Cynthia

Potter
Tucson, Arizona
520-954-5454 cynthia@hiddenparadox.com

Organizational Development Executive Project Management, Business Development

Possessing more than 20 years of experience in diverse organizations representing airlines, healthcare,
manufacturing and higher education to name just a few. Leveraging inherent skills to guide, manage and
influence successful business operations, identify and mitigate risk, empower senior management team, manage
human resources, deliver brand enhancement and ensure the revenue and profit attainment agenda within
select corporate environment through expertise in:

HR/Operations Management Strategic Relationship Management Lifecycle Project Management
Solutions Design/Delivery Analysis/Evaluation/Due Diligence Training/Development
Process Improvement Corporate Efficiency Modeling Collaborative Leadership
Professional Experience

Cenpatico Integrated Care Tucson, AZ 2015 to Present

Integrated Care Administration / Director
Primary role focused upon directing strategic work of the executive group, supporting the work of internal and
external stakeholders, and facilitating cross-functional planning for individual business systems. Administered
cross-functional teams in project and program initiatives across all departments. Using project management
tools and techniques, led multiple cross-functional teams consisting of associates from all business units
including compliance, finance, medical management and operations, delivering tactical change initiatives that
had successful impact on strategic contract commitments to the State of Arizona.

Achievements from July 2016 to November 2016:

While the industry standard for ED visits has increased 30% over the past three years, Cenpatico-IC realized
an 8.5% decrease in emergency department utilization for their members with serious mental illness.
An average of 21% of members (over 1900 people) enrolled in the Care Management Program netted
decrease in their total health risk score each consecutive month; prior to the introduction of this initiative,
there had been zero change in risks scores.
420 homeless members received housing support resulting from multiple venues to include grants,
subsidies, etc.

Project Manager - Special Assignment
Selected by the Executive Team for a special assignment as project manager, to redesign and implement
changes to the crisis response and stabilization system. Co-developed strategic plan of action, oversight of
implementation and education for new system completed. This redesign influences positioning the company for
growth. Organizational survival/sustainability; creating short and long-term solutions.

Achievement:

Led change initiative by restructuring a decentralized delivery model to a shared-service model.

Implemented in 120 days, with improvements in regulatory and time sensitive community crisis services
provided both internally and by first and second responder provider partners.

Sonora Hospital 2008 to 2012
Director of Risk and Compliance
Led compliance and risk management initiatives across all hospital functions as well as managing relationships
and maintaining communications with stakeholders at all levels, both internally and externally.

Achievements:
Identified need for new outcomes reporting process; developed and implemented throughout hospital.
Facilitated action planning and change management program that became the operational benchmark
playbook in all situations specific to internal process redesign and/or new process development.
 Cindy Potter Page Two

Director of Organizational Effectiveness
Oversight and execution of company-wide integrated approach to managing the delivery of healthcare services
as well as the identification and analysis of structural and process improvement opportunities. Led
organizational effectiveness efforts, beginning with executive team and cascading to all levels in the
organization, targeting the design and implementation of best practices in specific work areas as well as an
overall process to engage employees at all levels throughout the hospital. Oversight of all performance and
project management programs, to increase participation and management reporting.

Achievements:
Developed and implemented an outpatient clinic that produced over $1M in revenues in the first year of
operation.
Delivered presentations to executive team, quality group and medical/physicians team to secure approval
for implementation of management reporting process, increasing the use of data-driven decisions.

Hidden Paradox Management Consulting, LLC 1995 to Present
President / Partner
Primary services focused upon organizational assessment followed by directing strategic work of the client
organization, supporting the work of business lines, and facilitating business planning for individual business
units. Process improvement tools and techniques taught and implemented. Teambuilding and Executive
Coaching built in as needed. Project management approach to managing operational processes.

A Sample Client List:
Business Incentives Worldwide Carlson Companies Cooperative Power.
3M Minnesota Department of Hotel Sofitel
IBM Revenue MicroAge
Duke University, Fuqua School of National Rural Electric University of Arizona
Business Cooperative Association US Steele

Led process improvement efforts at the Coal Creek Station Power Plant this is what the client is saying; The
results have been significant by any measure. Our initial investment in the improvement effort was repaid in the
first six months; a benefit/cost ratio of 3:1 occurred in the first year. The net benefit to Cooperative Power of
this effort is estimated at over $2 million for the first year with increasing amounts projected in subsequent
years.

Collaboration with MicroAge assisting Carlson Companies with a company-wide process redesign in their data
analytics area. Feedback from MicroAge upon completion of the project;: You were extremely professional,
gracious and warm. Your demeanor and countenance elevated the entire project. Your easy, relaxed
communication with the executives was also hugely comforting to me. You easily gained their trust and it was
evident that the executives placed high value and credibility on your remarks.

Additional Professional Experience

Delta/Northwest Airlines Bloomington, MN

Vice President, Organizational Development and Customer Experience

Managed comprehensive elements of operation to include customer experience strategies, labor relations,
corporate culture, development of NW University educational system, and employee engagement.

Education Professional Development & Affiliations Certifications Awards

Masters Degree Organizational Psychology Adler Graduate School (graduated with honors)

Bachelor of Science Business Management - Minnesota State University (minor in economics)

Statistical Process Control Certification - University of Tennessee

Examiner, Malcolm Baldrige National Quality Award Examiner ISO 9000