How Susan Cheng Is Simplifying Healthcare for Every Family

As a child of immigrants, Susan Cheng understands how overwhelming healthcare can feel, especially for families facing language barriers, cultural differences and complex insurance requirements.

That perspective drives her mission: making care easier and more accessible for families. She leads projects that streamline scheduling, intake and registration, from piloting self-scheduling tools to implementing systems that let parents complete forms and payments before visits. 
 
“Even without a language barrier, healthcare can be hard to navigate,” she said. “I want to do anything I can do to make that experience smoother helps our patients.” 

Susan Cheng’s path to health care began close to home. Born and raised in Silver Spring, Maryland, and a graduate of the University of Maryland, College Park, her passion for helping others led her to pediatric care — and eventually to Children’s National Pediatricians & Associates (CNPA).

Susan spent a decade in private pediatric practice before joining CNPA, starting at the front desk and working her way up to practice and billing manager. That experience gave her a rare, 360-degree view of patient care.  

“I’ve done everything from registration to rooming patients and managing billing,” she says. “It taught me how every step matters in the patient journey.” 
 
Today, her role as projects and analytics manager allows Susan to use data and analytics to identify gaps and improve workflows, always keeping patients at the center.  
 
“Ultimately, that’s why we do what we do,” she said. “To provide better care and access.” 

Susan credits her team for making these improvements possible.  

“I enjoy what I do and the incredible team that I work with,” she says. “We learn from each other, support each other and share the same mission. It truly takes a village.” 

Through every project, she stays guided by one principle: never stop improving.  
 
“As good as a process may be, there’s always room for growth,” she says. “That’s how we make care better for everyone.”