CMS Announces New Streamlined User Experience for Medicare Beneficiaries

The Centers for Medicare & Medicaid Services (CMS) has announced a multi-year project to empower beneficiaries and update Medicare resources to fulfill their need for a more personalized customer experience. The eMedicare initiative aims to modernize how beneficiaries receive information about Medicare and establish new ways to help them make the best decisions for themselves and their loved ones. The initiative seeks to set up a seamless online healthcare experience via consumer data integration and Web product development to bring Medicare.gov up to date and enhance access to personal healthcare data. The program plans to improve opportunities to digitize, provide more self-serve options, and implement a frictionless multi-channel customer service process. CMS is launching several eMedicare solutions in advance of Medicare Open Enrollment, including an upgraded coverage wizard to help beneficiaries compare Original Medicare and Medicare Advantage options; a mobile-optimized out-of-pocket cost calculator to provide information on overall costs and prescription drug costs; a streamlined login for the Medicare Plan Finder; a webchat option in the Medicare Plan Finder; and easy-to-use surveys on Medicare.gov. The eMedicare initiative will expand and improve on current consumer service options.