Press Release
Press Information
FOR IMMEDIATE RELEASE
21 Dec 2005
TrailBlazer Health Enterprise Begins Multi-Site COPC Certification Engagement
Amherst, NY — Customer Operations Performance Center Inc. (COPC) announces that TrailBlazer Health Enterprises, LLC has initiated the process for certification to the COPC-2000® Standard in its customer contact centers in Dallas and Denison, Texas, Richmond, Virginia, and Timonium, Maryland. These centers provide services for Medicare providers and beneficiaries.
TrailBlazer, one of the largest contractors in the United States for Medicare Part A and Part B, views COPC-2000® certification as integral to maintaining its position as a leader in administration of Medicare customer service programs. The rigorous requirements of operational excellence represented by the COPC-2000® Standard supports TrailBlazer's corporate goals of providing high quality, competitively priced and customer-focused service to the Centers for Medicare & Medicaid Services (CMS).
"CMS recognized the direct link between the COPC-2000® Standard and customer satisfaction and recommends certification for its customer service providers," noted Marti Mahaffey, President and COO of TrailBlazer Health Enterprises, LLC.
COPC certification ensures deployment of a high performance management system that includes planning, processes, people, and performance results in all the TrailBlazer centers that support Medicare beneficiaries.
"This process for certification confirms TrailBlazer's commitment to Contact Center Excellence. Following our baseline audit, we anticipate the certification process will be completed in the spring of 2006," stated Alton F. Martin, CEO of Customer Operations Performance Center. "As the COPC-2000® Standard is implemented, TrailBlazer assures CMS of its commitment to continued quality improvement and customer satisfaction across their multiple centers."
About COPC
Headquartered in Amherst, New York, Customer Operations Performance Center Inc. (COPC) is the world's leading authority on customer contact center and transaction processing services organizations. COPC services clients on a global basis, and has representatives in Argentina, Australia, Brazil, Canada, India, Japan, Singapore, United Kingdom, and the United States.
The COPC-2000® Standard was developed in 1995; representatives from various customer-focused companies formed an advisory committee to address their concerns about service quality provided by third party Customer Service Providers (CSPs). These firms included American Express, Compaq, Dell, Intel, L.L. Bean, Microsoft, Motorola, and Novell. COPC is the only entity authorized to issue certification to the COPC-2000 family of Standards. Several hundred locations in 30 countries are using the COPC-2000® Standard to improve performance, reduce costs, and increase customer satisfaction. Users include firms in e-commerce, computer hardware and software, financial services, healthcare, telecommunications and consumer products.
For additional information about COPC Inc., please email to info@copc.com.
About TrailBlazer Health Enterprises, LLC.
TrailBlazer Health Enterprises, LLC, an ISO 9001:2000 certified subsidiary of BlueCross BlueShield of South Carolina, administers the Medicare program under contracting arrangement with the Centers for Medicare & Medicaid Services (CMS). As both a Part A intermediary and Part B carrier, TrailBlazer administers some aspect of the Medicare program for beneficiaries and providers in nearly every state in the U.S. For additional information about TrailBlazer, visit www.trailblazerhealth.com.