Improving Customer Experience

We are committed to improving your experience. Please watch this two-minute video that explains how each day we review comments from providers who submit surveys to let us know what is working well and how we can improve. Here are some improvements we made in the first half of 2025:

• Added a new NCCI Lookup Tool to our NGSMedicare.com website to help providers identify when certain codes are subject to the automated code pair edits.
• Combined our Medically Unlikely Edits and National Coding Initiative web content for easier accessibility.
• Enhanced our Part B Top Claim Error Tool to indicate error type denial or rejection and improved search function.
• Added a feature to deliver MRNs/response letters through our NGSConnex portal and stop mailing hardcopy MRNs for redeterminations submitted through the portal.
• Added a notification to alert a user when a Claims or Medical Review ADR due date is within 10 calendar days of the current date.
• Enhanced our NGS Medicare University platform learning library and learning certificates.
• Expanded educational opportunities based on provider feedback.
• Shared survey responses with our Customer Service Representatives to drive improved customer experience.

Thank you for your feedback, we look forward to continuing to improve your experience.

Revised 6/26/2025