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HAP in the Spotlight

"There's this massive effort and commitment on the part of every single Health Alliance Plan employee to make sure that that 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, HAP's President and Chief Executive Officer

In our latest issue of HAP in the Spotlight PDF, we take a candid look at what HAP has done well and not so well over many years in our quest to be the best at customer service and satisfaction.

Related Content:

HAP in the News:

"HAP scores No. 1 in nation in J.D. Power's member satisfaction survey" (Crain's Detroit Business, May 3-9, 2010)

Video:

The Three-Peat: Donald Hirt, Senior Vice President, Planning and Marketing Strategy, discusses HAP's ranking as highest in member satisfaction three years in a row.

An Achievement Worth Celebrating: David Stefan, Executive Director, J.D. Power & Associates presents the third trophy to HAP employees (June 2, 2010)

The R Word and "...easy as possible": Hear about cumbersome referrals of the past and how HAP is different today.

Travel Back in Time: Richard Chaney, Vice President, Client Services reflects on a time when customer service problems all too often left members and employees unhappy.

Opportunities for Improvement: Hear about the steps that HAP is taking to get better each year.

Service Quality Committee: Joel Humphries, Project Coordinator in Planning & Marketing Strategy, shares his view on how HAP's Service Quality Committee raises the bar for organizational collaboration.

The Road to Greatness: Hear what lies ahead for HAP as the health plan strives to go from good to great.

The HAP Culture and "Like a Family": Hear what it is like to work at HAP.

Excellence Comes Standard and "I Pledge To...": Hear three perspectives on "service excellence" at HAP.

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