Zelis® Makes Healthcare Financial Information More Accessible Through Clearer, Connected Member Communications

News Summary:

• Zelis helps health plans provide the financial context behind claims, payments, and benefits, making complex healthcare information easier for members to understand and act on.
• By connecting healthcare financial information to physical and digital communications workflows, Zelis reduces fragmentation and delivers clearer, more consistent member experiences.
• Zelis is expanding its communications infrastructure with a new production facility in Phoenix, resulting in more capacity and geographic scale to support health plan needs.

BOSTON--(BUSINESS WIRE)--Zelis®, a leading provider of healthcare technology solutions, today announced an expanded approach to member communications. The approach provides health plans with greater financial context to healthcare claims, payments and benefits so member experiences are easier to understand and actionable. By connecting healthcare financial information to payment and multi-channel communications workflows, Zelis is enabling greater continuity and clarity across the financial journey.

Research from Zelis and Datos Insights reveals a persistent gap between the importance healthcare organizations place on financial clarity and their ability to deliver it. Among health plans that consider Explanation of Benefits (EOB) clarity extremely important, just 21% say they are very effective at delivering it. That gap becomes even more consequential as healthcare affordability remains a concern. Members need clear information to understand their coverage and the financial implications of their care. When claims and billing information are difficult to understand, it contributes to more member service calls, billing disputes, delayed payments and financial stress. That results in greater administrative burden and costs.

Zelis operates across the healthcare financial journey and connects into the systems and workflows where claims, payments, and clinical information originate. With this level of integrated insight, the company helps preserve the meaning and accuracy of information as it moves from claims processing and adjudication to the member.

“Members should not have to piece together what happened, what was covered, what they may owe and what to do next,” said Yusuf Qasim, President of Payments at Zelis. “Clear communication starts with preserving the healthcare and financial context behind it. Zelis has a unique opportunity to connect that context with the communications members receive, helping health plans make complex financial interactions easier to understand and act on.”

Bringing Healthcare Context Through to the Member

Zelis supports the member communications experience across four interconnected areas:

• Healthcare transaction context: Visibility and consistency across claims logic, payments and post-adjudication workflows preserves the meaning behind the information communicated to members.
• End-to-end visibility and control: Connecting information, processes and communications workflows helps health plans reduce handoffs and fragmentation from transaction through delivery.
• Healthcare expertise: Industry-specific knowledge enables compliance across print and digital channels.
• Scale and operational resilience: Physical and digital infrastructure underpins complex, time-sensitive member communications at scale.

To support multi-channel communications at scale, Zelis is expanding its physical infrastructure with a new company-operated production facility in Phoenix, Arizona. It joins an existing operation in St. Louis, Missouri. The two-site model adds production capacity, geographic redundancy, and routing flexibility for high-volume and time-sensitive communications such as ID cards, EOBs, letters and notices during periods of increased demand such as annual enrollment.

“The new Phoenix facility strengthens the operational foundation behind the member experience,” Qasim said. “Scale and resiliency matter, but they are most valuable when paired with an understanding of the healthcare information being communicated. Zelis brings those pieces together—the claims and payment context, healthcare expertise and communications infrastructure—so health plans can make complex information clearer for the members they serve.”

Zelis Member Communications capabilities span physical and digital communications, along with price transparency, member navigation and other member-facing solutions supporting 71 million health plan members.

Additional Resources

• Zelis 2026 State of the Healthcare Financial Experience
• Zelis Member Communications

About Zelis

Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 725 payers, including the top 5 national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients. Learn more at Zelis.com and follow us on LinkedIn to get the latest news.