How Zotec Partners transformed their large-volume revenue system with clarity andconsistency in mind
"We've seen days in accounts receivable decrease—we've seen the time that charges are on hold pending provider enrollment go down because we can get the work done more quickly." —Stephanie Lambert, Project Analyst – Zotec Partners
When Zotec Partners found themselves in need of a change to address their increasing volumes and complex processes, they knew scale would be an issue. As the nation’s largest privately held provider of end-to-end revenue cycle management, the company processes over 120 million medical encounters each year for more than 25,000 providers. That scale extends to provider enrollment, where Zotec manages credentialing and in-network compliance across a sprawling client base.
Until recently, those workflows ran on EchoOneApp (a HealthStream legacy solution)—a legacy platform that, after more than a decade of use, had become a bottleneck. As volumes rose, the system lagged, licensing became restrictive, and reporting lacked the precision leadership needed to make timely decisions. "We had maxed out all the features... we needed new ways to do the same work, but faster and more efficiently," said Stephanie Lambert, a key leader on the transformation team.
Choosing transformation over iteration
Zotec undertook a competitive evaluation process but ultimately stayed with a familiar partner. As a HealthStream® product, CredentialStream’s appeal wasn’t simply about legacy loyalty, but its future-facing architecture. A web-based solution, it offered faster performance, stronger user permissions, and customization that exceeded even the team's use of EchoOneApp. "Even though it wasn't solely focused on provider enrollment, CredentialStream provided the flexibility and speed we needed," Lambert said. The deciding factor: A solution not just capable of supporting growth, but adaptable enough to enable it.
Orchestrating a complex rollout
Zotec understood the challenges right at the outset—stakeholder buy-in was crucial for a smooth implementation. This was a big change, which prompted a much bigger conversation around the “whys” of their processes, and whether goals and staff needs were being met. A core leadership team of six to seven individuals led the strategic buildout, looping in stakeholders across departments and maintaining bi-directional communication through go-live and beyond. This plan required momentum and flexibility—to provide support and keep spirits high, they branded the team as the “CredentialStream Adventure Team” and encouraged transparency and trust throughout the process.
Crucially, the team stayed grounded and realistic when challenges arose. Executive alignment was sought early on, which proved vital as timelines extended. Technical struggles were addressed head-on, including the need to develop APIs between CredentialStream® and Zotec’s proprietary software. "It’s one thing to say you’re making a change; it’s another to actually do it," Lambert reflected. "The more we learned, the more we saw opportunities to create something that we hadn’t had in the past."
Clearer workflows, faster revenue
CredentialStream transformed Zotec’s approach to enrollment. The payer contracts table became central to process design, enabling clear enrollment ownership across teams. Workflows are now structured, consistent, and fully auditable. More importantly, leadership has real-time operational oversight via Bolt reports—including automated, custom-built dashboards that flag anomalies before they impact revenue.
The financial impact is already measurable: days in accounts receivable have decreased, and charges pending due to enrollment delays are processed faster. "We can get the work done more quickly because we have the steps clearly outlined in a workflow," Lambert said. What was once opaque is now visible—not just to Zotec, but to its clients and payer partners.
Zotec also overhauled its provider data intake process. By customizing the Apply portal within CredentialStream, the team created a single source of truth where providers and their admins share visibility. This transparency has streamlined data collection and reduced back-and-forth friction.
Designing for the next frontier
Zotec is not standing still. It has begun using Verify Now to automate expirable and revalidation checks and is piloting further automation through APIs and agentic AI. The challenge: scaling automation across independently operating clients without compromising nuance or compliance.
With a reengineered foundation, Zotec is well-positioned to lead. As a vocal participant in HealthStream’s Thrive community, the team continues to help shape the evolution of CredentialStream itself—contributing not just use cases, but operational vision.
"We're really now all on the same page around what matters most for our clients," Lambert said. "CredentialStream didn’t just give us new tools. It gave us new clarity."