HLMS Customer Service

Plan Ahead with Our Upcoming Holiday Hours

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Through December, Healthy Living will be open during our normal business hours with the exceptions of Christmas Eve (Monday, December 24) and New Year's Eve (Monday, December 31) when we will be open 9 a.m. to 2 p.m. EST. UPS shipping also doesn't run on either of those days, so shipments will take a bit longer than usual around those dates. We urge you to plan ahead with the holiday season upon us and the end of the year approaching to ensure that you have the supplies you need, when you need them.

We love to help! You can easily reach us at 866.779.8512 (phone) or 248.577.9903 (text).

Before Deductibles Are Reset, Start on an Insulin Pump or CGM System

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It's an excellent time time of year to go on an insulin pump, upgrade an out-of-warranty pump, or start using CGM...or at least investigate your options! For many people on commercial health insurance plans, deductibles are satisfied and reset on January 1st of the new year. Reach out to the Healthy Living Insulin Pump & CGM Therapy Team for a no-cost insurance verification to find out more about your coverage and costs. Reach us at 866.779.8512, Option 2 (phone), 248.577.9903 (text), or via chat at myhlms.com.

To find out more about the benefits of these technologies and the products that we offer, visit:

Healthy Living Heroes - Meet Christina

Christina defines compassion as, “Putting yourself in someone’s shoes and connecting with them on a personal level to make sure they know that you’re there for them.” She has been working as a Customer Care Agent along with insulin pump & CGM processing for three years.

Healthy Living Is Hiring!

Are you interested in working for a growing company in a great location in Downtown Detroit and helping make life easier for people living with diabetes? Healthy Living Medical Supply is always looking for excellent people who are 100% committed to providing exceptional customer care! Customer Care Agents ensure that every member receives superior customer service and support to ease the responsibility of managing their diabetes needs. Find out more about opportunities to join our team at myhlms.com/careers.

Getting Started with CGM & Medicare Is Simple

We recently highlighted the awesome news that Medicare now covers CGM for eligible beneficiaries. But how to qualify, and how to get started? Here, we will outline the requirements and the process for obtaining a continuous glucose monitor (CGM) as a Medicare member. Really, the simplest strategy is to start by calling us and speaking with Adam or George on our Insulin Pump & CGM Therapy Team. They will walk you through all of the information that follows!

The Requirements:

  • Testing blood sugar at least four times a day

  • Injecting insulin three or more times per day

  • An appointment with your doctor in the last six months

The Process:

  1. An interested Medicare member (you) calls us about CGM.

  2. We handle the communication with the doctor’s office to obtain the necessary documentation, including blood sugar logs, labs, and chart notes.

  3. We ask you to contact your doctor’s office to follow up, which often speeds up their response time.

  4. Healthy Living emails or mails you an Assignment of Benefits (AOB) form to sign and return (the format is your preference).

  5. After approval, your Dexcom G5 CGM and supplies will be shipped as a bundle, including transmitter, sensor, receiver, test strips, lancets, meter (if needed), and control solution.

  6. We will set you up for refills every 90 days, which you can approve via text, phone, or email.

To learn more, please call us at 866.779.8512 (Option 2) and speak with George or Adam. Our team is knowledgeable and well-prepared to help you obtain a CGM to better manage diabetes!

Medicare Now Covers CGM: Available through Healthy Living

 Medicare now offers reimbursement for the  Dexcom G5 Mobile System  for members who have type 1 or type 2 diabetes and intensively manage their blood sugar levels with insulin.

Medicare now offers reimbursement for the Dexcom G5 Mobile System for members who have type 1 or type 2 diabetes and intensively manage their blood sugar levels with insulin.

Medicare members now have access to a life-changing therapy for managing diabetes -- CGM. At Healthy Living, we are so excited that we can now offer Dexcom continuous glucose monitoring (CGM) to people living with diabetes on Medicare. CGM provides many benefits to users, including fewer daily fingerpricks and better insights into blood sugar trends. Dexcom CGM systems also work in tandem with insulin pumps and are an excellent addition to any diabetes treatment plan for closer monitoring, improved metrics, and more precise dosing.

Healthy Living can provide CGM systems, associated diabetes supplies, insulin pumps, and pump supplies to Medicare members. It is worthwhile to find out more about these advanced technologies. By calling us and talking with our Insulin Pump & CGM Therapy Team, you can learn more about how CGM and insulin pumps work and how they can benefit your diabetes management. We will also run a no-cost insurance verification check for you to learn more about your coverage.

Find out more about continuous glucose monitoring systems here. Get started by connecting with Healthy Living via phone at 866.779.8512 (Option 2) or text at 248.577.9903. Also chat with us on our website, myhlms.com.

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.