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BREAKING NEWS 8/1
Quick Links
Quick Links
Link for registation code for portal: provider.zelispayments.com/registration
Normal Portal
Username: Trainer1
Password: Password123456789!
SSO Login
Username: SSOTrainer
Password:Password123456789!
The answer to all Security Questions is Zelis
Admin Updates
Admin Updates
***VRA Direct Accounts: You must verify if they are an Authorized Decision Maker, the bank name, and the last 4 of the account number. ***
Mailed Registration Letter 2.22.23 provider name (4).docxAdmin Update Flow Chart (2).pdfZPN Membership workflow.pptxZPN Membership Registration Workflow PORTAL 5.4.23 (2).pdfHow and when do i do an admin update?
First, you will select admin update from the payment operations page on JIRA.
Next, you will select new admin update request.
(Note if you select any other choice it will redirect you to a different form)
Next, you will see the reasons list. You must select the no option to continue. If not you will be redirected to a different JIRA form.
Next, advise the caller all required verbiage after that you will identify if the caller has more than 3 TIN's to update the admin for (this is uncommon).
Finally, fill out all of the fields and acknowledge that the caller is a ADM. Once you are finished filling out the form and confirm the information is correct click create. (Make sure you are noting the PPO-0000 on your call notes)
Portal Walkthroughs
Portal Walkthroughs
Admin Portal-Managing Providers Training Guide (1).pdfProvider MFA Walkthrough v1.2.docxPayments Portal Overview (previously Provider Portal).mp4Provider Portal Support Training Guide (1) (1).pdfGuided Enrollment Training Guide for Providers.pdfPassword Reset Requests
Password Reset Requests
First confirm that the email and username match the admin account user.
For this you will need to check the view permissions hyperlink on Manage Providers.
To make sure you are working with the correct user once you open the view permissions hyperlink a full admin user will look something like this.
Once confirmed go ahead and open up JIRA Forgot Password / Security Questions Issues form.
Next confirm that the email and username match the admin account user.
Finally identify the issue the caller is experiencing, select the option that best suits the issue. Click create.
Make sure to copy the PINS-0000 number and insert to your call notes explaining that you completed this form.
🛠️ What Can I Do When a Practice Cannot Access Their Portal?
🛠️ What Can I Do When a Practice Cannot Access Their Portal?
When a practice reports issues accessing their portal, your response sets the tone for support and resolution. Here’s how to handle it with confidence, empathy, and action:
✅ Immediate Steps to Take
Offer Direct Assistance
Ask if they need help retrieving payments, EOPs, or other documentation.
Provide what you can from your end to minimize disruption.
Escalate Promptly
If the issue cannot be resolved at your level, escalate to a supervisor.
Supervisors can initiate a formal escalation to ensure the issue is addressed quickly and appropriately.
💬 Communication Guidelines
Focus on what you can do, not what you cannot.
Example:
❌ “I can’t fix the portal.”
✅ “While I can’t access the portal directly, I can send over the EOPs you need and escalate this for further support.”Always offer assistance.
Even if the resolution isn’t immediate, your willingness to help builds trust and keeps the conversation constructive.
🧠 Mindset Reminder
Your goal is to be a resource, not a roadblock. Every interaction is an opportunity to show the practice that we’re proactive, capable, and committed to their success.
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