leaders and initiatives and

communicate vision reaching strategies to collectively impact needs of the

city and region. Oversee fundraising & development efforts, coordinate city-

wide communications team, develop operational infrastructure, and

collaborate with leadership teams.

. Coordinate city-wide communications team with representatives from ten

organizations, which shares resources, collaborates on media releases /

coverage, develops tools and best operating practices, resources city-

reaching initiatives, and has trained staff from the 300+ churches

participating in citywide Explore God initiative.

. 100% increase in comprehension of mission/vision and donations with

coordination of a project team that created a 4 minute animated graphic

video that shares "how we do what we do" in an informative, interesting

and engaging manner

(the video replaced a 45 minute complex verbal presentation).

. Record participation of over 200 attendees at each coordinated special

event to share the vision and engage business leaders and pastors (i.e.

Rich Stearns Living & Leading Courageously Breakfast, Business Leaders

Vision Luncheons, Explore God Fundraising Luncheon, Pastors Leadership

Austin-type program, and donor sponsored receptions).

St. Michael's Catholic Academy

Austin, TX

Director of Development

2005 - 2009

A 500-student private college preparatory high school. Accountable for

leadership and operation of admissions department, fundraising activities

(annual fund, capital campaign, endowment, and special events), branding

and marketing/public relations, and an off-site thrift shop.

. Recorded three consecutive years of record enrollments and achieved back-

to-back fundraising records in Annual Fund, golf tournament and gala

revenues.

. Increased communication information sharing with stakeholders through the

launch of an electronic newsletter; first ever Annual Reports, expanded

and upgraded bi-annual Alumni Magazines and creation of an informative

capital campaign brochure.

. Re-engaged Alumni through Alumni of the Year Award, board participation,

reunion receptions, and special events.

Ronald McDonald House Charities

Austin, TX

CEO 2000

- 2004

Provided overall leadership and direction of Ronald McDonald House lodging

and services for families with ill or injured children in the hospital,

Community Grants, Family Assistance, Scholarship and Bereavement Programs.

Responsible for fundraising and development activities, communicating the

mission, developing collaborative relationships in the community,

operational overview, recruiting and training/orienting staff, board

development, fiscal management and stakeholder stewardship.

. Increased occupancy from 60% to 100% with a waiting list and developed

collaborative relationships with area hotels to help more families in

need with free or discounted lodging.

. Increased community participation and donations through House tours,

implementation of the Pull Tab Program and expanding the volunteer

program by inviting individuals and area businesses to participate.

. Collaborated with community organizations to raise funds to benefit RMHC

(i.e. the "Spy Kids" movie premiere, Southwest Airlines Golf Tournament,

Temple-Inland Walk, Jim & Dee's Fish Fry, Disc Golf Tournaments, etc.)

. Creative marketing & fundraising approach resulted in exceeding budgeted

gala revenue despite economic downturn following the national 911

terrorist attack. Experienced record fundraising highs netting over

$300K from the Bandana Ball/Gala and over $83K from the holiday campaign

through working with talented staff and volunteer committees.

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Lutheran Social Services of the South, Inc.

Austin, TX

Vice President for Health Care Services

1996 - 1999

Prior to coming on staff in 1996, Lutheran Social Services was a client

through Ernst & Young. Accountable for operations of three independent

living facilities, a personal care complex five nursing centers, and the

division support team: As a member of the executive team, assisted with

development of the future agency "road map" by participating in ten-month

strategic planning project.

. Initiated and completed facility renovation projects to expand services

and remain competitive in several markets.

. Successfully recruited a talented health care division team of managers

to provide resources and training in areas of quality assurance, nursing,

specialty programs, marketing & census development and reimbursement.

. Eliminated costly agency personnel with the development and

implementation of a recruitment & retention program.

. Judgment to disqualify facility for $165K in outstanding insurance

reimbursement was turned around after meeting with representatives from

state agency to present and plea case (judgment had occurred prior to my

hire).

Ernst & Young, LLP Tampa, FL

Consulting Manager - Health Care

1994 - 1996

An international "Big 6" Professional Services Firm with a Health Care

Consulting Division, the largest nationally, with approximately 1,000

consultants serving companies such as hospitals, nursing home chains, home

health, and senior retirement housing organizations. Responsibilities

included selling and delivering consulting services, project management,

creating value for clients, and delivering oral and/or written reports with

recommendations. Expanded knowledge and experience through participating on

not only long-term care and assisted living projects but, also continuing

care retirement centers, home health, reimbursement, and hospital projects.

Projects included Nursing Home Cash Flow Enhancement Studies, Quality

Reviews, Certificate of Need Applications, Reimbursement Rate Maximization

Reviews, Medicare Training and Financial Non-Performance Reviews.

Manor HealthCare Corporation Pennsylvania & Illinois

Administrator 1986 -1994

National healthcare provider with over 160 skilled nursing, personal care,

independent living and assisted living centers. Promotions were related to

census growth, developing new programs/services, improving customer

satisfaction, quality care & services, recruiting and leading talented

management teams, increasing profit margins and turning around under

performing facilities.

Assumed increasing complex responsibilities during eight-year tenure at

Manor Healthcare starting with Assistant Administrator in 1986 to

Administrator within one year.

Americana-Monticello Healthcare & Rehab/Manor Care - Oak Lawn, IL (1990-

1994)

185-bed facility with a 30-bed upscale luxury unit, 53-bed Alzheimer's

unit, and skilled care & rehabilitation wing.

Leader Nursing & Rehab/Manor Care - Bethel Park, PA (1988 to 1990)

120-bed upscale private pay facility with a 15-bed luxury unit and a

separate 30-room Personal Care Center, .

Leader-Whitehall/Manor Care - Lancaster, PA (1987 to 1988)

175 bed private pay facility with a 20-bed upscale luxury unit and 30-bed

Alzheimer's unit.

Barley-Kingston Court/Manor Care - York, PA (1987)

Interim Administrator - while Administrator on Medical Leave

120-bed private pay facility.

Leader Nursing and Rehab Center/Manor Care in Pottstown, PA (1986 to 1987)

150-bed facility and a 30-unit Personal Care Center.

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Education & Professional Development

Bachelor of Science, Business Administration - Gwynedd-Mercy College;

Gwynedd Valley, PA

Graduate Courses - St. Xavier University, Chicago, IL

Leadership Austin - Class of 2003

Licensed Nursing Home Administrator (PA and IL)

Computer Proficiencies

Competent in Microsoft Word, Excel and Outlook. Trained and experience with

PowerPoint Presentations and the Raiser's Edge relationship and donor

database management system.

Professional Affiliations

1999. Texas Health Care Association Board Member

1996-1999 American Health Care Association - Texas Representative

References

Available upon request.

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