HealthJoy Knowledge Base
Login Information
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I need help logging in
Need help? No problem! Just give us a call during our regular office hours, and we’ll help you out.
Phone: (877) 500-3212
Email: groups@healthjoy.com7:30 AM to 12:00 AM CST – Monday through Friday
10:00 AM to 6:00 PM CST – Saturday and Sunday -
How do I change or reset my HealthJoy password?
To change or reset your password, log out of your HealthJoy account by visiting your profile page and click on the “Sign Out” button. Once you’ve logged out, you’ll be taken to the login screen. Enter your email or phone number. You may choose to receive a text message or email with a “magic link” which will log you into the app. Or, select “Enter Your Password.” To reset your password, select “Reset your password”. You will be prompted to enter your account email address or phone number, and you’ll be emailed a link where to create a new password.
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How do I log out of HealthJoy?
From the profile page, select “Settings” and tap the “Log Out” button to log out of the HealthJoy app any time.
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How do I log into my HealthJoy account?
When you first open the HealthJoy app, you’ll be greeted by the login screen. Just enter either the unique email address or your 9-digit phone number associated with your account. You can choose to be sent a “magic link” to easily log in through a text message or email, or you can enter your password.
Lost your activation link? Click “Sign up” to request a unique activation link.
App Navigation Overview
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Wallet
The wallet section contains all your employee benefits cards. Click on a card to view benefit details. Tap “All Your Other Benefits” to return to the full wallet.
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Profile
The profile page contains your basic profile information, allows you to change your notification settings and update your email, and gives you access to your insurance plan’s summary of benefits. You can also log out of the app from this screen by tapping “Settings” at any time.
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Inbox
The Inbox is the place where you will receive messages from our concierge and medical staff. It’s similar to an email inbox and contains a history of your HealthJoy requests and messages. Inbox cards are formatted and categorized by subject. These cards will provide information you’ve requested and may often contain actionable items, such as prescription recommendations to discuss with your doctor.
If you’ve completed an online consultation, you may also receive follow up care instructions from the provider you spoke with. It’s also a good reference to have when you go in for that next follow up visit with your primary care provider or specialist to discuss what medications were prescribed, if any.
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Chat
The chat screen is the first place you are taken to within our app when you log in. JOY, our virtual assistant, will welcome you into the app and give you a basic rundown on how to use the app. The chat screen is where you’ll chat both with JOY and our healthcare concierge team. The chat screen works similarly to sending a text message on your phone or Facebook messenger. Access the chat screen by tapping “Chat” in the bottom menu.
Adding Family Members
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What restrictions do family accounts have?
Generally, family accounts have the same access as the primary account holder. Some differences might arise in the benefits wallet if a spouse is on another insurance plan or if your company provides unique employee benefits to a spouse/dependent.
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Are family accounts free?
Under most company plans, spouses and dependents under the age of 26 are entitled to use HealthJoy for free.
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Can I give a dependent over 26 their own HealthJoy account?
No, adult dependents over 26 are not eligible to have their own account.
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Can someone under 18 get their own account?
No, dependents under 18 cannot have their own account. They must use our service through a parent’s account with parental supervision. You can add a minor to your existing account by selecting “Chat” from the bottom menu. A healthcare concierge will walk you through the process.
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How do I add a family member?
For most company plans, your spouse and dependents under 26 and over 18 are eligible for their own HealthJoy account. You can confirm their information when activating your account and send them a unique activation link. If you don't see them, then please contact your HR department to add them to the next eligibility file.
You can also work with our Healthcare Concierge team to get them added. To do so, select “Chat” from the bottom menu. You’ll need to supply their first and last name, email address, and birthday. It’s a good idea to send them a personal email or phone call to give them a heads-up that you are sending them an invite and they should be on the lookout.
Medical Bill Review
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What is an Explanation of Benefits (EOB)?
An explanation of benefits (EOB) statement is a document provided by your insurance company that resembles a medical bill. The EOB provides details about a medical insurance claim that has been processed by your insurance provider.
It will explain what portion of a health claim is paid to the health care provider and what part of the payment, if any, is the patient’s responsibility. The EOB is NOT a bill. Actual charges from your provider may be less but not more than what is stated in the EOB.
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I found an error on my medical bill. Can you negotiate on my behalf?
Yes! We will review any medical bill, and if we identify an error, we’ll let you know and negotiate on your behalf to get it fixed.
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I got a medical bill for $50 that’s wrong. Can you help?
We can help explain any bill to you and make sure you understand all the charges. Our professional billing negotiators will handle all bill review requests regardless fo the dollar amount. Over time, small billing errors can add up to big charges, and we know that advocating for our members prevents these errors from recurring.
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I think I was double charged. Can you help?
You can submit any medical bill to HealthJoy to have it reviewed. All you need to do is provide your medical bills, explanation of benefits (EOB) from your insurance carrier, or a receipt from the bill in question. You can submit it via a photo within the app.
For larger multi-page statements, you can upload files from iCloud, Dropbox, Google Drive, locally from your device, or add it as a photo from your gallery. You can also send it via email or fax. To begin the process, just select “Medical Bill Review” from the menu and JOY will walk you through all the steps.
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I think my medical bill has an error. What should I do?
