HLMS Customer Service

Considering an Insulin Pump? Let Us Run a No-Cost Insurance Benefits Check for You

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Are you ready for an insulin pump? There are many benefits to using this technology, and a few of the big ones are:

  • Fewer insulin injections
  • More predictable and precise insulin delivery
  • Fewer high and low spikes in blood sugar

Many insurances cover insulin pump therapy for their members, and our team knows how to get customers up and running quickly. We can run a no-cost insurance benefits check to find out if you’re covered and help you understand your options.

Just complete the form below or call our Insulin Pump & CGM Team at 866.779.8512 (Option 2) to start the conversation. Our experienced team can help you navigate the enrollment process and answer your questions.

Name *
Name

Healthy Living Is Here for You - on Saturdays Too!

We are always looking for ways to make life easier for our Healthy Living customers! We know that when you’re working full time (or just really busy), it’s often hard to make calls during the normal 9 am – 5 pm business hours. That’s why we have consciously chosen to offer extended weekday hours, from 8:30 am – 6 pm, and we’re also open on Saturdays from 9 am – 3 pm. Our Saturday service means that we are open 45 more days a year than many other suppliers you may come across. Give us a call – we’re here for you!

Using Key Performance Indicators to Improve the Customer Experience

To keep our customer service performance top notch, Healthy Living is always evaluating our KPIs (Key Performance Indicators). One of these is the Average Speed of Answer or ASA. This metric tells us how long customers and providers are waiting to speak with an agent when they call. Our goal in this area the “80/20 Rule” – we strive to answer 80% of our calls within a 20 second or less wait time.

Our ASA fluctuates daily and monthly, but we always watch this number and try to keep getting better. Here are our latest stats:

  • December, 2017 – average of 19 seconds
  • January, 2018 – average of 21 seconds
  • February, 2018 – average currently at 26 seconds

By monitoring Key Performance Indicators like Average Speed of Answer, we are more aware of what our customers are experiencing and hold ourselves more accountable, all so that we can continuously improve.

Curious About CGM? Let Our Team Run a No-Cost Insurance Benefits Check for You

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Interested in Continuous Glucose Monitoring (CGM) to better manage diabetes? Did you know that most people with type 1 diabetes on commercial health insurance have CGM coverage?

We can run a no-cost insurance benefits check to find out if you’re covered. Just complete the form below or call our Insulin Pump & CGM Therapy Team at 866.779.8512 (Option 2) to start the conversation. Our experienced team can help you navigate the enrollment process and answer your questions.

Name *
Name
Phone *
Phone

Shining a Spotlight of Appreciation on Healthy Living Shipping

“As a shipping and receiving team, it’s a team effort – we all realize that we’re customer service and getting shipments out in a timely manner and correctly is our ongoing goal.”
                                    – Steve, Healthy Living Shipping Manager

While they don’t interact directly over the phones with our customers, Shipping is an integral component of our approach to excellence in the area of customer service.

Steve is our shipping manager, and he has been working with Healthy Living for over ten years! He has worked in shipping for about eight years, and before that he drove our DME truck. Steve gave me some ‘vital stats’ of our shipping process.

7 Key Facts About Healthy Living Shipping

  1. We ship with UPS & USPS.
  2. Shipments for new patients take 1 to 2 days to arrive.
  3. Refills are scheduled through the Customer Care Team and arrive to customers in 3-4 days.
  4. Insulin is cold-packed and arrives the next day.
  5. Customers can have pharmacy and supply orders shipped together.
  6. To obtain tracking info, customers can call us or give us their email and we’ll send it to them. We also send out text messages with tracking information to our customers.
  7. Reminder: Be sure to give the Customer Care Team (phone: 866.779.8512 or text: 248.577.9903) your change of address to avoid causing delays to your shipments.

Meet Our Shipping Team

The Healthy Living Shipping Team is made up of five team members, and all of them have been working with Healthy Living for at least three and a half years. They are a great team!!

ANDREW

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TAMMI

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RYAN

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STEVE

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LEO

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Leo had some great insight into our work environment: “It’s important to be able to work in a stress-free environment. It’s not really about the job you have that determines happiness, but the people around you. We get along, and people help one another out and appreciate each other. That common denominator, along with empathy, make this a great place to work.”

Putting Our Heads Together for Healthy Living Customers

As part of our ongoing work to better serve our patients, Healthy Living has a Performance Improvement Team that meets monthly to discuss how Healthy Living can grow stronger, both departmentally and as a whole. The team is made up of one or two representatives each from the billing, customer care, shipping, and pharmacy departments. Some suggestions and action items have included:

  • Creating tighter communication between shipping and customer service, and different tools for keeping communications flowing
  • Enhancing our process for sending shipping notifications to customers
  • Determining corrective action for the issue of damaged packaging, including the acquisition of smaller boxes to ship smaller orders
  • Expanding the training experience for customer care representatives

The PI Team also reviews feedback for improvement submitted from customers and employees and forms an action plan for implementing this feedback. Our Performance Improvement Team, and the time we are putting into collaborative conversations, are directly related to our goal of continuous improvement in all we do. Hopefully our customers will see and feel the difference over time!

We love to help!

Happy Holidays, Friends!

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To our customers, partners, patients, employees, and friends, we would like to wish you very Happy Holidays! We thank you for working with us, and we appreciate you. Stay warm and enjoy these special days!

Healthy Living Holiday Hours

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We hope your holiday preparations and festivities have been wonderful so far! We have a busy couple of weeks coming up with lots to celebrate! We want to let you know about Healthy Living’s hours for the rest of the year to make it as easy as possible to reach us, and so you can plan ahead (and make sure you have all the supplies you need on hand).

