The “Start Here” page that saves HR teams in February

Late January is when HR teams feel the shift.

Open Enrollment is behind you, but the real volume is just warming up: first paychecks with new deductions, first claims and bills, first “where do I find my ID card,” first life events of the year. February is when the same questions start repeating, and your inbox becomes a relay race between payroll, carriers, vendors, and employees.

If you do one thing to make February easier, build a single “Start Here” page.

Not another benefits portal. Not a bigger FAQ.

A simple front door that routes people to the right next step in under 30 seconds.

And it matters because the system is stacked against employees and HR.

• 85% of survey respondents said they have received a medical bill with confusing or questionable charges.
• Employees are paying meaningful portions of premiums, which makes “is this right?” questions about deductions and coverage feel urgent.
• HR leaders have been saying out loud that the work has become too much, and that the tech and infrastructure gaps make it harder.

A “Start Here” page is one of the few moves that reduces noise without asking HR to work longer hours.

What a “Start Here” page actually is

A “Start Here” page is a short, mobile-friendly page (or card in your intranet) that answers one question:

What are you trying to do today?

It gives employees 5 to 7 clear choices, then routes them to a specific next step with the minimum needed context.

Think buttons, not paragraphs.

It should feel more like “choose your path” than “read this guide.”

Why February is the make or break moment

By February, the questions that are going to repeat all year have already revealed themselves. If you can reduce repeats now, you do not just survive Q1. You protect the rest of the year.

And the issues are predictable:

1. Payroll deductions look different than expected
2. Claims and bills arrive, and people cannot tell what to do next
3. Provider search and “is this covered” questions spike
4. Life events (new baby, marriage, move, leave) force plan rules to matter fast
5. Tax and reporting season adds extra confusion and deadlines

On that last point, even the IRS is explicitly trying to reduce administrative burden in 2026: employers now have an alternative method for furnishing Form 1095-C, where posting a clear notice and fulfilling copies upon request can satisfy the furnishing requirement.

In other words, the world is moving toward “make it easier to get what you need” instead of “send everyone everything.”

Your “Start Here” page should do the same.

The five paths that eliminate most Q1 questions

If you only build five options, build these. They cover the bulk of Q1 volume for many HR teams.

Path 1: My paycheck changed

Goal: confirm whether it is expected, and route true issues to payroll fast.

What to ask (one step):

• Which paycheck date?
• What changed, more taken out or less?
• Did you add or change coverage this year?

What to do next (two outcomes):

• If expected: explain the top 3 normal causes in plain language (new elections effective date, per-paycheck changes, dependent tiers)
• If not expected: send them to one payroll contact path with required details prefilled

Path 2: I got a bill or claim I do not understand

Goal: reduce panic tickets and stop “HR, is this right?” loops.

Start with the one line that prevents chaos: An EOB is not a bill.

Then give a 3-step checklist:

1. Confirm if it is a bill or an EOB
2. Match the bill to the EOB
3. If it does not match, call the provider billing office and then the plan support line with the claim number

This matters because confusing bills are the norm, not the exception.

Path 3: I need my ID card or proof of coverage

Goal: instantly deflect repeat asks.

Give two options:

• Digital card link or app instructions
• “Did not receive a card” escalation with the exact fields needed (member name, dependent name if applicable, plan, address)

Path 4: I need to find care or check coverage

Goal: prevent expensive missteps and reduce “is this covered” tickets.

Give:

• Provider search link plus “before you book” reminders
• Simple guidance on in-network versus out-of-network
• A short “call this number for benefits verification” script employees can copy

Path 5: I need to update a dependent or life event

Goal: reduce compliance risk and speed up time-sensitive changes.

Keep it simple:

• “What happened?” (marriage, baby, move, leave, loss of coverage)
• “When did it happen?”
• “What do you need to change?”

Then: the correct link, the doc list, and the deadline policy summary.

Also, this is where many employees still want a human touch during sensitive life moments, so include a clear “talk to a person” option without shame.

The design rules that make it work

Most “Start Here” pages fail because they become a mini handbook. Do the opposite.

Rule 1: One screen, one decision.
Buttons first. Explanations second.

Rule 2: Use outcomes language.
“Fix a payroll deduction issue” beats “Payroll resources.”

Rule 3: Write like a calm coworker.
Short sentences. No benefits jargon unless you define it.

Rule 4: Every path ends in a next step.
A link, a number, a form, or a clear escalation.

Rule 5: Make HR the last stop, not the first.
HR should handle exceptions, not act as the router.

The easiest way to launch in 7 days

Day 1: Pull 30 days of questions or tickets. Pick your top 5 categories.
Day 2: Draft the five paths. Keep each path under 120 words.
Day 3: Build the page in your intranet, HR portal, or even a simple doc with buttons.
Day 4: QA with payroll and your benefits admin. Remove anything ambiguous.
Day 5: Soft launch to a pilot group or one department.
Day 6: Add two missing items you forgot (there will be two).
Day 7: Announce it with one sentence: “Start here if you need help with benefits.”

If volume does not drop immediately, that is okay. Your first win is fewer repeats and fewer handoffs.