You can submit any medical bill to HealthJoy to have it reviewed. All you need to do is provide your medical bills, explanation of benefits (EOB) from your insurance carrier, or a receipt from the bill in question. You can submit it via a photo within the app.
For larger multi-page statements, you can upload files from iCloud, Dropbox, Google Drive, locally from your device, or as a photo added from your gallery. You can also send it via email or fax. To begin the process, just select “Medical Bill Review” from the menu and JOY will walk you through all the steps.
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I’m confused by a medical bill. Can you explain it to me?
Sure, medical billing in the United States can seem extremely confusing. Even when covered by insurance, you may find unexpected balances due to strange medical codes, a ton of jargon, and weird insurance adjustments. You’re not alone if you need help, studies have found that over 70% of American’s are confused by their medical bills. Get peace of mind knowing that you’ve been billed correctly BEFORE you pay a medical bill.
Your Inbox
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How do I use an Inbox card with a coupon?
During an Rx Savings Review, our concierge might recommend a manufacturer coupon, alternative prescription benefits, or savings card. To use these savings tools, all you’ll need to do is present them to your pharmacist. These coupons use industry standards that all pharmacies recognize. They usually consist of a BIN, PCN, and/or Rx Group number.
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Why should I rate an Inbox card response?
We are always looking for ways to improve our service. Your ratings both good and bad, let us know if we aren’t living up to your expectations. Members likely will consider a variety of factors when selecting a rating including timeliness of service, depth of information provided, quality of recommendation and much more. We also use scores when evaluating a healthcare concierge’s performance for coaching and development.
NOTE: Please remember, we are NOT your insurance provider nor have control over your provider network. We always strive to deliver the best recommendations based on your elected benefits.
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What does “complete” mean on an Inbox card?
Your Inbox contains requests you’ve made to JOY or our healthcare concierges. Once we finalize a recommendation, we’ll notify you via email or phone notification that a message is waiting for you and the status of the card will change to “Completed.”
You can archive your completed inbox cards at any time. If you have questions, feedback or want to change the scope of your request, feel free to click the “Chat with Us” button within the card.
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What does “in-progress” mean on an Inbox card?
Your Inbox contains requests you’ve made to JOY or our healthcare concierges. Requests are “In Progress” while our team of concierges is working to find you the best recommendation. For many inquiries, our concierge team is allotted 1-2 hours of time for research, confirming information with multiple providers, scheduling appointments and much more.
Although JOY automates many of our functions, our team is hard at work behind the scenes to deliver you the best results. You will see estimated delivery time on In-Progress tickets. You can cancel your in-progress request at any time. Ticket queues generally lead to ticket delivery for members within 1-2 business days but during peak season, ticket times can be longer.
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What are the types of Inbox cards?
There are many different types of formatted inbox cards. Typically they are categorized by the menu item that you used when making your request. The types of cards are differentiated by color, icon, formatting, and the information presented. Our healthcare concierge will give each card a subject line that’s shown in the card preview. Card types are only a template that our concierge staff uses to deliver your results.
Rx Savings
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How accurate are your price recommendations?
Our price recommendations use nine different strategies to lower your costs. Our healthcare concierge will access a pricing database with millions of records before making a recommendation to try and provide the best price. Since drug prices can change day to day, sometimes pricing can be off, but we work hard every day to offer you the most updated data.
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What is the difference between the Rx Savings coupon and a pharmacy discount card?
Both discount methods work, but we’ll only provide you a coupon when it’s cheaper to use than your insurance plan. Some coupons are tied to the medication and can be used at any major pharmacy. Other coupons are pharmacy-specific. Our Concierge will advise you on where you can go to take advantage of the discount.
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How do I use an Rx Saving coupon?
Rx saving coupons work like any other coupon that you might use at the supermarket. They work at any pharmacy and can work right from your phone. The pharmacist just needs to either scan or type in the coupon to redeem it.
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Is HealthJoy a pharmacy?
No. We are not a pharmacy. We cannot fill or accept prescriptions from a doctor for any medications. We might recommend using a 3rd party mail-order pharmacy, but we have no ownership in any of the pharmacies we might suggest.
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Do I need a prescription to use Rx Savings?
HealthJoy’s Rx Savings Review provides you an analysis based on your health insurance’s formulary and isn’t meant for over the counter drugs. We make recommendations that you can take back to your doctor to discuss or get a prescription. You will need a valid prescription from a U.S.-based doctor to pick up your medication at the pharmacy or through mail order.
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Are prices really different at some pharmacies?
Yes! Prescription drug prices aren’t regulated and can vary widely for the same drug. The cost of a prescription may differ by over $1,000 between pharmacies over the course of a year. We have data on millions of drug prices all over the United States. Pharmacy optimization is one of nine different strategies we use to save you money on medication.
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I’ve taken the same medication for years. Can HealthJoy still save me money?
Yes, we use nine different strategies to help find savings. Even if you’ve taken the medication for years, things change in the marketplace. New generic drugs are released every year. Different pharmacies have different pricing for the same drug. You might even qualify for assistance based on changing circumstances. Having us review your mediations is free and part of our service. It doesn’t hurt for us to review a prescription, even if you’ve taken it for years.
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My doctor disagrees with HealthJoy’s Rx recommendation. Why is that?
