Reimagining the LTSS provider experience
MyLTSS Manager brings members, referrals, authorizations, claims and support into one experience designed around the needs of non-medical LTSS providers. Informed by years of real-world work in this space, the concept explores how that experience could evolve without the constraints of the original enterprise platform.
One Place
for the LTSS provider journey
4 Core Areas
Members > Referrals > Authorizations > Claims
My Role
Product / UX Designer
Research & Facilitation
Information Architecture
Interaction & UI Design
CONTEXT
Concept exploration informed by years of designing LTSS provider experiences within Care Central and the Availity Portal.
Domain
Medicaid/LTSS • Atypical Providers
The challenge
LTSS providers may deliver transportation, meals, personal care and other non-medical services, yet they must navigate healthcare processes and systems largely designed for traditional medical providers.
Our goal
Create a one-stop shop for LTSS providers—bringing the information, transactions and support surrounding the members they serve into one clear experience.
The concept
The original vision
Care Central was envisioned as a one-stop shop for atypical LTSS providers within the Availity Portal. The experience brought together access to members, referrals, authorizations, claims, help and resources in one place.
Years of working within that environment gave me a deep understanding of the providers, workflows and healthcare processes behind the product—and became the foundation for this reimagined experience.
Care Central brought the provider journey into one place, from members and referrals through authorizations and claims.
What informed the concept
DOMAIN KNOWLEDGE
Years designing for LTSS providers revealed where traditional healthcare tools and terminology created unnecessary complexity for non-medical providers.
WORKSHOP & RESEARCH INSIGHTS
Workshops, stakeholder collaboration and provider research uncovered needs across members, referrals, authorizations, claims and support.
CONNECTED WORKFLOWS
Mapping relationships between members, services and transactions showed an opportunity to organize the experience around the provider’s work rather than separate healthcare processes.
A FRESH START
MyLTSS Manager explores how those lessons could translate into a focused, contemporary experience without the constraints of the original enterprise platform.
Selected workshop and mapping artifacts from the original Care Central work.
The solution
One place for the work surrounding LTSS care
The streamlined workflow starts before providers ever reach the claims form. By allowing them to select one or more members first, we could pull existing member data directly from the system, eliminating the need to enter it manually for each claim.
MyLTSS Manager organizes the experience around the members providers serve and the work they need to complete for them. Instead of treating claims, referrals and authorizations as disconnected healthcare transactions, the product brings them together within a shared member-centered experience.
Support is part of the product as well. Contextual help and resources give providers somewhere to turn when healthcare terminology or processes are unfamiliar.
Members are central
Providers can see more than services and care information. Member profiles bring together key details, preferences and the member’s own story, in their own words, helping providers understand the person behind the care.
