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Security Health Plan earns five awards for customer service excellence

Security Health Plan of Wisconsin, Inc., has earned five service quality awards for 2019 from Service Quality Measurement (SQM), a leading North American research firm that specializes in customer service improvement.

The awards will be presented in April at SQM’s 21st Annual Customer Service Best Practices Conference in Coeur d’Alene, Idaho. SQM benchmarks over 500 contact centers annually and has been conducting customer experience surveys since 1996.

Security Health Plan has now achieved SQM’s world class customer experience certification for four consecutive years. This is also the third consecutive year Security Health Plan will receive SQM’s award for highest customer service in the health care industry and the first time award winner in the non-profit sector. Security Health Plan is also recognized for customer experience best practice for its web self-service channel,  as well as an award for its customer service representative training program.

The awards are based on member responses on surveys asking about their service experience, resolution of issues and satisfaction with their interactions with Security Health Plan services. Security Health Plan began implementing after call surveys  in October 2015 with the help of SQM. 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.

Achieving industry-leading customer service has resulted from more than four years of hard work by the Health Plan’s customer service representatives, said Sara Foemmel, director of operations at Security Health Plan.

“Our members continue as our top priority. Receiving this recognition affirms that we take our members' feedback to heart and continuously work to provide an outstanding experience,” Foemmel said.

“I’m proud of our customer service team for their focus on making sure members have a positive experience while also getting their questions addressed.”

Ken Baur, director of member experience who oversees the customer service department, said the awards reflect exemplary effort by all members of the team. He added that the challenge to 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 improve every avenue of customer service. It is our members who get 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.”