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 second half of 2024:

• Added the ability to view and download response letters in NGSConnex when an adjustment remittance is also available.
• Improved the usability of the Acronym Search Tool on our website.
• Expanded details on the Eligibility Pintable View in NGSConnex.
• Launched our new Medicare University system.
• Expanded educational opportunities based on provider feedback.
• Improved navigation on our website with hover-over sub-menu items rather than requiring a click.
• Launched podcasts for our Part B providers and included links to them on our website education tab and APPS page.
• Added a feature to allow Part B NGSConnex users to submit a Prior Authorization Request on behalf of a Part A facility.
• Clarified the Provider Enrollment Application Status Tool messages that display on our website.
• Improved User Management features for NGSConnex LSOs by allowing LSOs to recertify users anytime throughout the year and display their recertification dates.
• 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 1/3/2025