Press Release
Announcement
FOR IMMEDIATE RELEASE
06 Dec 2006
For additional information, contact
Catherine Nowocien, 716-835-5041
copc@graytoncompany.com
Highmark Medicare Services Initiates Process for Certification to COPC-2000® CSP Standard
Williamsville, NY – Customer Operations Performance Center Inc. (COPC Inc.) announces that Highmark Medicare Services has initiated the process for certification to the COPC-2000® CSP Standard Release 4.0 for Customer Service Providers at its Customer Service Center in Camp Hill, Pennsylvania.
Highmark Medicare Services is a Center for Medicare Services (CMS) contractor. Serving both as a carrier and intermediary, they have administered Medicare contracts and been a valued partner with CMS and Medicaid Services since the program' s inception in 1966. Highmark is the current administrator of the Medicare Fee-for-Services Part A and B contracts for Pennsylvania, and Part A contracts for Maryland, and the District of Columbia.
Certification to the rigorous operational performance requirements of the COPC-2000® CSP Standard are viewed by Highland Medicare Services as key to optimizing their processes and improving end-user satisfaction.
About COPC Inc.
Customer Operations Performance Center Inc. (COPC Inc.) is the world’s leading authority on operations management and performance improvement for buyers and providers of customer contact center and business process outsourcing (BPO) services. The COPC® Performance Management System includes operational certification programs, operational management training, Six Sigma in Contact Centers, performance improvement consulting, and vendor sourcing and management services.
Since 1996, COPC Inc. has helped organizations in more than 50 countries drive results averaging two to five times Return on Investment (ROI) with a payback of less than one year. These results are achieved by leveraging the COPC® Family of Standards, the industry’s first performance management and certification system which, today, remains the most rigorous and only high performance set of global best practices and performance metrics that simultaneously increase customer satisfaction and profitability.
Global clients include Accenture, Apple, BT Group, Bertelsmann Arvato, Blue Cross Blue Shield, Cable & Wireless, Citigroup, Convergys, Genpact, HP, Lenovo, Microsoft, NTT, Sony, Telefónica, Telstra, and Wipro.
About Highmark Medicare Services
Headquartered in Camp Hill, Pennsylvania, Highmark is a CMS contractor and an independent licensee of the Blue Cross and Blue Shield Association, an association of independent Blue Cross and Blue Shield Plans. They have additional offices in Pittsburgh, Williamsport, and Fort Washington, Pennsylvania and Timonium, Maryland. For additional information, www.highmarkmedicareservices.com.