How You Made an IMPACT
This table shares recent operational improvements that are direct results from your survey feedback. For more information about all the ways you can leave your feedback, visit our CGS Customer Experience page.
| Business Function | Date Implemented | Survey Feedback | Solution |
|---|---|---|---|
Digital |
07.31.2026 |
General comments about barriers to subscribing to the mailing list. |
We revised the Electronic Mailing List registration fields by removing phone and address fields and reorganizing email list options to better separate contracts and specialties. These changes streamline the subscription process and ensure users provide only the information needed to join the mailing list. |
Digital |
07.31.2026 |
Using data from the CGS Medicare website and myCGS portal surveys, we analyzed customer behavior and pain points across the website and portal. |
We introduced several enhancements across page content and portal landing areas to streamline navigation, clarify key user pathways, and improve visibility of essential resources. Website updates include refreshed versions of the following: Additionally, we launched a new myCGS Troubleshooting & Support page. This page centralizes information on authentication requirements and provides direct access to resources such as the MFA codes video, online education for new portal users, and the updated Quick Reference Guide and Top Provider Questions. Together, these improvements support a more intuitive, efficient, and user-friendly customer journey across our digital platforms. |
Digital |
06.25.2026 |
We received survey feedback about problems printing eligibility screens from the myCGS J15 Web portal. |
To address user complaints about unreadable eligibility printouts, we resolved the print alignment issue within the myCGS J15 portal. This update ensures that eligibility information now prints clearly and consistently, improving usability and overall customer satisfaction. |
EDI Enrollment & Digital |
06.19.2026 |
Survey responses showed ongoing challenges with the EDI enrollment process, including difficulty locating the necessary EDI applications. |
We updated the EDI landing page to improve usability. Forms and resources were reorganized into clear categories, and a decision tree was added to guide new Medicare providers to the appropriate information. |
Digital |
04.30.2026 |
"How do I access the user manual? Do I need to sign in? I tried that and I don't see a place to access it there in the portal." |
We developed a set of images to stand for the myCGS J15 User Manual
|
EDI Enrollment & Digital |
04.26.2026 |
Customers would like clearer information when an EDI application shows a "Rejected" status. |
We updated the EDI Application Status tool to display the reason for rejection. |
Digital |
02.05.2026 |
General feedback related to looking for education on specific topics. |
We updated our Video Education page to make it visually more appealing with titles listed in alphabetical order. |
Digital |
02.05.2026 |
Providers search for information on how to enroll in Medicare and frequently call customer service with questions. |
We created a new, interactive, Medicare Provider Enrollment Help Tool. |
Digital |
01.30.2026 |
General feedback related to difficulties finding education on specific topics. |
We updated our Online Education Course Center to make learning easier, more convenient, and visually more appealing. Here's what changed:
|
Updated: 08.13.2026


