How HealthJoy Helps Members Use Health Financial Accounts

How HealthJoy Helps Members Use Health Financial Accounts

Health financial accounts are an excellent tax-free way to save money on eligible medical, dental, and vision expenses. Health Savings Accounts (HSA), Flexible Spending Accounts (FSA), and Health Reimbursement Arrangement (HRA) accounts offer different advantages, but confusion often keeps us from making the most of our options.

For instance, enrollment in a High-Deductible Health Plan (HDHP) qualifies you to open an HSA. Yet in 2020, one in three eligible adults had not done so, according to a survey published in the Journal of the American Medical Association.

HealthJoy can help eliminate confusion about these accounts and simplify the process of using them throughout the year.

View accounts in the benefits wallet

Even if you have an HSA, FSA, or HRA, it can be easy to forget they exist. Maybe you leave your card in your desk drawer at home when you go to pick up your prescription. Perhaps you make an online purchase through ApplePay without thinking or find out that your provider charged your credit card instead of your HSA. Or, you simply haven’t remembered to contribute this year—in the same JAMA Network Open survey , 50% of those with an HSA account hadn’t. HealthJoy helps you see all your benefits, including your financial accounts in your benefits wallet, making it simpler to monitor your savings and put it to use.

You can start by connecting any HSA, FSA, or HRA accounts right from our app. We link with thousands of financial providers, including the most popular ones from HealthEquity, Optum Bank, HSA Bank, and Fidelity. The connection process works through a third-party financial services company called Plaid, which works with clients like American Express, Venmo, and Visa.

Our members aren’t limited to their present employer’s financial accounts but can also connect retirement accounts, older accounts, or even a spouse’s account. Once the accounts are connected, you’ll see financial account details in the wallet. To access them at any time, members just need to tap “My Benefits Wallet” in the menu.

On-demand assistance

The tax rules surrounding financial savings accounts can be confusing. Contribution limits change each year. Eligibility rules, or the rules governing what you can and cannot spend your health savings funds on, vary by account and might even keep you from taking advantage of your savings at all.

When you’re at the drug store and unsure if sunscreen is covered, where do you turn? When you’re thinking of getting acupuncture, can you plan to spend your HSA funds on the service? Our healthcare concierge team can help.

Open the HealthJoy app and tap “Chat” to connect with JOY, our AI assistant, and our team of expert healthcare concierges. They’re always happy to help with the most complicated questions about these accounts, including what’s covered, contribution limits, whether a “use it or lose it” rule applies, and more.

Year-round access and reminders

Once you’re aware of your health savings eligibility and maybe even making regular contributions to your account, the next step is to put your funds to use. We simplify this process for members. When they integrate their accounts, HealthJoy can help turn understanding into action.

  • Prescriptions – HealthJoy can help you identify lower-cost prescription alternatives through a free RX Savings Review. We’ll also remind members to pay for medications using their HSA or other eligible accounts.
  • Provider visits – When HealthJoy performs a provider search, our recommendation will include a reminder to use your financial health accounts for eligible expenses. A concierge can always answer questions about qualified expenses as you plan for any copayments or other fees.
  • Telemedicine – When you use our built-in telemedicine and behavioral health offering, we’ll encourage you to charge any fees to your HSA.
  • Durable medical equipment – We can help members determine if purchases for items like CPAP machines, wheelchairs, and portable oxygen concentrators are HSA-eligible. Our concierge can even recommend a local provider or provide an approved online vendor.
  • JOY reminders – Near the end of the year, our AI assistant, JOY, will remind you to make use of any eligible financial accounts.

Our goal is to make it easier to be healthy and well. Health financial accounts are an integral part of this strategy, helping you pay for healthcare expenses and save for the future. When they’re top-of-mind, you remember to contribute regularly, use them when applicable, and make them a part of your regular healthcare decisions.

 

Using HealthJoy to Manage Dental and Vision Benefits

Using HealthJoy to Manage Dental and Vision Benefits

Dental and vision benefits are in some ways the forgotten pens at the back of our junk drawer. They’re there, and they work, but we often forget to use them.

