Shifting Customer Care from Good to Excellent and Beyond

Newest quote on our office walls.

Newest quote on our office walls.

The Healthy Living Customer Care Team recently read and responded as a group to an article, Moving Your Call Center’s Customer Service from Good to Excellent. Exercises like this are part of Healthy Living’s commitment to continuous growth, especially in the area of customer service. This also relates to three of our company’s Core Values:

  • Get better every day
  • Pursue ongoing learning
  • Build a positive team

We know that our business does not exist without our customers and members, so it is of utmost importance to keep them happy and satisfied with superior service and unexpectedly positive care. We want our customers to know that we appreciate their business and never take them for granted.

This article explains that there are eight essential customer service skills needed for delivering superior customer service:

  1. Greeting
  2. Active listening
  3. Communication skills
  4. Diffuse anger
  5. Empathy
  6. Team building
  7. Ability to apologize/recover (when necessary)
  8. Resolution

We agree with the author that “it is our actions, words, promises, and commitment” that create an exceptional and memorable customer experience, and that is our goal and intent with every customer interaction, every day.

We love to help!

Exciting Diabetes Technology Is Emerging for 2018

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We are hearing really great news about new diabetes technology becoming available in 2018. This September, Dexcom submitted its G6 continuous glucose monitoring (CGM) sensor for approval with the FDA, and a U.S. launch is expected sometime in 2018. This sensor will most likely allow for longer wear and will require only one fingerstick calibration per day. It also features a thinner transmitter and a redesigned one-button inserter. Dexcom is also suggesting that a no-calibration-needed version of the G6 could be available by the end of 2018. Learn more about the updated sensor at both of these links:

We’re excited about this and other near-future technological advancements in diabetes tech – including the flash glucose monitoring system from Abbot, the possible launch of a Medtronic standalone CGM, and much more. More options give providers and patients more choices for managing diabetes – and that is something we’re all excited about!

We love to help!

Sherece Is Our Final 2017 Healthy Living Player of the Week!

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Congratulations on receiving Player of the Week recognition for the second year, Sherece! Rickelle nominated Sherece and shared these thoughts:

“She works really hard with the Customer Service Team and also helps us in the Pharmacy! Sherece is a very awesome person and a hardworking individual with such a bright personality! She is greatly appreciated for her hard work and dedication, and this is my Thank You to her for all of her help!”

We all love working with Sherece, and it’s a joy to be on a team with her here at Healthy Living!!

We love to help!

Six Questions to Consider When Choosing Your Diabetes Supply Provider

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When you’re getting ready to choose a diabetes supply provider and doing your research, think about some of these questions to help you make an educated decision.

6 Questions to Consider When Choosing Your Diabetes Supply Provider:

1. Will you spend time on hold when calling in?

It is rare to be on hold longer than 15 seconds waiting to speak with a Healthy Living customer care agent.

2. Will you speak with an agent who is competent about the available products?

We frequently engage our team in all forms of learning experiences about the products we provide to our members. Our team has a deep level of knowledge regarding the products and services that we provide and support.

3. Does the company understand that you are busy?

Healthy Living gets it that most people are really on the go so we offer many ways to reach us and make it easy to approve your refills (phone, text, or email). We also offer web chat.

4. How do they take customer feedback?

We routinely measure how we're doing in the area of customer service by using the Net Promoter Score benchmark and survey. In fact, if you go to our website right now (myhlms.com), there is a survey in process and it will pop up on the home page. Customers may also leave feedback at any time via our Contact page. 

5. What do others say?

Healthy Living Medical Supply and many other suppliers are on social media. Search Twitter for the names of the companies you are considering for your supply needs -- what kind of feedback have they received, and can you find complaints or praise about the company? Search Google and read the company’s reviews. Check their Facebook page as well for customer feedback.

