Leslie Wagstaffe, Director of the Consumer Support Group (CSG) at the Center for Consumer Information and Insurance Oversight (CCIIO), is being recognized as the 2024 Customer Experience trailblazer for spearheading transformative efforts to enhance public service delivery at the Centers for Medicare & Medicaid Services (CMS). Her leadership encompasses three pivotal programs aimed at safeguarding citizens' healthcare coverage, financial security, and overall wellbeing.

​

Under Ms. Wagstaffe's direction, the Enrollment Assistance Program (EAP) was instrumental in preventing millions from losing Medicaid or CHIP coverage following the COVID-19 Public Health Emergency. Through innovative approaches like the Marketplace Assister Community (MAC) tool, nearly 208,000 households were contacted and over 114,000 cases resolved by February 2024, ensuring continuity of coverage for vulnerable populations.

​

Ms. Wagstaffe also oversaw the establishment of the No Surprises Help Desk (NSHD) to enforce the No Surprises Act, protecting consumers from unexpected medical bills. Since its inception, the NSHD has handled over 127,000 calls and triaged 82,000 complaints, providing critical support and compliance oversight to safeguard consumer rights.

​

Additionally, she played a pivotal role in launching the Complex Case Help Center (CCHC), which is one among many programs within the ER&R work stream that is responsible for resolving and reconciling discrepancies in Marketplace enrollment data between consumers, insurance companies, and the government. 

​

Ms. Wagstaffe's initiatives have significantly benefited the public by ensuring access to healthcare, protecting against financial hardships from surprise medical bills, and resolving complex enrollment issues promptly and effectively. Her commitment to customer-centric service delivery and innovative solutions has set new standards for excellence at CMS, enhancing consumer satisfaction and access to essential healthcare services nationwide.