Yet both are notably important to overall health and, when ignored, can cause other health complications. According to a survey from the CDC’s National Center for Health Statistics, 12.9% of US adults had vision trouble in 2018. In 2019, 22% of adults with dental coverage didn’t see a dentist in the previous 12 months (that’s pre-COVID). Studies show a correlation between gum disease and heart disease, indicating good oral health benefits our physical health. And anyone who’s developed a headache from staring at their screen too long can attest to the importance of vision to our overall wellness.

The COVID-19 pandemic has undoubtedly complicated our access to in-person care, but whenever you decide to use your dental and vision benefits, HealthJoy will be ready to help in a few key ways.

Review Your Benefits in the App

The HealthJoy app helps you quickly and easily find and access all your employee benefits. When you open the app, you can navigate to your wallet to see a card for each benefit, like health insurance, pet insurance, and retirement accounts. The wallet is where you’ll find a card for any dental or vision accounts in which you’ve enrolled.

To see your benefit details, you just need to tap one of the cards. It will show the most critical information you need to use your benefits, such as deductible amounts, coverage amounts, and the cost of glasses or contacts.

If you still have questions, our healthcare concierge team can help.

Chat with a concierge about your benefits

As soon as your company chooses to work with HealthJoy, our team gets to work learning about your benefits. They’re ready to answer questions about what’s covered, whether the provider around the corner is in-network, and how soon you can buy new eyeglasses.

If you have any questions about your benefits or what they cover, chatting with our expert team can help you get clarity before making a healthcare decision that costs too much. To chat with a concierge, simply open the app and tap “Chat.” Tell our assistant, JOY, that you have questions about your benefits, and she’ll connect you to a concierge.

Find providers and schedule appointments through the app

When you’re ready for a visit, HealthJoy can help you take the guesswork out of finding an in-network, high-quality provider. Whether you’re looking for a vision or dental exam, need to find a new primary care provider, or are searching for a specialist, HealthJoy will perform a thorough search on your behalf.

We take all your preferences, including location and appointment times, into account when searching for a provider. We’ll send you a few recommendations that meet your criteria, and if you like our suggestions, we can even schedule the appointment on your behalf.

Get after-hours help through telemedicine

If you need an after-hours provider, the HealthJoy app can connect you with a telemedicine appointment 24/7/365. Our board-certified medical providers chat with you over a video chat, provide a diagnosis and treatment, or help you decide when it’s time to seek other care.

Starting your journey for urgent care with a HealthJoy telemedicine appointment can save you time, travel, and money. You can read about how our telemedicine feature helped James navigate after-hours care during the pandemic in this member story.

Let HealthJoy review your dental and vision bills

After your visit, HealthJoy can help you make sure you don’t pay more than you owe. If the provider or insurance issues a confusing bill—or just want peace of mind—our Bill Review team can help. Simply navigate to the menu and tap “Medical Bill Review.” JOY will guide you through a series of steps, including uploading a photo of the bill or Explanation of Benefits (EOB), to get started.

We helped our member Carah track down nearly $1,400 in refunds for dental services. Carah’s endodontist charged her upfront right after her surgery, but she knew she shouldn’t be required to pay the full amount. She quickly submitted a Bill Review request, and our team worked to help her uncover her full refund.

Check the app for reminders about routine care

We all forget to schedule appointments. It’s even more complicated when we’re unsure where to go for care. HealthJoy’s messages can help prompt you to schedule routine healthcare visits, and they make it easy to start a Provider Search, Procedure Search, or Facility Search right away. To receive our reminders, make sure you’ve downloaded the app and turned on push notifications.

How HealthJoy’s Team Performs a Bill Review

How HealthJoy’s Team Performs a Bill Review

Medical bills have the unsettling power to derail our lives. You probably know the feeling: as soon as you pull the envelope from the mailbox and spot the provider’s name, your stomach drops. Healthcare is hardly transparent, so even if you know a bill is coming, you never quite know what you’ll get.

HealthJoy’s Bill Review team works hard to help our members navigate this troubled process. They spend hours on each member’s request, coordinating between many different parties and steadily following up on tiny errors. But the results are worth it. We’re able to save members from paying bills out of frustration, losing refunds they deserve, and overpaying for services they didn’t receive, often to the tune of several thousand dollars.

