Healthy Living Team

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.

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!

Communication and Accessibility with Healthy Living

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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!


More Than Ready to Help with Firsthand Diabetes Experience

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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

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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!

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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!

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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!

PLEASE SUBSCRIBE TO OUR BLOG HERE.

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.

Lifting Up Healthy Living's Core Values

Healthy Living developed guiding Core Values a few years ago, and I thought today would be the perfect day to highlight them. These values affect our movements on a day-to-day basis, influencing our passion for customer care, our relationships with patients, providers, and manufacturers, and our positive internal culture.

Healthy Living's Core Values

  • Earn Trust: Delight customers, simplify their experience, and surprise them in unanticipated ways.

  • Get Better Every Day: Practice continuous improvement, determined to surpass yesterday over and over again.

  • Own and Learn from Mistakes: Seek to understand your mistakes, make things right, share what you learned, and move on.

  • Pursue Ongoing Learning: Strive for personal and professional growth through curiosity, exploration, and education.

  • Build a Positive Team: Work collaboratively to create a loyal customer following, and have fun along the way!

  • Embrace Change: Be agile and prepared to adjust to the quickly and inevitably changing healthcare environment.

  • Be Humble: Appreciate your teammates, be yourself, and focus on the goal instead of the spotlight.

As a growing company shaped by integrity and our purposeful commitment to customers and employees, we use these values to guide our way and focus our daily vision.

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 Heroes - Meet John

We're Hiring - Come Join a Great Team!

We are looking for amazing individuals to hire for our Customer Care, Shipping, and Human Resources teams. We offer a comprehensive compensation package and an awesome team environment. Learn more about a career at Healthy Living and apply by submitting your resume and cover letter to careers@myhlms.com.

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!

Shifting Customer Care from Good to Excellent and Beyond

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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!

April! Our Second Player of the Week

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

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

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

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

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!

First 2017 Player of the Week: Dave!

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

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

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

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

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

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

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