Customer Service Human Resources
Resume:
MITZI LICKWAR
**** ****** **** ******, ** ***** Tel; 832-***-****
*********@*****.***
July 11 2013 – Current Texas Administrator License
July 11 2015
EDUCATION & HONORS
L.C.D.C. Chemical Dependency & Other Addictions Licensure; Cadwalder Hospital
1993
Behavioral Center,
1983 B.S. Criminal Justice/Psychology; The University of South Carolina, Columbia, SC
PROFESSIONAL EXPERIENCE: ADMINISTRATOR
July 2012 July FUNDAMENTAL HEALTH CARE 165 BED FACILITY HOUSTON, TX
Stabilized this challenged facility, by utilizing the company’s tools to considerably reduce
2014
turnover rates to 0% in management.
Designing and implemented a comprehensive Customer Service Program, reducing patient
care concerns, and increasing patient and family satisfaction.
Considerably reduced Complaint Investigations by DADS.
CANTEX CONTINUING CARE NETWORK 112 BED FACILITY KATY, TX
September 2011
Successfully opened this 112 bed SNF with a growth rate over half of the projected budget.
– July 2012
October 2010 – HCR MANOR CARE, HOUSTON, TX
Successfully achieved expense control through Departmental Operations Management and
September 2011
Labor Cost Controls.
Increased customer satisfaction 15% over company average through staff motivation,
training and retention programs.
Reversed and stabilized a rapid census decline by an average of 17 patients within four
months through problem resolution, Process Redesign, and Product and Development
Analysis.
Achieved Market Share of 14.9% with 15% being the highest.
Total quality management results 89% return to home rate.
Successfully cared for high acuity patients with a recidivism rate of 17% for returns to
hospital in less than 30 days.
Reduced staff turnover from 100% to 61% in eight months.
September 2010 LEGEND OAKS NORTH, 124 BED FACILITY * HOUSTON, TX.
Successfully opened new facility with zero deficiency Health and LSC Survey’s.
November 2019
Ramped census for 3 to 67 residents in just over four months with a Growth rate of 28.1%
over the ADC Budget.
Received verbal recognition from DADS for deficiency free opening.
SAVA WESTCHASE HEALTH & REHABILITATION CENTER, 180 BED FACILITY HOUSTON,
August 2007
TX.
November 2009
Facilitated all operations.
Achieved the lowest turn over rate in my region.
Developed and implemented successful Customer Service Programs, which considerably
reduced visits from Dads and the scope of their severity.
ASSISTANT ADMINISTRATOR
July 2006 August SAVA CYPRESSWOOD HEALTH & REHABILITATION CENTER, HOUSTON, TX
Assisted the Interim Administrator maintain compliance with company systems.
2007
Re submitted POC’s for Health and LSC Surveys, both were accepted for desk clearance.
Worked closely with Human Resources to stabilize staff after an unsettling survey.
September 2004 SAVA THE VILLAGE HEALTHCARE CENTER, 204 BED FACILITY HOUSTON, TX
August 2006 Balanced labor and over time.
Chaired the Interdisciplinary Team meetings including PPS.
Investigated and resolved resident and family concerns.
Oversaw DADS surveys and the POC’s.
ADMISSIONS DIRECTOR AND ADMINISTRATOR IN TRAINING
SAVA NORTHWEST HEALTH & REHABILITATION CENTER, HOUSTON, TX
April 2004
Coordinated facility refurbishment and ramped census from 98 to 136, over budget in 2
September 2004
months.
Completed my A.I.T. during this time.
Trained my replacement and went to a sister facility.
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