customer care

Hiring & Training to Improve the Customer Experience

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.

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 Salutes Our Labor Day Weekend Work Team!

Happy Labor Day to our customers, providers, and partners!

Happy Labor Day to our customers, providers, and partners!

While Labor Day Weekend for many people means picnics and celebrating the unofficial end of summer, for people with diabetes it can mean delays in the delivery of their needed CGM and insulin pump supplies due to Holiday shipping interruptions. Healthy Living recognizes this and pulled together a Saturday orders processing team to ensure minimal disruption in supply delivery to our customers due to the Labor Day Holiday.

Five members of our Detroit-based customer care team focused on processing refill orders while three members of our shipping team in Troy packed shipments - we even arranged for a special UPS pick-up to in the early afternoon to ensure timely delivery of these critical medical supplies. Our team routinely looks at the calendar for potential supply bottlenecks that may be caused by holidays and plans accordingly. 

While we don't like to have our employees working on holiday weekends, we also realize that we are in the business of supporting people with a chronic disease and on occasion this involves weekend/holiday shifts. Healthy Living salutes our Saturday orders processing team of Donald, Christina, Tammi, John, Steve, Tara, Mansa and George for their work in helping our customers receive their diabetes supplies in a timely manner.

Looking for a durable medical equipment (DME) supplier for CGM, insulin pump supplies, or a new pump? Healthy Living Medical Supply specializes in diabetes related technologies and therapies and takes pride in providing compassionate and efficient customer service to our customers who are living with diabetes. Give us a call at 866.779.8512 (we answer calls FAST), chat with an agent live or fill the form on this page to start the simple, five minute enrollment process to begin receiving your CGM and insulin pump supplies from a group of people that get it.

Healthy Living Medical Supply is in-network with most major insurance companies in the state of Michigan, including Blue Cross Blue Shield of Michigan, Health Alliance Plan of Michigan (HAP), Priority Health, Michigan Medicaid, Medicare, and many others. 

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

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!

Six Questions to Consider When Choosing Your Diabetes Supply Provider

ThinkstockPhotos-680514702.jpg

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!

Happy Thanksgiving! Check Out Our Holiday Hours & Plan Early

We are all looking forward to getting together with our loved ones to celebrate Thanksgiving and join together in gratitude this week. We wanted to give you a heads up about our upcoming holiday hours to help you plan ahead so you will have everything you need for the holidays.

Healthy Living Holiday Hours:

  • Closed Thanksgiving Day
  • Open Black Friday, 8:30 a.m. – 6:00 p.m. EST
  • Closed Saturday, 11/25

Please contact us now if you need supplies or have any questions! Wishing you and yours a very Happy Thanksgiving! Enjoy the holiday weekend.

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.

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!

Web Chat Is Like Siri for Your Supplies

Check out the web chat box in the bottom right corner!

Check out the web chat box in the bottom right corner!

Meet Healthy Living web chat, your human-powered Siri. Ask us any question you might have!

  • What’s the tracking info on my order?
  • When is my next order scheduled?
  • When does my prescription expire?
  • What’s Healthy Living’s favorite lunch spot in the D?

When you chat with us, you will get one of our website chat channel monitors – Adam, Tyler, or David – they’re friendly guys. :) This is just another convenient way you can interact with your Healthy Living team so we can give you the help and service you need.

You can access website chat by visiting myhlms.com, either through your computer or via your mobile device. It will show right up on the bottom of the screen. We’re available from 8:30 a.m. – 6 p.m. EST. You can also use chat to leave us a message after hours - an agent will get in touch with you early the next day after your message is left.

Chat with you soon!

A Switch to Healthy Living Pharmacy Will Help You Live Better: Learn Why

Have you found the best pharmacy for you?

Does your current pharmacy provide these services? Consider these questions and learn how Healthy Living Pharmacy can help in every situation:

  • Can you easily consult with your pharmacist and ask questions about medications?

How we help: Healthy Living pharmacists have knowledge, expertise, and time to listen to understand your situation and answer your questions thoroughly.

  • Do you have to wait in line for your prescriptions?

How we help: Healthy Living Pharmacy provides home delivery at no cost so you can avoid lines and stop making multiple trips to the store, which is especially advantageous for people who are extra busy (most people these days) or for those who have limited ability to leave home safely.

  • Are you looking for pharmacists and pharmacy techs who know your name and understand your individual needs?