There can be many reasons that a doctor might disagree with a prescription recommendation. They might feel for your unique symptoms, a specific drug is preferred. They might not be up to date with the marketplace and prefer to prescribe medications they have used for years. Even among different doctors, you’ll find many opinions on what works best.
If your doctor disagrees with our recommendation, that’s okay. In the medical field, getting a second opinion is normal. You may decide to continue your present prescription with your local doctor. If you would like to talk to a different local doctor, we can also help you find another in-network provider. We are here to help you with your healthcare with whatever you decide.
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Will HealthJoy automatically switch my medications at the pharmacy?
No, we only give recommendations that you can discuss with your doctor. Typically, doctor’s give prescriptions without an understanding of your insurance plans drug formulary. This means they don’t know what your insurance company will pay based on your plan nor what your co-payment will be.
In many cases, this leads to doctors prescribing medications that cost more than they should for a specific ailment. Drug prices and your insurance plan is also changing all the time, so what might have been the best drug at the time of prescription might be different today.
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What are the different ways that HealthJoy’s Rx Savings can save me money?
We’ve spent considerable time in the development of our proprietary algorithm to identify lower cost prescription alternatives using many different techniques. A concierge uses this system, in addition to a lot of manual leg work, to deliver you the best way to save on your medications. Some of the techniques they use are:
- Therapeutic alternatives
- Manufacturer coupons
- Prescription assistance programs
- 3rd party Rx savings programs
- Mail-order options
- International mail-order for certain high tier drugs
- Pharmacy optimization
- Dosage optimization
- Generic alternatives
We will always review your actual health insurance formulary when making these recommendations.
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How does Rx Savings work?
Submitting your present monthly medications is easy. JOY will work you through the entire process. Just select “Find Rx Savings” from the main menu.
We’ve spent considerable time in the development of our proprietary algorithm to identify lower cost prescription alternatives using many different techniques. A concierge uses this system, in addition to a lot of manual leg work, to deliver you the best way to save on your medications. Some of the techniques they use are:- Therapeutic alternatives
- Manufacturer coupons
- Prescription assistance programs
- 3rd party Rx savings programs
- Mail-order options
- International mail-order for certain high tier drugs
- Pharmacy optimization
- Dosage optimization
- Generic alternatives
We will always review your actual health insurance formulary when making these recommendations.
Provider, Procedure and Facility Recommendations
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Why do you give more than one recommendation?
We want to make your experience the best we can make it. In most cases, you’ll see one recommendation only because that is simply the best recommendation based on your preferences, patient review ratings, network, and costs. Sometimes, we’ll give you a 2nd or 3rd option because there isn’t an exact match to your needs or we may have a better recommendation that doesn’t follow your exact preferences. People can sometimes disqualify a recommendation for all sorts of reasons, so providing options help us provide you with a quick alternative to choose.
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Do I have to get my recommendations from HealthJoy?
No, if you have a particular provider that you love, you don’t need to take one of our recommendations. We can confirm if they are in-network with your new or updated insurance policy and even schedule you an appointment. We give suggestions to make sure you are getting the best care possible at a fair price. We are a 3rd party service that always puts our members' care first.
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How do the star rating work with recommendations?
We use a combination of different sources to come up with our provider and facility star ratings. Our sources are a combination of government, public and private data that we combine with user preferences to come up with our recommendations. Data sources are a combination of patient experiences based on surveys, onsite inspections by non-profits, patient outcomes data, safety score, legal, and HealthJoy member reported information.
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What sources of data does HealthJoy use to recommend facilities, procedures, or providers?
We understand that choosing a doctor, facility or provider is one of the most critical healthcare decisions. We start by using a member’s healthcare plan data, asking about preferences, and leverage market information to find the right provider.
Our concierge will factor in quality measurements (government, third party and private data) which incorporates data like board certifications, education, experience and more. We’ll also take into consideration public patient reviews.
As a final step, a concierge will confirm via a phone call that a physician is in-network and accepting new patients. If we have a request for an appointment, we’ll take care of that during the call.
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Why does HealthJoy sometimes recommend cash options over using insurance?
Believe it or not, but sometimes it’s cheaper to pay in cash for some healthcare services. Many services, from MRIs to outpatient surgery, could cost you less in out-of-pocket expenses if you don’t get your insurance involved. This might seem contrary to how we’ve always viewed how insurance works. We assume that our insurance policy will always negotiate the best rates in our are, but this has changed for people on some plans. This is especially true for people with high deductible health plans (HDHPs) who need to spend thousands of dollars before insurance even kicks in for the year.
Many doctors and facilities are offering significant discounts for cash buyers. Some markets are so competitive that things like MRIs might be cheaper if you’re willing to travel a little out of the way to a smaller facility that might be looking for new business. We’ve even seen facilities offering off-peak discounts at some places so they will ask you to come in extra early or after hours. The monthly costs for a machine like an MRI stay the same regardless of how often they are used, so getting in customers during these times is a big money maker for them, even if they give you a considerable discount. It’s like avoiding Uber “surge pricing” by going after hours.
HealthJoy is always looking for innovative ways to save you money. You don’t have to use these types of recommendations, but we want to present you with different options. If you ever have questions about one of these recommendations, our concierge is here to help.
Privacy and Security Information
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Is HealthJoy HIPAA compliant?