“That’s what makes our job worthwhile,” Bill Review Team Lead Angelique Williams said. “When we locate errors, and we’re able to make a tremendous difference in the stress our members are feeling.”

Here’s a look at how HealthJoy’s team performs a Bill Review.

 

The initial request

A HealthJoy Bill Review begins when our members request it through our app and take a picture of their bill. Their reasons for submission can be uncounted: sometimes, members spot a charge they know is wrong or they receive a duplicate bill. A provider may charge members upfront for a service they believe should be covered by their insurance carrier.

Some of the most common Bill Review requests come from a misunderstanding of benefits. For instance, merely mentioning symptoms can prompt a change in billing codes that makes the difference between a test that’s covered as preventive and one that requires the member to pay. Working with a Bill Review Specialist can take the mystery out of this process and helps members understand how to seek care in the future.

“We try to provide our members with education and knowledge about how their benefits work, so they’re not surprised at the end of the day,” Angelique said.

Whatever the case’s details, our team only needs a photo of the bill or an Explanation of Benefits (EOB) to begin. The member taps “Medical Bill Review” from the app’s home screen, and our AI assistant, JOY, guides them through an intake process that includes uploading their photos.

From there, they simply sit back and let our US-based team get to work.

Coordinating with Providers and Insurance

To get to the bottom of a Bill Review request, HealthJoy’s team relies on an in-depth knowledge of medical billing and coding intricacies. They also use persistence—the team could encounter a less-complicated bill that requires an hour or two or one that takes days of coordination that require lots of phone calls. “It depends on the situation,” Angelique said. “We don’t know what we’re going to encounter until we open the ticket and view the bills themselves. It’s like that Forest Gump quote – you never know what you’re going to get.” The average bill review ticket takes about two hours. For exampmle, let’s say a member is surprised by a bill and submits it to our team for review.
  • First, the Bill Review Specialist will reach out to the insurance provider. They learn that the insurance provider doesn’t have a claim on file for the member—in other words, the insurance company is out of the loop.
  • The Bill Review Specialist will call the provider who billed the member. They’ll give them the address they found during their conversation with the insurance company, asking the provider’s office to send the claim to the insurance company.
  • Finally, they’ll ask the provider to put the account on hold. That last step means the member won’t be sent to collections while waiting for the provider to coordinate with their insurance.
 

More detailed claims or those with multiple bills require a more complicated process, often taking hours or even days. A few additional steps they might find in a more complicated process:

  • The Bill Review Specialist reviews each bill for claims status.
  • They contact the provider and insurance carrier about every bill.
  • The Bill Review Specialist will review billing codes, diagnosis codes, service location, and more to look for errors and ensure the coding matches the service the member received.
  • They’ll also check the member’s policy and ensure the insurance processed them correctly. If not, they’d request the claims be re-processed, regularly checking with all parties to track progress.

Getting it right often means setting reminders and circling back with all the involved parties. Ultimately, that persistence represents time our members don’t have to spend tracking down a confusing bill.

“We don’t leave loose ends,” Angelique said.

Communicating with the member

Once our specialists have gathered all the details they need to resolve the billing issue, they’ll send a detailed written response to the member through the HealthJoy app. The member can also choose to talk one-on-one with their Bill Review Specialist.

This process sometimes uncovers additional issues; perhaps a refund check never arrived, or the member received another bill just before the call. However, Angelique said her team’s goal is to close a case so thoroughly that the member never needs to pick up the phone.

“We know medical bills are confusing, so we always think ahead about the questions a member may have as they’re reading and try to address them in our response,” Angelique said.

HealthJoy Bill Review is free to all members, meaning they can always submit requests to our team, just in case.

“Every member who gets a bill should just send it to us,” Angelique said. “It doesn’t hurt to snap a picture and send it through, just to make sure that it’s right.”
“Billing mistakes happen,” she added. “We’re all human.”

Pulse Survey: Will the Telemedicine Wave Continue in 2021?

Pulse Survey: Will the Telemedicine Wave Continue in 2021?

