Texting with HLMS: A Short FAQ

Healthy Living has been offering a texting contact choice and refill option for a long time to customers. This is another way that we strive to make life simpler for our patients! Here are a few common questions we receive about texting - and hopefully some very helpful answers!

WHAT NUMBER SHOULD I USE TO TEXT HEALTHY LIVING?

Please text us at (248)577-9903 if you have questions. To text with a live agent, please use the same number: (248)577-9903. (You will see your regular refill notification texts come from (313)329-6400. You may also receive a text messages from Healthy Living Medical Supply from one of these alternate numbers: (313)306-8850 or (313)558-8328.)

Refill Notifications:

HOW MANY DAYS BEFORE MY SCHEDULED ORDER DATE DO YOU SEND THE REFILL REMINDERS?

We typically send out text message notifications two to four days before your order is scheduled to ship out. Being a few days ahead allows us to ensure timely delivery of your supplies so you never run out. As a backup to this system, we encourage customers to text us at (248)577-9903 when they have 10 days of supplies remaining.

WHAT IF I RECEIVE A REFILL NOTIFICATION BUT I WANT TO KNOW WHAT SUPPLIES I’M DUE FOR?

The best option would be to reply OTHER to the initial refill text. The system will then prompt you for a question/comment. You may also do this by replying APPROVE to the initial refill notification, being sure to ask your question after you receive the street address verification text. Either way, an agent will respond to you with a breakdown of the supplies you are scheduled to receive and you can then pick and choose the ones you currently need.

HOW DO TEXT REFILL NOTIFICATIONS WORK IF I HAVE BLUE CROSS BLUE SHIELD OR MEDICARE?

For Blue Cross Blue Shield and Medicare members, you’ll receive a refill notification letting you know that you have an order due. You may reply with one of the following options: APPROVE, DECLINE, or OTHER.

• If you reply APPROVE, you will be asked if you have fewer than 10 days of supplies on hand. If you answer YES, you will receive a message validating your current shipping address. If this address is NOT correct or you have any other questions, please reply and an agent will get back to you as soon as possible.

• If you reply NO when asked if you have fewer than 10 days of supplies on hand the system will respond with a question asking you to estimate how many days of supplies you have remaining. Please reply with the number of days so we can set up your supply order to go out accordingly.

• If you reply DECLINE to the initial refill notification, the system will send you a message back saying we’ll move your order back a few weeks but that you may text us at any time if you need your supplies sooner. Please reply to this message if your doctor has changed or if you have a change of address.

• If you reply OTHER to the initial notification you will be asked if you have a question or a comment. Please reply with your question or comment and an agent will follow up with you as soon as possible.

HOW DO TEXT REFILL NOTIFICATIONS WORK IF I HAVE A DIFFERENT INSURANCE BESIDES BLUE CROSS OR MEDICARE?

• You’ll receive an initial refill notification where you are asked to respond with APPROVE, DECLINE, or OTHER.

• If you reply APPROVE, you’ll receive a reply letting you know the street address we will ship the supplies to. If this street address is NOT correct, please reply with the updated address information, including city, state and zip. You may also ask a question at this point and an agent will get back to you. For example, you may ask, “What supplies am I due for?” after approving your order, and an agent will respond.

• If you reply DECLINE to the initial refill notification, the system will send you a message back saying we’ll move your order back a few weeks, but you may text us at any time if you need your supplies sooner.

• If you reply OTHER to the initial notification, you will be asked if you have a question or a comment. Please reply with your question or comment and an agent will follow up with you as soon as possible.

Other Texting Details:

MAY I TEXT A QUESTION OR COMMENT REGARDING MY ORDER EVEN THOUGH I DIDN’T RECEIVE A REFILL NOTIFICATION?

Yes, you can always text us at (248)577-9903, keeping in mind that our Customer Care Team is available Monday through Friday from 8:30 a.m.- 6:00 p.m. EST, with limited after-hours and weekend support.

MAY I SUBMIT PAYMENT INFORMATION VIA TEXT MESSAGING?

No. While our text messaging system is encrypted and secure, we advise against submitting credit card information via text. It is best to utilize our online, secure patient payment portal, or you may call us with your credit card information.

