Health Alliance Plan (HAP) is a regional health plan headquartered in Detroit. Our mission: “to enhance the health and well-being of the lives we touch.” HAP excels in delivering award-winning disease management, wellness and community outreach programs, and highly personalized customer service.
Plan, direct and coordinate all activities associated with HAP's Consumer Operations’ Department, which includes Call Center, Enrollment and Premium Billing.
DUTIES AND RESPONSIBILITIES
Provide direction and oversee internal and co-sourced Customer Service including the planning, coordination and development of functions that impact divisional and corporate goals, strategies and objectives.
Lead the Enrollment, Premium Billing, and Payment cycle for HAP, including transactional posting of receipts, maintenance of proper rates, reconciliation of receivable balances at a group or individual level, invoice processing and distribution channels, back office support of customer service concerns, and root cause analysis/collaboration with other departments on issue resolution.
Develop strategies for improving customer service across all channels.
Develop and manage departmental budgets and develop a broad based divisional budget strategy incorporating both long and short term corporate objectives.
Achieve and maintain call center industry benchmark performance across all departments/geographies to support attainment of Medicare 5 STAR and J.D. Power awards.
Maintain high employee engagement levels through active management of existing staff, effective recruitment of new staff, and effective communication methods.
Maintain strong relationships with union leadership and ensure effective collaboration between HAP and the represented staff.
Development of Service Excellence policies and procedures in accordance with other corporate areas and HFHS relative to the entire HAP population.
Bachelor’s Degree in Health Care or Business required
Master’s degree in health care or business or related field preferred.
Minimum of five (5) years in health care or insurance leadership.
At least three (3) years in a director level managerial position.
Experience interacting and building relationships with organized labor groups preferred.
Additional Salary Information: Base salary
Internal Number: 183689
About Health Alliance Plan (HAP)
Health Alliance Plan (HAP) is a nonprofit, regional health plan headquartered in Detroit.
Our mission: “to enhance the health and well-being of the lives we touch.”
HAP excels in delivering award-winning disease management, wellness and community outreach programs, and highly personalized customer service.
Henry Ford Health System Alignment:
• HAP is a subsidiary of Henry Ford Health System, one of the national’s leading health care systems and a proud recipient of the 2011 Malcolm Baldrige National Quality Award for performance excellence and innovation.
• HAP serves an important role in promoting system integration and care coordination and acts as a catalyst in forming innovative patient care, community, business and economic partnerships. As the voice of the customer, HAP partners with HFHS to improve quality while maintaining a focus on value, affordability and accessibility.
• HAP has more than 1,300 employees in Detroit, Southfield, Flint and Grand Rapids.
• We serve more than 650,000 members through six product lines:
o Group Insured Commercial: PPO, EPO and HMO; Health Engagement programs offer employees incentives to adopt a healthier lifestyle.
o Indi...vidual: HAP Personal Alliance PPO, HSA and Short-Term health plans are for individuals and families not covered through employer health insurance.
o Medicare Solutions: HAP Medicare Solutions offer PPO and HMO plans, prescription drug plans, and Medicare Supplement plans for individuals and employer-sponsored retirees.
o Medicaid: HAP Midwest Health Plan has about 10,000 Medicare and Medicaid enrollees.
o Self-Funded: HAP and ASR Health Benefits offer competitive options for Michigan companies and health and welfare funds seeking to self-fund their health benefit costs.
o Network Leasing: Statewide PPO network that can be administered by Third Party Administrators and Welfare Funds