The Challenge: Identify Technical and Business Process Improvements to Support New Policy Changes
- Client Name(s):
- Centers for Medicare & Medicaid Services Center for Consumer Information and Insurance Oversight
- Partner Name(s):
- BlueLabs; Deeptree, Inc.
- Delivery Date:
- January 2023
The Centers for Medicare & Medicaid Services (CMS) Center for Consumer Information and Insurance Oversight (CCIIO) needed to evaluate their technical applications and processes to deliver a better customer experience as mandated by recent healthcare transparency legislation.
CMS is required to fulfill provisions in the No Surprises Act of 2020 and the Consolidated Appropriations Act of 2021 to help improve patient access to healthcare. To do this, CMS’s CCIIO division needed to build several technological interfaces to tie front-end web forms and portals to back-end customer relationship management systems (CRMs).
Team Coforma provided human-centered design, research, UX design, technical analyses, and recommendations across seven related workstreams to ensure improved experiences for both the public accessing these forms and portals and for government employees working to process data and provide timely services and resolutions.