Managing Denials (Medical Records Needed)

Last update: May 30, 2025

All denial and correction activities will be managed exclusively through our Support team via email. All medical record requests must be completed within 15 days. Requests older than 90 days from the date of service will be archived and will no longer be pursued with the payer.

• Contact: support@zayacare.com
• Document Submission: Use the designated link (also available in the Zaya Portal - Payouts) to upload medical records and supporting documentation.
• Bookmark this submission link: Medical Records Submission Form

Please bookmark the link above to submit requested medical records. You can also see this link in the Zaya Portal (please refer to the screenshot below).

For successful reimbursements ensure your clinical documentation clearly outlines the following:

• One-on-one skilled care
• Medical necessity for the service provided
• Objective clinical findings
• Provider's active involvement (not general or non-skilled care)

In case of a denial review your documentation and add any missing details such as:

• Specific goals addresses
• patient progress notes
• Functional impairments addressed with skilled intervention

Coming Soon: Denials and Medical record requests will be automatically sent into the Zaya Portal for your review and action. More to come!