The Challenge
CCSQ Support Central serves as the centralized support experience for healthcare providers, contractors, and program participants using CMS quality reporting systems.
Customers often needed help with account access, program navigation, ticket tracking, and reporting support. Because many reporting activities happen on recurring cycles, users often returned after long periods of inactivity and experienced difficulty accessing accounts or completing key tasks.
The support experience included multiple channels such as phone, email, web ticketing, live chat, and self-service resources, creating opportunities to reduce friction and improve customer success.
Research
Research was conducted to better understand customer needs, support behaviors, channel preferences, and opportunities to improve the self-service experience.
The Solution
Designed and enhanced the CCSQ Support Central experience to improve self-service, reduce customer effort, and make it easier for customers to get support across multiple channels.
The experience focused on helping customers find answers faster, reduce support effort, and improve access to critical CMS resources.
The Impact
The customer experience program established a continuous feedback loop that informed service improvements across support channels.
Live Chat Experience
The Challenge
Customers often contacted the CCSQ Service Center during time-sensitive reporting periods and account access issues that disrupted critical workflows.
Traditional ticketing workflows introduced delays in support response times, creating customer frustration and increasing reliance on phone support during high-volume periods.
Identity verification and account access issues required assisted support, which contributed to increased call volumes and longer wait times during reporting deadlines.
Research
Research focused on understanding customer support behaviors, channel preferences, and opportunities to reduce customer effort.
Research revealed that customers preferred immediate human support for urgent issues and did not want highly automated support experiences for time-sensitive problems.
The Solution
Designed a live chat experience that provided immediate access to support while reducing customer effort during critical workflows.
The experience helped customers quickly connect with the appropriate support team while improving response times and reducing dependency on traditional phone channels.
The Impact
The Live Chat experience improved support efficiency, reduced customer effort, and increased satisfaction across multiple support channels.
Access Modernization
The Challenge
Customers accessing CMS quality reporting programs often experienced friction before they could complete their actual task. Account access, authentication, and identity verification issues created delays for providers, medical staff, contractors, and other users who depended on these systems.
Many customers only returned to these systems during specific reporting periods, which increased the likelihood of forgotten credentials, access issues, and reliance on assisted support.
Research
Research focused on understanding where customers experienced friction during onboarding, authentication, and account access workflows.
Research revealed that customers did not view these as separate portals, systems, or authentication experiences. Instead, they experienced the CCSQ ecosystem as one connected digital experience.
Research Findings
The research identified recurring access and authentication friction that impacted customer confidence, task completion, and support demand.
Strategic Impact
Research findings were synthesized into leadership-ready insights that helped communicate authentication friction and support future identity modernization efforts.
Library Assistant
The Challenge
Quality Payment Program customers often needed fast, accurate answers about eligibility, reporting requirements, deadlines, scoring, payment, and program participation. The information lived across large PDF resource libraries, technical guides, fact sheets, and annual policy documents. Customers were looking for general information while trying to make confident reporting decisions and avoid financial penalties.
Research
Research combined customer feedback, support trends, AI trust and safety activities, and QPP stakeholder collaboration to understand how customers searched for information and made reporting decisions.
The Solution
Designed an AI-powered Resource Library Assistant that transformed how Quality Payment Program customers searched, explored, and verified complex reporting guidance.
Working alongside product and engineering teams, I designed the end-to-end experience, translating customer research and AI trust principles into an interface that balanced usability, transparency, and confidence.
