MES Modernization Update

As the MES Modernization Program continues to progress, strong collaboration remains one of its greatest strengths. Teams are working closely to align on requirements, coordinate across functions, and prepare for upcoming phases of work. The shared focus, expertise, and commitment across all areas are helping keep the program moving forward, and we sincerely appreciate the continued input and support from our partners and stakeholders.

We also value the insights, updates, and constructive dialogue shared each month. While some activities naturally experience quieter periods, this reflects the normal rhythm of a complex, evolving program. What matters most is maintaining clear, timely communication when key developments or decisions arise.  

Thank you for your continued engagement and partnership as we advance this important work together. Here are this week’s updates:

Customer Service System (CSS) - New Updates launching May 4, 2026  

AHCCCS is preparing to launch new updates to the Customer Support System (CSS) on the AHCCCS Solutions Center, a new centralized platform designed to make it easier to connect with AHCCCS, submit provider requests, track progress, and communicate with AHCCCS teams. The AHCCCS Solutions Center will be used by providers, office staff, administrators, delegates, vendors and partners who interact with AHCCCS on behalf of providers, as well as health plans, members, and eventually, the public.

Beginning May 4, 2026, the AHCCCS Solutions Center will become the primary way to submit and manage many general provider service requests that are currently handled through shared email inboxes. Requests that may previously have required a phone call or email—such as claims, billing, and other general inquiries—will be submitted and tracked through the AHCCCS Solutions Center.  

Ahead of the May 4 launch, AHCCCS shared additional communications, easy to follow guidance, and training resources with providers and health plans to support a smooth, user-friendly transition.

Electronic Visit Verification (EVV) - new report available

A new Live-in Caregiver report became available in the AHCCCS EVV Aggregator in April. This report will allow providers to see the live-in caregiver relationships vendors send to the AHCCCS aggregator. This report can help track all active live-in caregiver arrangements for clients, including payer and vendor information, provider and client identifiers, caregiver details, and the procedure codes being billed. It shows whether the client is a minor, the employee’s unique identifier and name, and the specific live-in service designation to ensure compliance with AHCCCCS and payer requirements. The EVV Aggregator Provider User Manual is being updated to reflect the new report.

If you do not have access to the AHCCCS aggregator, you can find directions on how to gain access on the EVV website at www.azahcccs.gov/evv under AHCCCS Aggregator.

These updates are designed to better support users and improve consistency, visibility, and responsiveness over time. 

Stay Connected!

We will share updates and training opportunities as new tools roll out. "If you have any questions or comments about the MES Modernization Program, please submit them through the  Public Feedback Form or type the link in your browser: https://forms.office.com/r/HpAnSQvXdK  

Together, we are building a stronger, more efficient system to serve Arizona’s communities!