CAN I TEXT PICTURES WITH MY QUESTIONS?

Yes, it is often helpful for our members to text in photos of their meter, pump, or other supplies for troubleshooting purposes. You may also text in a photo of your insurance card if you change insurance providers.

MAY I TEXT IN MY NEW ADDRESS OR CONTACT INFORMATION?

Absolutely - if you move or change phone numbers, please text the new information to us as soon as possible to make sure we are sending your supplies to the correct address.

We look forward to texting with you soon! For now, have a beautiful day!

Welcome to Autopay & Our Patient Portal

At Healthy Living, we are always taking steps to make life easier for our customers. We work hard to make it simple to contact us, and we do as much of the necessary legwork as possible when it comes to communication with your health care and insurance providers. As we continuously strive to improve, a natural progression has been to offer a Patient Portal with a new Autopay option. This self-service tool allows you to enjoy 24/7 access to view and pay your invoices through a convenient, safe, and secure environment, with no additional cost. Here's how it works!

OUR PATIENT PORTAL

To pay your bill, please visit our Patient Portal. Have your account number and invoice number nearby. On our portal you can securely make payments and store multiple credit cards (including HSA/FSA cards) to use to pay deductibles, copays, and other related charges as necessary. Learn more about registering for the Patient Portal here.

HLMS AUTOPAY OPTION

Getting started with Autopay is easy! Just ask a rep to send you an invitation via email OR send you a code for registering at the site (press the red "Register via code" button at the site if the code option is chosen).

Why use Autopay? Keep life simple and never miss a payment. When enabled in the system, you will receive an invoice notification after your order ships and the claim has been processed by the insurance plan(s) we have on file. Twenty days after receiving the invoice, the default credit card stored on file in the bill pay system will then be charged. This 20-day period allows you to change or update your credit card before the charge goes through. By selecting email as your invoice delivery option, you will ensure timely receipt of any balance due.

The system also allows you to update your mailing address, email, and phone number on file. You can view past statements for any payments made via the portal and download these statements in PDF format.

CHECK IT OUT!

As you can see, our Patient Portal system is a great way to streamline bill pay for your diabetes supplies with Healthy Living! Give it a shot, or contact us with any questions!

Shipping and Tracking with HLMS

Okay! Your order has been placed. Are you wondering when you will receive your supplies? Here’s a little more information about Healthy Living’s shipping system and how we provide tracking notifications.

Our shipping service is noted for being fast, efficient, and reliable. Shipments will go out the same day from our Detroit, Michigan warehouse if the order has been received and processed prior to 3:30 p.m. We work with multiple carriers to ensure prompt and careful delivery to your home.

How can I track my package?

To track your order, the most important step is to make sure you have a valid email attached to your profile. Tracking information is automatically sent out via email to customers with an email address on file.

You will receive a shipping confirmation email with the tracking number the evening your order goes out. If you don't receive this email, please contact us the next day. You may also send a text message with your name and the word "TRACK" to 248.577.9903 to track your order.

To make things simple, we highly encourage our customers to provide their email address to their customer care agent at the time their order is placed. You can also call us anytime to have your email address linked to your account at 866.779.8512. Happy tracking!

Confidentiality & Compliance

You Can Trust Us.
With your health. With your care. With your information.

Rest assured, your medical information will always remain confidential. Other than the standard data we exchange with your doctor or insurance provider, the law prohibits the release of patient information to any other business, person, or entity, and we will always honor and respect your privacy.

Privacy of medical information and the protection of patient privacy is an essential component of Healthy Living's vision to be the diabetes supply provider of choice for patients and providers. Our staff members receive annual training regarding patient privacy and are required to pass tests on HIPAA (Health Insurance Portability and Accountability Act) and PHI (Private Health Information).

Compliance.

We’re committed to providing our patients, customers, and employees with the highest level of business ethics, accountability, and compliance with all applicable state and federal laws and regulations. Healthy Living Medical Supply follows compliance recommendations developed by its accreditation agency, Accreditation Commission for Health Care (ACHC) and other compliance best-practice organizations.

Looking for more details? Visit our Compliance page for more information and our Notice of Privacy Practices.

