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

award is part of a Congressional requirement to replace all current Medicare Part A and B contracts with new contract entities called Medicare Administrative Contractors (MACs). As a MAC, Highmark Medicare Services will serve as a single point-of-contact entity processing Medicare Part A and B claims from hospitals and other institutional providers, physicians, and other practitioners within the J12 region.

The COPC-2000(R) CSP Standard is the first and only certification process designed specifically for the needs of contact centers. It was developed in 1995 by individuals from customer-focused companies concerned with the level of service quality provided by Customer Service Providers (CSPs). As a world- class benchmark of productivity and efficiency for customer contact operations, it is used in several hundred locations in more than 50 countries to improve performance, reduce costs, and increase customer satisfaction.

"The COPC CSP Performance Management System is the only one of its kind for Customer Service Providers. It includes standards for four key areas: Leadership and Planning, Processes, People and Performance. Highmark's commitment to achieving the COPC(R) 2000 CSP Standard demonstrates their long- term dedication to excellence, as well as their continuous effort and expertise in driving best-in-class results over time," said Alton Martin, CEO, COPC Inc. He continued: "Implementation of the COPC(R) Performance Management System has allowed the operation of the Highmark contact center to be more efficient and systematic, thereby, earning the increased trust and confidence of their customers. It also will affirm their commitment to provide efficient, quality service to customers, delivering an increased level of satisfaction to the service experience of Highmark customers."

About Highmark Inc.

Highmark Medicare Services is a wholly-owned subsidiary of Highmark Inc.

Highmark Inc. is a major force for Pennsylvania's econ
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SOURCE Highmark Medicare Services
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