  • Friday, 12/22: 8:30 am – 6 pm (Regular Hours)
  • Saturday, 12/23 – Monday, 12/25: Closed
  • Tuesday, 12/26 – Friday, 12/29: 8:30 am – 6 pm (Regular Hours)
  • Saturday, 12/30 – Monday, 1/1: Closed
  • Tuesday, 1/2/2018: Regular Hours Resume (8:30 am – 6 pm on weekdays & 9 am – 3 pm on Saturdays)

Stay warm and we’ll talk to you soon!

We love to help!

Are You Ready for CGM?

A continuous glucose monitor is a small wearable device system that tracks your glucose throughout the day and night, notifying you of highs and lows so you can take action when needed. Continuous glucose monitoring (CGM) helps many people with diabetes obtain greater insight into what is happening with their blood sugar levels and trends.

Benefits of CGM  

  • The CGM system monitors blood glucose levels in the interstitial tissue every five minutes, offering much more information than four to eight finger sticks per day.
  • CGM is very useful when you are struggling with nighttime lows, providing alarms and alerts.
  • Continuous glucose monitoring is great for pediatrics because their parents and caregivers can remotely monitor the CGM data from their smartphones.
  • Both Medtronic and Dexcom sensors and transmitters are water-resistant, if not waterproof. They are both relatively small and discreet to wear.

CGM & Insurance Coverage

  • Most commercial insurances cover CGM, and the end of the year is a good time to consider CGM since at this time deductibles are often satisfied.
  • Most insurances require a prior authorization on file, so it is essential that patients meet with their endocrinologist to discuss CGM. This is a good first step for obtaining a CGM system. 
  • Currently, no Michigan Medicaid plans consistently approve CGM, and plans will require a pre-authorization if the CGM is covered.

Starting with CGM

  • It is easy to begin using CGM, and you don’t have to commit to an insulin pump. Many patients using multiple daily injections (MDI) report that they get tighter blood glucose through the combination of MDI and CGM.
  • From start to finish, a CGM enrollment will take commercial members roughly 1-14 days and Medicaid members 2-4 weeks.

Get in Touch

Healthy Living’s Insulin Pump & CGM Therapy Team can help guide you through the process of starting with CGM and will work with your insurance company. You can reach us at 866.779.8512 (Option 2). Learn more about CGM on our website.

We love to help!

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!

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!

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)

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).

Tandem t:slim X2 & Dexcom G5 CGM Have Teamed Up!

  Playing in the backyard (thinkstock.com)

Playing in the backyard (thinkstock.com)

A new insulin pump & CGM duo has been FDA approved. The t:slim X2 Insulin Pump is now compatible with the Dexcom G5 Mobile CGM! Tandem is currently sending software updates to existing t:slim X2 Pump users who want to add the CGM feature from home using their personal computer.

We are ready to take questions about this update and process any orders. Call us at 866.779.8512 (Option 2) to reach our Insulin Pump Therapy Team for knowledgeable service.

New Saturday Hours Starting This Weekend!

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As a company focused on making things as easy as possible for our customers, we want to be responsive to their needs and continually improve our service. Our new Saturday hours begin on August 26. We will be open from 9 am – 2 pm EST. We are looking forward to serving you during this time!

Saturday hours are starting on a trial basis, and during this time, staffing will be limited. Please be patient if you call us and don't reach an agent as quickly as you normally would. Texting us or web chatting are great options as well for the weekend! Here is our contact information with all of the great ways to reach us:

CONTACT US

Text: 248.577.9903

Chat: myhlms.com

Phone: 866.779.8512

Fax: 866.779.8511

At Healthy Living, we realize that diabetes is a complex disease, and that is one of the big reasons we have expanded our hours to be available on the weekend. Whether it’s enrolling, placing a new order, checking on a prescription or order status, or another question or concern, we are prepared to help. Since many doctors’ offices and insurance plans are only open on weekdays, we may not be able to contact them on your behalf during Saturday hours. Please know that we will do our best to help in any way possible within our means.

We’re looking forward to working with you soon!

Rickelle Keeps Things Super Friendly in the Pharmacy

  Rickelle in the Healthy Living Pharmacy (photo by Jennifer O'Donnell)

Rickelle in the Healthy Living Pharmacy (photo by Jennifer O'Donnell)

Meet Rickelle! Rickelle is Healthy Living’s newest Pharmacy Technician, and she has been working here for about seven months. She mostly works with our inhalation patients, including checking in with them regularly to see if they need refills on their supplies. Rickelle also works with new pharmacy patients to help them begin receiving prescriptions from Healthy Living Pharmacy, ensuring that each new patient has a smooth and successful transition.

Rickelle believes that it is extremely important to build relationships with her patients, and it shows. She makes each conversation and interaction with her patients memorable, pleasant, and cheerful. This wonderful woman is very caring and will always go the extra mile for Healthy Living patients to make them feel comfortable and valued.

Describing the philosophy of the Healthy Living Pharmacy team, Rickelle says, “The most important thing for the patients to know is that we care about their privacy and convenience, and we work to save them a trip to the pharmacy by delivering their package to their doorstep, free of delivery charges.” She also explains that she and the pharmacy team create easy transitions for pharmacy transfers and, “For any of our patients who need refills, we will contact the doctor for them.”

Outside of work, Rickelle loves spending time with her one-year-old daughter, Serenity, and her six-year-old son, Jamal. Summer is a wonderful time for Rickelle and her family because they love getting outside and playing at the park! On Sundays, Rickelle and her kids devote their time to church and family.

Rickelle explained, “What I like most about working at Healthy Living is that everyone is all about teamwork and they're all friendly! They are very serious about their work and also making sure that patients are satisfied at the end of the day.”

We are so thankful that Rickelle is part of our team!