HLMS News

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Welcome to Autopay & Our Patient Portal

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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!

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Shipping and Tracking with HLMS

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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!

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Confidentiality & Compliance

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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.

Merry Christmas & Happy Holidays!!!

At the holidays and always, thank you from Healthy Living. From our customers to our employees, to providers, partners, ownership, to all who quietly support from behind the scenes, thank you for your commitment, loyalty, patience, innovation, kindness, honesty, and compassion. Thank you for your hard work. Thank you for trusting us.

Warm wishes to you and yours for a very Merry Christmas and the Happiest of Holidays!

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HLMS Core Values: Creating a Culture of Service

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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.

Happy Thanksgiving from Healthy Living!

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Today is a special day of the year when we collectively reflect on our lives with gratitude. 2020 may be a year when our grateful list and our Thanksgiving celebrations look a little different. But let’s not overlook the gifts in our lives that are pulling us through, connecting us, and bringing us comfort, peace, and joy.

On behalf of Healthy Living, I would like to thank our customers, employees, providers, partners, owners and the rest of our care team for their gifts of ongoing support, friendship, teamwork, commitment, and loyalty… We are forever grateful for your caring hearts. Wishing you and your loved ones a Thanksgiving full of togetherness and kindness, and gratitude for what is.

Gratitude unlocks the fullness of life. It turns what we have into enough, and more.
— Melody Beattie

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Healthy Living Warehouse Updates

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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!

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New Patient Portal for Online Bill Pay and More

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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.

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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.

Camp Midicha Scholarships

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Summer is coming, and that means camp is right around the corner! Healthy Living is dedicated to supporting Michigan’s Type One community, and there is no better place for T1D kids than the ADA’s Camp Midicha. We are offering scholarships to T1D campers that cover $250 toward the ADA fee.

Find out more about how to apply for a scholarship here! You’ll find both an online application and a downloadable application. All applications are due by Friday, May 1, 2020.

Get excited for summer fun!

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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


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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!

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The Magic of Service - Customer Service Appreciation Week 2019

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A couple of weeks ago, Healthy Living celebrated Customer Service Appreciation week and took the opportunity to thank all HLMS team members who help us build a customer-focused culture. The theme this year was "The Magic of Service." Matt Montagne, our VP of Strategy and Innovation, extended his gratitude, writing:

"It isn't always easy, we don't always get it right, and providing a high level of customer service is an ever-growing challenge, but I appreciate everyone's contributions to building a strong reputation with the doctor's offices, manufacturer partners, hospitals, and of course the patient community. It takes a village to pull this off, and our village includes billing, pharmacy shipping, customer care, and admin all working together to do right by our customers."

The week included lunches from Detroit eateries and special activities for the team including massages, yoga, horoscopes, and contests.

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Hiring & Training to Improve the Customer Experience

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At Healthy Living, we believe that we can always improve, and we are constantly trying to give our customers a better experience — from when they contact us to when they receive their supplies. To that end, we have been hiring and training qualified, competent, compassionate customer care agents to expand our team. We will have more availability when you contact us for assistance with your diabetes supplies and will continue to provide proactive follow-up to keep things simple for our customers.
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Dexcom G6 Will Soon Be Available to Ship to Medicare Members

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We wrote about Dexcom G6 becoming available to Medicare members here on the Healthy Living Blog last fall. Over the past several months we've had many Medicare members reaching out to us, asking about availability of the G6 system. This is a quick update that Healthy Living Medical Supply expects to start shipping Dexcom G6 systems to Medicare members on or around on April 1st of 2019.

This is an exciting development because it brings an advanced CGM system that is fingerstick-free to Medicare members. The Dexcom G6 system automatically takes a glucose reading every five minutes and sends the reading to a receiver or smartphone device such as an iPhone or Android (click here for a complete listing of compatible Apple and android devices). The system also has predictive alarms to let patients know if and when they are trending toward a low blood sugar state.

The Dexcom G6 system will be available to qualifying Medicare members who are on an insulin pump or taking insulin three times or more per day via injection AND who are testing four times or more per day.

Interested in being updated when Healthy Living begins shipping the Dexcom G6 system to Medicare members? Fill out the brief form below and we'll be in touch!

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Healthy Living Now Providing the Abbott Freestyle Libre to Medicare Members

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February 18, 2019 -- Today, Healthy Living Medical Supply, a mail-order diabetes supply company headquartered in Detroit, Michigan, announced that they now provide the Abbott Freestyle Libre continuous glucose monitoring (CGM) system to eligible Medicare members across the United States. This fingerstick-free CGM has a small glucose sensor worn under the skin, connected to a circular patch that is slightly larger than a quarter. With a 14-day wear time, it is worn on the upper arm and allows people with diabetes to view their blood glucose levels with the swipe of a hand-held reader for more effective disease management and better treatment decisions.

To receive coverage for therapeutic CGM, with options including the Abbott Freestyle Libre or the Dexcom G5, a Medicare beneficiary must have type 1 diabetes or be receiving intensive insulin therapy for type 2 diabetes, and those eligible must document that their condition requires frequent insulin dosing adjustments, based on checking blood glucose levels at least four times a day. To learn more about eligibility requirements, visit myhlms.com/medicarecgm.


Healthy Living has been providing diabetes supplies to Medicare, Medicaid, and commercial insurance members for over a decade with a focus on world-class customer care and a working model of continuous improvement and innovation. The company is the only locally owned diabetes supplier in Michigan.

Happy Valentine's Day!

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MYHLMS.com Has Been Refreshed!

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Our Healthy Living website, myhlms.com, has been updated. You will notice a cleaner design, a rotating slider, easier navigation, and a new patient testimonials page. Like always, you will also find our blog and online supply store. Check it out and let us know what you think!

Happy New Year!

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