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Director of Member Experience Ken Baur

Director of Member Experience Ken Baur

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Director of Member Experience Ken Baur who oversees the Customer Service D

Ken Baur, Director of Member Experience at Security Health Plan and leader of their Customer Service Department, recently earned a leadership award from SQM Group. Ken is passionate about his members and their needs as well as customer satisfaction with Security Health Plan's healthcare experience. Additionally, he enjoys cultivating an environment in which colleagues thrive - ultimately leading to delighted customers.

Ken’s Passion for CX

Director of Member Experience Ken Baur, who leads the Customer Service department at Security Health Plan, has a deep-seated passion for Customer Experience (CX). One of his roles is leading an ambitious transformation initiative within the plan - including a new service center in Marshfield as well as improved processes, systems and a commitment to giving members an outstanding experience.

Ken has been in the insurance business for two decades, and is no stranger to service excellence. With an impressive list of industry awards to his name, he's seen firsthand how dedicated and highly trained staff can deliver an outstanding member experience. Most rewardingly, he gets to witness these results every day!

His Passion for People

Director of Member Experience Ken Baur, who leads the Customer Service D/C at SHP, is an inspiring leader who strives to ensure his customers receive top-notch service. For his efforts in 2015, SQM Group recognized him with an FCR Champion Award.

Ken finds his passion in customer service: building relationships and working as part of a team.

He believes in cultivating a culture where everyone works hard to deliver an exceptional service. This includes motivating his team and communicating with them regularly so they understand their responsibilities.

His favorite aspect of his job is witnessing the positive effect it has on members when they engage with an SHP representative. It's truly a win-win scenario for all parties involved.

Ken enjoys spending time with his family and friends when he's not working. He also enjoys staying active through sports and outdoor activities.

Ken has a deep-seated passion for music. He hosts and DJs on Future Rave Music's radio show and produces songs as well. Additionally, his new album "Sacrifice" is out now on his label.

Ken relishes spending his free time with his family and going to the movies. He loves playing golf and rooting for the Packers.

Ken brings to SHP an impressive wealth of knowledge and experience that he draws on daily in his role as Director of Member Experience. Always seeking ways to enhance and create an even better experience for members, whether that means altering internal processes, upgrading technology or giving his teams the freedom to provide an exceptional service, Ken is truly a CX Leader.

His Passion for Technology

Director of Member Experience Ken Baur, who oversees Customer Service operations, has an affinity for technology which is evident in his office. He proudly displays various gadgets related to IT in his workspace; however, his main passion lies with IoT (Internet of Things). Furthermore, Ken enjoys dabbling in computer hardware and software as well.

Ken has spent his tenure at MSF on the cutting edge of digital transformation, adtech and cloud computing. Utilizing technologies like AI and machine learning, Ken has kept his team at their peak performance. But what truly excites him most about his job is working alongside some of the brightest people he's ever met - in a rewarding yet fun environment where they're challenged to think outside the box and strive for excellence.

His Passion for the Future

Director of Member Experience Ken Baur, who manages the Customer Service Department and Contact Center, has a passion for ensuring customers are completely satisfied with their experience. After working at Security Health Plan for two decades, Ken recently took on this new position that allows him to focus on what truly matters: customer satisfaction.

He has been an influential leader for SHP, creating and cultivating a culture of hunger, humility and intelligence that encourages employees to reach their full potential. It's in these environments that customers are consistently delighted with their experiences - leading to positive feedback from many employees.

His focus is on the future and how Security Health Plan can grow and adapt to meet customer demands. He will collaborate with leaders throughout the organization to guarantee their members have a great experience.

This will involve closely examining how other businesses cater to their members' needs, as well as making sure the company is cultivating best practices within the healthcare industry.

Ken's new role will enable him to put his expertise to use, while contributing to the creation of a customer experience culture that fosters hunger, humility and wisdom. Furthermore, it will give him an opportunity to act as the go-between between customers and health insurance industry professionals.

He can collaborate with other leaders outside the Health Insurance sector to stay abreast of new trends, helping them better serve their members' needs. This is an integral step for Security Health Plan as they strive to be the best at what they do.

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