We comply with federal privacy laws as well as the Health Insurance Portability and Accountability Act (HIPAA), which has strict guidelines on how to handle data.
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Are there any unique circumstances in which HealthJoy may use or disclose PHI information?
HealthJoy may disclose and use your PHI in the following ways:
HealthJoy is permitted to disclose and use your PHI for purposes of treatment, payment and healthcare operations. HealthJoy may disclose your PHI to another physician or healthcare provider for purposes of a consultation or in connection with follow-up treatment. We may also disclose PHI to your health insurer or health plan in connection with the processing and payment of claims and other charges. Finally, HealthJoy may disclose and use PHI with healthcare operations, such as providing customer services and conducting quality review assessments. HealthJoy may engage third parties to provide services to HealthJoy. We require HIPAA business associate agreements (BAA) in place with each of our partners to cover PHI security and HIPAA compliance.
HealthJoy is permitted to disclose and use your PHI if you give written consent, you may revoke any such authorization at any time. HealthJoy can disclose and use your PHI to the extent required by law.
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What is HealthJoy’s privacy policy?
You can read our most up to date privacy policy here: https://healthjoy.com/privacy-policy/
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What are HealthJoy’s terms of use?
You can read our most up to date terms of use here: https://healthjoy.com/terms-of-use/
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Does HealthJoy use any data for advertising?
No! HealthJoy doesn’t gather personal information to sell to advertisers.
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Does HealthJoy share data with other companies?
We require companies that we work with and that handle your data to be HIPAA compliant. We make sure through both process and technology that we treat all information correctly. We require HIPAA business associate agreements (BAA) in place with each of our partners to maintain PHI security and overall HIPAA compliance.
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What happens to my data if my membership with HealthJoy ends?
We comply with the business associate agreements we sign with our clients regarding data handling upon the expiration or termination of a relationship with the client, as well as abide by Federal HIPAA Retention Requirement CFR §164.316(b)(2)(i).
We comply with federal privacy laws as well as the Health Insurance Portability and Accountability Act (HIPAA), which has strict guidelines on how to handle data. For more information about your data and the terms of the business associate agreements, please speak with your internal human resources representatives.
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Are your credit card transactions secure?
Yes! We take securing your credit card data very seriously. We leverage the most secure methods to process all transactions, and ensure that the requirements of the Payment Card Industry – Data Security Standard (PCI-DSS) are met for your transaction. HealthJoy does not store your credit card data to ensure it is not misused.
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Why does HealthJoy ask for location data on mobile devices?
We use location data to make our members' experience easier. Rather than asking you for your location when finding you a provider, we can use your present location to find you a doctor within your current area. We also use your location when providing directions to medical providers and facilities.
Lastly, we use location data to match you with a local online medical provider to connect you with someone within your specific state (as required by law.) Keeping location data turned on makes using our app, that much easier.
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Do HealthJoy employees receive HIPAA training?
Yes! Our employees provide you and your family with confidential, one-on-one help in navigating the complex healthcare system. They are trained to work with providers, facilities, insurance companies, and other health-related organizations to resolve complex issues. They also go through extensive training on HIPAA and how to handle any data.
If at any point they need to work with a 3rd party on your behalf with sensitive information, they will get your approval and will not proceed without it. Every one of our employees understands the trust our members place in us each day.
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Is the HealthJoy app secure?
We are serious about cybersecurity, our data, and how the handling of that data complies with HIPAA. Data transmitted and stored by our app is encrypted using the latest encryption standards. HealthJoy has achieved the Type II SOC 2 attestation, which is an annual third-party auditing procedure that affirms how well we securely manage and process your data.
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Can my company access my healthcare data from HealthJoy?
NO! We understand that when it comes to your health and health records, these are private matters. We will never share your data with your employer, under any circumstance. The only data we may share with an employer is aggregated data that’s 100 percent anonymous to protect privacy or confirmation of whether you have activated your HealthJoy account so that you can qualify for potential engagement incentives. An employer will never see your health record.
All aggregated data presented is based on the entire employee population, so your employer might view how many online medical consultations happened in April for the whole company, but they will never know you performed five for your family that month. HealthJoy doesn’t gather personal information to sell to advertisers or other organizations.
Plan Benefits
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I need help understanding my plan benefits, what can I do?
Ask us! We are here to help you understand your medical, vision, dental plans and more. Just go to the main menu and select “Chat” and you’ll be connected to a healthcare concierge that can answer any question. You can also call us at (877) 500-3212.
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Are my deductible and out-of-pocket expenses real-time?
No, we use a third party provider to connect with thousands of plans throughout the country. The data is not real-time and is usually slightly delayed. Most medical insurance providers batch claims processing and are not real time either. If you need the most up-to-date data that is available, select “Chat” so that our concierge can confirm this is the latest reported data or visit your insurance provider’s website directly.
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How can I access my plan benefits?
You can access your medical insurance plan benefits right from the profile page. This will contain information like your deductible, out of pocket limits, the cost for medical visits and prescriptions and much more. You can also get access to your other employee benefits information via the HealthJoy benefits wallet. Each benefits card will contain web links to each benefit carrier – you’ll still need account login credentials to access those services directly.
Online Medical Consultations
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Can I use HealthJoy’s online medical consultations outside of the United States?
HealthJoy’s online medical consultations are not available outside the United States.
