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:
How You Made an IMPACT
This table shares recent operational improvements that are direct results from your survey feedback.
Survey Feedback | Solution | Date Implemented |
---|---|---|
Suppliers asked for a way to send offset and overpayment recovery forms through the myCGS DME Web Portal. | myCGS 9.0 adds a major new feature to the myCGS DME Web Portal that many users have requested—the ability to submit Overpayment Recovery forms. This new feature allows you to submit either an Offset Request Form or an Overpayment Recovery Request Form through myCGS. This is the first phase in a series of planned enhancements to the Finance menu. | 10.25.24 |
The publication dates for individual Dear Physician Letters and Documentation Checklists should be visible from the web page that lists all the documents. | We added the publication date for each document next to the title and hyperlink on the Dear Physician Letters and Documentation Checklists webpages. Users can now easily see the publication date and know when we last revised a document before they open the PDF. | 09.16.24 |
Website users prefer to see information without needing to scroll down the webpage. | We added an expand/collapse feature to the Orthoses and PMD Prior Authorization pages. Scan the section headings and click to see the information you want to read without scrolling through all the content. | 08.27.24 |
Suppliers need more education about when to use the KU modifier. | We created a KU Modifier Tool to let you know when to use the KU modifier for an accessory used on a manual or power wheelchair. | 08.20.24 |
myCGS users want to know when the Common Working File (CWF) last updated the skilled nursing facility (SNF) or hospital date shown. | myCGS 8.9 added a new field to SNF/Hospital Inquiries. The SNF/Hospital Information screen now shows the "Last Updated" field. | 08.19.24 |
We continue to see complaints about password and other security requirements in the myCGS DME Web Portal. | It is important that all users understand the reason behind these requirements and the importance of protecting both beneficiary and supplier information. Provider Education created two "To the Point" videos to address the myCGS Password Requirements and myCGS Terms of Use. Help prevent a cyberattack or a breach of information – make sure you and your staff are aware of and follow the protocols established to keep the myCGS portal secure. | 08.02.24 |
Suppliers want to search for a Remittance Advice (RA) by date of service. | We added the View RA feature to the Claim Status Summary screen with myCGS 8.8. | 07.30.24 |
Suppliers like information summarized and easy to access on a web page instead of a PDF. | We created CGS Fact Sheets to summarize important information and resources. Additional fact sheets with concise and reliable information on a variety of topics will be listed here. | 06.05.24 |
A top reason suppliers visit our web site is looking for prior authorization information. | We moved the Prior Authorization for DMEPOS section to the main left navigation menu so you can access information with only one click. | 06.03.24 |
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 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. | 04.19.24 |
Please add the error rate category to the Medical Review Quarter Reports page. | We added the individual error rates for each category to the table on the Medical Review Quarter Reports page to make it easier for suppliers to view error rates for all categories on one page. | 03.18.24 |
I would love to see an Ostomy supplies documentation checklist. | An Ostomy Supplies Documentation Checklist was published on March 12, 2023. | 03.12.24 |
Suppliers are dissatisfied with password and security requirements for myCGS. | We increased the visibility of the myCGS Security Awareness Training video and myCGS Terms of Use on our website. Links to the video and terms were added to the myCGS web page on the CGS education website so users can access it quickly and easily for training and education purposes. We encourage all myCGS users to review the training video and Terms of Use to understand the importance of keeping data secure and preventing cybercrime and Medicare fraud. |
01.31.24 |
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. | 01.31.24 |
Suppliers would like a video to educate first time users about using CGS Connect. | CGS Provider Education recorded a new "To-the-Point" Submitting a CGS Connect Request video. | 01.11.24 |
Refresh the Education section of the website so available educational options are easy to see and access. | The Education and Outreach landing page was redesigned with a fresh new look. New icons make accessing the variety of educational options easy. A Quick Links section includes links to commonly used educational resources. | 10.27.23 |
Ability to edit or correct information in a Prior Authorization Request after it is submitted to prevent incomplete or invalid requests. | Prior Authorization Smart Submission (PASS) was added to myCGS. With Smart Submission, we guide suppliers through all the steps for their specific Prior Authorization request to help make sure they send everything we need to make a decision the first time. Wait time for notification that the request was invalid or incomplete is eliminated. | 10.27.23 |
See the correct sequence of digits needed to enter into the IVR when using the MBI Lookup in myCGS | The IVR MBI Number Converter was added to the MBI Lookup with myCGS 7.3.14. | 09.11.23 |
Unable to find registration information on upcoming workshops. | Improved communications about workshops planned but not yet ready for registration on the CGS JB DME Provider Outreach & Education (POE) In-Person Workshops page. | 08.24.23 |
Information about oxygen modifiers and billing | We published How to Choose the Correct Oxygen Modifier | 08.11.23 |
Suppliers look for information about the GW modifier and need education on the requirements. | We published an article educating you about when to use the GW Modifier for hospice patients. | 07.12.23 |
Suppliers look for information about coverage of ventilators. Since these are paid based on NCD, there was limited information on our website. | We published the article "Ventilator Resources" to provide education and resources about coverage and billing of ventilators. | 07.07.23 |
There are many variations on how suppliers search for information related to same or similar: same or similar, same and similar, same/similar. Our search engine is improving all the time, and results can vary depending on the search term. | CGS published the "Same or Similar" Resource List to provide a comprehensive list of information for the various search terms for same or similar information. | 06.30.23 |
myCGS End Users need information on how to obtain access to locked portal features. | CGS published an article, Access to myCGS Features, to highlight the role of the Designated Approver and remind the end user to contact their approver to update their access in the portal. | 06.22.23 |
Information about how to file claims after the end of the COVID-19 PHE | The DME MACs collaborated to publish Post COVID-19 PHE Collaborative Q&As. | 06.15.23 |
Information about the CMS national coverage decision establishing coverage for power seat elevation for power wheelchairs. | CGS published Payment of Power Seat Elevation Equipment on Power Wheelchairs | 06.08.23 |
Details on the effects of the end of the COVID-19 PHE | CGS updated the post-PHE webpage, published a new online education course, and shared other resources, like the end of the COVID-19 PHE teleconference Q&As. | May 2023 |
Several myCGS enhancement suggestions | CGS implemented many myCGS updates including giving users the ability to set a default NPI/PTAN, allowing Designated Approvers to "select all" when granting user access, expanding eligibility Medicare Advantage Plan (MAP) data to include historical periods, and updating the Prior Authorization status screen to include date of decision. | May 2023 |
Easier password/login processes, including account lock/unlock. | myCGS 7.3.8 introduced several enhancements, including the ability for users to unlock their own accounts without calling customer support. | 02.27.23 |