Highlighting Outstanding HAP Programs & Achievements

HAP In The Spotlight

August 2010

HAP’s Journey to Superior Performance in Customer Satisfaction

“There’s this massive effort and commitment on the part of every single Health Alliance Plan employee to make sure that each member is taken care of. You can sense that when you walk in the hallways, you can sense that every single day... that absolute commitment to our members and to our company, and the two go hand in hand.”

– Bill Alvin, President and Chief Executive Officer

Superior performance in customer satisfaction isn’t easy to achieve. It takes continuous customer listening, process monitoring and targeted improvement plans that address the needs and expectations of customers.

In the health insurance marketplace, providing comprehensive benefits, a robust provider network or attractive rates aren’t enough to keep customers happy and grow business. That’s why, when HAP members say we are the best, we don’t take this lightly. Getting to this point is a result of taking a serious look at what we’ve done well – and not so well – over many years.

An Achievement Worth Celebrating

For the third consecutive year, Health Alliance Plan members once again rated HAP “Highest in Member Satisfaction among Commercial Health Plans in Michigan,” in the J.D. Power and Associates 2010 Member Health Insurance Plan StudySM. For more information on this ranking visit: hap.org/jdpower.

“The Three-Peat”

“An Achievement Worth Celebrating”

“HAP Scores No. 1 in Nation...” (Crain’s Detroit Business)

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Getting Better By Looking Back

Years ago, the most common causes of dissatisfaction among HAP members were:• Cumbersome referral processes that got in the way of accessing services

“The R Word” • Customer service issues – dropped calls and long waits for claims to be resolved – as well as staff burnout and

turnover among client services staff who grew tired of dealing with the same customer problems over and over. “Travel Back in Time”

Admitting mistakes is tough, but according to Richard Chaney, vice president, Client Services, acknowledging past problems is the first step toward improving.

“Complaints are very powerful if they’re used in the right way... They help us look at what needs to be fixed, and more importantly, it also communicates to the members that we’re listening,” Chaney said. “We admit that we don’t get everything right all the time. What’s important to the member is how quickly and how effectively do you get it fixed for them.”

HAP’s Data-Driven Approach

As a data-driven, customer-focused organization, HAP takes a systematic approach to achieving high customer satisfaction and health plan performance. HAP continuously monitors performance, targets areas for improvement, aggressively pursues actions and monitors progress. The following sources help to guide their efforts: Surveys and focus groups, national benchmarks, member complaints and inquiries, call center data, claims performance and internet performance.

“Opportunities for Improvement”

Each year, HAP’s Service Quality Committee – representing key operational areas within HAP – identifies key service issues for all products and facilitates the creation of action plans with specific initiatives to improve satisfaction.

“Service Quality Committee”

As a result of these efforts, HAP continually improves operations, policies and benefits. (more...)

Improving health. Enhancing lives.

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Excellence Comes Standard

“Each time a member calls, he or she will get great service. We will treat callers like we want to be treated. We will use all tools available to us to resolve customer problems and give them the information they need.”

–Sharon Bryant, Client Service

Specialist

Learn More About HAP’s Culture of Excellence.

“Excellence Comes Standard”

“HAP Culture”

“Like a Family”

Some of the most significant changes of the last decade include:• Implementing new claims systems• Eliminating the need for referrals for many services

“The R Word” • Focusing on first-call resolution

“I Pledge To…”• Empowering front-line service staff to resolve claims issues within a set dollar

amount rather than relying on management to make all decisions• Creating HAP Direct for employer and agent inquiries on behalf of a member• Frequently communicating with members and assigning a Personal Service

Coordinator to orient new members to their plan.

Where Do We Go From Here?

“One would think that receiving an award three times in a row means we’re doing things right, and on many fronts we are. However, we can’t get complacent and take things for granted.”

– Don Hirt, Senior Vice President, Planning and Marketing Strategy

All HAP employees – regardless of their title or pay grade – will play an important role in ensuring that HAP remains among the nation’s best performing health plans in customer satisfaction.

“The Road to Greatness”

“Ask yourself, ‘As an individual, how can I move beyond good to great? How can my department and my employees move beyond good to great?’ When we as a company accomplish these goals, then the awards will take care of themselves.”

– Richard Chaney, Vice President, Client Services