Corporate

myCGS Status

Below is a list of known issues that users have experienced in myCGS. Please refer to this page for workarounds and resolutions to myCGS issues.

Date Reported Issue Details Workaround Status Date Resolved

11.12.19

myCGS claim status and payment floor information

Claim status and payment floor information is now available in myCGS.

myCGS is currently unable to access claim status and payment floor information.

NA

Closed

11.12.19

11.06.19

Obtaining Medicare Secondary Payer Information

The Common Working File (CWF) implemented system changes October 7, 2019. The CWF changes inadvertently resulted in sharing beneficiary MSP updates or new occurrences with HETS only when there is claims activity. The CWF MSP data is accurate; however, if a beneficiary's MSP information changed since October 7th and there hasn't been CWF claim activity for that beneficiary, HETS MSP data isn't current. CWF is the MSP information source for HETS, therefore, this affects the MSP information available via myCGS portal and IVR system. A resolution to this issue is scheduled for implementation the weekend of November 16th.

The Centers for Medicare & Medicaid Services (CMS) has identified an issue with obtaining current MSP information via the HIPAA Eligibility Transaction System (HETS). This affects MSP information available in myCGS, and the interactive voice response (IVR) system. CGS will share updated information as it becomes available.

NA

Open

 

10.29.19

Medicare Beneficiary Identifier (MBI) Look-Up Tool Outages

The Centers for Medicare & Medicaid Services (CMS) has announced an upcoming outage to the Medicare MBI Look-Up tool. The Medicare MBI Look-Up tool outage will begin at 7:30 AM ET on Saturday, November 2, 2019. The Medicare MBI Look-Up tool will be unavailable during this period. CMS estimates that the outage will be completed by 1:00 PM ET on Saturday, November 2, 2019.

NA

Closed

 

10.29.19

Regular Maintenance Schedule

The J15 myCGS Web Portal will be down for maintenace beginning at 5:00 a.m. through Noon Central Time (CT), Saturday, November 2, 2019.

Please plan accordingly

Closed

 
10.14.19

Medicare Beneficiary Identifier (MBI) Look-Up Tool Outages

The Centers for Medicare & Medicaid Services (CMS) has announced that the Medicare Beneficiary Identifier (MBI) Look-Up Tool in myCGS will not be available during the dates/times listed below.

  • Friday, October 25, 2019

    Beginning at 8:30 PM ET

    CMS estimates that the maintenance window will be completed by 12:30 PM ET on Saturday, October 26, 2019.
  • Sunday, October 27, 2019

    Beginning at 7:30 AM ET

    CMS estimates that the maintenance window will be completed by 12:00 PM (Noon) ET on Sunday, October 27, 2019

NA

Closed 10.27.2019

10.14.19

Part B Portal Correspondence

Part B portal users – CGS has resolved the issues that prevented portal distribution of Part B correspondences (excluding ADR) from being delivered in the portal. As of 10/22, CGS has delivered all Part B September letters to your inbox for your convenience. As a result, some providers may have noticed a larger than normal number of messages on Monday or Tuesday.

Part B portal users – We have identified an issue in which Part B correspondence, excluding MR ADRs, issued during the month of September, 2019 were not delivered to the portal. Instead, letters were mailed to the correspondence address on file for the provider. The issue has been corrected and October correspondence is available within the portal. We are working to have September letters added. Please check your mail for hard copy correspondence in order to avoid delays.

Please review mail for all September Correspondence.

Closed

10/23/2019

10.02.19

Eligibility and MBI Lookup functions

Eligibility and MBI lookup functions are intermittently available. Users may receive the error message "The eligibility system is not available now, please try again later"

Try accessing the eligibility and MBI Lookup functions again.

Closed

 

09.27.19

MFA Delays

Primarily during the morning hours, there is a delay in receiving the email with the Multi-Factor Authentication (MFA) code to access myCGS. Regenerating multiple codes via email may cause unexpected lock-outs.

Select the "Text" option to receive the MFA code (if applicable).

Closed

10.03.2019

09.27.19

myCGS File Uploads

Currently myCGS users may receive errors when uploading files within the portal. CGS is working diligently to resolve this issue. There is not an estimated time of resolution.

myCGS users will be notified when updates are available.

NA

Closed

10.01.2019

07.08.2019

Submitting eOffset Requests

When requesting a Demand Letter Offset through the myCGS eOffset function, you are required to enter either the demand letter number or the AR number(s) associated with the overpayment. If you choose the option to enter the letter number, our system my be unable to locate it, preventing you from entering the request.

Choose the option to enter the AR number(s) instead.

Open

 

05.24.2019

T-Mobile Users: issues receiving myCGS Multi-Factor Authentication (MFA) codes via text messages.

Currently, T-Mobile users are experiencing issues receiving myCGS Multi-Factor Authentication (MFA) codes via text message. We have confirmed this issue is impacting T-Mobile users only. MFA codes are still being received successfully via text to other carriers as well as via email. We are working with the appropriate areas to resolve this issue and will notify users when the issue is resolved or an update is available. There is not an estimated time of resolution.

We apologize for the inconvenience and appreciate your patience.

MFA codes are still being received successfully via text to other carriers as well as via email.

Closed

07.29.2019

Updated 11.12.19

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