MARSHFIELD, Wis. – Security Health Plan has once again been recognized for delivering outstanding customer experience, earning multiple prestigious honors from the Service Quality Measurement (SQM) Group, a leading North American research firm that benchmarks more than 500 contact centers and conducts over 1.5 million customer surveys annually.
Among the 2025 SQM recognitions, Security Health Plan achieved a significant milestone – 10 consecutive years of World-Class First Call Resolution (FCR) Certification, a distinction earned by only a select number of contact centers nationwide.
The organization received the following 2025 SQM awards:
- Call Center World-Class First Call Resolution Certification
- Highest Customer Service Award – Health Care Industry
- Highest Customer Service Award – Non-Profit Sector
- World-Class Employee Experience Award
- Finalist – Best Performing Small- to Mid-Sized Call Center
SQM’s World-Class FCR Certification is awarded to organizations that achieve 89% or higher first call resolution for at least three consecutive months, underscoring Security Health Plan’s consistent ability to resolve member needs quickly and accurately.
“This milestone reflects years of dedication and a strong culture centered on our members,” said Ryan Ling, Director of Member Experience at Security Health Plan. “These awards are a direct reflection of the care, skill and heart our teams bring to every interaction. Achieving 10 years of World-Class performance is no small feat—it’s the result of teamwork, continuous improvement and a commitment to doing what’s right for our members.”
Security Health Plan began partnering with SQM in 2015 to implement member call surveys and measure first call resolution, satisfaction and overall experience. Since then, the organization has used SQM insights to drive continuous improvement across its customer service operations.
In addition to customer service excellence, Security Health Plan was recognized for its World-Class Employee Experience, highlighting strong employee engagement and workplace satisfaction, an essential component of delivering exceptional member care.
“When our team members feel supported and empowered, they’re able to provide the best possible service,” Ling added. “Taking care of our people helps us take better care of our members.”
About Sanford Health Plan
Sanford Health Plan and Security Health Plan are part of Sanford Health’s integrated system of care. Together, the health plans are helping 415,000 members across South Dakota, North Dakota, Minnesota, Nebraska, Wyoming, Iowa, Wisconsin and the Upper Peninsula of Michigan, achieve their best health through a broad range of products, including Medicare Advantage, commercial health insurance products on and off the ACA exchange and third-party administrative services.
Sanford Health, the largest rural health system in the United States, is dedicated to transforming the health care experience and providing access to world-class health care in America’s heartland. Headquartered in Sioux Falls, South Dakota, the organization has 55,000 employees and serves more than 2 million patients and nearly 415,000 health plan members across the upper Midwest including South Dakota, North Dakota, Minnesota, Wyoming, Iowa, Wisconsin and the Upper Peninsula of Michigan. The integrated nonprofit health system includes a network of 58 hospitals, 289 clinic locations, 145 senior care communities, 4,500 physicians and advanced practice providers and 1,100 active clinical trials and studies. The organization’s transformational virtual care initiative brings patients closer to care with access to nearly 80 specialties. More than 400 residents and fellows are trained each year through graduate medical education with Sanford Health fully funding and supporting 29 of the 40 available programs. Sanford Health also includes Lewis Drug, a pharmacy and retail chain with 60 locations in three states and nearly 190 pharmacists. Learn more about Sanford Health’s commitment to shaping the future of rural health care across the lifespan at sanfordhealth.org or Sanford Health News.
