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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 https://palcofirst.com/new-mexico/ 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 https://palcofirst.com/new-mexico/

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.

P -EBT Card

You may pin your P-EBT card by going to the website on the back of your card which is www.ebtEDGE.com and select your PIN or by calling FIS Customer Service at 1-800-843-8303. To pin your P-EBT card you will be prompted to enter information for the primary card holder printed on the P-EBT card.

Notice Regarding Lobby Closure

Please see Supplement #1: Fingerprinting Guidance for all new employees who are required to pass the NM Abuse Registry, Caregiver Online Registry (COR), and background checks for employment.

ISD Notice

Income Support Division Offices are open, however we urge you to call our Customer Service Center for support at 1-800-283-4465 or use yes.nm.state.us to access information about your benefits before coming to the office.

ATTENTION:
Effective January 1, 2020, the minimum wage increased from $7.50 per hour to $9 per hour statewide. This increase could impact your Medicaid eligibility and other benefits. Please alert HSD to any changes in your family's circumstances including income or household size, so that we can accurately determine your eligibility and help you make sure you are connected to coverage if you are no longer eligible.

If you have received notice that you are no longer eligible for Medicaid due to your household income, your information will be sent to beWellnm, New Mexico's health insurance exchange. beWellnm can assist you and your family in shopping for health coverage. Depending on your income, you and your family members might be eligible for financial assistance to help lower your monthly premium payment. For more information call 1-833-862-3935 or visit www.bewellnm.com.

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.
https://www.hsd.state.nm.us/LookingForAssistance/public-charge-rule.aspx
The new versions of the applications are posted below:

New Mexico Medicaid recipients may log in to:
 - Check on Eligibility
 - Ask a Service Representative a Question
 - Reprint a 1095-B IRS Form

Click here for the YESNM website in order to:
 - Enroll in or change your managed care plan
 - Request a Replacement Medicaid Identification Card for Fee-for-Service (Not with an MCO)

Currently, New Mexico Medicaid recipients can use the State's on-line public assistance system, YesNM, to get information on their Medicaid case. Beginning December 02, 2017, all recipients who wish to select or change the Managed Care Organization (MCO) that provides their Medicaid services should make those selections on YESNM. Some recipients can also use YesNM to request a replacement Medicaid ID card. To access YesNM, please go to https://www.yes.state.nm.us/yesnm/home/index. Recipients can still use the New Mexico Medicaid web portal for inquiries and 1095 reprints.

Medicaid Telephone Identity Theft Scam

There have been reports of what appears to be an identity theft scam by callers claiming to be representatives of the New Mexico Medicaid program. These solicitors are calling individuals several times a day and asking for their name, Social Security Number, and Medicaid number. Medicaid recipients should never provide personal information such as Social Security Number or Medicaid identification numbers over the phone to unsolicited callers.

These callers are not affiliated with the New Mexico Human Services Department, its Medicaid program, the Centennial Care managed care organizations, or the Centers for Medicare and Medicaid Services.

If you have received an unsolicited call from someone claiming to be a representative of the Human Services Department or the New Mexico Medicaid program, you may file a complaint with the Federal Trade Commission at https://www.ftccomplaintassistant.gov. If you have already fallen victim to this or a similar scam, please visit http://www.identitytheft.gov .

Per state regulation 88.308.7.9 H NMAC, HSD allows a member to change his/her Managed Care Organization (MCO) selection outside of the annual recertification period for cause, such as but not limited to: poor quality of care, lack of access to covered benefits, or lack of access to providers experienced in dealing with the member's health care needs. Requests to switch from one MCO to another must be sent in writing to: New Mexico Human Services Department, Medical Assistance Division, P.O. Box 2348, Santa Fe, NM 87504. For more information, please call the Medicaid Member Services Call Center at 1-888-997-2583.
If you were recently approved for Medicaid, please allow up to 72 hours for your eligibility to display in the Medicaid Web Portal. If you are inquiring about a "Reminder Letter" and you need to change your MCO and are within the 60 days of your renewal date, you can login and update your MCO through the Web.


Announcement of Notice of Privacy Practices

Your Information. Your Rights. Our Responsibilities.
This notice describes how medical information about you may be used and disclosed and how you can get access to this information. Please review it carefully.
Notice of Privacy Practices

I declare that I am accessing information on this Portal for myself or as the Authorized Representative for the person listed. Any unauthorized access to or changes made to information in this Portal by someone other than the Medicaid recipient or their Authorized Representative will be considered Medicaid Fraud and may be prosecuted to the full extent of the law.

By checking this box, I confirm that I am authorized to access information for this Medicaid recipient and I have read and understand the statement listed above.

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