Questions or concerns? We’re here to help.
Our Patient Support team is available to assist with billing, insurance, and care-related concerns. We work closely with your practice to ensure your concern is reviewed and resolved as promptly as possible.
What counts as a complaint
Complaint: A concern that can typically be resolved quickly, such as a billing question or dissatisfaction with an interaction. Most complaints are resolved within a few business days.
Formal grievance: A more serious concern involving the quality of care, a patient safety issue, or a matter that was not resolved to your satisfaction. Formal grievances receive a documented investigation and a written response.
How it works
Email us: Send your concern to patient@zayacare.com, including what happened, when, and the practice or provider involved. A family member or authorized representative may submit on your behalf.
Acknowledgment: We'll confirm receipt within two business days and tell you what to expect.
Review: We'll review the details and coordinate with the practice or provider involved.
Response: You'll receive a written summary of our findings and any actions taken. Flag urgent or safety-related concerns so we can prioritize them.
Your rights
You may raise a concern at any time, at no cost, without affecting your care.
Complaints are kept confidential and shared only with those reviewing the matter.
Your practice or provider will not treat you differently for raising a concern.
You may escalate to your health plan or state regulatory agency at any time.
Still not resolved?
If you are not satisfied with how your concern was handled, you may pursue additional options.
You may contact your health insurance carrier through its member grievance process or file a complaint with the appropriate state health department or insurance regulator.
Zaya Care, Inc. provides administrative and management support services, including the patient support process described on this page, and is not itself a healthcare provider. Clinical services are provided by independently owned and operated professional entities, including Bienetre Medical PC (New York) and Bonheur Medical PC (New Jersey), each of which operates with the administrative support of Zaya Care, Inc. under a management services arrangement. Zaya Care does not own or control clinical decision-making at any practice in its network. Complaints regarding clinical care are reviewed in coordination with the applicable professional corporation.