CMS Improves CX on Recent Medicare Website – MeriTalk


The Centers for Medicare & Medicaid Services (CMS) has updated its website, creating an optimized customer experience (CX) and making it easier for tens of millions of Americans to search out providers and health and drug coverage plans.

Creation of the brand new user-friendly website was based on consumer feedback, placing essentially the most sought-after information prominently on the homepage.

“CMS is making easier to make use of and more helpful for people searching for to know their Medicare coverage, which is an important a part of staying hea­­lthy,” CMS Administrator Chiquita Brooks-LaSure said in a press release. “We’re committed to listening to the people we function we design and deliver latest, personalized online resources and expanded customer support options for individuals with Medicare coverage and people who support them.”

The agency has been updating the website since 2021, rolling out latest enhancements equivalent to the redesign of the “Start with Medicare” section and the implementation of a contemporary, consistent header.

The newest update – which launched on May 18 – redesigned the web site’s homepage and added more detailed pricing details about Medicare Complement Insurance (Medigap) Policies, making it easier for users to match Medigap plan costs and coverage options.

CMS said it plans to roll out more updates to the web site in “the following few months to streamline the Medicare Plan Finder landing page and the Medicare Account landing page, and align the feel and appear with the brand new homepage.”

“CMS continues to make use of feedback from users, together with human-centered design principles, to explore and plan future enhancements to the web site and is committed to expanding personalization to create an optimized customer experience for individuals with Medicare and people who help them,” CMS said.


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