HLMS Customer Service

Hiring & Training to Improve the Customer Experience

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.

Why Try CGM?

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Continuous glucose monitoring (CGM) brings many people with diabetes better insight into what is happening with their blood sugar levels in the present and over time, with a lot less hassle. A CGM is a small, wearable device system that tracks glucose throughout the day and night. Some systems notify users of highs and lows so they can take action when needed. All systems substantially minimize the need for fingerpricking.

The top CGM systems on the market right now are the Dexcom G6, the FreeStyle Libre 14-Day System, and the Medtronic Guardian Connect CGM. Each system offers a unique set of benefits, but here are some of the best benefits of CGM overall:

  • Better insight into blood glucose trends

  • Less fingerpricks

  • Small and discreet sensors

  • Smartphone apps to track blood glucose levels

  • Alarms and alerts, especially helpful when struggling with nighttime lows

  • Remote monitoring of CGM data from a smartphone, ideal for pediatrics

Get started with CGM by calling the Healthy Living CGM Therapy Team at 866.779.8512 (Option 2) or texting us at 248.577.9903. We will give you a free benefits check to help you understand your coverage and walk you through the next steps, even contacting your doctor's office for you. From start to finish, a CGM enrollment will take commercial and Medicare members roughly 1-14 days, depending on the turnaround on paperwork from the doctor's office.

Getting to Know Libre CGM

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When we learn more and dig a little deeper, we often come out with better understanding and more compassion. Jennifer, a business development team member with Healthy Living, is trying out the Freestyle Libre CGM for 14 days to help all of us better understand the technology and the patient experience using the sensor and reader. This is similar to the Healthy Living Wear-a-Pump Challenge from a couple of years ago when several team members lived life using an insulin pump for a week! We are excited to hear what Jen will learn from her firsthand experience with the Freestyle Libre CGM system. Learn more about the Freestyle Libre and how to get started.

Healthy Living Now Providing the Abbott Freestyle Libre to Medicare Members

February 18, 2019 -- Today, Healthy Living Medical Supply, a mail-order diabetes supply company headquartered in Detroit, Michigan, announced that they now provide the Abbott Freestyle Libre continuous glucose monitoring (CGM) system to eligible Medicare members across the United States. This fingerstick-free CGM has a small glucose sensor worn under the skin, connected to a circular patch that is slightly larger than a quarter. With a 14-day wear time, it is worn on the upper arm and allows people with diabetes to view their blood glucose levels with the swipe of a hand-held reader for more effective disease management and better treatment decisions.

To receive coverage for therapeutic CGM, with options including the Abbott Freestyle Libre or the Dexcom G5, a Medicare beneficiary must have type 1 diabetes or be receiving intensive insulin therapy for type 2 diabetes, and those eligible must document that their condition requires frequent insulin dosing adjustments, based on checking blood glucose levels at least four times a day. To learn more about eligibility requirements, visit myhlms.com/medicarecgm.


Healthy Living has been providing diabetes supplies to Medicare, Medicaid, and commercial insurance members for over a decade with a focus on world-class customer care and a working model of continuous improvement and innovation. The company is the only locally owned diabetes supplier in Michigan.

MYHLMS.com Has Been Refreshed!

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Our Healthy Living website, myhlms.com, has been updated. You will notice a cleaner design, a rotating slider, easier navigation, and a new patient testimonials page. Like always, you will also find our blog and online supply store. Check it out and let us know what you think!

Open New Year's Eve

We'll be open on Monday from 9 am to 2 pm! Please call us at 866.779.8512 or text us at 313.558.8328 if you need to place an order before the end of 2018. Healthy Living agents are standing by to process any last-minute orders before the year is out. Get ready to welcome 2019!

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).

Before Deductibles Are Reset, Start on an Insulin Pump or CGM System

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It's an excellent time time of year to go on an insulin pump, upgrade an out-of-warranty pump, or start using CGM...or at least investigate your options! For many people on commercial health insurance plans, deductibles are satisfied and reset on January 1st of the new year. Reach out to the Healthy Living Insulin Pump & CGM Therapy Team for a no-cost insurance verification to find out more about your coverage and costs. Reach us at 866.779.8512, Option 2 (phone), 248.577.9903 (text), or via chat at myhlms.com.

To find out more about the benefits of these technologies and the products that we offer, visit:

Healthy Living Heroes - Meet Christina

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 Hiring!