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How are prescriptions sent to the pharmacy?
HealthJoy and its partner MeMD are not an online pharmacy. If during an online medical consultation you are prescribed medication, it’s submitted electronically to the local pharmacy of your selection. We only send prescriptions to verified pharmacies within the United States.
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Can I get a prescription with an online medical consultation?
Yes. Although we don’t guarantee a medical provider will issue a prescription, they can when medically necessary. It’s up to a provider to come up with the best treatment for any issue.
Our medical partner, MeMD, does not issue prescriptions for controlled substances as defined by the DEA (Drug Enforcement Administration), elective medications, “lifestyle” drugs for erectile dysfunction (Viagra,) hair loss, obesity, anxiety or depression. This service isn’t a replacement for your primary care physician. We are not an online pharmacy. Any prescriptions issued to members will be electronically sent to a local pharmacy for pick-up and purchase.
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Can I use online medical consultations for my entire family?
Eligibility and pricing can vary depending on your company’s plan. Typically, the majority of our programs are designed to allow you, your spouse and dependents under 26 years of age to be able to use our online medical consultations.
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Can I request a particular doctor?
HealthJoy’s online medical providers are here to support your existing local doctor. Our service was not created to establish a long term exclusive relationship with a specific provider. For that reason, you are not able to request a particular provider.
The NCQA accredits all our providers. The National Committee for Quality Assurance (NCQA) is a private, non-profit organization dedicated to improving health care quality. NCQA accredits and certifies a wide range of healthcare organizations. It also recognizes clinicians and practices in key areas of performance. They are committed to providing health care quality information for consumers, purchasers, health care providers, and researchers. -
Can HealthJoy handle my healthcare emergencies?
No! HealthJoy’s online medical team (MeMD) only handles non-emergent medical problems. If you are experiencing a medical emergency, please dial 9-1-1 immediately or seek out an urgent care facility or emergency room.
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Can you prescribe referral notes for physical or occupational therapy?
Unfortunately, our online providers can’t write any referrals. Referral notes for physical or occupational therapy require an in-person evaluation by a local medical provider.
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Can hair loss, erectile dysfunction, or weight loss be treated with a consultation?
Unfortunately, our online providers can’t treat nor prescribe medication for such conditions. These conditions require an in-person consultation with continuous monitoring by your local doctor, due to the side effects of such medicines. If you are interested in receiving general medical advice without obtaining a prescription, our medical team can discuss your issue and provide medical information as necessary and appropriate.
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If my condition can’t be treated online, can I still discuss it with a medical provider?
If your situation isn’t an emergency, we would be happy to discuss it. Our medical providers can offer general medical advice about most conditions and discuss your treatment options. Sometimes peace of mind is what you need. We’ve had new parents call in the middle of the night because they’re concerned and not sure how to calm a crying baby.
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What are some of the common conditions HealthJoy’s online consultations treat?
You can use HealthJoy’s online consultations for non-emergency conditions that you would typically visit an urgent care, retail clinic or primary care provider for, such as the flu, a cold, allergies, strains, and sprains. For a list of common medical conditions that can be treated, click here.
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Do I talk to “real” medical providers?
Yes! Our physicians (provided by MeMD) are medically trained, U.S. board certified in their specialties, licensed and credentialed. They hold bachelor’s (B.A. or B.S) and Doctor of Medicine (M.D.) or Doctor of Osteopathic Medicine (D.O.) degrees. Our physician assistants are medically trained, NCCPA certified, licensed and credentialed.
They hold bachelor’s (B.A. or B.S.) and Physician Assistant Studies (MPAS), Health Science (MHS) or Medical Science (MMSc) degrees. Our nurse practitioners are medically trained, ANCC or AANP certified in their specialties, licensed and credentialed. They hold Bachelors of Science in Nursing (BSN) and Master of Science in Nursing (MSN) degrees.
When you request a consultation, HealthJoy will connect you with a doctor licensed in your state. -
How much does it cost?
The cost of an online medical consultation through HealthJoy varies depending on your company’s plan design. Typically, a high deductible health plan (HDHP) will have a small fee which varies by company. Most other health plans may provide unlimited free consultations included within your plan. You can find the cost of your consultation fee by viewing your HealthJoy benefits wallet or selecting “Talk to a Medical Provider” from the Menu. The app will display the price during the process.
If there is a cost, payment information will be collected upfront during the intake process and placed on hold. No actual charges will apply until after you complete the doctor consultation.
JOY, Your Virtual Assistant
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What languages does JOY speak?
JOY presently speaks both English and Spanish. Over time, we do plan on adding support for additional languages. The HealthJoy app will automatically work in the language your phone is set to by default.
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Do I need the HealthJoy app to use JOY?
Indeed! Using JOY is exclusive to the HealthJoy mobile app available for Apple iOS and Google Android platform.
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How does JOY work?
We feel that healthcare is best served as a conversation. That’s why we chose to create JOY and put her at the center of our application. JOY is a virtual assistant that’s similar to other assistants like Siri and Alexa. One difference is that due to the nature of healthcare and the state of the technology, much of our interactions are scripted. We do this to make sure nothing is misinterpreted, and we’re not missing anything as we help direct you to the correct point of care. JOY also allows us to send personalized messages to thousands of members based on their own healthcare journey.
