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 – Website |
09.21.2026 |
We received persistent feedback on July 21, 2026, about printing web pages as PDFs. |
We reviewed the print features on our web pages and found that users must scroll to the very bottom of most of our webpages to find the print option. Because this feature is placed so low on the page, many visitors do not notice it. We added a prominent print, bookmark and increase/decrease font size feature at the top of each webpage to make these features easier to find and use. |
Digital – Website |
09.15.2026 |
We received survey feedback via the website survey on August 25, 2026, that a visitor was “Unable to verify eligibility. Site will not open to that area.” |
Analysis of the survey data showed the visitor clicked on a link from the CGS Medicare Home page. The link took the visitor to the myCGS informational page on the web site instead of the to the myCGS portal log in page. As a result, the user was unable to verify eligibility using the existing URL. On CGS’s Medicare Home page, we added a direct URL to the myCGS Log In page to reduce confusion and ensure users reach the myCGS portal log in page. We also updated and differentiated the link text to clearly distinguish between myCGS J15 Web Portal Login and myCGS Web Portal Resources. |
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 – Portal |
06.25.2026 |
We received CGS Medicare website feedback resulting from a "page not found" error after clicking a link from the image carousel on the myCGS J15 portal. |
The carousel images on the myCGS Welcome page were outdated and included hyperlinks to web content that were no longer available. As a result, visitors were directed to “Page Not Found” errors on the CGS Medicare website, contributing to a negative user experience. To improve customer experience on the myCGS portal, we removed the outdated image carousel from the portal welcome page and replaced it with a static image accompanied by a dedicated text area. This updated format allows for clear presentation of new announcements, resource links, and contact information, improving navigation and overall user experience. |
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. |
Provider Compliance & Digital |
04.08.2026 |
We receive ongoing feedback about prior authorization delays and dismissals related to the WISeR model on our overall site experience surveys. |
We updated our website to include a prominent section on the home page with tips for WISeR PAR submissions, along with a direct link to the CMS WISeR survey. |
Digital |
03.17.2026 |
“I was looking for the MUE edits for CPT 37258 and 37255 and when I entered those codes with an effective date of 1-1-26 it said no results found. Has the MUE website been updated with the new January codes for peripheral interventions?” |
We improved the layout of the MUE Lookup tool and updated the "no results" response. The new layout is less cluttered. The lookup feature with search field and date selection is clearly visible and easy to see, clearly separated from the instructional text. We also revised the response for codes that are not included in the edits to better explain why the code is not listed. |
Digital |
02.25.2026 |
Customers look for additional prior authorization information. |
We revised the Prior Authorization page to an improved layout using a table to easily show the different prior authorization programs available along with their requirements. |
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: 10.08.2026


