Security Health Plan: Earns customer service excellence award for sixth consecutive year

MARSHFIELD – Security Health Plan of Wisconsin, Inc., has received six service quality awards, including its sixth consecutive World-Class customer experience certification, for 2021 from Service Quality Measurement (SQM), a leading North American research firm that specializes in customer service improvement.

The awards will be presented virtually in May at SQM’s 23rd Annual Customer Service Best Practices Conference. SQM benchmarks more than 500 contact centers annually and has been conducting customer experience surveys since 1996.

Security Health Plan was awarded the following awards:  

  • Contact Center World-Class Customer Experience Certification, for the sixth consecutive year
  • Highest Chat Customer Service Award, for the second consecutive year 
  • Most Improved Employee Experience, based on SQM employee engagement survey
  • World-Class Employee Experience, based on SQM employee engagement survey
  • Best Performing Small to Mid-Sized Call Center Finalist

The awards are based on member responses on surveys asking about their service experience, resolution of their issues and satisfaction with their interactions with Security Health Plan. Security Health Plan began implementing after-call surveys regarding member phone calls in October 2015. SQM contacts Plan members within 24 hours of their customer service call to complete a survey. The feedback received from members is used to improve call center operations as well as other operational areas focusing on first call resolution.

Ken Baur, director of member experience who oversees the Customer Service Department, was one of two recipients to earn a leadership award for 2021 from SQM.

“I’m truly humbled and honored to receive this award and accept it on behalf of our team,” he said.

Achieving industry-leading customer service is the result of more than six years of hard work by the Health Plan’s customer service representatives, said Sara Foemmel, vice president of operations at Security Health Plan.

“Our members continue to be our top priority. Receiving this recognition affirms we take our members’ feedback to heart and continuously work to provide them with an outstanding experience,” Foemmel said. “I’m proud of our customer service team for their focus on making sure our members have a positive experience while also getting their questions addressed.”

Baur said the awards reflect exemplary effort by all staff on the team. He added that the challenge to continuously improve has become an ongoing focus of the Plan’s entire culture.

“This recognition demonstrates to our members that we are truly committed to continually improving every avenue of customer service,” he said. “It is our members who enjoy the benefit of these results. We give our members our full attention, and they know we will do everything in our control to ensure their experience feels right.”