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What can JOY help me with?
JOY is our virtual assistant that will help you handle many tasks from our main menu. She will walk you through most of the steps required to submit a request. JOY is available 24/7 at an instant and is the quickest way to submit service requests to our team. She will also proactively reach out to you from time to time to let you know about new features, company events, reminders, and more.
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How do I use JOY?
JOY will automatically help you accomplish most tasks from the main menu. She will ask you questions, enable you to submit photos and much more. Once you submit your requests through JOY, our live healthcare concierge will get to work on your submission. JOY will also proactively reach out with recommendations and to provide personalized information.
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Who is JOY?
JOY is our artificial intelligence powered virtual assistant that will help you accomplish many tasks within the HealthJoy app. She can help you send a medical bill to be reviewed, enable you to submit a provider recommendation request, help you schedule an appointment and much more. Every day we are enabling JOY to handle more tasks and helping our concierge team. Our team of live healthcare concierge fully supports JOY, so don’t worry; if she needs help, our team can back her up.
HealthJoy Phone Support
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What are the benefits of using the app versus a phone?
Using the HealthJoy app is the preferred method of accessing our service. You’ll have access to all your up to date benefits within your benefits wallet, year after year. You’ll also be able to conduct video consultations with medical providers (required by some states for online visits) right within the app. You’ll have historical access to all your chat logs and inbox cards, for a more transparent look at your usage. You can also make requests 24 hours a day when our live concierge desk is closed and have your request answered first in the queue. In these days of an on-demand world, our app is the ideal experience. If you don’t have a smartphone or for complicated issues, we encourage you to give us a call during live concierge hours.
Healthcare Concierge
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How do service requests work?
Once you make a request to either JOY or directly to a Healthcare Concierge, we internally create a service ticket. Your request will show up within your Inbox as “In-progress” and will be added to our service queue. Tickets get routed to the best available concierge that’s well-versed in your employee benefits package. For specialized tickets, like a medical bill review, they are sent to our internal team of billing experts. Requests can involve research, phone calls, faxing of medical documentation, calls to your providers and much more. A concierge can take up to 2 hours or more handling complex service requests. We will do everything we can to give you the best service possible.
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Can a healthcare concierge help with dental or vision issues?
Yes! HealthJoy can help you with both dental and vision issues. Our team will review your medical plan benefits for any dental and vision benefits, along with your ancillary plans. We can recommend a provider, explain your benefits, make an appointment and more.
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Can HealthJoy book appointments on my behalf?
Our concierge will be happy to research and book an appointment on your behalf. Just select “Find a Provider,” “Find a Facility,” or “Procedure Recommendation” from the main menu. Let us know what you are looking for and ask us to make an appointment. If you already know who you want to have an appointment with and are certain they take your insurance, you can also use the “Chat” feature in the bottom menu to chat directly with a concierge and ask them to book your appointment.
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Can a healthcare concierge help me with a medical bill I don’t understand?
Yes! The easiest way to get started is to select “Medical Bill Review” from the main menu. You’ll be asked a few questions about your bill and will have the opportunity to submit a photo of your bill with the camera on your smartphone. Not only can we explain your bill to you, but we’ll also review it for errors. If we find a mistake, we can even negotiate on your behalf to get a bill corrected.
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Can I get a second opinion with the help of a healthcare concierge?
A healthcare concierge can help you get a second opinion with a local doctor or might recommend that you speak with an online medical provider. We can even schedule an appointment on your behalf.
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Can HealthJoy still help me if I am covered with another insurance plan?
It depends on your company’s employee eligibility definition with our service. In cases where a company allows us to service third-party plans, we can provide limited assistance. Plan information might be restricted, but we’ll do our best to help you with publicly available data.
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Can a minor use the services of a healthcare concierge?
Yes! Parents and guardians can use HealthJoy services on behalf of a minor. Minors cannot have their own accounts nor use the service (especially medical consultations) without the account holder present.
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Can another member of the family use the healthcare concierge service?
Yes! HealthJoy is generally available for the whole family. Certain limitations may apply based on how the program is set up by your employer. Parents with minors under 18 can add them to their account and make requests on their behalf. Spouses and dependents over 18 but under 26 are entitled to create a personal account. All of our agreements with our customers include compliance with Federal HIPAA privacy laws.
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What are the HealthJoy hours of operation?
You can use the HealthJoy app, add requests with JOY and have an online medical consultation 24 hours a day. Our concierge staff is available, both via the phone and app:
7:30 AM to 12:00 AM CST – Monday through Friday
10:00 AM to 6:00 PM CST – Saturday and Sunday -
Can I use the service from a healthcare concierge while traveling?
Yep! We can help you anywhere life takes you, but if this is an emergency, please go to the emergency room. Due to federal laws, online medical consultations are not available outside the United States.
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Can a healthcare concierge help save me money?
HealthJoy knows hundreds of ways to save you money. We are your personal friend “in the business.” Our concierges are experts in both healthcare and insurance and can resolve problems quickly and deliver solutions. We can find you lower-cost facilities, recommend you less expensive drugs so that you can discuss lower cost treatment options with your doctor, fight to have a medical bill reduced and much more. Our concierges will sometimes recommend an online medical consultation rather than visiting the costly emergency room. Healthcare is notoriously complicated with a lack of transparency. Our goal is to get you the best care, at a lower price.
