Stephen Hanceford
Customer Service
BERTHOUD,CO
Summary
Experienced customer service representative with a strong focus on effective communication, both written and oral. Skilled in active listening and adept at solving problems analytically. Committed to enhancing customer experiences by consistently displaying service-oriented behaviors and understanding their desires. Dedicated to providing customized solutions that foster loyalty and satisfaction.
Overview
26
26
years of professional experience
Work History
Managing Director
HANCEFORD CONSULTING, LLC
09.2009 - 08.2024
- Founder and president of Hanceford Consulting, LLC working as and with independent contractors for clients to achieve their objectives
- Broad background in biotech pharmaceutical and medical device sales and reimbursement
- Expertise in all facets of business, including finance, operations, training, sales, and marketing
Director Payer Services
MEDICAL COMPRESSIONS SYSTEM, INC BIOMET ZIMMER
05.2010 - 05.2013
- Led strategic reimbursement analysis, planning, and control of company products
- Implemented plans to improve coding, coverage, and payment, demonstrating strong decision-making and leadership skills
- Managed multiple tasks simultaneously, ensuring efficient operations.
Account Director Healthcare Sector
MARITZ, INC
12.2008 - 09.2009
- Developed, serviced, and expanded business for company by recommending and incorporating customer loyalty solutions
- Focus primarily on health and wellness programs
- Developed strategic and logistic meeting management, and educational initiatives for major biotech company
- Supported numerous employee award and recognition programs, and market research for top biotech, pharmaceutical, and health plan companies
- Applied business and marketing knowledge to develop briefs and pitches for customer projects
- Maintained deep understanding of company services and products to offer most knowledgeable customer support.
National Director Healthcare Sector
PUBLICIS MANAGED MARKETS (AMPLITY HEALTH)
04.2005 - 12.2008
- Selected to partner with new pharmaceutical and biotech companies and a top pharmaceutical corporation to devise launch, contracting, pull-through, and reimbursement strategies for various products in managed markets arena
- Directed and executed all initiatives for seven contracts and numerous consulting projects for 21 client products
- Managed 13 syndicated national and regional account managers and support staff
- Targeted and formed relationships with key accounts to deliver results, including major national and regional PBMs, national and regional health plans, State Medicaid, VA/DoD, Institutional, GPOs, IDNs, hospital systems, specialty pharmacies, LTC, and wholesale/chain trade customers
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Managed Markets Director
GAJE HEALTHCARE CONSULTING, INC
01.2003 - 03.2005
- Partnered with consulting team to develop and implement a commercialization plan, oversee product management, and construct sales/marketing programs and sales force plans
- Analyzed and devised reimbursement strategies, demonstrating strong product management and decision-making skills
- Demonstrated excellent active listening and communication skills.
Executive Director - Managed Markets
BAYER CORPORATION
02.1999 - 12.2002
- Reorganized managed markets department in preparation for the challenging launch of a potential billion-dollar drug
- Identified, sourced, and secured two major consulting firms, showcasing excellent decision-making and multitasking abilities
- Demonstrated strong leadership and conflict resolution skills.
Education
Bachelor of Arts - Communication
Northeastern State University
Tahlequah, OK05.1976
Skills
- Decision Making
- Leadership
- Customer Service
- Time Management
- Multitasking
- Conflict Resolution
- Cash Management
- Operational Procedures
- Active Listening
- Persuasive Speaking
- Communication
- Problem-solving abilities
- Computer Proficiency
- Customer Relations
- Problem Resolution
Timeline
Director Payer Services
MEDICAL COMPRESSIONS SYSTEM, INC BIOMET ZIMMER
05.2010 - 05.2013
Managing Director
HANCEFORD CONSULTING, LLC
09.2009 - 08.2024
Account Director Healthcare Sector
MARITZ, INC
12.2008 - 09.2009
National Director Healthcare Sector
PUBLICIS MANAGED MARKETS (AMPLITY HEALTH)
04.2005 - 12.2008
Managed Markets Director
GAJE HEALTHCARE CONSULTING, INC
01.2003 - 03.2005
Executive Director - Managed Markets
BAYER CORPORATION
02.1999 - 12.2002
Bachelor of Arts - Communication
Northeastern State University
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