HLMS Customer Service

Web Chat Is Like Siri for Your Supplies

Check out the web chat box in the bottom right corner!

Check out the web chat box in the bottom right corner!

Meet Healthy Living web chat, your human-powered Siri. Ask us any question you might have!

  • What’s the tracking info on my order?
  • When is my next order scheduled?
  • When does my prescription expire?
  • What’s Healthy Living’s favorite lunch spot in the D?

When you chat with us, you will get one of our website chat channel monitors – Adam, Tyler, or David – they’re friendly guys. :) This is just another convenient way you can interact with your Healthy Living team so we can give you the help and service you need.

You can access website chat by visiting myhlms.com, either through your computer or via your mobile device. It will show right up on the bottom of the screen. We’re available from 8:30 a.m. – 6 p.m. EST. You can also use chat to leave us a message after hours - an agent will get in touch with you early the next day after your message is left.

Chat with you soon!

How Communication with Your Insurance Company Just Smoothed Out

Michelle, our insurance verification expert.

Michelle, our insurance verification expert.

Do you ever get overwhelmed navigating calls and questions with your insurance company? Here’s something wonderful – when you order diabetes supplies, insulin pumps, or prescriptions from Healthy Living, we will do the work for you.

Our insurance verification process helps patients because we not only find out what will be covered, but we also help them get the most out of their benefits. We are ready and willing to contact patients’ insurance companies for them with any questions. And we have an expert to head up this process.

Michelle is officially a pro with insurance verification. She has been verifying insurance for medical supply customers for more than 16 years. Her experience goes a long way – she is very familiar with different insurance companies and what they do and don’t cover. How does she work her magic?

For orders that need insurance verification, Michelle starts at each customer’s insurance company website to find the details of the individual’s coverage.

  • Is there a deductible and have they met it?
  • What is the copay?
  • Does the patient have a secondary insurance that needs to be factored in as well?

Through this information, Michelle can estimate what a patient will need to pay out-of-pocket for an order. She is also prepared to call insurance companies for clarification or with questions whenever needed.

After Michelle gathers this info, the Healthy Living Customer Care Team or Insulin Pump & CGM Therapy Team calls patients to let them know about the details of their coverage, equipped to answer further questions or continue with the order.

This is just one step in the eligibility process that the Insulin Pump & CGM Therapy Team helps patients complete. In addition, Healthy Living Pharmacy has their own insurance verification team to assist customers and help them maximize their benefits, working closely with their insurance companies and their doctors.

Let us help you find smooth sailing with your health insurance company for medical supply orders. Reach us…

  • Via phone @ 866.779.8512
  • Via text @ 248.577.9903
  • Via chat @ myhlms.com

A Switch to Healthy Living Pharmacy Will Help You Live Better: Learn Why

Have you found the best pharmacy for you?

Does your current pharmacy provide these services? Consider these questions and learn how Healthy Living Pharmacy can help in every situation:

  • Can you easily consult with your pharmacist and ask questions about medications?

How we help: Healthy Living pharmacists have knowledge, expertise, and time to listen to understand your situation and answer your questions thoroughly.

  • Do you have to wait in line for your prescriptions?

How we help: Healthy Living Pharmacy provides home delivery at no cost so you can avoid lines and stop making multiple trips to the store, which is especially advantageous for people who are extra busy (most people these days) or for those who have limited ability to leave home safely.

  • Are you looking for pharmacists and pharmacy techs who know your name and understand your individual needs?

How we help: The Healthy Living Pharmacy team is made up of three women – Mira, Grace, and Rickelle – who create connections with patients and become familiar and friendly voices to give you personal attention

  • Is it difficult for you to contact your physician for prescription refills and other concerns?

How we help: Healthy Living pharmacists will contact your physician’s office or insurance company for you when there are questions about your prescription, your coverage, or you need a refill.

  • Do you have a chronic condition that requires monthly medication refills?

How we help: Healthy Living Pharmacy offers automatic refills at the customer’s request and is always ready and flexible to make changes to the order when needed.

How Independent Pharmacies Stack Up

In a Consumer Reports survey of more than 33,000 consumers, independent pharmacies outranked all national retail pharmacy chains and mass merchandisers in terms of:

  • Overall satisfaction
  • Speed and accuracy
  • Courtesy and helpfulness
  • Pharmacist’s knowledge

We think you will feel the same way when you try Healthy Living. Learn more at our pharmacy webpage or call us today at (866)779-8512 (Option 4) to meet our pharmacists and learn about what makes Healthy Living Pharmacy different.

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

Over-the-Counter Offerings Set the Healthy Living Supply Store Apart from Our Insurance-Based Services

New Website Platform for Easier Browsing & Ordering

To make things simpler for our customers, Healthy Living’s online medical supply store has improved its website! Find us at store.myhlms.com. For the sake of your convenience, if you add an item from the online store to your Healthy Living Medical Supply insurance-based order, shipping is free. Our featured products are updated regularly and can be found here.