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What’s the difference between my insurance company’s service line and the HealthJoy healthcare concierge?
The most significant difference is that we put you, the member, at the forefront of everything we do. We have no financial incentive to dissuade you from using any healthcare services. Our goal is to make your experience interacting with the complex healthcare system as simple as possible. We will perform research for you, call to make appointments, and fight on your behalf if you get a medical bill that has a mistake. In the process of making your life simple and saving you money, we will usually save companies money as well. We want to make sure that you get the best care possible at a reasonable price, with the lowest out-of-pocket cost. We are on your side!
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What issues can a healthcare concierge address?
Our concierge team is well versed in your company's specific employee benefits. They can give you personalized support and recommendations for your medical, dental and vision health plan. We also can provide help for HSAs, FSAs and HRA financial products. We have specialized teams dedicated to handling medical bills and Rx saving reviews to provide the maximum savings to members.
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What are the backgrounds of the healthcare concierges?
Our healthcare concierges work in teams we call “Pods.” Our pods consist of trained professionals with diverse backgrounds including nurses, former Blue Cross customer service agents, medical billing specialists who have years of experience working in healthcare. Our use of Pods allows our team to pool from decades of unique experiences and service our members at the highest levels. We carefully screen all staff members and provide them with extensive training – we look for people that have excellent communication and problem-solving skills that have a strong desire to help people.
Getting Started
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My company doesn’t have HealthJoy. Can I recommend HealthJoy to my company?
Sure! The best thing to do is to recommend them to signup for a demo of the HealthJoy platform. Just ask them to visit: https://www.healthjoy.com/book-healthjoy-demo
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How do I get started?
HealthJoy is a healthcare guidance app that’s fully integrated with your existing company benefits. To get started, your company must provide you with access to a HealthJoy account. Usually, you’ll first hear about HealthJoy during your company’s annual open enrollment meetings, and it will roll out with all your new employee benefits. HealthJoy will then become the first stop for all your healthcare needs. New employees will also be invited throughout the year as they become eligible.
To get started, all an employee has to do is activate their account by clicking on a unique activation link within a welcome email or SMS text, create a password, download the HealthJoy app and log in. You can invite family members at this time and send them their own unique activation link. The setup process takes less than 5 minutes. If you need us to resend your activation link, visit: https://go.healthjoy.com/ActivateNow
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Is HealthJoy part of my health insurance or does it replace it?
HealthJoy is NOT your insurance provider; we are here to help you use your health insurance. We help companies that are both self- and fully- insured as well as companies that use a reference-based pricing model. We are a neutral third party that is on your side to make things easier. Our goal is for you to get the best medical care at the best price possible while saving you time. We know about your existing employee benefits and can answer any questions that you might have. We can help you with your medical, dental, vision plans as well as answer questions about health savings plans. Everything you ask us is strictly confidential and isn’t accessible to your insurance provider or your company.
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What's HealthJoy?
HealthJoy is an employee benefit and healthcare guidance app that helps employees make better decisions. The app improves your healthcare experience while helping you save both time and money. HealthJoy is free for you to use and is provided to you by your company. You get on-demand access to online medical consultations (free or for a small fee, depending on your company plan), a team of healthcare concierges, prescription savings review, medical bill advocacy, an employee benefits wallet, an artificial intelligence-powered virtual assistant named JOY, plus much more. It’s the way healthcare should be in the 21st century.
Benefits Wallet
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How do I connect my 401k to the benefits wallet to be able to see the balance information?
When you log into the HealthJoy benefits wallet, you may see a Financial Card that offers you to connect your 401k. Connecting an account is optional, but it will enable you to access this information quickly without leaving the app. Your 401k account is linked to the individual and does not get shared across your family accounts.
- Tap on “Wallet”
- Tap “All Your Other Benefits”
- Tap “My Financial Accounts”
- Choose “Add Account”
- Click “Continue”
- Choose your financial institution
- Sign in to your financial institution and follow the prompts to connect your account
- That’s it!
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I don’t understand something in my benefits wallet, can HealthJoy help me?
Yes! Our concierges are experts in your employee benefits. If you have a question, just select “Chat” from the menu and let JOY know what you need. She will then connect you to the next available concierge.
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How can I update my benefits?
Keep in mind that any plan changes must go through your company HR or benefits team. HealthJoy only houses the information provided by your employer. If you notice discrepancies in your plan benefits, submit feedback through your profile by selecting “Profile” then tapping “Feedback. Submit your feedback in the category “Personal data and eligibility issues.” You may also chat with a concierge for assistance. If you add a plan that’s not part of your employee benefits (i.e., a spouse’s plan), it will be added to our concierge system so they will be able to help you with the plan, but it will not be added to your benefits wallet as these are custom built for employer offerings only.
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Can I add my own cards to my benefits wallet? I have benefits from a spouse.
Unfortunately, at this time you cannot add a benefits card that’s not part of your employee benefits package to our wallet. This doesn’t mean we can’t help you with an alternative insurance plan. Just let JOY know that you have another medical, dental, or vision plan by selecting “Chat” from the menu. A concierge will walk you through the process; please have your plan details or physical card on hand.
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What if I lose my phone? Can someone access my employee benefits?
