For Hub City Times

MARSHFIELD — Security Health Plan of Wisconsin, Inc., has earned three service quality awards for 2018 from Service Quality Measurement (SQM), a leading North American research firm that specializes in customer service improvement.

The awards will be presented in May at SQM’s 20th Annual Customer Experience Best Practices Conference in Spokane, WA. SQM benchmarks over 500 contact centers annually and conducted customer experience surveys since 1996.

Security Health Plan has now achieved SQM’s world class customer experience certification for three consecutive years. This is also the second consecutive year Security Health Plan will receive SQM’s award for highest customer service in the health care industry. The third award recognizes Security Health Plan for customer experience best practice for its web self-service channel.

“After again receiving world class recognition for how our customer service team handles phone calls, receiving the award for improving our website experience is the frosting on the cake,” said Jennifer Hockin, Security Health Plan’s chief operating officer. “It demonstrates how much we value providing immediate, high quality service to our members and customers no matter which method they use to contact us.”

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

Foemmel said the Plan began implementing surveys regarding member phone calls in 2015 with the help of SQM. SQM contacts Plan members within 24-48 hours of their customer service call to complete a survey. The feedback received from members is used to improve call center operations.