How Are the Healthy Living Supply Store and Healthy Living Medical Supply Different?

Healthy Living Supply Store: Our store has a unique product offering, focused on helping people who are living with diabetes. Healthy Living’s online supply store provides products like over-the-counter medications, testing supplies, accessories, insulin pump supplies, vitamins, and more. With the exceptions of CGM sensors and insulin pump supplies, everything in our online store is over-the-counter and doesn’t require a prescription.

Healthy Living Medical Supply: Orders from Healthy Living Medical Supply require a prescription from the customer’s physician before we can ship them out. These items are billed through a member’s insurance. The items we offer include diabetes testing supplies, insulin, and insulin pumps and supplies. We also have a home delivery pharmacy that is known for its high level of customer support.

Coordinating the Healthy Living Supply Store

George is leading Healthy Living in keeping the store running smoothly. Learn more

 

Check out the Healthy Living Supply Store today!

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 online store at store.myhlms.com for accessories and over-the-counter medications.
  • Visit myhlms.com/providers to electronically complete and sign prescriptions for patients.

The Top 12 Reasons to Choose Home Delivery

Whether you are ordering diabetes testing supplies, an insulin pump, insulin pump supplies, CGM, insulin, or other prescriptions, Healthy Living Medical Supply offers reliable, no-cost delivery, direct to your door.

Healthy Living’s Top 12 Reasons to
Prefer Home Delivery

  1. Convenience – You can save time by bypassing busy stores and lengthy lines, stay at home if you aren’t very mobile, and avoid long drives if you live far from town.
  2. Reorder reminders – Supplies are shipped on a regular schedule, with auto-refills on prescriptions and the opportunity to approve diabetes supply refills via text or phone.
  3. Concierge service – Healthy Living has a small team that provides consistent, trustworthy results, and we take care of the paperwork for you, working with your doctor and insurance provider.
  4. Quick ship time – Receive your order in 1-3 business days, with most orders arriving within 1-2 business days if they are placed Monday thru Thursday.
  5. Careful packaging – Supplies and prescriptions are packaged for accuracy, quality, and privacy, and insulin is cold-packed for shipping.
  6. Dependable service – We know our customers count on having their supplies to manage their diabetes – Healthy Living’s dependable home delivery service ensures you always have what you need.
  7. Diabetes specialty – Healthy Living has focused on providing diabetes supplies for over a decade, and our customer care team has the knowledge to give excellent service.
  8. Private consultations – Discuss and receive your supplies and prescriptions in private, instead of in a store, surrounded by other customers.
  9. Personalized review – Our team can help you determine insurance options and copays and offers ongoing individual support.
  10. Multiple product lines – Since Healthy Living offers a wide selection of products, you can find the best supply combination for managing your condition.
  11. Insurance verification – Our insurance verification team helps you maximize benefits and minimize expenses.
  12. Flexibility – If you are traveling for an extended time or wintering in a warmer climate, we can temporarily ship your order to a different address.

Remember you can also combine shipments for diabetes supplies, prescriptions, and orders from Healthy Living’s online store. Try Healthy Living Medical Supply & Pharmacy for the ease of home delivery. We help you spend more time where you want to be – healthy at home.

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 online store at store.myhlms.com for accessories and over-the-counter medications.
  • Visit myhlms.com/providers to electronically complete and sign prescriptions for patients.

Telling the Truth about 8 Insulin Pump Therapy Myths

The Healthy Living Insulin Pump & CGM Therapy Team receives all kinds of questions every day. I sat down with them to learn more about what ‘myths’ or misconceptions people have about insulin pumps. Then, we figured out the best way to explain the truth of the situation!

#1

Myth: An insulin pump is implanted in the body and requires surgery to get started.

Fact: Insulin pumps are worn outside of the body as devices and are attached to a removable site that the patient changes every three days.

#2

Myth: Insulin pumps are big and bulky.

Fact: An insulin pump is about the same size as a small flip phone or a pager (and about half the size of a regular cell phone).

#3

Myth: Pumps are permanent.

Fact: Insulin pumps are removable and can be taken off for showering or swimming, but back-up insulin (shots) must be used.

#4

Myth: With an insulin pump, there is no longer a need to test blood sugar.

Fact: When using an insulin pump, patients still need to test their blood and count carbs. It is recommended to test blood sugars at least four times daily.

#5

Myth: Someone needs to be ‘tech savvy’ to figure out how to use an insulin pump.

Fact: If you can operate a cell phone or remote control, you should be able to work with an insulin pump. Thankfully, pump manufacturers offer great customer support and training.

#6

Myth: Using an insulin pump is more painful than multiple daily injections.