6. Do they have banker’s hours?

Many companies in the diabetes supply business offer hours that are not especially convenient for the busy lives that we all lead. Healthy Living is open until 6 pm each weekday and offers weekend service from 9 am – 3 pm on Saturdays as well. Our goal is to be responsive to the needs of our customers so that they never run out of their critical diabetes supplies.

Get in touch with Healthy Living at 866.779.8512 (phone), 248.577.9903 (text), or via webchat at myhlms.com. We are ready to help!

Grateful for Gratitude: 7 Surprising Health Benefits of Feeling Thankful

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“Gratitude makes sense of our past, brings peace for today, and creates a vision for tomorrow.”
             -- Melody Beattie

At Thanksgiving, many of us pause and take a little extra time to consider what we’re thankful for. Beyond November, gratitude that is revisited throughout the year can have awesome benefits for the person with the grateful heart as well as the friends and family who interact with him or her. Check out this article to learn about the positive health impacts of practicing gratitude. Here is a preview from the article…

7 Surprising Health Benefits of Gratitude

  1. Gratitude can make you more patient
  2. Gratitude might improve your relationships
  3. Gratitude improves self-care
  4. Gratitude can help you sleep
  5. Gratitude may stop you from overeating
  6. Gratitude can help ease depression
  7. Gratitude gives you happiness that lasts

Today I want to thank you for supporting the Healthy Living blog and our community. Happy Thanksgiving!

Happy Thanksgiving! Check Out Our Holiday Hours & Plan Early

We are all looking forward to getting together with our loved ones to celebrate Thanksgiving and join together in gratitude this week. We wanted to give you a heads up about our upcoming holiday hours to help you plan ahead so you will have everything you need for the holidays.

Healthy Living Holiday Hours:

  • Closed Thanksgiving Day
  • Open Black Friday, 8:30 a.m. – 6:00 p.m. EST
  • Closed Saturday, 11/25

Please contact us now if you need supplies or have any questions! Wishing you and yours a very Happy Thanksgiving! Enjoy the holiday weekend.

Dexcom CGM to Be Compatible with the Fitbit Ionic Starting Next Year

Fitbit Ionic

Fitbit Ionic

In September, Fitbit announced a collaboration with Dexcom to create and offer products to help people living with diabetes better manage their disease. The first product integration, coming in 2018, centers around the Fitbit Ionic Smartwatch, which will display data from the Dexcom G5 mobile sensor.

The Dexcom G5 is currently supported by the Apple iPhone (and subsequently through the Apple watch). Ever-growing innovation like the Fitbit Ionic/Dexcom integration will be helpful and encouraging to those living with diabetes, adding more convenience, better monitoring, and expanding options.

April! Our Second Player of the Week

Announcing…our second Player of the Week! April was nominated by Tammi and these were her comments:

I nominate April for all of her hard work and for stepping up and taking on many tasks in times of being short-staffed. Also for helping me with questions for walk-ins at the Troy office.

April has been working with Healthy Living for six years and is an integral part of our team. To April, the best thing about working at Healthy Living is that, “Because we are a smaller company, we have the opportunity to get to know everyone in the organization by having after-work social hours and seeing people in a non-work setting. It makes us a closer group and more like friends then just co-workers. The comfortable and relaxed atmosphere is why I enjoy working here.”

We are so happy to have the opportunity to recognize April today.

Let’s Celebrate Diabetes Awareness Month 2017!

It’s November, and this month the T1 & T2 diabetes communities join together to raise awareness about diabetes, the challenges that come with living with this condition, and the overall impact that diabetes has on millions of Americans.

Diabetes Self-Management offers Ten Ways to Observe National Diabetes Month. Check out this awesome article for more details about their list that follows...

10 Ways to Observe National Diabetes Month

  1. Commit to a new healthy habit for one month
  2. Seek out a diabetes-related event or activity in your area
  3. Seek out special Diabetes Month sales or other offers
  4. Observe World Diabetes Day on November 14
  5. Learn something new about diabetes
  6. Get more from your monitoring
  7. Start a conversation
  8. Knock something off your diabetes to-do list
  9. Seek out support
  10. Reach out to someone else with diabetes or pre-diabetes

Are You Ready for an Insulin Pump?

