CareSource is a nonprofit managed-care organization serving more than two million members across fourteen states. MyLife is the platform members sign into to manage their coverage, and I worked it full-stack.
The constraint that shaped it: MyLife is a PWA written in Remix, one codebase that had to feel native on both a desktop browser and a phone, for an audience split across both. Get the responsive or offline behavior wrong and it's broken for millions of members.
The work I'm proudest of came from the rotation nobody wants: ticket duty.
Reading the support queue, I noticed most of it traced to one thing. Members were
told to enter their name exactly as printed on their insurance card, which reads
First M over Last. But the form had only first and last name fields, so
anyone who typed their middle initial into the first-name field failed the lookup
and was told they didn't exist. I added an optional middle-initial field next to
the first name. It does nothing — the value is discarded on submit. It just gives
people somewhere to put the initial instead of jamming it into the first-name
field, and it cut roughly 90% of our ticket volume. The next chunk was members
entering the Medicaid ID from their card instead of the CareSource ID, so we made
the ID field accept either. Two small changes, most of the queue
gone.