customer service

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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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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!


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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.

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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.

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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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Plan Ahead with Our Upcoming Holiday Hours

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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).

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Healthy Living Heroes - Meet Christina

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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.

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Healthy Living Heroes - Meet John

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Saturday Service-Back by Popular Demand!

Healthy Living Customer Care agents are available on Saturdays from 8:00am - 3:30pm.

Healthy Living Customer Care agents are available on Saturdays from 8:00am - 3:30pm.

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.

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Considering an Insulin Pump? Let Us Run a No-Cost Insurance Benefits Check for You

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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.

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Healthy Living Is Here for You - on Saturdays Too!

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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!

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Shining a Spotlight of Appreciation on Healthy Living Shipping

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“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.”

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Shifting Customer Care from Good to Excellent and Beyond

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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!

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Six Questions to Consider When Choosing Your Diabetes Supply Provider

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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!

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April! Our Second Player of the Week

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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.

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Are You Ready for an Insulin Pump?

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Insulin Pump (Photo courtesy of the Minnesota Department of Employment & Economic Development)

Insulin Pump (Photo courtesy of the Minnesota Department of Employment & Economic Development)

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:

  1. You’re tired of multiple daily injections
  2. Your blood glucose levels are fluctuating
  3. You’re experiencing insulin resistance due to frequent injections
  4. You desire better control of your diabetes

5 Benefits of Using an Insulin Pump:

  1. Fewer insulin injections
  2. More predictable and precise insulin delivery
  3. Fewer high and low spikes in blood sugar
  4. Only one type of insulin necessary
  5. Overall improvement in quality of life and a more flexible lifetstyle

Getting Started:

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.

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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!

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Insulin Pump Therapy Blog Round-Up

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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).