Customer Service Management

Don Hendrickson

** ********* ****, ****** ****, SC 29926

abn65c@r.postjobfree.com 843-***-****

QUALIFIED BY

Extensive physician recruiting experience including expertise in: (

Developing Effective Sourcing Strategies ( Managing the Recruiting

Process ( Effectively Selling the Benefits of Employment (

Screening and Credential Verification ( Effective Interviewing (

Managing Candidate Site Visits ( Effective Data Base Management (

Hiring Qualified Clinical Candidates ( Executing Employment

Agreements ( Training Physicians on Policies and Procedures (

Interacting Effectively with Physicians and Business Partners ( Ability

to Develop Creative Ways to Recruit Physicians ( Issue Resolution (

Outstanding Communication Skills ( Thorough Understanding of Managed

Care Programs ( Strong Work Ethic

EXPERIENCE

CareCore National, Bluffton, SC Physician Recruiter

August 2012 - December 2012

Created and implemented recruiting plan. Executed sourcing strategies

to identify best qualified physicians for physician reviewer positions.

Developed and placed advertisements. Interviewed physicians. Hired

qualified physicians, developed and implemented on-boarding process to

integrate physicians into the CareCore team. Worked closely with the

VP. Human Resources, Chief Medical Officer, Medical Directors,

recruiters and other support staff. Hired and oriented 12 physicians in

less than five months through effective sourcing, persuasion,

negotiation, and on-boarding.

Hendrickson and Associates/Garcia Thayer Group, Hilton Head, SC,

Physician Recruiter, April 2011 - August 2012

Developed business model and manage recruitment process. Source

physicians from diverse data bases. Recruit physicians for hospitals,

clinics, medical practices and other healthcare organizations. Identify

prospective employers and establish strong relationships through

networking, effective communications, and persuasion. Negotiate and

close contracts that are compliant with federal and state laws.

Communicate and interact effectively with applicant, hiring manager,

employer, state agencies and others. Recruit, contract and credential

candidates that effectively match client's needs.

Coalition for Human Care, Chairman IT Committee/ Customer Eligibility

Screener, Southern Pines, NC

March, 2008 - December

2010

Managed project to develop web based software to determine eligibility

and register customers for Coalition services. Coordinated work of

hospital IT staff and Coalition IT consultants to conceptualize,

design, develop and implement new and creative program. Resolved issues

and implemented new strategies to achieve objectives. Sold benefits of

program to staff to ensure effective implementation. Ensured staff

compliance with program requirements. Worked as eligibility screener

to improve customer service and initiate implementation of new program.

Health Information Exchange Corporation, Pinehurst, NC Consultant

April 2007 - July 2008

Sourced potential customers and effectively marketed to priority clients.

Provided consulting services to implement disease and care management

systems. Marketed services, wrote proposals, made presentations to

hospital staff, physicians and practice administrators. Maintained

excellent relations with physicians and administrators. Initiated programs,

resolved issues and provided consulting services to address customer needs

in a timely fashion.

Sandhills Community Care Network, Pinehurst, NC Executive Director

July 2003 - April 2007

Developed and managed disease and case management program with 32,000

enrollees in seven counties in NC.

( Led implementation of complex managed care contract through

effective communication and problem resolution between health plan,

network and physicians

( Recruited and contracted over 100 physicians by selling merits of

the program. Met contracting objectives on-time in each county through

effective recruiting, marketing and creative ways to gain physician

acceptance of the program.

( Led implementation of disease management protocols with effective

physician relationship building and clear communication. Worked with my

clinical staff to train physicians on most effective ways to implement

protocols.

( Implemented contracts with practices and ensured compliance

through data analysis and effective communication

( Coordinated site visits and audits of practices. Reported results

through individual and group presentations

( Provided effective customer service and relationship management

with health plan, physicians and practice staff through telephone,

email, letters, newsletters, meetings and presentations with

individuals and groups

Don Hendrickson, page 2

Mid-Carolina Physician Organization, Pinehurst, NC Executive Director

March 2000 - April 2007

Provided business management for MCPO, a 300-physician independent

practice association in four NC counties

( Recruited physicians to join MCPO and renew membership by selling

value of member benefits. Executed contracts.

( Credentialed physicians and maintained a data base used to manage

contracts and physician relations

( Developed, organized and led physician training programs for

managed care protocols required for our HMO contract

( Collaborated with health plan executives to achieve quality, cost

management and customer service objectives. Worked effectively to

resolve issues in a fast passed, stressful environment.

( Negotiated and implemented contracts with health plans and acted as

primary liaison to implement programs, ensure contract compliance,

manage day to day relationships and resolve issues

( Communicated effectively with health plans, physicians and

practice managers through newsletters, letters, phone calls, emails,

reports and meetings and achieved high scores on customer satisfaction

surveys

NC Primary Health Care Association, Cary, NC Business Development

Director Dec. 1998-March 2000

Developed and managed Community Choice Plus, a network of 160-primary

care physicians

( Developed and implemented business plan and marketing plan and

achieved targeted objectives

( Marketed and sold network services to managed care companies

achieving sales objectives.

( Coordinated resolution of customer service issues and managed

contract compliance

Kaiser Permanente, Morrisville, NC

Director of Contracting and Provider Relations/ Contracts Administrator

March 1995 - June 1998

Directed professional, facility and ancillary contracting and provider

relations for the Raleigh, Durham, and Chapel Hill Service Areas with

88,000 members and $150 million in revenue.

( Led development of a creative new product adding to Kaiser's

closed group practice model by providing access to community

physicians, resulting in a significant increase in enrollment

( Developed strategy and recruited over 1000 physicians including solo

practices and large university based multispecialty networks. Used

professional selling skills to identify physician/practice needs and

close the contracts

( Coordinated resolution of customer issues with by effectively managing

Provider Relations staff

( Developed strong relationships with contracted physicians and

clinic administrators to achieve contract compliance and high rate of

contract renewal

( Made presentations to individuals and groups of physicians

regarding steps required to achieve health care and business objectives

( Worked with senior management to develop strategic plan for network

expansion achieving growth objectives

( Contracted for favorable fee schedules, per diems and case rates

resulting in over $2 million in savings

( Managed all business activities of department including budgeting

and supervising staff

Wake Health Services, Inc., Raleigh NC Vice President, Planning and

Development Dec. 1987- Feb. 1995

Managed physician recruitment and retention, marketing, public

relations, and managed care contracting for this primary care practice

with four offices and fifteen providers.

( Recruited physicians, nurse practitioners and physician

assistants and always maintained targeted staffing required for

effective operation of practice. Effectively sold professional and

personal benefits of joining practice

( Effectively managed recruitment process by sourcing, interviewing,

arranging visits, credentialing and finalizing agreement

( Helped establish physician incentive payment system resulting in

increased productivity and retention

( Marketed practice to general public, employers, Medicare and

Medicaid enrollees achieving organization growth objectives

( Contracted with managed care organizations achieving favorable rates

and increasing practice business

( Developed office management procedures, quality improvement

policies, fee schedules and utilization review procedures that helped

the organization achieve operations objectives

EDUCATION

Masters in Health Services Administration

University of Michigan

Bachelors of Arts, History, and pre-med sciences

Georgetown University

Continuing Education: On-going; numerous programs throughout career

Seminars and Professional Societies

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