Correspondence desk
Send us a question or a correction
If you have a question about a workflow, a correction to something on the site, or a topic you would like covered, this is the place to send it. We read every message.
What to send
A specific question gets a specific answer
The most useful messages name a payer, a platform, or a workflow step. If you are reporting an error, quote the sentence and say what is wrong with it. If you are suggesting a topic, describe the problem you are trying to solve rather than the title you would like to read.
Name the payer, the platform, or the exact workflow step, and say what you expected to see happen. "How do I handle remittance for a payer that sends one 835 for two deposits" gives us enough to answer.
Quote the sentence from the page and say what is wrong with it. Corrections move faster than general questions because there is something concrete to verify against a source.
Suggestions work best as a described problem: what breaks, at which step, and who has to pick it up when it does. That tells us what the page would actually need to cover.
We are an editorial resource. A question about your specific portal access, a specific claim decision, or a specific payment has to go to the operator, and we will point you to that channel.
Send a question
Put it on the desk and we will route it
Every message lands in one place and gets read once. Name a payer, a platform, a workflow step, or the sentence you think is wrong — the more specific the front line, the shorter the route back.
We can
Point you toward the right page
We can explain how a healthcare payment workflow generally runs, point you at the page that already covers it, and correct anything on this site that is wrong. If a question is really about Zelis portal access or a platform's own tooling, we can tell you that the answer sits with their support channel rather than with us.
We cannot
Change a claim or a payment
We cannot change a claim decision, look up a payment, or act on a portal record. We are an editorial resource and we do not move money in any form. A message about your own file gets a redirect to the channel that can actually act on it — not a brush-off, just where the capability sits.
Start here
Before you write
- Claims & Remittance for the 835 and EFT path
- Zelis Portal Support for provider and payer portal steps
- Automation Playbook for what to automate first
Who reads it
The person reading your message is the same person who writes the pages — a revenue-cycle editor, not a call centre queue.
Handover
Messages are checked during Pacific business hours, Monday through Friday. A correction usually travels fastest because it points at one sentence and one source; a broad workflow question can take a little longer while we check how a given payer or platform actually handles the step. If something is time-sensitive, say so in the first line and we will do what we can.
Correspondence slip
Where a message goes
- Inbox
- [email protected]
- Desk line
- +1-650-723-2300
- Hours
- Mon–Fri, 9:00 AM – 6:00 PM
- Turnaround
- A few business days
Still deciding what to ask? The Automation Playbook lists the workflow steps worth automating first.
Before you write
Notes that shorten the route
Four things worth knowing before you send anything. Each one is an honest boundary of what an editorial resource can and cannot do for a revenue-cycle team.
Question · 2 days
What makes a workflow question answerable?
Name the payer or platform, the step in the lane, and what you expected to see happen. A question tied to one workflow step can be checked against how the step usually runs. A question that starts with the whole of healthcare payments will get pointed at a page instead, because there is already one that covers it and a fresh answer would say less.
Useful to include: the channel involved, the point where the two sides disagree, and whether the problem repeats or happened once.
Correction · 1 day
How do I report something wrong on a page?
Quote the sentence and say what is wrong with it. If you can point at a payer guide, a platform help page, or a published companion guide that shows the correct behaviour, say which one and we will check against it. Corrections are the fastest thing to act on, because verification is usually one source away.
Include the page name and a short quote. A screenshot is fine to describe in words; we do not need the file.
Scope · one line
What can Zeils Agent actually do about my file?
Zeils Agent explains the lane; it does not stand inside it. We cannot look up a payment, act on a claim, and we do not move money in any form. If your message is about your own file, the reply names the channel that holds it — a payer's provider services desk, or the support route for the portal or platform you are signed in to.
Questions about a workflow in general are exactly what this desk is for. Only the specific file has to travel elsewhere.
Topics · as they come
How do I suggest a topic worth covering?
Describe the problem you are trying to solve, not the title you want. A well-described problem tells us who it hits, which step of the lane it sits in, and what a useful page would need to answer. Suggestions are read alongside questions and corrections, and the ones that describe a repeating workflow gap get picked up first.
If the topic is already covered from a different angle, we will link you to the page that comes closest.
Where we are
A correspondence address, and how to reach it
The listed address is a mailing and correspondence address for the editorial operation. It is not an office you can walk into with a billing question, and there is no counter staff there to look at a claim. Use the form or the email address above first; if you are mailing something, send it here.
- Address
- 450 Serra Mall, Stanford, CA 94305, USA
- Hours
- Monday to Friday, 9:00 AM – 6:00 PM (Pacific)
- Desk line
- +1-650-723-2300
- [email protected]
Correspondence address — not a walk-in office
One message, one reader
Send it and we will read it
A workflow question, a correction, or a topic suggestion — write it up and send it. The message that says exactly which payer, platform, or workflow step is in front of you is the one that comes back answered.
Or write to [email protected]