Celebrate the Season & HLMS Holiday Hours

This year, traditions may have changed a bit, and we may be stretching to connect with family and friends. In the meantime, let’s celebrate the season as we can! There is much gratitude, much light, and much hope to be found. We are right on top of the holidays now. Hanukkah has just passed, Christmas is this week and soon, the New Year!

Here are our special holiday hours for the rest of 2020.
Dec. 24, 8:30 am-12:30 pm | Dec. 25, Closed | Dec. 31, 8:30 am - 6 pm | Jan. 1, Closed

Have a beautiful holiday & a happy New Year!

HLMS Core Values: Creating a Culture of Service

Our Core Values set us apart. They guide how we treat each other as team members. Our values root the care, compassion, and concern that shape our customer service. We use these Core Values to inspire us to continue learning, growing, and improving. As we walk forward each day, these values guide our way and give us focus to do our best. I am thankful to be a part of Healthy Living, a group that cares so much about people (both within and outside of our organization) and serves generously.

Living, Learning, and Giving with Diabetes

When Christina started working at Healthy Living almost five years ago, she had already been diagnosed with Type 2 diabetes. It runs in her family. Since then, Christina has grown into a leader in HLMS’s customer care team. Her personal experiences with diabetes have informed her compassionate, understanding, and knowledgeable approach to customer service. And coming to know more about available diabetes management technology through working at Healthy Living has improved Christina’s own life with diabetes.

During our recent conversation, Christina explained to me that being diagnosed with Type 2 required a complete lifestyle change for her, including finding employment where stress levels were lower. Technology, specifically the Libre, has made a tremendous impact on her health. She can more easily see the connection between what she eats and her blood sugars, and Christina can make decisions in real time for medication therapies. This also increases her motivation to help others, because she knows what they are dealing with on a day-to-day basis.

Christina is currently a Team Leader for one of our insulin pump and CGM teams. Her group mainly works with referrals from Metro Detroit (and some out of state) , especially Ann Arbor, Farmington Hills, and Children’s Hospital. Referrals may come from CGM and insulin pump manufacturers or directly from doctor’s offices. Patients can also call us to find out more about starting the process. Christina’s team handles everything from start to finish, working with the doctor’s office and insurance, then coordinating shipment to the patient. Christina has noticed that as technology is advancing, availability to patients is also advancing as insurance companies are recognizing more and more the benefits of CGM and insulin pumps.

In our interview, Christina talked about the importance of making each patient feel like he or she is the only patient. And as Healthy Living grows, she believes that we need to continue to ensure that our team collaborates well together. Although the transition to working from home wasn’t difficult, Christina explained that communication is the biggest challenge, and our two best responses are our virtual touch-base meetings to keep everyone engaged and Slack. Slack an online team communication platform that Healthy Living has been using for years and has become even more important now as we work together, yet apart.

Christina really gave me more insight into Healthy Living and how other employees feel about being a part of our culture. She believes that what most sets us apart is that:

• We’re dedicated to taking care of customers first.

• We make it easier to live with and manage diabetes.

• Patients are more than just a number.

She finished by saying that everyone from the top down makes sure that patients are taken care of collectively. For example, when COVID-19 and the quarantine first started in early 2020, there was so much uncertainty about what supplies would be available in future months. Healthy Living proactively brought in an additional three months of supplies in advance to ensure that our patients would be covered.

Thank you, Christina, for your openness. We appreciated receiving a glimpse into your own experiences with Type 2 diabetes and your commitment to Healthy Living patients.

Healthy Living Warehouse Updates

We have great news all around about shipping at Healthy Living Medical Supply. Our team is working day in and day out to ensure that customers receive their shipments in a timely manner. One piece of this is a change in our transportation provider; we have moved to FedEx. There are some major benefits to this shift:

• In November, through FedEx, we will be able to offer Saturday and Sunday delivery to 95% of our customers.

• FedEx customer alerts now let our patients know when their product has shipped and also provide ETA and delivery notification (for this reason, please be sure to provide your email address to our customer care agents if you haven't already).

• And a huge advantage for our team - we'll be able to load pallets of to-be-shipped packages on the trucks, versus box by box in the past.

