customerservice

Customer Service Appreciation Week: Excellence Happens Here

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Healthy Living Medical Supply is once again participating in Customer Service Appreciation Week - this year’s version takes place from October 1-5, with the theme being “Excellence Happens Here.” Customer Service Appreciation Week is an internationally recognized event devoted to recognizing the importance of customer service and honoring the people who serve and support customers. It is celebrated in all 50 states and over 60 different countries.

Our goal as a company is to take pause and thank the everyday heroes who are working hard to provide a great customer experience to our customers living with diabetes, health plan reps, providers, and partners. We have a saying around here: “You have to take great care of the people who take great care of our customers.” With that in mind we have a week of activities planned that include lunches, a team dinner, chair massages, and fun games for everyone in the company.

And it isn’t just about the work that our forward-facing customer care agents perform; all employees at Healthy Living are charged with providing outstanding customer service. This includes our shipping team which strives to provide accurate packing of orders, our pharmacy team, our billing team, and even members of our administrative team. We’ve worked hard through the years to build a culture of customer service throughout our company. While we don’t always get it right, we hope that your overall experience with Healthy Living has been a positive and want you know that we are always working to improve.

If you happen to call, text, email, or chat during customer service appreciation week, feel free to show your appreciation to the agent that you are working with - positive customer feedback is a great way to celebrate the everyday heroes here at Healthy Living Medical Supply who work hard to provide outstanding customer service!

Submit Co-Pays FAST with Online Bill Pay from HLMS

One of the feature requests we receive most often from our customers is the ability to submit co-payments for insulin pumps, insulin pump supplies, CGM supplies, and other diabetes supplies online. While not widely known amongst our customers, this is a service that we currently offer - and once paid, you'll have a copy of your receipts and payment history for future reference. 

Get started with secure and easy online bill pay from Healthy Living today! Simply request to pay your bill online the next time you are working with an agent to submit a co-payment for your order. 

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

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Healthy Living Medical Supply Partners with Rocket Fiber in New Detroit Location

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Healthy Living Medical Supply, a specialty provider of mail order diabetes supplies and maintenance medications, will be relocating this November from Troy to their new downtown Detroit office in the Francis Palms building in the Central Business District.

After being approached by Rocket Fiber, a new Detroit-based service provider offering gigabit internet speeds, Healthy Living chose to partner and benefit from their amazingly fast internet capabilities. Healthy Living will be the first business to be hooked in to this service in the Palms building, working with Stephen Sawyer, a representative from Rocket Fiber. The installation is still in process, with the goal of being up and running by November 1.

Fiber optics, brought directly into the 11th floor of the Palms building, will provide a faster and more effective internet connection than could be received by older and slower copper phone or cable lines. Healthy Living is looking forward to these mind-blowing internet speeds to help improve the customer experience and work more efficiently as a team. “To provide the best possible customer service and to allow our business to continue to develop and grow, we depend on robust, reliable, and secure IT services, and that is exactly what Rocket Fiber provides,” explained Matt Montagne, VP of Strategy and Innovation at Healthy Living Medical Supply.

Rocket Fiber provides internet speeds that are up to 1,000 times faster than the average residential connection in the United States. As of early July, Rocket Fiber has laid more than 20 miles of new fiber and set up more than 40 residential and commercial buildings online in the City of Detroit.

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 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.