
CGS Customer Experience
We believe healthcare administration should be easy, consistent, and transparent. We simplify the system and deliver valuable solutions that IMPACT lives.
Help improve our website, portal and other services by providing your valuable feedback in our various satisfaction surveys:
Location | Survey Feedback | Solution | Date Implemented |
---|---|---|---|
myCGS Web Portal |
Providers asked for more details about the titles and descriptions for message inboxes. |
We updated the titles to inboxes and descriptions of columns to make it easier to sort and find messages in the inboxes. |
10.04.2024 |
Provider Outreach and Education |
Providers asked us to make it easier to register for Provider Outreach and Education events |
We updated the Calendar of Events to make it easier to register for education events in CVENT, our webinar platform:
|
06.01.2024 |
Website & Customer Service |
We get comments about how to enter the Medicare Beneficiary Identifier (MBI) on the telephone keypad when you call CGS Customer Support or the Interactive Voice Response (IVR). |
Use the MBI Letters to Numbers & Name to Number Converter to change alpha characters to numbers on your telephone keypad. We added a chart to show what to enter for each alpha character in an MBI. For example, enter *11 for the letter Q or *72 for R. |
04.19.2024 |
myCGS Web Portal |
Providers want to be notified when they log in when it is time to verify their profile information. |
To follow CMS security rules, everyone must make sure their profile information is up to date every 250 days. As the deadline gets closer, you’ll see a pop-up message when you login. This message will tell you when your profile expires, the date you need to verify it by, and how to do it. |
04.03.2024 |
myCGS Web Portal |
Providers want to have a notification that tells you when your password is about to expire. |
We will display a message with a countdown when your password expires within 10 days. Use the “Update your password now” link to go directly to the change password screen. |
03.14.2024 |
myCGS Web Portal |
Providers want to filter messages in their inbox. |
We added new filters to message inboxes to help search for a specific message or letter. |
01.30.2024 |
myCGS Web Portal |
Providers are not sure which Medicare contractor website to search. |
We added more information about MAC jurisdictions to the CGS Medicare Home page to help visitors find the correct MAC for their jurisdiction and line of business. |
01.30.2024 |
Customer Experience Enhancements Archive
Survey Feedback | Solution | Date Implemented |
---|---|---|
Let me look at the info before you make me take a survey. |
Updated the Survey Creative to allow users to complete their tasks before taking the survey. Once the user is finished with their task they can close out the window/tab and the survey will pop for them to take. |
August 2023 |
Would like to be able to save Forms and come back to update them later. |
Deployed the feature for Saving Redeterminations in PTA. |
July 2023 |
Would like to be able to save Forms and come back to update them later. |
Deployed the feature for Saving Redeterminations PTB and HHH. |
June 2023 |
Please add more reason codes to HHH Reason Code Search and Resolution. |
CGS has been adding new codes as we get them. |
June 2023 |
Unable to view account admin at login. |
Deployed updated to allow users to see account admin at login. |
March 2023 |
Unable to see future payments. |
Deployed update to correct issue where providers were unable to see future payments on the Financial Tab. |
March 2023 |
Unable to view account admin at login. |
Deployed updated to allow users to see account admin at login. |
March 2023 |
LCD/NCD able to search by DATE newest and any updated items. |
Added a downloadable Excel file that users can sort/filter to the LCDs/Medical Policies webpage. |
February 2023 |
Users were not receiving their MFA codes in a timely manner via email or text. Many did not know about using Google Authenticator for fast easy logins to myCGS. |
Created a user-friendly video instructing users on installing and using Google Authenticator. |
January 2023 |
Unable to save Incomplete Forms. |
Turned on saving for PA RSNAT. Forms had the save button added and saved forms can be viewed within the Inbox Tab. |
January 2023 |
Unable to find information on Website | Deployed updated search engine on website | December 2022 |
Need more detailed claim information | Revised the myCGS Inpatient eligibility and Claims tabs so Part A, home health and hospice providers can better understand a patient's utilization of inpatient benefit days, view FISS reason codes and line-item details assigned to claims, and identify/resolve claim overlap errors. | December 2022 |
Did not receive information | Added the myCGS Education tab which provides information about important policy or process updates and changes, responses to survey feedback and upcoming educational events. | September 2022 |
Function not available in myCGS | myCGS users can submit roster bills and Medical Review reopenings. | August 2022 |
Unable to locate information about a public health emergency in my area | Added a "Disaster Resources" page on our website that provides access to information about any waivers or flexibilities in place due to a PHE in Jurisdiction 15. | August 2022 |
Unable to obtain prior authorization | Added a "Prior Authorization Decision Tree" to the J15 Part B Self-Service Options page on our website that allows providers to determine if a Medicare Part B service requires prior authorization. | July 2022 |
Unable to complete task due to missing information | Updated error messages on various screens in the myCGS portal to alert users when required search data is missing. | May 2022 |
Easier MBI search | The myCGS MBI Look-Up Tool SSN field allows users to copy/paste. | May 2022 |
Opt out of the prior authorization exemption | Part A hospital outpatient departments (OPDs) that qualify for the prior authorization exemption may submit an opt-out request via the myCGS portal. | May 2022 |
Access LCDs | Changed the "Medical Policies" left navigation menu and landing page headings to "LCDs / Medical Policies" to clarify where LCD policies are located on our website. | April 2022 |
Unable to obtain a beneficiary's MBI | Minimized the myCGS MBI Look-Up Tool required search fields. | March 2022 |
Update/add to my account information | Added the myCGS My Account tab where users can update profile, security and account information. Read this article for more details. | January 2022 |
Reduce unwanted inbox messages | myCGS messages are only delivered to the NPI level. | December 2021 |
Detailed preventive services information | Added the HCPCS code short descriptors and ability to print the patient's history to the myCGS Preventive sub-tab (under Eligibility). | December 2021 |
Improve navigation | Minimized the content on the J15 home pages, updated Quick Links to correspond with the top website searches and added "Recent News". | November 2021 |
Find information specific to my provider type | Added jurisdictional maps to the CGS home page to distinguish each contract and prevent access to an incorrect line of business. | November 2021 |
Access to overpayment information | Added the myCGS Overpayment Data sub-tab (under Financial Tools) that includes detailed account receivable (AR) information, overpayment demand letters, remaining balances, etc. Reference the myCGS User Manual for additional information. | November 2021 |
Locate the answer to my question | Streamlined our FAQs pages to address the top telephone/written inquiries and claim submission errors. "Top Provider Questions" are also available on most of our operational area pages. | September 2021 |
Recertify my account less often | Reduced the timeframe to complete the myCGS recertification process from every 90 days to every 360 days. | September 2021 |
Updated: 02.03.2025