Benefits Question Line

Employees ask their benefits questions in plain language and get clear, cited answers pulled straight from your plan documents, so they stop guessing and HR stops re-typing the same reply.

For HR & Benefits Teams Employees & New Hires People Ops Leaders Managers
Sample prompt to Joy's Assistant

Using our benefits documents in the Knowledge Center, answer benefits questions in plain language and cite the plan and page. Start with: is [procedure] covered under our [plan name], and what would I pay out of pocket?

What it can look like

An illustrative example. Your output will reflect your own sources, data, and prompts.

Using our benefits documents in the Knowledge Center, answer benefits questions in plain language and cite the plan and page. Start with: is an MRI covered under our PPO plan, and what would I pay out of pocket?

Yes, an MRI is covered. The details come from your 2026 PPO Summary of Benefits and Coverage in the Knowledge Center, in the diagnostic imaging section on page 4.

An MRI is covered under the PPO plan as diagnostic imaging, and what you pay depends on where it's done and whether you've met your deductible.

  • Freestanding imaging center. Covered at 80% after your deductible. If you've already met the $1,500 individual deductible, you'd pay 20% coinsurance on the negotiated rate (2026 PPO SBC, p. 4).
  • Outpatient hospital. Same 80/20 split, but hospital imaging is usually priced higher, so your 20% share is larger. The plan notes this on the same page.
  • Prior authorization. Advanced imaging like an MRI needs prior authorization from the plan before it's scheduled, or the claim can be denied (2026 PPO SBC, p. 11).

So the covered-but-cheaper path is a freestanding center after prior auth. If you haven't met your $1,500 deductible yet, you'd pay the full negotiated rate until you do, then 20% after that.

Want me to compare this against the HDHP plan so you can see which one costs less for imaging this year?

From question to cited answer in seconds

Benefits Question Line lets any employee ask a benefits question the way they'd ask a coworker, and get an answer grounded in your actual plan documents, with the plan name and page cited so they can trust it.

  1. Upload your benefits documents

    Add your summaries of benefits, plan comparison charts, and enrollment guides to the Knowledge Center. Joy indexes the full text and keeps the current plan year straight.

  2. Describe what you need

    An employee asks in their own words: "is an MRI covered?", "what's my deductible?", "how does the 401(k) match work?", no benefits jargon required.

  3. Review the cited answer

    Joy replies in plain language and cites the plan and page it drew from, so the employee (and HR) can see exactly where the answer came from.

  4. Use it where you work

    The employee gets what they need in the chat. If they want it in an email to their spouse or a note to HR, they copy the text straight into their own tools.

  5. Make it one click for your team

    Save this ask as a custom command on the assistant your team already uses, so anyone can run it in one step.

Make it yours

Plan-Level Citations

Every answer names the plan document and page, so employees know it came from your real coverage, not the internet.

Plain-Language Replies

Joy explains deductibles, copays, and coinsurance in words a first-time enrollee understands.

Grounded and Permissioned

Answers come only from the documents you upload, and access follows the roles you already set.

Knows When to Hand Off

For appeals, life events, or anything outside the documents, Joy points employees to the right human contact.

Open Enrollment Helper

Answer the flood of plan-comparison questions during your enrollment window without adding headcount.

Retirement & 401(k) Line

Field match, vesting, and contribution-limit questions grounded in your retirement plan summary.

Dependent Coverage Q&A

Help employees understand who they can cover and what a qualifying life event changes.

Regional Plan Answers

Point staff to the right plan details for their state or country when coverage differs by location.

Frequently Asked Questions

How can employees get benefits answers without emailing HR?

They ask Joy in plain language and get an answer pulled from your uploaded plan documents in seconds, with the plan and page cited. HR only gets pulled in for cases that genuinely need a human, like appeals or qualifying life events.

Where do the answers come from?

Only from the benefits documents you add to the Knowledge Center: your summaries of benefits, comparison charts, formulary, and enrollment guides. Joy doesn't pull coverage from the open internet, so it can't invent benefits you don't offer.

Can it handle questions during open enrollment?

Yes. Open enrollment is exactly when the same plan-comparison questions come in dozens of times a day. Employees can ask which plan covers a procedure or how the deductibles differ, and get consistent, cited answers every time.

Is employee benefits information kept private?

Joy answers from your plan documents using the access rules you already set. It reads reference documents to explain coverage; it isn't a place to store or expose an individual's personal health details.

What happens when a question needs a real person?

For appeals, exceptions, or anything outside the documents, Joy says it can't confirm that from the plan materials and points the employee to the right HR contact instead of guessing.

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