Latest HRN Services News
Mar 10, 2014
Accountable Healthcare Staffing, Inc. Acquires HRN Services Inc. COPC Inc. today announced that First Coast Service Options, Inc. (First Coast) has successfully been certified to the COPC Healthcare Service Provider (HSP) Standard, Release 5.1, which is the leading contact center certification program specifically for the healthcare industry. To be certified to the COPC HSP Standard, companies are required to not only implement high performance operational processes, but also achieve a specific level of performance or sustained improvement. Certification to the COPC HSP Standard means that healthcare organizations can ensure their clients and end-users consistently receive high levels of service and quality, combined with high levels of operational efficiency and reduced costs. First Coast began its journey toward certification to the COPC HSP Standard in 2012, and has worked diligently since then to implement required processes and make improvements to drive consistent and sustained levels of performance in the areas of service, quality, customer satisfaction, cost and revenue . Becoming certified has provided benefits to First Coast such as receiving a rigorous assessment of its operational processes and performance; validation from the most valued and well-known standard in the contact center industry; recognition that its business drives customer-focused performance management; and the sharing of benchmarks and best practices. “The certification of First Coast to the COPC HSP Standard clearly demonstrates the company’s dedication to modify internal practices in order to drive more consistent levels of service and quality to the providers that call or write to the organization,” Scott Flewelling, COPC Inc. vice president, said. “Earning this COPC certification highlights our company’s commitment to excellence, integrity and continuous improvement. I’m extremely proud of our employees and the manner in which we do our jobs. The support and training we received from COPC Inc. made this process achievable and will benefit our staff and our customers,” Sandy Coston, First Coast CEO and president, said. The COPC® Family of Standards is a collection of performance management systems that enables organizations to measure and improve all operational activities that support the customer experience. Created in 1996, the original COPC Customer Service Provider (CSP) Standard was based on the Malcolm Baldrige National Quality Award criteria and framework. It continues to be the most recognized, respected and widely used performance management system in the contact center industry. About First Coast: First Coast Service Options, Inc. (First Coast) is an administrative services processor for government-sponsored health care programs such as Medicare and Medicaid. First Coast is a wholly owned subsidiary of Diversified Service Options, Inc. First Coast is the current Part A and B Medicare Administrative Contractor (MAC) for Jurisdiction 9, which includes Florida, Puerto Rico and the U.S. Virgin Islands. Services include claims processing, customer service, appeals adjudication, education and outreach activities and functions that help promote the integrity of Medicare program payments. First Coast has its headquarters in Jacksonville, Fla., and field offices in Miami, Orlando and Tampa. www.fcso.com About COPC Inc. Since 1996, COPC Inc. has provided consulting services and training to help companies improve revenue, reduce costs and increase customer satisfaction in operations that support the customer experience. COPC Inc.’s main offering is performance improvement services for customer contact centers, including in-house and outsourced, as well as vendor management organizations. The foundation of all COPC Inc. work is the COPC Family of Standards, a collection of the most prestigious and rigorous performance management systems for the customer contact industry. COPC Inc. is privately held with headquarters in Winter Park, Florida, U.S., and with operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan. www.copc.com Official COPC Inc. LinkedIn Forum: http://www.linkedin.com/groups?goback=%2Egdr_1249434938464_1&gid=2173868&trk=anetsrch_name COPC Inc.