For Hub City Times

MARSHFIELD — Security Health Plan’s Ken Baur has been named a “First Call Resolution Champion” in annual awards presented by Service Quality Management (SQM), a national leader in the customer service field.

“When we receive a question, we do our best to get a matter resolved with just one call. First call resolution saves time, money, and is an industry best practice,” said Baur, who is the assistant director of member experience. “That’s why this award, which is really an organizational award, is so gratifying. It validates our belief that our tradition of serving members is the right course.”

Last fall an ongoing survey was initiated to assess member satisfaction with services Security Health Plan provides.

In the past six months, thousands of members were surveyed. During this period, Security Health Plan recorded a first call resolution rate of 80 percent. The national health care industry average is 69 percent.

“First and foremost we want our members to have positive outcomes with the health care services they receive. That includes making sure that they have a favorable experience when they contact us,” Baur said. “After all, it’s not the customer service agent who determines if a call has been resolved. It’s the member.”

For more information about the SQM awards, visit sqmgroup.com.