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).
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 pleased to share that weekend hours are back! We’re always looking for more ways to be more accessible and by having a small team on Saturdays we’re doing just that. Please know that you may experience longer than normal wait times if you call in on Saturday given a smaller Saturday work team in comparison to the week.
Call 866.779.8512 to speak with an agent live on Saturdays from 8:00am - 3:30pm.
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.
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!
“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
- We ship with UPS & USPS.
- Shipments for new patients take 1 to 2 days to arrive.
- Refills are scheduled through the Customer Care Team and arrive to customers in 3-4 days.
- Insulin is cold-packed and arrives the next day.
- Customers can have pharmacy and supply orders shipped together.
- 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.
- 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!!
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.”
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:
- Active listening
- Communication skills
- Diffuse anger
- Team building
- Ability to apologize/recover (when necessary)
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!
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!
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.
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:
- You’re tired of multiple daily injections
- Your blood glucose levels are fluctuating
- You’re experiencing insulin resistance due to frequent injections
- You desire better control of your diabetes
5 Benefits of Using an Insulin Pump:
- Fewer insulin injections
- More predictable and precise insulin delivery
- Fewer high and low spikes in blood sugar
- Only one type of insulin necessary
- Overall improvement in quality of life and a more flexible lifetstyle
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.
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!
Over the last year or so of writing the Healthy Living blog, a topic that we continue to focus on is insulin pump therapy. There are so many benefits to using an insulin pump and so many questions about how to get started. Here is a round-up of some of our most helpful past blogs about insulin pump therapy (with links):
Healthy Living works with many insurance companies in Michigan and throughout the country to provide insulin pumps and pump supplies, including Medicare. If you have any questions about getting started with insulin pumps or CGM, please do not hesitate to contact our dedicated Insulin Pump & CGM Therapy Team at 866.779.8512, Option 2 (phone) or 248.577.9903 (text).
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.
One of our specialties at Healthy Living is helping patients get up and running with insulin pumps and continuous glucose monitors while working closely with their physicians and insurance providers. We are a Medicare insulin pump supplier and our Insulin Pump Therapy Team frequently serves Medicare members from Michigan and around the country.
When Medicare beneficiaries contact our Insulin Pump Therapy Team, George and Autumn are ready to answer questions and get the ball rolling. The first thing that they do is begin insurance verification and help patients understand the necessary steps for obtaining Medicare’s approval for a new pump. There are certain lab results and documentation that need to be collected in order to confirm patients qualify for the insulin pump per Medicare guidelines.
After approval, when Healthy Living supplies Medicare insulin pumps, they begin as a rental, and the patient may be responsible for a monthly copay depending on supplemental insurance coverage. After 13 months, the pump belongs to the user and it remains under warranty from the manufacturer for four years. Healthy Living continues to provide insulin pump supplies, with the patient approving the refill order monthly via text, phone call, or email.
Our goal is to make it as easy as possible for Medicare members to obtain insulin pumps to improve their personal diabetes management and simplify their lives. Reach us with any questions at 866.779.8512 (phone) or 248.577.9903 (text).
As a company focused on making things as easy as possible for our customers, we want to be responsive to their needs and continually improve our service. Our new Saturday hours begin on August 26. We will be open from 9 am – 2 pm EST. We are looking forward to serving you during this time!
Saturday hours are starting on a trial basis, and during this time, staffing will be limited. Please be patient if you call us and don't reach an agent as quickly as you normally would. Texting us or web chatting are great options as well for the weekend! Here is our contact information with all of the great ways to reach us:
At Healthy Living, we realize that diabetes is a complex disease, and that is one of the big reasons we have expanded our hours to be available on the weekend. Whether it’s enrolling, placing a new order, checking on a prescription or order status, or another question or concern, we are prepared to help. Since many doctors’ offices and insurance plans are only open on weekdays, we may not be able to contact them on your behalf during Saturday hours. Please know that we will do our best to help in any way possible within our means.
We’re looking forward to working with you soon!
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!
Are you covered by Medicaid and looking for diabetes testing supplies or insulin pump supplies? At Healthy Living, we've been serving Medicaid members in Michigan and a few other states for many years. We have the know-how to make it easy for members with Medicaid to acquire the supplies they need to follow their care plans.
When you call Healthy Living, you will be served by a member of our Customer Care Team or Insulin Pump Therapy Team, depending on your needs. You’ll also find out that there are many ways to communicate with us: text, phone, chat, email…We are ready to help you!
Find out what insurance plans we accept here. If you have another insurance provider, please send us a text message at 248.577.9903 or call us at 866.779.8512 so that we can verify coverage.
“It is easy, discreet, always there.”
This past week, Healthy Living employees had the opportunity to hear from a few company representatives about the V-Go product. V-Go has been around since 2012, however not many providers and patients are aware of its capabilities for improving patient adherence and outcomes. The company representatives gave us a better understanding of the V-Go system so we can more effectively support customers considering V-Go as a treatment and therapy option.
Informative Past Post about V-Go
A few weeks back, Emily wrote about the V-Go on our blog and since then we have been growing our knowledge on this new technology daily. According to Emily’s post, the V-Go provides a steady rate of insulin 24 hours a day (basal). It allows patients to give themselves a dose of insulin with snacks and during mealtimes (bolus).
Facts about V-Go
The V-Go is for adult patients and despite the confusion, the V-Go is not an insulin pump. For individuals who are constantly on the go and do not want the bother of multiple daily injections, the V-Go may be an excellent option. The V-Go allows the user to load insulin into the device for a rapid-onset dose of insulin. The device is wearable, discreet, and disposable, however it does need to be changed every 24 hours with a new, insulin-filled, V-Go device. The V-Go is extremely versatile as it can be worn when showering and sleeping.
How Can I Start V-Go?!
Even though the V-Go is not known to many people, it can be a positive substitute for other therapies and injections. Here at Healthy Living, we can verify your insurance and collect all of the necessary documentation needed to receive the V-Go as a medical or pharmacy benefit. There is a process to apply for the V-Go, and the coverage is dependent on your insurance company. With most commercial plans that Healthy Living Medical Supply works with, just a prescription is required from your doctor. However, some plans do require authorization. For plans that need authorization, criteria may include a patient’s qualifying blood work and lab work, tracked by the patient and the doctor. The authorization process takes about two weeks, however the length of time depends on the type of insurance.
What Our Fabulous Reps Say about the V-Go
George K., one of Healthy Living’s customer care representatives, sat down with me to chat about his experience with setting customers up with the V-Go. He said that he has seen an increased interest in the product, and customers who do choose the V-Go usually tend to stay with it.
Healthy Living’s Meeting with V-Go Company Representatives
Some studies have shown that multiple daily injections create challenges for patient adherence. Kris Euler, the V-Go company representative who spoke with Healthy Living employees said, “75% of people do not inject insulin away from home - V-Go increases the chance for people to perform their shots while they are outside of their home." With V-Go, the patient can receive their insulin hassle-free with a simple click of a button. It is known for its overall ease of use.
Further Questions and Information
If you have any other questions about the V-Go and all its benefits, please do not hesitate to contact our Customer Care team at Healthy Living at (866)779-8512. We strive to provide you with the highest standard of service and want to increase your knowledge about different therapy options to help you manage your diabetes the best way possible.