Are you interested in working for a growing company in a great location in Downtown Detroit and helping make life easier for people living with diabetes? Healthy Living Medical Supply is always looking for excellent people who are 100% committed to providing exceptional customer care! Customer Care Agents ensure that every member receives superior customer service and support to ease the responsibility of managing their diabetes needs. Find out more about opportunities to join our team at myhlms.com/careers.

Getting Started with CGM & Medicare Is Simple

We recently highlighted the awesome news that Medicare now covers CGM for eligible beneficiaries. But how to qualify, and how to get started? Here, we will outline the requirements and the process for obtaining a continuous glucose monitor (CGM) as a Medicare member. Really, the simplest strategy is to start by calling us and speaking with Adam or George on our Insulin Pump & CGM Therapy Team. They will walk you through all of the information that follows!

The Requirements:

  • Testing blood sugar at least four times a day

  • Injecting insulin three or more times per day

  • An appointment with your doctor in the last six months

The Process:

  1. An interested Medicare member (you) calls us about CGM.

  2. We handle the communication with the doctor’s office to obtain the necessary documentation, including blood sugar logs, labs, and chart notes.

  3. We ask you to contact your doctor’s office to follow up, which often speeds up their response time.

  4. Healthy Living emails or mails you an Assignment of Benefits (AOB) form to sign and return (the format is your preference).

  5. After approval, your Dexcom G5 CGM and supplies will be shipped as a bundle, including transmitter, sensor, receiver, test strips, lancets, meter (if needed), and control solution.

  6. We will set you up for refills every 90 days, which you can approve via text, phone, or email.

To learn more, please call us at 866.779.8512 (Option 2) and speak with George or Adam. Our team is knowledgeable and well-prepared to help you obtain a CGM to better manage diabetes!

Medicare Now Covers CGM: Available through Healthy Living

Medicare now offers reimbursement for the  Dexcom G5 Mobile System  for members who have type 1 or type 2 diabetes and intensively manage their blood sugar levels with insulin.

Medicare now offers reimbursement for the Dexcom G5 Mobile System for members who have type 1 or type 2 diabetes and intensively manage their blood sugar levels with insulin.

Medicare members now have access to a life-changing therapy for managing diabetes -- CGM. At Healthy Living, we are so excited that we can now offer Dexcom continuous glucose monitoring (CGM) to people living with diabetes on Medicare. CGM provides many benefits to users, including fewer daily fingerpricks and better insights into blood sugar trends. Dexcom CGM systems also work in tandem with insulin pumps and are an excellent addition to any diabetes treatment plan for closer monitoring, improved metrics, and more precise dosing.

Healthy Living can provide CGM systems, associated diabetes supplies, insulin pumps, and pump supplies to Medicare members. It is worthwhile to find out more about these advanced technologies. By calling us and talking with our Insulin Pump & CGM Therapy Team, you can learn more about how CGM and insulin pumps work and how they can benefit your diabetes management. We will also run a no-cost insurance verification check for you to learn more about your coverage.

Find out more about continuous glucose monitoring systems here. Get started by connecting with Healthy Living via phone at 866.779.8512 (Option 2) or text at 248.577.9903. Also chat with us on our website, myhlms.com.

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.

Name *
Name

Healthy Living Is Here for You - on Saturdays Too!

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!

Using Key Performance Indicators to Improve the Customer Experience

To keep our customer service performance top notch, Healthy Living is always evaluating our KPIs (Key Performance Indicators). One of these is the Average Speed of Answer or ASA. This metric tells us how long customers and providers are waiting to speak with an agent when they call. Our goal in this area the “80/20 Rule” – we strive to answer 80% of our calls within a 20 second or less wait time.

Our ASA fluctuates daily and monthly, but we always watch this number and try to keep getting better. Here are our latest stats:

  • December, 2017 – average of 19 seconds
  • January, 2018 – average of 21 seconds
  • February, 2018 – average currently at 26 seconds

By monitoring Key Performance Indicators like Average Speed of Answer, we are more aware of what our customers are experiencing and hold ourselves more accountable, all so that we can continuously improve.

Curious About CGM? Let Our Team Run a No-Cost Insurance Benefits Check for You

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Interested in Continuous Glucose Monitoring (CGM) to better manage diabetes? Did you know that most people with type 1 diabetes on commercial health insurance have CGM coverage?

We can run a no-cost insurance benefits check to find out if you’re covered. Just complete the form below or call our Insulin Pump & CGM Therapy 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.

Name *
Name
Phone *
Phone

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

  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.”

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!

Happy Holidays, Friends!

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To our customers, partners, patients, employees, and friends, we would like to wish you very Happy Holidays! We thank you for working with us, and we appreciate you. Stay warm and enjoy these special days!