An Examination of Citizen Journey®

Moderated by Blake Travis, MBA | Salon 3

Director, PR & Health Marketing, MAXIMUS



  • Jose Plaza, MS, Ed. D, Enroll America
  • Erin Pressley, MS, Centers for Medicare & Medicaid Services (CMS)
  • Maureen Hensley-Quinn, MSPA, National Academy for State Health Policy (NASHP)



Every interaction that consumers have when seeking a government service becomes part of their Citizen Journey®. This discussion panel will examine the Citizen Journey® in health, delving into the start-to-finish beneficiary experience. Panelists will share insights on how to meet customer service expectations to effectively help citizens.


Learning objective:

  • Describe best practices used to meet customer service expectations



Enhancing consumer experience