Insulin Pump (Photo courtesy of the Minnesota Department of Employment & Economic Development)

Insulin Pump (Photo courtesy of the Minnesota Department of Employment & Economic Development)

I put my head together with the Insulin Pump & CGM Therapy Team, George and Autumn, to help you understand the signs that it might be a good time to start using an insulin pump, the benefits of insulin pump therapy, and how to get started.

4 Signals That Adding a Pump to Your Diabetes Treatment Plan May Be Helpful:

  1. You’re tired of multiple daily injections
  2. Your blood glucose levels are fluctuating
  3. You’re experiencing insulin resistance due to frequent injections
  4. You desire better control of your diabetes

5 Benefits of Using an Insulin Pump:

  1. Fewer insulin injections
  2. More predictable and precise insulin delivery
  3. Fewer high and low spikes in blood sugar
  4. Only one type of insulin necessary
  5. Overall improvement in quality of life and a more flexible lifetstyle

Getting Started:

You can contact our Insulin Pump Therapy Team to find out more at 866.779.8512, Option 2 (phone) and 248.577.9903 (text). They will help you navigate the process of obtaining an insulin pump and answer your questions. For example, depending on your insurance type, authorization may be required, and some documentation may be needed, including a prescription, clinical notes from recent office visits, blood glucose logs, lab work, and proof of diabetes education. (Depending on your insurance plan, the process can take several weeks to complete.) We will also recommend that you have a conversation with your physician to discuss insulin pump therapy and which pump is best for you. 

On our Insulin Pump Therapy webpage, you can learn more about the three major pumps that we carry from OmniPod, Tandem, and Medtronic, as well as insurance coverage and life with an insulin pump.

Marissa Brings New Energy to Our Customer Care Team

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Welcome Marissa! One of our two newest employees, Marissa has been with Healthy Living for a little over a month. I had a great conversation with her recently, and here is the some of the scoop on this wonderful gal.

Marissa is a Customer Care Representative. She trained with mentors Christina and Amanda – there were online components to the training and the main focus was a goal-oriented, hands-on approach. She has always wanted to work in the City, and our headquarters is in Detroit. She says that downtown is an “awesome atmosphere” and “there is a lot of optimism in Detroit and here [Healthy Living].” Marissa’s favorite Detroit discovery so far has been Avalon Bakery & Café on Woodward.

For three and a half years before this, Marissa worked as a server. She is working toward becoming a wildlife vet with the (amazing) goal of starting a wildlife sanctuary. Marissa has a special place in her heart for the wellbeing of farm animals. She also loves to work out and is small but strong!

Insulin Pump Therapy Blog Round-Up

Over the last year or so of writing the Healthy Living blog, a topic that we continue to focus on is insulin pump therapy. There are so many benefits to using an insulin pump and so many questions about how to get started. Here is a round-up of some of our most helpful past blogs about insulin pump therapy (with links):

Healthy Living works with many insurance companies in Michigan and throughout the country to provide insulin pumps and pump supplies, including Medicare. If you have any questions about getting started with insulin pumps or CGM, please do not hesitate to contact our dedicated Insulin Pump & CGM Therapy Team at 866.779.8512, Option 2 (phone) or 248.577.9903 (text)

First 2017 Player of the Week: Dave!

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The season has begun – the Healthy Living Player of the Week is back. Last fall, four Healthy Living team members were chosen and featured on our blog. Players of the Week are nominated by their coworkers for working hard, making key plays, and sacrificing for the team.

Dave was nominated by Sherece, and these were her comments: He is a great co-worker to work with. David is always willing to help out, answer questions, and problem solve…and he is funny.

