Provider Login

Electronic Visit Verification (EVV)

Communication to all providers:

Palco has published several resources to help you with utilizing Electronic Visit Verification (EVV) and ensuring a smooth payroll.

  • For self-directed employees: Please ensure Palco has the most up to date Direct Deposit and W4 withholding information! You can update these at any time by submitting a Pay Selection Form or 2021 W-4 located on the Palco website. We highly encourage everyone to sign up for Direct Deposit or request a free Money Network Card to ensure fast and seamless payments. In addition to these forms, you can find the Payroll Resources Flyer with helpful information on ensuring your payroll is correct and accurate with Palco to ensure that you are receiving stubs on time, please make sure your address is updated in Focos.
  • For self-directed vendor providers: Please ensure that you are submitting a Payment RequestForm (PRF) to the EOR to ensure timely review and payment.
  • For DDW and Supports Waiver agency providers: Please see

Beginning January 4th, 2021, please call 1-800-283-4465 and Press * for Electronic Visit Verification questions related to IVR logins or technical issues. Please call 1-800-283-4465 option 5 for Mi Via questions or issues. Call Center wait times may be longer than usual.

For immediate assistance please go to the following websites for EVV forms and resources:

Conduent-Palco Welcome Letter

EVV Frequently Asked Questions

General FAQs

Agency User Guide - Authenticare

EVV Forum Q&A

EVV Forum Q&A Addendum

AuthentiCare EVV New Mexico Centennial Care Self-Directed Community Benefit Training-for-Trainers

AuthentiCare Training Q&A

AuthentiCare SDCB Known Issues

EVV Telephony User Guide - Provider and Self-Directed Vendor Agencies

EVV Workstreams

EVV Vendor Agency FAQ

2021 W-4 Form

Payroll Information Worksheet

Pay Selection and Direct Deposit Authorization

Mi Via & Supports Waiver Post Go-Live Information Session 1/15 - PDF

DDW & Supports Waiver Agency Based Post Go-Live Information Session 1/15 - PDF

EVV Post Go-Live FAQ - Self-Directed Community Benefits - 1/22/2021

EVV Post Go-Live FAQ - Mi Via & Supports Waiver - 1/15/2021

EVV Post Go-Live FAQ - DDW & Supports Waiver - 1/15/2021

EVV Agency Training Slides

EVV Provider and Agency Updates 3/3/21

Medicaid Coverage of COVID-19 Testing for All Uninsured

Please see Supplement #2: Medicaid Coverage of COVID-19 Testing for All Uninsured stating no health insurance plan in New Mexico may charge patient co-pays, deductibles or coinsurance for COVID-19 diagnostic testing services; and no test site or lab may bill any New Mexico patient for any portion of the cost of testing for COVID-19.

COVID-19 Notice

In the face of the evolving COVID-19 (coronavirus) situation, and to ensure continued access to services and care for all New Mexicans, providers are strongly encouraged to notify their contracted Managed Care Organizations (MCOs) and the Consolidated Customer Service Center (CCSC) of any expected or unexpected office or facility closures. This will assist the New Mexico Human Services Department (HSD), the New Mexico Governor's Office and the New Mexico Department of Health (DOH) in directing Medicaid clients, and all New Mexicans seeking care, to a provider/facility who can provide immediate assistance.

To contact an MCO or the Consolidated Customer Service Center (CCSC), please call:

Blue Cross Blue Shield:
Provider Services Unit
Monday - Friday, 8:00 a.m. - 5:00 p.m.
(800) 693-0663

myPRES eHelp Desk
Monday - Friday, 8:00 a.m. - 5:00 p.m.
(505) 923-5757

Western Sky Community Care:
Member Services
Monday - Friday, 8:00 a.m. - 5:00 p.m.
(844) 543-8996
TTY: 711

Consolidated Customer Service Center (CCSC):


  • Contact your contracted MCO or the Consolidated Customer Service Center (CCSC) to determine an alternative office near you that you may refer patients.
  • Contact all patients that have appointments with you and notify them of the closure and the alternative care location (including the contact number for appointments).
  • If you do not have alternative location contact information, direct the patient to their enrolled MCO or the Consolidated Customer Service Center (CCSC) at 1-888-997-2583.
  • Place signs on office doors notifying the public that "THIS FACILITY IS TEMPORARILY CLOSED." Signs should direct Medicaid members to call their MCO or the Consolidated Customer Service Center (CCSC) for additional information.

For up to date information on COVID-19 in New Mexico, please visit the New Mexico Department of Health Coronavirus web site at


Public Charge Rule

The federal government has finalized a revised and expanded public charge rule that may impact immigrants' applications for visas, permanent residency or admission to the United States. The new rule is effective Feb. 24, 2020.

The new versions of the applications are posted here.


2019/2020 Influenza Season

Vaccination recommendations for the 2019/2020 Influenza season have been released from the Medical Assistance Division Medicaid Drug Utilization Review Board. Influenza Vaccination 2019-2020 Document.

Please note the Prescriber Response Form provided with the newsletter and provide any feedback on future publications.

If you have any questions please call the Consolidated Customer Service Center (CCSC) at 1-800-299-7304.