No! We understand your privacy is important. Your information is only as secure as the practices you put in place should you ever lose your phone. We recommend you safeguard your phone with secure password options, including using advanced security technologies such as Touch ID or Face ID to log into your account. Do not share your password with individuals you do not want to access your phone. You can enable a passcode or FaceID lock on the HealthJoy app. The app also requires a unique username and password to access your account.
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How do I connect my HSA, FSA or HRA to the benefits wallet to be able to see the balance information?
When you log into the HealthJoy benefits wallet, you may see a Financial Card that offers you to connect your health savings accounts (HSA, FSA or HRA.) Connecting these accounts is optional, but it will enable you to access this information quickly without leaving the app. Your financial accounts are linked to the individual and do not get shared across your family accounts.
- Tap on “Wallet”
- Tap “All Your Other Benefits”
- Tap “My Financial Accounts”
- Choose “Add Account”
- Click “Continue”
- Choose your financial institution
- Sign in to your financial institution and follow the prompts to connect your account
- That’s it!
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What do I need to use the HealthJoy benefits wallet for?
The HealthJoy benefits wallet is accessible via the HealthJoy app that’s available for the Apple iOS and Google Android platforms. To use the benefits wallet, you need to activate your membership, download our app and log into your account. We populate your benefits wallet automatically with all your elected company benefits that have been supplied to us by your company.
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What’s an app notification?
An app notification is a message that pops up on a mobile device similar to an SMS text message but with no carrier fees. If enabled, HealthJoy can send them even if the app isn’t open and they can take you directly to different locations within the app. We use them to make sure you know about upcoming appointments, new messages from a concierge and if you have a video call coming in from an online doctor. For best service, we highly encourage you to enable notifications when asked by the HealthJoy app or updating your notification settings from your HealthJoy profile screen.
App Notifications
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Why don’t I get notifications?
If you aren’t getting any notifications but would like to receive them, you should check the settings in two separate locations. First, your phone (Apple iOS and Google Android) both have system level notification controls. Select the “Settings” icon from your phone and look for the notification section, scroll down to HealthJoy and make sure you have notifications enabled.
Second, make sure you don’t have “Do not disturb” mode turned on on your phone. While turned on, you will not receive ANY notifications or phone calls.
Lastly, go to the “Profile” section of the HealthJoy app and tap “Settings” then “Notifications.” Every phone is different, so please check with your manufacturer’s owner’s manual for more details on your particular device.
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How do I choose which notifications I get?
From the “Profile” section in the bottom menu, you “Settings” then select “Notifications to choose which kind of notifications you receive. We’re always mindful of not creating too many distractions for you, but individual preferences vary. You can limit notifications by updating what type of notifications you receive about your benefits, medical & wellness reminders, and alerts.
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Why should I enable app notifications?
We use app notifications to make sure you know about upcoming appointments, new messages from a concierge, new video call with an online doctor and much more. For best service, we highly encourage you to enable notifications when asked by the HealthJoy app.
Your Profile
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How do I change my phone number?
You can change your phone number on file from the app. Just select “Profile” and tap on your phone number. You’ll be able to edit your phone number.
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My name is misspelled. How do I correct it?
To err is human. The list of names is provided to us by your company, but don’t worry; we can fix it in a jiffy. Just select “Profile” and tap “Feedback,” then indicate your issue in the category “Personal data and eligibility issues.” You may want to reach out to your company’s HR department to make sure your name is also updated with your insurance carrier.
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How do I change the email address of my account?
You can change your email address on file at any time by selecting “Profile” and tapping “Personal Information.” NOTE: We never send any personal information to your email address. The only thing we communicate via email is non-identifiable app notifications, i.e., generic new message notification.
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How do I update my vision plan information?
Keep in mind that any plan changes must go through your company’s HR or benefits team. HealthJoy only houses the information provided by your employer. If you notice discrepancies in your plan benefits, submit feedback through your profile by selecting “Profile” then tapping “Feedback”. Submit your feedback in the category “Personal data and eligibility issues.” You may also chat with a concierge for assistance. Plans that aren’t part of your employer’s benefits package will not be added to your plan profile, but our concierge will service them to the best of their ability (some carriers are easier to work with than others). We can help you on a limited basis with any vision plan.
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How do I update my dental plan information?
Keep in mind that any plan changes must go through your company’s HR or benefits team. HealthJoy only houses the information provided by your employer. If you notice discrepancies in your plan benefits, submit feedback through your profile by selecting “Profile” then tapping “Feedback.” Submit your feedback in the category “Personal data and eligibility issues.” You may also chat with a concierge for assistance. Plans that aren’t part of your employer’s benefits package will not be added to your plan profile, but our concierge will service them to the best of their ability (some carriers are easier to work with than others). We can help you on a limited basis with any dental plan.
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How do I update my insurance information?
Keep in mind that any plan changes must go through your company’s HR or benefits team. HealthJoy only houses the information provided by your employer. If you notice discrepancies in your plan benefits, submit feedback through your profile by selecting “Profile” then tapping “Feedback.” Submit your feedback in the category “Personal data and eligibility issues.” You may also chat with a concierge for assistance. Plans that aren’t part of your employer’s benefits package will not be added to your plan profile, but our concierge will service them to the best of their ability (some carriers are easier to work with than others). We can help you on a limited basis with any health plan.