It’s no secret that telemedicine has emerged as a critical component of healthcare during the COVID-19 crisis. But now that many state and local governments have eased restrictions on nonessential businesses, we’re seeing outpatient visits rebound to pre-pandemic levels and more people seeking in-person care again. Now we’re left to ask: how will patients use telemedicine this year? And, what barriers must the industry hurdle to get virtual care in front of as many Americans as possible?

To dive into these questions and get a pulse on how consumers plan to use telemedicine this year, we surveyed 262 full-time employees about their experiences using virtual care and views on emerging technologies.

Methodology: 262 U.S. consumers, ages 18-65, employed full-time

The pandemic encouraged employees to try telemedicine for the first time.

  • Seventy-five percent of employees said they never used telemedicine prior to COVID-19, but more than one-third (35%) of those same respondents report they have used it since.
  • Of all employees surveyed, 59% say at least one person in their household has used telemedicine since the start of COVID-19. 

Recent telemedicine adopters like it—and plan to continue use for routine health care services in 2021.

  • Of the people who tried telemedicine for the first time during the pandemic, more than half (54%) report that this year, they will seek virtual options for all routine health care services, and go in-person specifically for services that can’t be done virtually. Only 13% of these respondents say they’re going back in person because they believe the quality of care is better.
  • In fact, 100% of respondents who tried telemedicine for the first time during the pandemic are now open to receiving at least one type of healthcare service virtually.

However, several new adopters prefer the traditional in-person office experience, and telemedicine isn’t a one-size-fits-all solution.

  • One-fourth (25%) of those who tried telemedicine for the first time during the pandemic report they’re going back to routine in-person services because they prefer the experience of meeting face-to-face with their doctors, while only 1% are solely seeking telemedicine options and avoiding going in-person altogether.

To drive further adoption, it may be helpful for telemedicine platforms to offer employees visits with clinicians with whom they already have an in-person relationship.

Building a trusting relationship may alleviate concerns about the quality of care.

  • Of the respondents who have never used telemedicine, only 12% say they’re considering seeking virtual options for routine services this year. Their top reason for not using telemedicine is they don’t feel like they will receive quality care (32%).
  • However, more than half (50%) of these respondents say they would be more willing to use telemedicine if appointments were with medical providers they already know —indicating the need to build trusting relationships with this group and double down on personalized education around telemedicine’s benefits.

Employers also play an important role in driving telemedicine adoption for those who have never used it.

  • Of employees who have never used telemedicine, one-in-ten (11%) say it’s because they don’t know how to access it. This highlights the opportunity for more employers to improve their communication efforts around their offering and improve accessibility.

Employees are currently most comfortable receiving basic health care services virtually.

  • When looking at all respondents, they’re most comfortable with receiving basic services virtually, like prescription refills (68%), primary care (45%), and mental health (45%).
  • Current comfortability with non-routine health care services is comparatively low, such as specialty care (16%), and physical therapy (9%), but these are more complex services to offer virtually compared to prescription refills, primary care, and mental health services. I anticipate these numbers will be higher as innovations continue to develop in these areas.
  • Unsurprisingly, comfortability is higher among people who have recently used telemedicine and plan to this year (78% primary care, 78% prescriptions refills, 68% mental health, 29% specialty care, 26% urgent care, 12% physical therapy).

Read more about telemedicine in our Telemedicine Benefits Guide

Telemedicine adopters may drive the utilization of connected health devices and other emerging health technologies.

  • In general, two-thirds (66%) of consumers are very or somewhat likely to wear a connected device to monitor their health if prescribed by a medical provider. This percentage jumps to nearly three-fourths (74%) for those who plan to use telemedicine this year.
  • Additionally, 64% of those who plan to use telemedicine this year are also willing to try virtual reality as a treatment for depression or anxiety if prescribed by their doctor, compared to 49% of all respondents. These data points support that telemedicine adopters’ comfortability with using technology in their health care experience stems beyond the initial phone or video visit, and this group can play a role in driving innovation.

Certainly, this survey just captures 262 consumers, but the data supports what I’ve seen over the past year: employees want and need virtual care more than ever before. As consumer comfortability with telemedicine increases, employers are well-positioned to steer employees to more convenient and affordable care.

