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Personalized Customer Service a Hallmark of HAP

All new HAP Medicare Advantage plan members receive personal attention

DETROIT – December 3, 2009 – At a time when it's a pleasant surprise to talk to a "real person" on the telephone when contacting customer service, Health Alliance Plan (HAP) is working to ensure that personal attention is not a thing of the past. All new Medicare plan members have a personal service coordinator who they can call directly when they need assistance during their first two years of membership. 

"Our members tell us it is reassuring to have one person they can speak to when they have a question," said Karen Wintringham, Vice President, Medicare Programs.  "They appreciate that HAP goes the extra mile to help them understand their coverage and provide whatever assistance they need."

The Michigan-based, nonprofit health plan was the first plan in Michigan to assign personal service coordinators to help each member acclimate to their Medicare plan and navigate through the health care system. 

HAP recently expanded its scope of service within Genesee County when it welcomed the Genesys Physician Hospital Organization of Grand Blanc into its Medicare provider network.

And, the expanded HAP Senior Plus HMO provider delivery network system also includes Hurley Medical Center and McLaren Health Care Corporation in Flint.

New members of HAP's Medicare plans can contact their assigned Medicare expert – who serves as a member resource – when they have questions related to benefits, prescription drug coverage, finding a personal care physician (PCP), out-of-area claims, vision care, home health care, referrals and more.

 "It's the goal of every personal service coordinator to make a difference for our members by simplifying Medicare and bringing back warmth and concern to customer service," Wintringham said.  "We want to create positive experiences for our members, many of whom have been with HAP for years."

To learn more about HAP's Medicare Advantage Plans, call 1-800-971-7878 Monday - Friday,     8 a.m. - 6 p.m. or visit www.hap.org/medicare.

About Health Alliance Plan (HAP)
HAP is a nonprofit health plan headquartered in Detroit, with offices in Southfield and Flint. HAP serves 50,000 Medicare beneficiaries enrolled in HAP Senior Plus HMO, Alliance Medicare PPO, Medicare Supplement or Prescription Drug Plans. The Alliance Medicare PPO received the highest Medicare Star Summary Rating for Health Plan Quality in Michigan for 2010.* No Medicare HMO plan in Michigan received a higher star rating than HAP Senior Plus.


*Based on Medicare's 2009 Plan Quality and Performance Rating conducted by the federal Medicare program.  See full results at Medicare.gov/compare health plans.

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