Customer Service Human Resources

Cynthia Hines

Grand Blanc, MI ***** 231-***-**** ********@*****.***

Profile

Highly engaging Human Resources Executive with experience building and

managing world-class organizations, primarily within the medical industry.

Demonstrated success in managing change in fast-paced, results-oriented

work environments. Exhibit expertise in the areas of workforce planning,

project management, team building, performance management, language

services, safety and organizational development. Rely on remarkable

interpersonal skills to solidify key relationships with physicians, board

members, hiring managers, vendors, union leadership, and community

partners; focus on achieving shared organizational goals. Consistently

drive favorable results through strategy development, program

design/implementation, and process streamlining. Core competencies include:

Workers' Compensation ~ Unemployment ~ Acquisitions ~ Culture of Safety ~

Diversity & Inclusion (D&I) ~ HRIS

Employee Relations ~ Talent Acquisition ~ Change Management ~ Workforce

Reductions ~ Compensation & Benefits

Leadership Development ~ Time and Attendance ~ Labor Relations ~

Relationship-Based Care ~ Integrity Complaints

Professional Experience

Hurley Medical Center (HMC), Flint, MI Apr 2014 - Jun 2014

Vice President of Human Resources

Directed all people functions of HMC (2,500 employees, 9 bargaining units,

5 student residency programs, and several hundred contracted employees)

according to organizational policies and practices. Ensured HR compliance

with legal, ethical, accreditation, and regulatory agencies. Guided a staff

of 21 HR professionals and led functions performed by the Human Resources

department. Administered workers' compensation, talent acquisition, HRIS,

hospital orientation, onboarding, performance management, total rewards

programs, employee health, leave programs, D&I, and employee relations.

Oversaw strategic HR planning to secure the best talent for HMC.

Participated in monthly meetings with the Board of Managers.

. As member of senior leadership team, engaged in developing and

implementing long-range planning as well as daily operational goals and

objectives.

. Served as consultant to the Labor Relations Officer regarding labor

matters.

. Collaborated with union coalition to address topics of mutual interest to

the organization as Hurley Labor Management team member.

Mercy Health, Muskegon, MI Jul 2008 - Apr 2014

Director of Human Resources (May 2013 - Apr 2014)

Planned and headed day-to-day operations of all HR functions for health

system comprised of 4 campuses, 3 hospitals, and 24 primary care offices.

Managed HR staff in a direct/matrix reporting structure across several

locations. Ensured seamless, cost-effective coordination and execution of

HR services, such as benefits, absence management, workforce reductions,

culture, training and development, and HR compliance programs. Worked

collaboratively with Director of Labor Relations to implement negotiated

union contractual agreements. Placed great emphasis on customer service and

professional interactions.

. Contributed significantly to RN to BSN initiative in conjunction with

Nursing.

. Created a high reliability environment using Just Culture, Culture of

Safety, and Relationship-Based Care approach.

. Championed acquisition and onboarding of new physician practices.

. Spearheaded successful roll-out of new health care benefits, retirement,

and absence management program.

. Redesigned best-in-class Talent Acquisition program for all West Michigan

locations.

. Established Associate Resource Groups to engage, retain, and develop

Millennials and People of Color.

. Launched "Mentor Walk" program, which forged mentoring relationships

between high-potential employees and senior leaders/directors.

. Acted as HR consultant for major $220M new hospital and consolidation

project.

Interim Director of Labor Relations (Jan - May 2013)

Led hospital's employee/labor relations function by designing, planning,

and implementing programs, policies, and procedures to integrate HR and

business strategies. Represented management in the union-management

relationship, fostering solid labor-management relationships with 8

bargaining units represented by 4 unions (SEIU, MNA, NUHW, and IAMAW).

Prepared and participated in negotiations of union contracts, effects

bargaining agreements, mutual interest meetings, and NLRB charges.

Cynthia Hines Page Two

Professional Experience

Mercy Health, Muskegon, MI Jul 2008 - Apr 2014

Interim Director of Labor Relations - Continued

Ensured consistent application of all provisions for agreements; prepared

for and represented hospital in grievance and arbitration hearings.

Counseled employees and management on employee relations matters.

Supervised daily activities of Labor Relations Specialists.

. Partnered with legal counsel to develop and run an anti-certification

election campaign.

Director of Employment and Diversity (Jul 2008 - Jan 2013)

Provided oversight for functional area and daily HR operations. As

strategic business partner with health system leaders, addressed staffing

issues, reclassified positions, and consolidated/restructured departments.

Contributed to annual strategic planning and talent management processes.

Directed strategic recruitment and employment programs. Supervised a staff

of professional recruiters and support personnel. Conducted orientation for

new employees, student interns, job shadows, and contracted employees.

Worked with management to ensure timely understanding of current and future

workforce needs; implemented improvements to staffing processes, including

sourcing and selection. Led oversight of Language Services to deliver

culturally appropriate and timely services; managed the Language Services

Supervisor and a 15-member staff of on-site interpreters. Designed strategy

to optimize services based on national best practices.

