Who owns what? Staffing when using Zaya

Audience : All Providers

When practices join Zaya, practices usually ask themselves:

- How do I staff this so it runs smoothly and without adding overhead?

Zaya is designed to offload back-office burden from your team. Practices to not need to add headcount for Zaya. What matters is assigning clear ownership for a small number of remaining workflows.

What still needs to happen on the practice's side?

Zaya handles billing, but two operational tasks stay with the practice today:

1. Claim uploads

Someone needs to:

• Download CMS-1500 claim files from your EMR

• Upload them into the Zaya Portal (drag-and-drop)

2. Payment posting

Someone needs to:

• Use the remittance data in the Zaya Portal

• Manually post payments in your EMR

Automatic payment posting isn’t available yet. To make this manageable, Zaya provides a structured table with all values needed for posting, through your portal.

How to staff this correctly

These workflows are:

• Straightforward

• Repetitive

• Time-sensitive

They don’t require advanced billing expertise. What they do require is consistency.

For healthy cash flow, both uploads and posting should happen every 1–2 business days. When they don’t, revenue gets delayed and issues become harder to unwind later.

In practice, many owners assign this to their:

• Office manager

• Front desk admin

• Biller (Internal or third-party)

The key is not seniority - it’s reliability and being able to execute these workflows daily.

Billing partners familiar with Zaya workflows

Some practices choose to work with billing partners who already understand Zaya’s portal and know how to support its processes. The following have been recommended to us by Zaya practices and are familiar with our workflows:

• COB Solutions

• WCH Service Bureau

You are not required to use any of these, but they can be helpful reference points if you’re evaluating support options.