Dave’s favorite thing about working at Healthy Living is being able to make a difference in someone else’s life, and his role is to make sure orders are shipped out on time and properly. We are all so lucky and blessed to work with Dave, our first 2017 Player of the Week.

Kicking Off the Party at Little Caesars Arena & Mike’s Pizza Bar

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Mike’s Pizza Bar is truly a tribute to Mike Ilitch. Healthy Living had a teambuilding event at Little Caesars Arena in late September that began with dinner at Mike’s Pizza. Mr. Ilitch’s favorite phrases and mottos line the top borders of the walls, like “You’re Only as Good as the Last Pizza You Made.” There are also pictures of him playing during his baseball career.

After dinner and listening to a relevant speaker, we entered the arena right from Mike’s Pizza, and about 25 of us watched the pre-season game against Chicago. The new space is beautiful, and it was awesome to see it right after it opened! Find a way to check out the new arena, whether it's to see the Red Wings, Pistons, or another event. It’s interesting to see how different it feels from the Joe! Detroit’s season home opener was October 5 against Minnesota, so the regular season is now in full swing. Go Wings!

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Animas Pump Line Shuts Down with Transition Plan in Place

On October 5, Animas Corporation announced that it is discontinuing manufacturing and sale of Animas Vibe® and One Touch Ping® insulin pumps. Medtronic will assist existing Animas pump patients, caregivers, and providers with the transition, including ensuring access to proper supplies. We know this news may be unsettling to our Animas customers, however, from what we understand, you will still be able to access pump supplies and support for quite some time. Learn more about the transition by visiting www.medtronicdiabetes.com/Animas. For the ‘Nuts & Bolts’ of the change, read Mike Hoskins’ article on Diabetes Mine.

You are welcome to call our Insulin Pump Therapy Team to learn more as well. Healthy Living works with Medtronic, Omnipod, and Tandem – all manufacturers of excellent insulin pumps – and our Team is well-versed in all of their product lines. We are in network with all major insurances in Michigan, including Health Alliance Plan of Michigan, Blue Cross Blue Shield, Priority Health, state Medicaid, and Medicare for insulin pumps and pump supplies. You can reach us at 866.779.8512, Option 2 (phone) or 248.577.9903 (text).

Going Above & Beyond – The Only Way We Know to Take Care of Our Customers

Autumn saved the day!

Autumn saved the day!

Last Friday morning, Autumn, a member of our Insulin Pump Therapy Team, received a voicemail from a very concerned customer. Her current insulin pump supplies were all under recall at Medtronic, so she had sent everything back. She had no supplies heading into the weekend and was worried about how she would be able to continue use of her pump during this time.

Same-day service is something we are typically able to offer to hospitals in the area, but this was a different scenario. Given the urgency of the situation and our goal to make sure our patients NEVER run out of supplies, Autumn conferred with her colleagues and our shipping team, and we were able to make an accommodation for the patient to receive her Medtronic insulin pump supplies the same day.

We are thankful that we could help our customer avoid any lapses in using her pump and stay healthy. This is the Healthy Living way…going above and beyond for our patients. Always.

Fingerstick-Free FreeStyle Libre Flash Glucose Monitoring System Has Been FDA Approved

The FDA has approved Abbott’s FreeStyle Libre Flash Glucose Monitoring System for adults, a glucose monitoring system that does not require a blood sample for calibration. Continuous glucose monitoring (CGM) systems require a finger stick for calibration approximately 2-4 times a day. The FDA Press Release describes how this flash glucose monitoring system works:

The FreeStyle Libre Flash system reduces the need for fingerstick testing by using a small sensor wire inserted below the skin’s surface that continuously measures and monitors glucose levels. Users can determine glucose levels by waving a dedicated, mobile reader above the sensor wire to determine if glucose levels are too high (hyperglycemia) or too low (hypoglycemia), and how glucose levels are changing.

