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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 & POE 06.16.2026

"I cannot submit reopening via the web form it also appears that I cannot submit a redetermination and "Several of the "features" don't work, they're all crossed out. You can't use the finance tab, reprocessing tab, etc. Why are they there if they can't be utilized? "

The Provider Outreach and Education (POE) team added a helpful tip to the Provider Education page on the myCGS DME portal. The new guidance explains that locked or disabled tabs usually indicate insufficient user permissions and provides instructions on how users can resolve the issue. This update helps reduce confusion and improves the overall user experience on the portal.

Digital & Redeterminations 06.11.2026

Collective survey feedback over time, from multiple surveys expressing the need to see the redetermination letter in the portal. For example: "Better confirmation and communication for completed reopenings/redeterminations. Alot of times I cannot find the letters once the redetermination has been completed. A messaging service would be good."; "It would be very beneficial if Medicare would consider sending all letters generated for future takebacks, redeterminations, & reconsiderations electronically. This way, we have an electronic record and can easily refer back when needed. It would save us from having to scan them, but also save time, money, and be much better for our planet. :)"

myCGS 11.4was installed on 06.11.2026. This update includes improvements to the Redeterminations Status page, updates to the Form Submission screens, the addition of Redeterminations and Reopenings letters to eLetters, and several other enhancements.

Digital 06.10.2026

"Coverage search linked so we could access the NCDs without doing a separate google search."

We updated the Medicare Coverage Center hyperlink label located on the Local Coverage Determinations page to clearly reflect that it leads to NCD information.

Digital 05.29.2026

"ABN Interactive instruction tool is using an expired ABN."

We updated the ABN Forms Instructions toolto incorporate the latest version of the ABN form. This enhancement ensures users are accessing the most current and accurate information, replacing the previously outdated version. The Office of Management and Budget (OMB) approved the updated Advance Beneficiary Notice of Noncoverage (ABN) form (CMS-R-131). The updated ABN form must be used starting May 12, 2026, when the older version expires.

Digital & Redeterminations 05.26.2026

Ongoing and cumulative survey feedback reflects a lack of understanding of documentation and ABN requirements by suppliers.

To address recurring issues with misunderstanding documentation and ABN requirements—often reflected in lower satisfaction with the Redeterminations process—we added Redetermination tips to the Redeterminations page. These updates provide clearer guidance to help suppliers avoid unfavorable appeal decisions.

Digital & Prior Authorization 04.30.2026

"Timeliness is important. We get referrals from physicians with patients contacting our clinic for DME items. We submit auth requests immediately but we are not notified when decision is made except by mail which takes 3-4 days. Instead we have to keep checking the portal. We have many, many patients and many insurances. It is not feasible to check every portal for every patient that is waiting for an item. Please make your portal NOTIFY your members (whether it is Affirmed or Non-Affirmed) so we can advise the patients accordingly. Thank you."

myCGS version 11 now includes eLetters. The notification informs users which specific letters are available; for example, it will indicate if they have two PA letters and one ADMC letter when multiple documents are present.

Additionally, email notifications are sent once daily. Each morning, users receive a summary of all letters generated the previous day.

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 DME User Manual myCGS DME User Manual. In addition, we created a smaller icon for use with inline text hyperlinks. These visual enhancements will help users more easily find the myCGS DME User Manual as the primary resource for help.

myCGS DME User Manual

Digital, Prior Authorization, & TPE 04.30.2026

"I would love to be able to have any correspondence available via web since the USPS mail is so unreliable in my area. We frequently do not have things delivered correctly as we are in a shopping center."

myCGS version 11 now includes eLetters.  This feature introduces a new way to view letters sent by CGS to suppliers through an eLetters inbox, allowing users to access ADR, Prior Authorization, and ADMC letters for all NPI/PTANs associated with their account in one central location. Additional letter types will be added in a future myCGS release.

Digital 04.23.2026

"I have a lot of issues with the website switching to not private and then I can't log in."

To address portal feedback from users encountering the browser message "Your connection is not private," we published a website article offering tips to resolve the issue and guidance on when to involve their IT department. The article is titled "myCGS® DME Web Portal: Tips to Fix the "Your Connection Is Not Private" Message.

Digital & Prior Authorization 04.22.2026

"Please fix the look up tool. I used to type the code and hit [Enter] using the key on the keyboard and it would pull the information. Now when entering the code and hitting the enter key on the keyboard clears all the input data and displays NO result."

To address users who enter a code that is not on the current list, we added a link to the full list codes that require prior authorization on the Prior Authorization Lookup Tool.

Digital 03.23.2026

General feedback from visitors searching for education on topics addressed in various types of education resources on the website.

We created the Education on Demand page to consolidate links to the Video, OEC, Webinar, and TTP offerings to one location, reduce visual clutter on the main Education landing pages, and reduce the number of links in the left navigation. Visitors can now treat the page as a one-stop resource for our electronic and online offerings.

Digital 02.05.2026

There is no information available anywhere regarding what the "Patient NOA Indicator" codes mean. My patient has a "1" in that box, but I haven't been able to find a description of that code or any other code for that field anywhere.

We updated the Consolidated Billing Tool to include patient status codes and descriptions from the myCGS® Web Portal.

Digital & POE 01.30.2026

"I have difficulty registering myself for online education courses."

We updated our Online Education Courses page to make learning easier, more convenient, and visually more appealing. Here's what changed:

  • No Login Required – Simply choose your course and start learning!
  • Personalized Certificates – Add your name to your Certificate of Attendance
  • Fresh, modern design
Digital 01.08.2026

Collective comments related to general misunderstanding of various tasks related to resetting passwords and creating or maintaining an end user account or designated approver account in the myCGS DME portal.

We published three new videos about the myCGS Web Portal:

  • How to Reset Password
  • How to Register as an End User
  • How to Register as a Designated Approver

Updated: 08.14.2026

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