How we help: The Healthy Living Pharmacy team is made up of three women – Mira, Grace, and Rickelle – who create connections with patients and become familiar and friendly voices to give you personal attention

  • Is it difficult for you to contact your physician for prescription refills and other concerns?

How we help: Healthy Living pharmacists will contact your physician’s office or insurance company for you when there are questions about your prescription, your coverage, or you need a refill.

  • Do you have a chronic condition that requires monthly medication refills?

How we help: Healthy Living Pharmacy offers automatic refills at the customer’s request and is always ready and flexible to make changes to the order when needed.

How Independent Pharmacies Stack Up

In a Consumer Reports survey of more than 33,000 consumers, independent pharmacies outranked all national retail pharmacy chains and mass merchandisers in terms of:

  • Overall satisfaction
  • Speed and accuracy
  • Courtesy and helpfulness
  • Pharmacist’s knowledge

We think you will feel the same way when you try Healthy Living. Learn more at our pharmacy webpage or call us today at (866)779-8512 (Option 4) to meet our pharmacists and learn about what makes Healthy Living Pharmacy different.

The Healthy Living Promise: Delivering World-Class Customer Service

It is that time of year again when Healthy Living participates in the Net Promoter Score survey to collect feedback from our customers. This feedback helps ensure we are delivering on our promise of providing world-class customer service. What does this promise mean for our customers? It means that each and every time you call, text, or email, you will find that:

1.     Our agents are friendly. Was the agent polite and welcoming?

2.     Our agents are knowledgeable. We pride ourselves on a deep level of product expertise and understanding of diabetes. Was the agent insightful about the products you inquired about? Did the agent show empathy in their interaction with you?

3.     Our agents are helpful. Did the agent actually help you solve your problem or answer your questions?

If the answer to any of these questions is ever a “No,” we want to know about it immediately. You can always call us at (866)779-8512 and ask to speak with our Director of Customer Care, George A., or you may write an email to managers@myhlms.com with a description of your concern. You can be assured that we will do everything possible to make the situation right for you.

We know that living with a chronic disease such as diabetes can be a challenge. And while insulin pump therapy and continuous glucose monitoring technology provide a tremendous benefit to our customers, we also know that having the correct supplies delivered in a timely manner is critical to patient success. It is our goal to make sure that working with us is easy and that we’re delivering world-class customer service.

Please take a moment to visit our website, myhlms.com, and complete the 30-second survey that pops up from the bottom of the page – and please leave a comment if you have specific praise or feedback for improvement. Thank you for helping us to continuously improve and serve our customers better and better, every day.

-Matt Montagne, Vice President of Strategy and Innovation

A Pharmacy 'Where Everybody Knows Your Name'

In the 80’s and early 90’s, the TV show Cheers became known for their tagline and theme song ‘Where Everybody Knows Your Name.’ People were at home and comfortable when they made it to the Cheers bar. Healthy Living Pharmacy is far from a bar, but we think the Cheers tagline fits us awfully well.

Our Small Pharmacy Team Knows Our Patients

When patients call Healthy Living Pharmacy, they won’t get one of a running list of pharmacists that regularly turn over like large chain drug stores. Only Mira, Grace, and Rickelle are there, always ready to help. They know many patients very well, and some patients specifically request each of them by name.

Getting to Know Healthy Living Pharmacy

Learn about what drives our team members.

Mira, Pharmacist - Check out this blog about Mira!

Grace, Pharmacy Tech – On why she loves to create connections with customers:

"What drives me is that I really enjoy helping people.  I truly get a warm and happy feeling after I help someone.  After I help them on the phone, I try to tell the person I am talking to “have a great day.”  I have noticed that after I say that the person on the other end usually gives me a nice response.  It seems like they know I care about them and it makes a connection that tells them they aren't just another phone call.  Sometimes I say enjoy the rest of your day and I hear them sigh like a weight has been lifted.  People just need to know that someone is listening to them and that they matter.  I have had customers like [Emily] who told me that she likes to talk to me and I know her by name and I take extra care with her.  I had a customer last week named [Matt] who called me several times with multiple questions.  He asked me if we are being recorded and then he said I deserved a raise and an extra week’s vacation!  He was great.  It helps to make a connection and recognize their names.  It does improve my customer service because I know they trust that I will follow through and help them out."

