Corporate

myCGS Status

Below is a list of known issues that users have experienced in myCGS. Please refer to this page for workarounds and resolutions to myCGS issues.

Date Reported Issue Details Workaround Status Date Resolved

01.16.20

myCGS claim status and payment floor information

Update: Access to claim status and payment floor information is now available

Currently, myCGS users are unable to access claim status and payment floor information.

NA

Closed

01.16.20

01.15.20

Eligibility or MBI Look-up Data

Update: Eligibility and MBI Lookup functionality in myCGS are now available

myCGS users are unable to access Eligibility or MBI Look-up data due to an issue with CMS's HETS system.

NA

Closed

01.15.20

01.15.20

myCGS is not available

Update: myCGS is now available

myCGS is currently not available. We are working diligently to resolve this issue.

NA

Closed

01.15.20

01.15.20

Upcoming outage to the MBI Look-Up Tool

The MBI Look-Up Tool outage will begin at 5:30 AM ET on Sunday, January 19, 2020.  The Medicare MBI Look-Up Tool will be unavailable during this period due to data center maintenance. CMS estimates that the maintenance window will be completed by 9:30 AM ET on Sunday, January 19, 2020.

NA

Open

 

01.09.20

myCGS Registration

When a new user selects "Register for myCGS" to create an account, there is either no response or the Log-In screen displays. The issue is currently being investigated.

NA

Open

 

12.11.19

myCGS availability

Update: myCGS is now available

myCGS is currently not available. We are working diligently to resolve this issue.

NA

Closed

12.11.19
12.09.19

myCGS Eligibility and MBI Lookup.

UPDATE: Eligibility and MBI Lookup data is now available.

UPDATE: It appears that users, again are currently unable to access Eligibility and MBI Lookup data.

Eligibility and MBI Lookup data is now available.

myCGS users are currently unable to access Eligibility and MBI Lookup data.

NA

Closed

12.11.19

11.12.19

myCGS claim status and payment floor information

Claim status and payment floor information is now available in myCGS.

myCGS is currently unable to access claim status and payment floor information.

NA

Closed

11.12.19

11.06.19

Obtaining Medicare Secondary Payer Information

11.20.19 – CGS has been notified by the Centers for Medicare & Medicaid Services (CMS) that the issue identified with obtaining current MSP information via the HIPAA Eligibility Transaction System (HETS) has been resolved.

The Common Working File (CWF) implemented system changes October 7, 2019. The CWF changes inadvertently resulted in sharing beneficiary MSP updates or new occurrences with HETS only when there is claims activity. The CWF MSP data is accurate; however, if a beneficiary's MSP information changed since October 7th and there hasn't been CWF claim activity for that beneficiary, HETS MSP data isn't current. CWF is the MSP information source for HETS, therefore, this affects the MSP information available via myCGS portal and IVR system. A resolution to this issue is scheduled for implementation the weekend of November 16th.

The Centers for Medicare & Medicaid Services (CMS) has identified an issue with obtaining current MSP information via the HIPAA Eligibility Transaction System (HETS). This affects MSP information available in myCGS, and the interactive voice response (IVR) system. CGS will share updated information as it becomes available.

NA

Closed

11.20.19

07.08.19

Submitting eOffset Requests

When requesting a Demand Letter Offset through the myCGS eOffset function, you are required to enter either the demand letter number or the AR number(s) associated with the overpayment. If you choose the option to enter the letter number, our system may be unable to locate it, preventing you from entering the request.

Choose the option to enter the AR number(s) instead.

Open

 

Updated 01.15.20

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