. Aided house-wide leaders in finding solutions, including onboarding new

employees resulting from mergers/acquisitions and responding to quality,

safety, risk, and regulatory issues.

. Teamed with Trinity Health home office and local leaders to launch D&I

plans aligned with Trinity strategy.

. Ensured seamless integration of diversity into core HR systems/processes

by driving interventions, metrics, and programs; increased value and

return on investment (ROI) of diversity plans.

. Set nursing recruitment and retention strategy with CNO and senior

nursing directors to forecast future nursing needs.

. As member of Policy Steering Committee, defined guidelines for

maintenance and use of Policy Tech (online system). Blended HR policies

post-merger across multiple locations and business units.

. Supported labor strategy for 8 bargaining units. Facilitated labor

meetings concerning pension changes and effects bargaining post-merger.

Administered negotiated changes related to job awards and rates of pay

changes.

. Implemented applicant tracking system (ATS), with integrated onboarding

and background check systems.

. Launched new contingency staffing vendor management system, in addition

to overseeing pre-employment cognitive, behavioral, and personality

testing (ACT and Test Source); FTE control process for position posting;

exit interview process with third-party vendor; and integrated background

check system.

Hackley Hospital, Muskegon, MI Jan 2006 - Jun 2008

Compensation Manager (Nov 2006 - Jun 2008)

Designed, maintained, and executed total rewards compensation program to

attract and retain staff members. Directed salary and wage administration

for 1,500 employees. Performed annual market survey and recommended pay

structure adjustments based on survey data and internal equity

considerations. Implemented performance evaluation process, serving as a

consultant and mentor to managers to drive performance. Maintained current

ADA-compliant, competency-based job descriptions. Assisted in preparing

physician and mid-level employment contracts, renewals, and bonus payments.

. Functioned as chapter lead for HR Joint Commission accreditation

standards; interfaced with independent contracted associates to meet

Joint Commission and IRS standards.

. Led team of Nursing Educators to develop unit-specific, competency-based

RN job descriptions.

. Strategically redesigned the mid-level provider compensation and

orientation model.

Labor Relations Representative (Jan - Nov 2006)

Oversaw union job awards across different collective bargaining agreements,

contract negotiation preparations, arbitrations, and labor/employee

relations. Led grievance hearings and produced responses. Conducted

conflict resolution sessions to enhance employee relations. Monitored

corrective action process and no-fault attendance policy.

. Implemented policy changes, which improved FMLA administration.

. Spearheaded food service job redesign, collapsing job classifications

from 7 to 3. Facilitated the reassignment of 40+ represented employees

through a specially designed job bid and award process.

. Generated workforce reductions of union employees, which involved

displacements, bumping, and recall process.

. Drove FMLA process improvements, reducing frequency of inappropriate

leaves. Trained more than 80 hospital leaders on FMLA provisions.

Cynthia Hines Page Three

Professional Experience - Continued

Sun Chemical, Muskegon, MI Oct 1985 - Dec 2005

Quality Control Supervisor

Supervised 12 salaried employees in a union environment. Managed all

aspects of process improvements, leading several quality teams as well as

inventory control, plant scheduling, departmental budgeting, training and

facilitation, ISO quality system maintenance, and internal auditing

activities across multiple locations. Maintained customer relationships

through joint test measurement projects, complaint investigations, and

customer meetings.

Education / Licensure

Doctor of Health Administration (DHA) - Central Michigan University, Mt.

Pleasant, MI Expected graduation: 2015

Master of Science in Administration (MSA), HR - Central Michigan

University, Mt. Pleasant, MI 2008

Bachelor of Science in Business Leadership - Baker College, Muskegon, MI

2005

Credentials

Certificate International Health Care - Central Michigan University

Current

Certificate of Diversity Management - Georgetown University 2013

Leadership West Michigan Graduate - West MI Coalition of Chamber of

Commerce 2009

Senior Professional in Human Resources (SPHR) Certification - HCRI 2008

Salary Administration - World at Work 2006

Certified Six Sigma Green Belt, Breakthrough Technologies 2003

Certified Facilitator, Development Dimensions International (DDI) 1998

Professional Affiliations

Board of Directors - Red Cross, Muskegon Chapter (2012-2014) ~ Red Cross

Heroes Campaign Co-Chair (2010)

United Way Loaned Executive (2010) ~ Love At Work Award - Muskegon

Community College (2010)

Board of Education - Muskegon Heights Public Schools (1995-2010)

Board of Directors - Hackley Visiting Nurses (2008-2009)

Chamber of Commerce, Diversity Committee (2008)

Computer Skills

PeopleSoft, API, Kronos, Test Source, Skill Survey, Certiphi, ThinkWise,

Digital Couch, Success Factors, Position Manager

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