Keep an eye out for future blog posts where I’ll dig deeper into the trends revealed in our survey and my thoughts on the future of telemedicine.

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<div class='gf_browser_unknown gform_wrapper gform_legacy_markup_wrapper' id='gform_wrapper_1' > <div class='gform_heading'> <h3 class="gform_title">State of the Benefits Survey eBook - 1-Col</h3> <span class='gform_description'>Testing form</span> </div><form method='post' enctype='multipart/form-data' id='gform_1' action='/blog/2021/02/' > <div class='gform_body gform-body'><ul id='gform_fields_1' class='gform_fields top_label form_sublabel_below description_below'><li id="field_1_8" class="gfield gfield_contains_required field_sublabel_below field_description_below gfield_visibility_visible" ><label class='gfield_label' for='input_1_8' >First Name<span class="gfield_required"><span class="gfield_required gfield_required_asterisk">*</span></span></label><div class='ginput_container ginput_container_text'><input name='input_8' id='input_1_8' type='text' value='' class='large' placeholder='First Name' aria-required="true" aria-invalid="false" /> </div></li><li id="field_1_9" class="gfield gfield_contains_required field_sublabel_below field_description_below gfield_visibility_visible" ><label class='gfield_label' for='input_1_9' >Last Name<span class="gfield_required"><span class="gfield_required gfield_required_asterisk">*</span></span></label><div class='ginput_container ginput_container_text'><input name='input_9' id='input_1_9' type='text' value='' class='large' placeholder='Last Name' aria-required="true" aria-invalid="false" /> </div></li><li id="field_1_4" class="gfield gfield_contains_required field_sublabel_below field_description_below gfield_visibility_visible" ><label class='gfield_label' for='input_1_4' >Email<span class="gfield_required"><span class="gfield_required gfield_required_asterisk">*</span></span></label><div class='ginput_container ginput_container_email'> <input name='input_4' id='input_1_4' type='text' value='' class='large' placeholder='Email' aria-required="true" aria-invalid="false" /> </div></li><li id="field_1_5" class="gfield gfield_contains_required field_sublabel_below field_description_below gfield_visibility_visible" ><label class='gfield_label' for='input_1_5' >company name<span class="gfield_required"><span class="gfield_required gfield_required_asterisk">*</span></span></label><div class='ginput_container ginput_container_text'><input name='input_5' id='input_1_5' type='text' value='' class='large' placeholder='Company name' aria-required="true" aria-invalid="false" /> </div></li><li id="field_1_6" class="gfield gfield_contains_required field_sublabel_below field_description_below gfield_visibility_visible" ><label class='gfield_label' for='input_1_6' >Company Size<span class="gfield_required"><span class="gfield_required gfield_required_asterisk">*</span></span></label><div class='ginput_container ginput_container_select'><select name='input_6' id='input_1_6' class='large gfield_select' aria-required="true" aria-invalid="false" ><option value='' selected='selected' class='gf_placeholder'>Company Size</option><option value='1-100' >1-100</option><option value='100-500' >100-500</option><option value='500-3000' >500-3000</option><option value='3000-1000' >3000-1000</option><option value='10000+' >10000+</option></select></div></li><li id="field_1_7" class="gfield gfield_contains_required field_sublabel_below field_description_below gfield_visibility_visible" ><label class='gfield_label' for='input_1_7' >Which Best Describes You?<span class="gfield_required"><span class="gfield_required gfield_required_asterisk">*</span></span></label><div class='ginput_container ginput_container_select'><select name='input_7' id='input_1_7' class='large gfield_select' aria-required="true" aria-invalid="false" ><option value='' selected='selected' class='gf_placeholder'>Which Best Describes You?</option><option value='Employer' >Employer</option><option value='Benefit Consultant' >Benefit Consultant</option><option value='TPA' >TPA</option><option value='PEO' >PEO</option><option value='Other' >Other</option></select></div></li></ul></div> <div class='gform_footer top_label'> <input type='submit' id='gform_submit_button_1' class='gform_button button' value='Get Your eBook' onclick='if(window["gf_submitting_1"]){return false;} window["gf_submitting_1"]=true; 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[gravityforms id=9]
