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
- 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!!
ANDREW
TAMMI
RYAN
STEVE
LEO
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!
- Reach us at 866.779.8512 (phone) or 248.577.9903 (text).
- Contact us via webchat at myhlms.com.
- Learn More: Insulin Pump Therapy | CGM | Diabetes Testing Supplies | Pharmacy Services | Enroll Now
- Sign up for our blog at myhlms.com/subscribe.
Shifting Customer Care from Good to Excellent and Beyond
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:
- Greeting
- Active listening
- Communication skills
- Diffuse anger
- Empathy
- Team building
- Ability to apologize/recover (when necessary)
- 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!
- Reach us at 866.779.8512 (phone) or 248.577.9903 (text).
- Contact us via webchat at myhlms.com.
- Learn More: Insulin Pump Therapy | CGM | Diabetes Testing Supplies | Pharmacy Services | Enroll Now
- Sign up for our blog at myhlms.com/subscribe.
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.
First 2017 Player of the Week: Dave!
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.
Introducing…The Healthy Living Logo – New & Improved
Healthy Living’s New Logo
Last year, we decided it was time to create a revised Healthy Living logo that better reflected who we are as an organization and as a team. The new Healthy Living logo took many months, lots of conversations, and many alternative logo options that didn’t work for us. Thankfully, we think this final logo is really going to serve us well.
The logo’s concept isn’t fancy, but it is visually appealing, and its simplicity will make it versatile and let other design elements shine. Our team has decided to continue using the same color scheme for the logo as in the past and also make a couple of different layout versions (vertical and horizontal).
We believe that our new logo is true to Healthy Living in many ways. It is straightforward and honest with no presumptions. It isn’t fussy, it’s a clean design, and it will be easy to work with for future projects. Our Core Values were a starting point for our blog planning.
Our Process
It took us awhile to find a graphic designer who could understand our goals and who was ready to help us create a logo that would reflect our Core Values. Nikki Cohoon turned out to be absolutely amazing to work with. She is a strong communicator, a great listener, very flexible, and brought a lot of creative ideas to the table. We started with some more conceptually creative designs, including some that reflected our connection to the City of Detroit. Then as we sat down with the larger leadership team, we decided to simplify to the logo you see today.
Celebrate!
We hope you can feel some of our excitement about this new logo. Watch for it on our website, social media, and other communications!
Healthy Living Creates New Employee-Inspired Core Values
This year, Healthy Living decided it was time to review and update its core values to make them more congruent with the company’s current goals and working style. The managers asked all team members to submit a list of their own personal values. With these values from employees, the updated Healthy Living Core Values were drafted. They were sent out for feedback and discussed in meetings, then revised several times. We still believe that these values are a work in progress, and we have our pencils ready to add to or revise the list below when needed.
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.
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.
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.