Resume

1. Hayley A. Hendricks
5589 Loveland Street ■ West Bloomfield, MI 48322
(850) 516-7280 ■ hayley_hendricks@yahoo.com
Healthcare Account Management Professional
Dynamic client management specialist and results-driven project coordinator with extensive account management
experience. Successful track record of planning and executing large-scale, critical projects for major healthcare
organizations. Achieved a high rate of client satisfaction, account growth, and retention by meeting project goals,
reducing costs, improving processes, and strengthening relationships.
Areas of Expertise
Project Planning & Project Management ■ Client Servicing & Account Management ■ Problem-Solving
Needs Analysis & Solution Development ■ Team Building & Consensus Building ■ Public Relations
Process Improvement ■ Office Management ■ Sales & Marketing ■ Business Development
Professional Experience
NICOPOLIS RACING, Detroit, MI (Temporary Position)
Office Manager ■ Jan. 2011 – Present
Function as primary customer contact. Coordinates all processes related to liquidation of inventory. Track and
monitor all inventory inquiries and sales. Process all account payable and receivable transactions.
MEDIMPACT HEALTHCARE SYSTEMS, San Diego, CA
Client Manager, Sept. 2008 – Nov. 2010 ■ Client Service Specialist, Sept. 2008 – Sept. 2009
Enhance service delivery, strengthen client relationships, and increase revenue in top-tier accounts for a pharmacy
benefit management company that services major health insurance corporations. Selected to manage the Blue
Cross Blue Shield and Kaiser Permanente accounts in the HMO Division.
 Played a key role in increasing account volume 15% in one year for the Blue Cross Blue Shield account
by partnering with client to achieve key operational objectives; assessed client’s needs and devised
project plans; led cross-functional meetings with IT, clinical team, and customer service; projects included:
• Spearheaded large-scale projects to facilitate major formulary changes; crafted diplomatic correspondence
to outline changes that negatively impacted members’ coverage; completed project in accordance with
critical deadlines and with minimal disruption to members.
• Tasked with planning and implementing a company-wide educational program for Blue Cross Blue Shield’s
smoking cessation drug; created systems for the delivery of educational information and additional
resources to members; met all project milestones, enabling company to meet program targets.
• Successfully implemented a conversion from open formulary to closed formulary for the client’s contract
with General Motors; worked closely with internal IT and clinical teams to complete project within the client’s
strict eight-month deadline; enabled client to implement changes on time and achieve cost-saving
objectives.
 Provided first-rate account servicing to Kaiser Permanente, which strengthened client relationship and
resulted in a 15% increase in account volume; enabled company to further penetrate account and capture
additional market share; accompanied business development manager on quarterly visits to each region to
develop strategic plans, resolve complex challenges, and review project progress; projects included:
• Enabled the company to implement a large-scale change in processing and coding procedures throughout
its network of 300 pharmacies; created and distributed materials to educate pharmacy in pending
modifications.

2. • Led a critical project for Kaiser Ohio to implement a statewide prescription benefit reconfiguration affecting
20,000 members; worked closely with internal benefits team and client’s support team to coordinate project;
developed and presented claims scenarios via teleconference that reflected benefits changes.
 Member of an internal committee to reconfigure a med manual outlining processes for Client Managers
and Client Service Specialists; increased efficiency and productivity for all account management team
members by converting a disorganized array of loose documents into a streamlined, centralized manual.
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Professional Experience (Continued):
Mar. 2007 – Sept. 2008: Cared for an ailing relative
AMERISOURCEBERGEN, Columbus, OH
Account Manager ■ July 2006 – Mar. 2007
Managed and grew accounts throughout Michigan for a wholesale pharmaceutical company. Developed and
implemented account strategies to maximize penetration and revenue. Increased revenue by analyzing clients’
needs and identifying new business opportunities. Consistently achieved or exceeded sales and account goals.
Increased sales volume by successfully marketing expanded services for indigent patients. Facilitated the sales
and implementation process as a sales project coordinator.
NEW HORIZON FINANCIAL, Pensacola, FL
Office Manager/Loan Officer ■ 2002 – 2006
Managed day-to-day office operations for a full-service mortgage broker. Performed detailed assessments of
clients’ needs and financial backgrounds. Increased sales volume through the negotiation of interest rates, points,
and terms of loans. Collaborated with colleagues to develop effective marketing strategies and sales campaigns.
PHARMACIA (Currently Pfizer), Atlanta, GA
Major Account Specialist ■ 2000 – 2002
Performed all aspects of account management for one of the company’s largest accounts, Cardinal Health, which
consisted of 26 distribution centers nationwide. Served as primary contact on an account management team.
Contributed to increased client satisfaction and account retention through timely problem resolution, personal
attention to client’s concerns, and effective account management.
Telesales Representative ■ 1997 – 2000
Served as member of sales team to promote Depo-Provera, one of the company’s leading products. Maintained
weekly contact with healthcare providers to monitor inventory levels and increase prescriptions. Distributed
product education literature to physicians and health clinics. Earned commendations from sales team and clients
for exceptional sales and account management performance.
Prior Experience
Pan American Life Insurance Company, Atlanta, GA
Claims Supervisor/Claim Auditor/Claims Analyst ■ 1989 - 1987
Education & Computer Skills
Michigan State University, East Lansing, MI – General Studies
Computer Skills: Microsoft Word, Excel, Power Point, SalesForce