<div class='gf_browser_unknown gform_wrapper gform_legacy_markup_wrapper' id='gform_wrapper_9' > <div class='gform_heading'> <h3 class="gform_title">10 Benefits Presentation Tips from TED Talks eBook - 2-Col (Pop-up)</h3> <span class='gform_description'></span> </div><form method='post' enctype='multipart/form-data' id='gform_9' action='/blog/2021/02/' > <div class='gform_body gform-body'><ul id='gform_fields_9' class='gform_fields top_label form_sublabel_below description_below'><li id="field_9_8" class="gfield gf_left_half gfield_contains_required field_sublabel_below field_description_below gfield_visibility_visible" ><label class='gfield_label' for='input_9_8' >First Name<span class="gfield_required"><span class="gfield_required gfield_required_asterisk">*</span></span></label><div class='ginput_container ginput_container_text'><input name='input_8' id='input_9_8' type='text' value='' class='large' placeholder='First Name' aria-required="true" aria-invalid="false" /> </div></li><li id="field_9_9" class="gfield gf_right_half gfield_contains_required field_sublabel_below field_description_below gfield_visibility_visible" ><label class='gfield_label' for='input_9_9' >Last Name<span class="gfield_required"><span class="gfield_required gfield_required_asterisk">*</span></span></label><div class='ginput_container ginput_container_text'><input name='input_9' id='input_9_9' type='text' value='' class='medium' placeholder='Last Name' aria-required="true" aria-invalid="false" /> </div></li><li id="field_9_4" class="gfield gf_left_half gfield_contains_required field_sublabel_below field_description_below gfield_visibility_visible" ><label class='gfield_label' for='input_9_4' >Email<span class="gfield_required"><span class="gfield_required gfield_required_asterisk">*</span></span></label><div class='ginput_container ginput_container_email'> <input name='input_4' id='input_9_4' type='text' value='' class='medium' placeholder='Email' aria-required="true" aria-invalid="false" /> </div></li><li id="field_9_5" class="gfield gf_right_half gfield_contains_required field_sublabel_below field_description_below gfield_visibility_visible" ><label class='gfield_label' for='input_9_5' >Company name<span class="gfield_required"><span class="gfield_required gfield_required_asterisk">*</span></span></label><div class='ginput_container ginput_container_text'><input name='input_5' id='input_9_5' type='text' value='' class='medium' placeholder='Company name' aria-required="true" aria-invalid="false" /> </div></li><li id="field_9_10" class="gfield gf_left_half gfield_contains_required field_sublabel_below field_description_below gfield_visibility_visible" ><label class='gfield_label' for='input_9_10' >Company Size<span class="gfield_required"><span class="gfield_required gfield_required_asterisk">*</span></span></label><div class='ginput_container ginput_container_select'><select name='input_10' id='input_9_10' class='large gfield_select' aria-required="true" aria-invalid="false" ><option value='' selected='selected' class='gf_placeholder'>Company Size</option><option value='1-100' >1-100</option><option value='100-500' >100-500</option><option value='500-3000' >500-3000</option><option value='3000-1000' >3000-1000</option><option value='10000+' >10000+</option></select></div></li><li id="field_9_7" class="gfield gf_right_half gfield_contains_required field_sublabel_below field_description_below gfield_visibility_visible" ><label class='gfield_label' for='input_9_7' >What Describes You?<span class="gfield_required"><span class="gfield_required gfield_required_asterisk">*</span></span></label><div class='ginput_container ginput_container_select'><select name='input_7' id='input_9_7' class='large gfield_select' aria-required="true" aria-invalid="false" ><option value='' selected='selected' class='gf_placeholder'>What Describes You?</option><option value='Employer' >Employer</option><option value='Benefit Consultant' >Benefit Consultant</option><option value='TPA' >TPA</option><option value='PEO' >PEO</option><option value='Other' >Other</option></select></div></li></ul></div> <div class='gform_footer top_label'> <input type='submit' id='gform_submit_button_9' class='gform_button button' value='Get Your eBook' onclick='if(window["gf_submitting_9"]){return false;} window["gf_submitting_9"]=true; 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