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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

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

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 myCGS User Manual Icon.  In addition, we created a smaller icon for use with inline text hyperlinks. These visual enhancements will help users more easily find the myCGS J15 User Manual as the primary resource for help.

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:

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

Updated: 08.13.2026

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