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Highmark Medicare Services Achieves Certification to COPC-2000(R) CSP Standard
Date:5/5/2008

Highmark's Camp Hill Customer Contact Center becomes the first Medicare

contractor to receive certification

CAMP HILL, Pa., May 5 /PRNewswire/ -- Customer Operations Performance Center Inc. (COPC Inc.) recently announced that Highmark Medicare Services has achieved certification for their Camp Hill Customer Contact Center and they will continue to align their current Provider Contact Center operations with the COPC Customer Service Provider Performance Management System (COPC-2000(R) CSP Standard).

Highmark Medicare Services is the first Medicare contractor in the country to achieve certification, and the Camp Hill location, which processes well over one million inquiries annually and services over 56,000 Medicare providers, received a perfect score in their assessment.

"The certification process is extensive. It touches on everything we do in the Contact Center including corporate support processes such as Systems Support, Human Resources and Telecommunications," said Patrick Kiley, president of Highmark Medicare Services. "We pursued the standard for several, equally important reasons: to increase customer satisfaction through improved service and quality; to reduce the cost of providing excellent service; and to align our Contact Center with future customer requirements - all designed to position Highmark Medicare Services for Medicare fee-for-service business opportunities."

Highmark Medicare Services administers the Medicare Fee-for-Service Part A business for Pennsylvania, Maryland, and the District of Columbia, and the Part B business for Pennsylvania. In October 2007, the Centers for Medicare and Medicaid Services announced that Highmark Medicare Services was awarded the Jurisdiction 12 (J12) Medicare contract to provide the Medicare Fee-for- Service Part A and Part B administrative services for the states of Pennsylvania, Maryland, New Jersey, Delaware and the District of Columbia metropolitan area. The
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SOURCE Highmark Medicare Services
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