Warehouse safety remains a priority for Healthy Living's owners, management, and the entire shipping team. Thermal mirrors have been set up to scan employees' body temperatures when entering the building. Hand sanitizer is readily available, and masks and gloves are provided. Signs are also posted to remind visitors (and team members) to use personal protective equipment in the building.

Healthy Living has hired seven new employees since June, and several of them have joined our shipping crew with vast work experience in the area. We are so grateful for our awesome shipping team!

Communication and Accessibility with Healthy Living

You have probably heard us say this a few times before: providing stellar customer care is our number one priority. Two very major components of excellent service are communication and accessibility. We would like to remind you about the four easiest ways to connect with us. Which one is best for you?

TEXT

Text your name, date of birth, and any questions to (248)577-9903.

CALL

Speak with a customer care agent live at (866)779-8512.

FILL OUT OUR ONLINE FORM

Fill out the form here and an agent will contact you to assist with your questions or concerns.

CHAT

Chat with us online - click on the icon on the bottom right of the screen.

We love to help, above and beyond. Reach out, and we'll be here for you!

Special July 4th Weekend Hours

Good day! This is just a brief post to let you know about our upcoming special hours.

• Today, July 2nd - Open late, until 6:30 pm

• Friday, July 3rd - Closed

• Monday, July 6 - Reopen, regular hours

Have a very happy and safe holiday weekend! We’ll talk to you soon.

PLEASE SUBSCRIBE TO OUR BLOG HERE.

New Patient Portal for Online Bill Pay and More

Healthy Living now offers online bill pay through our Patient Portal! This self-service tool allows you to enjoy 24/7 access to view and pay your invoices through a convenient, safe, and secure environment, with no additional cost. This is one more way that Healthy Living is working hard to make our customers’ lives easier.

Access the Patient Portal now. You can also find a link on our homepage, myhlms.com. We hope that many of our customers will find this functionality very helpful!

Please subscribe to our blog here.

More Than Ready to Help with Firsthand Diabetes Experience

Meet our new Customer Success Advocate, Mike. He is here to provide concierge-style care to our patients who need some extra help. Mike steps in for special situations and troubleshooting, like getting an order out before a customer's insurance is about to expire or an authorization is about to end. Mainly, he reaches out to HLMS customers, three weeks after their new pump or CGM has shipped, to make sure everything is on the right track and to answer any questions that might have surfaced. How is the system working out for the customer? Is training underway or has it been completed? What other questions can we answer?

Because of his own experience living with Type 1 (himself and his son), Mike is the perfect person for this position, and we are so thankful he is part of the Healthy Living team. Mike uses an insulin pump and CGM himself, and he has been working in this field for eight years. He can assist our customers with working through any questions or concerns they might have, or he can point them in the right direction with a phone number to the manufacturer if questions are beyond his scope.

Mike, we are grateful for you and your special skill set that helps our customers so much.

Please subscribe to our blog here.

Family Owned, Diabetes Focused, and Michigan Based

Our team, at every level, cares so much about our work to serve the diabetes community, in Michigan and beyond. Healthy Living Medical Supply is a family-owned diabetes supply company. Due to our size and the personal investment of our owners, we can be responsive and innovative in the ways we take care of our customers.

Healthy Living was established in Michigan in 2005. We are headquartered in Detroit and serve many health plan members throughout the United States. But for most of our customers, we are a local company with local roots. In fact, we are the only medical supply company specializing in diabetes that is privately owned in the State of Michigan.

All of our ownership is involved in business operations at Healthy Living, at different levels and in different ways. The leadership and, as a result, our entire team, have empathy, compassion, and personal investment in taking the best possible care of our customers who are living with diabetes every day. We hope you experience this every time you interact with Healthy Living Medical Supply.

Please subscribe to our blog here.

Thank You from Healthy Living!

The Healthy Living team would like to say thank you, from the bottom of our hearts, to our customers, providers, and partners who continue to work closely with us during this time. Although this year has brought many changes for all of us, we always appreciate the opportunity to care for you and provide the best service possible. Our first priority is the safety of our patients and employees, and that continues to shape our decisions as we move forward. Please accept our gratitude as we journey through this time together!

Please subscribe to our blog here.

Many Thanks to Our Shipping Team!

