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CGS Customer Experience

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:

Audit & Reimbursement EDI Education
Prior Authorization Provider Enrollment Redeterminations
TPE PCC Written Correspondence customer support
Survey Pop-up Feedback
Satisfaction surveys of CGS services. This survey link will appear randomly on our website or myCGS portal. It allows you to rate and provide feedback about your experience. Provide feedback from any page on our website about its content, a technical issue, or something else.
Survey Feedback Solution Date Implemented

Providers would like a better way to filter the myCGS Inbox

Refreshed the myCGS Messages Tab to allow providers to drill down into their messing based on the following criteria:

  • Date if Submission Range: Allows you to filter up to 30 days at a time.
  • ADR Type: Filter based on Non-Med ADR, MED ADR, and PA ADR.
  • ADR Claim Number: Filter by the ADR Claim Number.
  • Submitted By: Filter by the individual who submitted the form, message, etc.
  • Medicare ID: Filter based on the patient's Medicare Beneficiary Identifier (MBI).
  • Last Name: Filter based on the last name of the patient.
  • Status: Status of the ADR or Form that was submitted.
  • Decision: Filter based on the decision made on the item submitted.
  • UTN: Filter based on the UTN (Unique Tracking Number).
  • Claim Number: Filter by the Claim Number.
  • Bene DOB: Filter based on beneficiary's date of birth.
  • Submission ID: Search for a specific submission ID assigned to a request submitted through myCGS.
 

January 2024

Providers are not sure which Medicare Administrative Contractor (MAC) 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.

 

January 2024

Providers were unable to take the survey due to the survey not displaying as often.

Updated the Overall Site Survey Display Sample Rate to pop up for 100% of participants who have not taken a survey in the last 14 days.

 

January 2024

Providers confused on how to take the CSR / IVR survey.

We created a how to guide on taking the CSR / IVR surveys to provide some ease of burden on our providers.

 

January 2024

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

Customer Experience Enhancements Archive

Survey Feedback Solution Date Implemented
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: 01.19.24

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