Once you make a request to either JOY or directly to a 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.