Thank you, thank you to the Healthy Living shipping team! The team is still working in our Troy, Michigan warehouse, while the rest of our HLMS employees headquarter in their homes. The shipping team is the final step in getting you the supplies you need, when you need them. They wear masks and gloves and maintain social distance, working hard and working efficiently. We appreciate their commitment to Healthy Living and our patients. Many thanks today and always!

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Working from Home, Caring for You

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Probably like many of you, our Healthy Living team continues to work from home during this time. We just want to give a shout out from all of our home offices to our patients and partners. Thank you for your patience with us in any part of this transition that has not been seamless. We are always striving to bring you the best possible care and to continue to improve every day. We hope to offer you encouragement with every interaction we have together! Take care and be safe.

UPS Announces Shipping Changes

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UPS Ground Transit Day Map

An update from UPS arrived in our inboxes last night. Due to the COVID-19 virus, effective March 26 and until further notice, UPS has suspended the "UPS Service Guarantee" for all shipments. At this point, this means that shipping timelines may be extended, depending on the ship-to destination (see map for estimated ground shipping times from our Troy warehouse as of 3/27/20).

What steps can we all take to improve this situation? Please, you can help by ensuring that your shipping address is correct in our system when placing any orders with HLMS. As for us, this is a complicated time, and we are sorry for any negative impact UPS's service changes have on our patients. We will continue to give our all to serving you and focusing on timely processing and shipment of orders. Thank you for trusting us as we do our best for you.

Healthy Living Medical Supply's Commitment to Patient Safety during COVID-19

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Dear Healthy Living Medical Supply customers,

First, as always, we would like to express how grateful we are for all of you. This is a very uncertain time with many questions. In the midst of this, our hearts go out to the many people and businesses who have been impacted by the COVID-19 virus.

During this difficult time, we believe it is our duty to promote health and safety among the community at large, and especially within our customer, provider, supplier, and employee communities. As always, our goal is to provide diabetes supplies and technologies with a premier customer service experience, so you always have the supplies you need, when you need them.

Healthy Living is working hard to ensure that our level of customer care can be maintained, and you can continue to receive your supplies on time. Some steps we are taking include setting up systems for employees to work from home and obtaining additional inventory, over and above our usual, to ensure that we can take care of our customers, even if supply chains are disturbed due to the impact of the virus. Know that you may experience a slightly longer wait time than normal when calling in, and please rest assured that voicemails will be tended to in a timely manner. Remember, you can always text us at 248-577-9903 for a live agent. Overall, we want to reassure you of Healthy Living's service resilience during this time.

We hope that you can be encouraged, knowing that we are doing everything in our power to be prepared and continue to give you the service you deserve, and have come to expect, from Healthy Living Medical Supply.

Warm regards,

Cliff Grabowski
President, Healthy Living Medical Supply

Four Steps to Giving You Better Care

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Whew! Things are busy busy over here at Healthy Living! We are focused on taking the best possible care of our customers every day, with a model of continuous improvement. What does this mean? What steps are we taking?

1. We have been hiring and training, especially seeking out compassionate people with experience in diabetes-related customer care.

2. By investing in new technologies, we are improving our efficiency and our customers' experiences.

3. Our office is being reconfigured to accommodate growth and enhance teamwork and collaboration.

4. We have some great projects in the pipeline to bring greater ease to our customers, including a reorder app/portal and tracking notifications for all orders that go out.

This is just a small snapshot of Healthy Living's growth process, and the steps we are taking to give you better care. Thank you for the opportunity to serve you!

Increasing Patient Safety Through Proactive Customer Care

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Diabetes supply companies have different goals and priorities, and ours is providing the best possible customer care to members, providers, partners, and manufacturers. We want our patients to always have the supplies they need, when they need them - whether they are CGM supplies, insulin pump supplies, or testing supplies. Often, if patients don’t have the supplies they need to maintain the therapy prescribed by their physician, they go back to decades-old therapies such as needles and finger sticks. These can be less effective alternatives to their prescribed insulin pump or CGM (continuous glucose monitoring) therapy.

We stand steady, highly responsive to customers' needs as they arise. We also proactively reach out to our customers to keep up their flow of supplies. Our team supports patients as they maintain continuity with their prescribed therapies for safer, more consistent diabetes treatment.