OnFocus — Security Health Plan of Wisconsin, Inc., earned three Service Quality Awards of Excellence at the 2017 SQM Contact Center Industry Awards in Vernon, British Columbia, on May 24. The awards accepted were Best Practice Continuous Improvement, Contact Center World Class Certified and Health Care Industry Highest Customer Service.
The Customer Service Department at Security Health Plan began implementing member call surveys in 2015 with the help of SQM. SQM is a leading North American research firm that assists companies with improving customer experience. The company benchmarks over 500 contact centers annually and has been conducting customer experience surveys since 1996.
SQM outreaches to Security Health Plan members within 24 hours of their call to Security Health Plan’s Customer Service Department to complete a survey. The feedback received from members is used to improve call center operations.
To achieve the World Class Customer Experience certification, the Security Health Plan team needed a minimum of 80 percent of members to have their call resolved on their first call for a period of at least three consecutive months. In 2017 Security Health Plan was the Best in Health Care for first call resolution at 82 percent.
“This is the second year in a row Security Health Plan received this certification and it comes with a lot of work,” said Security Health Plan Director of Member Experience Ken Baur. “It takes focus on making sure members have their calls resolved to their satisfaction and not necessarily by what our policies and procedures may dictate for resolution.”
The Customer Experience Best Practice Award recognizes organizations that have demonstrated improvement or helped maintain high customer experience and first call resolution. Many of the improvements Security Health Plan has implemented are a result of customer feedback received on call surveys.
“We feel very honored, and at the same time humbled, by this recognition,” Baur said. “Our leadership team really takes to heart our customers’ feedback to not only review other avenues for resolution but continually improve our call center operations. I really believe we are fully committed to this survey program and it shows by our results. After all, we must impress and listen to our members so they know we will do everything in our control to ensure their experience feels right.”
Security Health Plan of Wisconsin, Inc., part of the Marshfield Clinic Health System, is helping its 230,000 members in Wisconsin and beyond reach their best health. Accredited by the National Committee for Quality Assurance (NCQA), Security Health Plan offers health insurance coverage for employees of large and small businesses, individuals and families. Security Administrative Services, a wholly owned subsidiary of Security Health Plan, provides full service third party administration for self-funded employers in Wisconsin, Indiana, and Michigan.