Frequently Asked Questions

Find answers and general information quickly about working with Zelis Payments. Can’t find what you’re looking for here? Contact us at 877.828.8770.


What distinguishes Zelis Payments?

Zelis Payments provides you access to an aggregated pool of payers representing the self-insured market. As the preferred vendor for these, Zelis Payments simplifies the delivery of payment and data – replacing paper-based payments and remittances into a streamlined electronic process, which eliminates manual processes, consolidates data and reduces overhead expenses.

Zelis Payments simplifies the delivery of payments and data, by enabling a provider to manage multiple payers or multiple groups who may represent multiple payers, through a single relationship with Zelis Payments. Additionally, Zelis Payments has the ability to deliver payments directly to the provider who submitted the claim. By working with you to build a routing scheme, we are able to route settlement of funds electronically at preferred levels within your health system by TIN, NPI, or a combination of TIN with NPI carve-outs. Our automated delivery system to your preferred location within your organization creates greater efficiency.

Which payers are represented by Zelis Payments?

At Zelis Payments, we represent hundreds of payers, and the list of payers who use us is always growing. To find out if our payers impact your facility specifically, please call our Membership Sales Team at 877-828-8834.

Is there a fee for your service?

Zelis Payments provides a single relationship to manage payments and data connections from small healthcare payers (including Taft-Hartley, TPAs and regional plans), which may represent hundreds of payer groups that require individual data/banking connections. These multiple payment and data connections are managed for a low fee. One of our representatives would be glad to discuss pricing with you.

How will the quality of Zelis Payments’ 835s impact my revenue cycle?

Zelis Payments’ data integration feeds with our adjudication partners, allowing us to extract accurate and balanced 835 data directly from the payer’s core administrative system. This provides detail that goes beyond “check-level” data to help providers to quickly reconcile claims to the penny.

The detail of Zelis Payments’ 835s will enable you to conduct robust data analytics to improve the quality of the claims by comparing actual vs. expected reimbursement in a claim, and then analyzing the denial codes by payer to identify common denials. Such knowledge can improve the quality of claims and reduce future denials.

Additionally, the speed with which Zelis Payments delivers your payment and remittance data, will allow you to start patient and secondary billing up to 11 days sooner thus providing direct impact to your accounts receivable.

What is involved in activating my VRA account?

Zelis Payments offers full enrollment support for hospitals, health systems and multi-location practices that receive payments for multiple TINs. To get started contact us, and an enrollment associate will contact you to discuss your VRA account options.

When you are ready to move forward with a VRA account, a legal agreement will be provided to you to be signed. This document will outline the costs, product and any agreed upon information specific to your account.

Your assigned project manager will work with you throughout the entire process of implementation and go-live. They will ensure you have an efficient and streamlined model and will meet your agreed upon go-live date. The Zelis Payments project manager will ensure all teams are aligned, deliverables documented and communicated and goals exceeded. Your project manager will monitor live transactions for 30 days to ensure consistent delivery.

Will I receive implementation assistance?

Zelis Payments provides larger health systems with an assigned project manager to ensure the efficient implementation of our payment system. Your project manager will work with your team throughout implementation to your agreed upon date of completion. Projects can vary in complexity based on routing and mapping needs of each health system.

Zelis Payments can route payments and remittance advice to specific remit to addresses.

What type of ongoing support is provided?

In addition to answering any questions regarding payments or assistance with our portal, Zelis Payments monitors your payments to ensure they are processed in a timely manner and watches for any suspicious or potentially fraudulent activity. Should an issue arise, we will alert you and work with you to achieve a satisfactory resolution. Our Client Support Team is here to assist you with processing and testing of data files.

How will I receive remittance data?

You will receive your remittance data in the format option you selected (835, PDF, Paper, XLS or CSV) via the delivery method you selected (email, FTPs, Clearinghouse, fax, print or download). You may also login to our secure online provider portal to research and download remittance data at any time.

What is the Zelis Payments provider portal?

The Zelis Payments provider portal is a secure online gateway which provides access to your payment history and the ability to download remittance data on demand. The portal stores up to 7 years of payment data.

How long will our records be stored?

Records are stored for 7 years. During this time you may elect to download and archive records on your own systems if a longer retention period is required.

Who will have access to my financial information?

Only Zelis Payments and those who you designate within your practice will have access to information stored within your portal account. Since Zelis Payments makes payments on behalf of payers, your bank information remains securely with us and is never shared with payers.

How do you ensure that my financial information is secure?

Zelis Payments is committed to keeping physician information confidential and secure and fully complies with all laws and regulations relating to the privacy of individually identifiable health information. A password-protected, encrypted website ensures that only your authorized staff views your data.

How secure is my data?

The Zelis Payments system data is encrypted at the server level. We are fully HIPAA security compliant.

Can we maintain our existing banking relationships?

Yes, Zelis Payments is designed to work with any financial institution. All account information is entered directly into our secure Provider Registration Portal. Bank information is encrypted and only visible to you.

How do I change bank accounts/switch banks?

Zelis Payments makes it easy to manage your banking relationships without the challenge of notifying all of your claims payers. Bank account information may only be accessed by those designated within your organization with authority to work in the Zelis Payments system. Updating your banking information through our web portal automatically updates all payments to you from all of our payer entities.

How many financial institutions do you work with nationally?

Zelis Payments moves all funds via our strategic banking partner, UMB Bank, NA. Through UMB, and the Federal Reserve, we have connections to all banking institutions without exception.

What if I want to cancel the Zelis Payments automated deposits?

Contact Zelis Payments Client Service and notify them you no longer wish to continue with automated deposits. We will work with you to move you to one of our other electronic payment methods.

Getting Started - Providers

How do I get started?

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Register with Zelis Payments

In order to start the enrollment process, you must register as a Zelis Payments member. Registration is easy, just click the Get Started button or click Sign Up Now on the login page.

Registration can be done by using one of two options:
  1. I Don’t Have A Registration Code —Use this option if you have never received a payment from Zelis Payments. A registration code will be sent via text, email or fax, depending on the method you choose. Use the registration code along with your TIN and NPI to access our secure online provider portal to set up your account and enroll in your selected product options.
  2. I Have a Registration Code —Use this option if you received a Zelis Payment that included a unique registration code. Use the registration code along with your TIN and NPI to access our secure online provider portal to set up your account and enroll in your selected product options.
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Select your product options

After initial registration, you will be directed to the secure online provider portal for the first time. There you will be required to select a payment method, data delivery method and optional notification methods. Our easy-to-follow enrollment tool will guide you through the process.

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Follow the steps in your confirmation email

Once you have completed the registration, you will receive an email confirming enrollment, which outlines the next steps to take.

What information will I need?

In order to enroll in VRA®, you must confirm that you are authorized to set up credit/debit transactions for your practice’s bank account.

You will also need the following information to join our payment network and enroll to receive payments:

  1. 9 digit Federal Tax Identification Number (TIN) or Employer Identification Number (EIN)
  2. 10 digit National Provider Identifier (NPI)
  3. Practice’s corporate name and principal information
  4. Bank account routing transit number (RTN) or ABA Routing Number

How long will the new process take to get set up?

The length of time between enrollment and account activation is dependent on your account selections. In most cases, a Select account takes less than 24 hours and a VRA takes about 3-4 days.