Healthy Living has been offering a texting contact choice and refill option for a long time to customers. This is another way that we strive to make life simpler for our patients! Here are a few common questions we receive about texting - and hopefully some very helpful answers!
WHAT NUMBER SHOULD I USE TO TEXT HEALTHY LIVING?
Please text us at (248)577-9903 if you have questions. To text with a live agent, please use the same number: (248)577-9903. (You will see your regular refill notification texts come from (313)329-6400. You may also receive a text messages from Healthy Living Medical Supply from one of these alternate numbers: (313)306-8850 or (313)558-8328.)
Refill Notifications:
HOW MANY DAYS BEFORE MY SCHEDULED ORDER DATE DO YOU SEND THE REFILL REMINDERS?
We typically send out text message notifications two to four days before your order is scheduled to ship out. Being a few days ahead allows us to ensure timely delivery of your supplies so you never run out. As a backup to this system, we encourage customers to text us at (248)577-9903 when they have 10 days of supplies remaining.
WHAT IF I RECEIVE A REFILL NOTIFICATION BUT I WANT TO KNOW WHAT SUPPLIES I’M DUE FOR?
The best option would be to reply OTHER to the initial refill text. The system will then prompt you for a question/comment. You may also do this by replying APPROVE to the initial refill notification, being sure to ask your question after you receive the street address verification text. Either way, an agent will respond to you with a breakdown of the supplies you are scheduled to receive and you can then pick and choose the ones you currently need.
HOW DO TEXT REFILL NOTIFICATIONS WORK IF I HAVE BLUE CROSS BLUE SHIELD OR MEDICARE?
For Blue Cross Blue Shield and Medicare members, you’ll receive a refill notification letting you know that you have an order due. You may reply with one of the following options: APPROVE, DECLINE, or OTHER.
If you reply APPROVE, you will be asked if you have fewer than 10 days of supplies on hand. If you answer YES, you will receive a message validating your current shipping address. If this address is NOT correct or you have any other questions, please reply and an agent will get back to you as soon as possible.
If you reply NO when asked if you have fewer than 10 days of supplies on hand the system will respond with a question asking you to estimate how many days of supplies you have remaining. Please reply with the number of days so we can set up your supply order to go out accordingly.
If you reply DECLINE to the initial refill notification, the system will send you a message back saying we’ll move your order back a few weeks but that you may text us at any time if you need your supplies sooner. Please reply to this message if your doctor has changed or if you have a change of address.
If you reply OTHER to the initial notification you will be asked if you have a question or a comment. Please reply with your question or comment and an agent will follow up with you as soon as possible.
HOW DO TEXT REFILL NOTIFICATIONS WORK IF I HAVE A DIFFERENT INSURANCE BESIDES BLUE CROSS OR MEDICARE?
You’ll receive an initial refill notification where you are asked to respond with APPROVE, DECLINE, or OTHER.
If you reply APPROVE, you’ll receive a reply letting you know the street address we will ship the supplies to. If this street address is NOT correct, please reply with the updated address information, including city, state and zip. You may also ask a question at this point and an agent will get back to you. For example, you may ask, “What supplies am I due for?” after approving your order, and an agent will respond.
If you reply DECLINE to the initial refill notification, the system will send you a message back saying we’ll move your order back a few weeks, but you may text us at any time if you need your supplies sooner.
If you reply OTHER to the initial notification, you will be asked if you have a question or a comment. Please reply with your question or comment and an agent will follow up with you as soon as possible.
Other Texting Details:
MAY I TEXT A QUESTION OR COMMENT REGARDING MY ORDER EVEN THOUGH I DIDN’T RECEIVE A REFILL NOTIFICATION?
Yes, you can always text us at (248)577-9903, keeping in mind that our Customer Care Team is available Monday through Friday from 8:30 a.m.- 6:00 p.m. EST, with limited after-hours and weekend support.
MAY I SUBMIT PAYMENT INFORMATION VIA TEXT MESSAGING?
No. While our text messaging system is encrypted and secure, we advise against submitting credit card information via text. It is best to utilize our online, secure patient payment portal, or you may call us with your credit card information.
CAN I TEXT PICTURES WITH MY QUESTIONS?
Yes, it is often helpful for our members to text in photos of their meter, pump, or other supplies for troubleshooting purposes. You may also text in a photo of your insurance card if you change insurance providers.
MAY I TEXT IN MY NEW ADDRESS OR CONTACT INFORMATION?
Absolutely - if you move or change phone numbers, please text the new information to us as soon as possible to make sure we are sending your supplies to the correct address.
We look forward to texting with you soon! For now, have a beautiful day!