Rickelle, Pharmacy Tech – On why it matters to provide excellent customer service:

"Doing my job to ensure that every patient’s medical needs are met to the best of my ability, along with teamwork from co-workers in the pharmacy and different departments – if everyone puts the same amount of effort into it then we will succeed as a company/business and the most important: our customers will be supplied and happy."

Like Your Favorite Corner Pharmacy

Healthy Living offers a neighborhood pharmacy feel, with prescriptions delivered right to your door. Learn more about us at myhlms.com/pharmacy or by calling (866)779-8512 (Option 4).

WE LOVE TO HELP.

  • Call us @ (866)779-8512 or text us @ (248)577-9903.
  • Reach us through online chat at myhlms.com.
  • Sign up for the Healthy Living Blog at myhlms.com/subscribe.
  • Check out our online store at store.myhlms.com for accessories and over-the-counter medications.
  • Visit myhlms.com/providers to electronically complete and sign prescriptions for patients.

 

Moments That Matter: 9 Ways to Create Loyal Customers

So much of Healthy Living’s work in 2016 has been focused on continuous improvement in customer service - every day becoming better and better at taking care of our patients. Looking back to May of this year, our team had a productive discussion about moments that matter in customer interactions. These are some of the key, positive moments that we brainstormed in our discussion – experiences that can delight and surprise patients.

Nine Actions That Can Help Create Loyal Customers

  1. Trying to create a situation where the patient does the least amount of work possible
  2. Treating customers with respect and keeping a calm demeanor
  3. Doing an over-and-above job taking care of elderly and pediatric members
  4. When a patient calls with a script for testing 3 times a day, but is actually testing 3-4 times a day, sending over a new script so the customer doesn’t run into this issue at every refill
  5. Being friendly and demonstrating humanity and compassion
  6. Delighting and surprising the patient -- trying to make them feel like they are the only customer who called us that day
  7. Showing some personality!
  8. For orders that come in between 3-4 pm, going to the shipping team and doing everything in our power to get the order out on that day if the patient is low/out of supplies
  9. Going above and beyond in any way and being friendly!!!

As 2016 is drawing to a close, we reaffirm our commitment to growing as a team, as individuals, and in service for others.

Michelle at the front desk...ready for the holidays and ready to help! :)

Michelle at the front desk...ready for the holidays and ready to help! :)

WE LOVE TO HELP.

  • Reach us through online chat at myhlms.com.

  • Call us @ (866)779-8512 or text us @ (248)577-9903.

  • Sign up for the Healthy Living blog at myhlms.com/subscribe.

  • Check out our new online store at myhlms.com/shop for accessories and over-the-counter medications.

  • Visit myhlms.com/providers to electronically complete and sign prescriptions for patients.

Healthy Living Celebrates Customer Service Week 2016 Company-Wide

Healthy Living team members wearing pink for Breast Cancer Awareness Month as part of Customer Service Week 2016 festivities.

Healthy Living team members wearing pink for Breast Cancer Awareness Month as part of Customer Service Week 2016 festivities.

At Healthy Living, one of our greatest goals is keeping the entire company zeroed in on customer service to maintain a high level of customer care for our members, plans, partners, and fellow employees! As we celebrate Customer Service Week 2016, all departmental teams will participate since everyone has a hand in helping Healthy Living provide extraordinary customer experiences every day.

This year’s Customer Service Week began on Monday, October 3. This week, we’re having fun while celebrating excellence in the area of customer care. We have an exciting schedule for the week including an employee event at Punch Bowl Social, a hardhat tour of the new Healthy Living world headquarters in Detroit, an in-house smoothie day, and lunch from Ned’s TravelBurger. We’re all getting fired up for the corn toss tournament, and we’ll be wearing some special clothes each day – pink for breast cancer awareness month, college attire, hats or wigs, NFL jerseys, and jeans!

Do you want to give a shout out to Healthy Living customer service? Give us a ‘Like’ or leave a comment on Facebook, Twitter, or LinkedIn. You can also text us at (248)577-9903 and we will receive your feedback. Thank you!

WE’RE HERE TO HELP!

  • Call us @ (866)779-8512 or text us @ (248)577-9903.
  • Reach us through online chat at myhlms.com.
  • Sign up for the Healthy Living blog at myhlms.com/subscribe.
  • Check out our new online store at myhlms.com/shop for accessories and over-the-counter medications.
  • Visit myhlms.com/providers to electronically complete and sign prescriptions for patients.