AdventHealth Transforms Payor Access Management with ZYNC
Reducing Payor Portal Administrative Burden by 70%+ While Strengthening Access Control and Security
CLIENT OVERVIEW
AdventHealth is a leading healthcare system serving communities across multiple states with a sophisticated revenue cycle operation. At AdventHealth, our mission of Extending the Healing Ministry of Christ guides everything we do. It calls us to be His hands and feet in helping people feel whole and this means caring for you as a whole person, not just treating illness, but supporting your physical, emotional and spiritual well-being at every step of your journey.
More than 100,000 skilled and compassionate caregivers in physician practices, hospitals, outpatient clinics, skilled nursing facilities, home health agencies and hospice centers provide individualized, wholistic care.
Our Christian mission, shared vision, common values and focus on whole-person health is our commitment to making communities healthier with a unified system: with more than 50 hospital campuses and hundreds of care sites in diverse markets throughout nine states.
With 4,700+ ZKeep users managing daily access to hundreds of payor portals nationwide, the organization required a scalable solution to streamline portal administration while enabling third- party vendors to deliver specialized RCM follow-up work, automation services, and AI-powered analytics. The scale and complexity of AdventHealth’s operations demanded a platform capable of supporting both internal teams and external vendor partnerships without creating additional administrative overhead or compliance risk.
THE CHALLENGE: MANAGING PORTAL ACCESS AT ENTERPRISE SCALE
Managing payor portal access for 4,700+ users while coordinating third-party vendor activities created compounding operational inefficiencies and introduced serious compliance risks. Administrative teams dedicated 70-80% of their time to repetitive portal management tasks including new user registration, credential resets, and access revocation. The organization lacked centralized visibility into user access patterns, login frequency, and session duration - creating a critical compliance blind spot. Third-party vendors performing RCM follow-up work, automation implementation, and AI analytics required secure portal access, but the manual provisioning process was slow and created audit trail gaps. Access revocation for departing employees and vendor staff was inconsistent, creating tangible HIPAA compliance exposure. Onboarding new employees and external vendor team members required lengthy manual processes with no standardized workflow, delaying productivity and revenue cycle performance.