This new system could be a game changer for people with diabetes, reducing the cost of supplies and the discomfort of performing daily finger sticks, and creating the need for less site changes since the sensor can be used for 10 days. The FreeStyle Libre Flash Glucose Monitoring System should be available by the end of the year. We’re here to answer any questions you may have at 866.779.8512 (phone) or 248.577.9903 (text).

A Beautiful Sunday Morning at the JDRF One Walk to Find a Cure for T1D

The Healthy Living table at the One Walk...check out the Jenga tower!

The Healthy Living table at the One Walk...check out the Jenga tower!

It was really a glorious morning for the JDRF One Walk on Sunday, a couple of weekends ago! There was a lot of great energy on the Detroit Riverfront with music, snacks, and kids’ activities (like bouncehouses)! Many teams, big and small, came ready to walk in support of their friends or family members with T1D.

Healthy Living sponsored a table, and we had a good chance to talk with a lot of people. We greeted them, offered stress balls and bubbles, and also had the opportunity to answer questions about our services. The hit of the morning at our table was giant Jenga. Many groups of kids played, and some of the race volunteers put a lot of concentration into the game. One young guy built a tower to the point where there were no more possible moves. (Check out the picture attached to this blog.) Very impressive!

JDRF always puts on amazing events, and we were proud to participate in this year’s Detroit One Walk.

Net Promoter Score Survey in Process with Feedback Starting Strong

Visit myhlms.com to complete our Net Promoter Score survey.

Visit myhlms.com to complete our Net Promoter Score survey.

Healthy Living periodically surveys our customers to monitor our Net Promoter Score (NPS), a measure of customer satisfaction and loyalty. We have an active survey in process again this year on the home page of our website, and we are also collecting responses via phone, text message, and web chat. This is the third time in a few years that we have sought this kind of quantitative feedback.

The survey is based on a scale of 0-10 (with 10 being best) and asks one question: How likely are you to recommend Healthy Living to a friend or co-worker? There is an opportunity to give written comment as well. Based on the current round of responses, we currently have a Net Promoter Score of 66. Over the last 30 days, we have had 69 customers submit responses to the survey on our website and on the phone. Fifty-four of these customers gave us a 9 or a 10.

As we have shared on our blog in the past, it is our promise to our customers, health plan partners, and provider partners that when you contact Healthy Living, the customer care agent will be friendly and warm, knowledgeable about the products and disease, and will solve any issues you might be experiencing.

You can visit our website at myhlms.com to complete the brief, one-question survey. Or, you can submit your response directly to an agent the next time you call, chat on our website, or text. We look forward to hearing from you – thank you for helping us continually improve.

Insulin Pumps & Medicare: Getting Rolling with Healthy Living

Family enjoying a beautiful day! (Thinkstockphotos.com)

Family enjoying a beautiful day! (Thinkstockphotos.com)

One of our specialties at Healthy Living is helping patients get up and running with insulin pumps and continuous glucose monitors while working closely with their physicians and insurance providers. We are a Medicare insulin pump supplier and our Insulin Pump Therapy Team frequently serves Medicare members from Michigan and around the country.

When Medicare beneficiaries contact our Insulin Pump Therapy Team, George and Autumn are ready to answer questions and get the ball rolling. The first thing that they do is begin insurance verification and help patients understand the necessary steps for obtaining Medicare’s approval for a new pump. There are certain lab results and documentation that need to be collected in order to confirm patients qualify for the insulin pump per Medicare guidelines.

After approval, when Healthy Living supplies Medicare insulin pumps, they begin as a rental, and the patient may be responsible for a monthly copay depending on supplemental insurance coverage. After 13 months, the pump belongs to the user and it remains under warranty from the manufacturer for four years. Healthy Living continues to provide insulin pump supplies, with the patient approving the refill order monthly via text, phone call, or email.

Our goal is to make it as easy as possible for Medicare members to obtain insulin pumps to improve their personal diabetes management and simplify their lives. Reach us with any questions at 866.779.8512 (phone) or 248.577.9903 (text).