Fact: Inserting an insulin pump site hurts about the same as one shot, but the site only must be changed every three days. The frequency works out to well over 1,000 shots a year with multiple daily injections (MDI), with a little over 100 insertions a year with an insulin pump.

#7

Myth: Pumps are only used for people with Type 1 Diabetes.

Fact: Many insurances cover insulin pumps for people with Type 2 Diabetes, and insulin pump therapy can be a great contribution to the work of managing T2D.

#8

Myth: Insurance won’t cover insulin pumps.

Fact: Our Insulin Pump & CGM Therapy Team can work with customers, their doctors, and their insurance companies to help people with diabetes obtain insurance-covered pumps. Call Crystal and George at (866)779-8512 (Option 2) to check out your options.

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 online store at store.myhlms.com for accessories and over-the-counter medications.
  • Visit myhlms.com/providers to electronically complete and sign prescriptions for patients.

Hello Georgia! Welcome Amerigroup Georgia Members!

We’re Prepared to Serve You!

At Healthy Living, we are excited to be your new diabetes supply provider. Diabetes is our specialty. We have experience, understand your needs, and are completely ready to serve you.

One thing that you will love about Healthy Living is that you can approve your refills via text, phone, or email. Our company’s greatest focus is on customer service, and we look forward to helping you manage your diabetes supplies!

Amerigroup Georgia

Amerigroup has served Georgia members since 2006 and extended its services across the entire state of Georgia in 2012. Amerigroup Georgia has a website full of resources. We’re especially excited about their Useful Apps page where they have some amazing Apple and Android apps available for download, like:

·        Glucose Buddy – Lets you log and keep track of your blood sugar.

·        MediSafe – Tells you when it’s time to take your medicine.

·        State of the Air – Lets you check the air quality wherever you are.

·        CaringBridge – Helps you stay connected with loved ones during tough times.

·        First Aid by ABC – Provides step-by-step first aid tips whenever you need them.

We’re looking forward to working with you, Amerigroup Georgia members!

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 online store at store.myhlms.com for accessories and over-the-counter medications.
  • Visit myhlms.com/providers to electronically complete and sign prescriptions for patients.

Healthy Living Pharmacy Grows to Provide Inhalation Medications

Taking Care of Your Inhalation Prescriptions

Great news! Did you know that Healthy Living Pharmacy has broadened its services to include inhalation medications? The main reason that inhalation medications are prescribed is to address symptoms of COPD, a disease characterized by increasing breathlessness. Chronic Obstructive Pulmonary Disease (COPD) is an umbrella term used to describe progressive lung diseases including emphysema, chronic bronchitis, refractory (non-reversible) asthma, and some forms of bronchiectasis.

Our Goals

Healthy Living Pharmacy does things differently to give customers the best possible experience. Unlike most retail pharmacies, Healthy Living has an insurance verification team who can help maximize your insurance benefits. We work with your insurance plans on your behalf to help you get the best possible cost savings for your inhalation prescriptions.

The Healthy Living Pharmacy team is focused on helping you stay compliant with the plan of care that you and your doctor have created and specialized for you. To help ensure you never run out of your medications, Healthy Living will call or text you with refill reminders, and we accurately deliver your prescriptions to your door in a timely manner.

Signs & Symptoms of COPD

COPD affects an estimated 30 million individuals in the U.S., and over half of them have symptoms of COPD and do not know it. Major signs include:

·        Increased breathlessness

·        Frequent coughing (with and without sputum)

·        Wheezing

·        Tightness in the chest

Risks & Causes of COPD

COPD most often occurs in people 40 years of age and older who have a history of smoking. These individuals may be current or former smokers. While not everybody who smokes gets COPD, most of the individuals who have COPD (about 90% of them) have smoked. Primary risk factors and causes include:

·       Inhaling pollutants, including smoking (cigarettes, pipes, cigars, etc.) and second-hand smoke.

·       Being exposed to fumes, chemicals, and dust found in many work environments.

·       Having certain genetics, even if the person has never smoked or has never been exposed to strong lung irritants in the workplace.

Early screening can identify COPD before major loss of lung function occurs. Go to drive4copd.org to take a five-question screening test to see if you may be at risk for COPD. More importantly, talk to your doctor to be screened and understand your risks more fully.

We’re Here to Help

Contact Healthy Living Pharmacy at (866)779-8512 (Option 4) for help with managing your inhalation medications and making the most of your insurance benefits.

Resources:

http://www.copdfoundation.org/What-is-COPD/Understanding-COPD/What-is-COPD.aspx

http://www.drive4copd.org/

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 online store at store.myhlms.com for accessories and over-the-counter medications.
  • Visit myhlms.com/providers to electronically complete and sign prescriptions for patients.

Try CGM for More Insights & Tighter Diabetes Monitoring

Dexcom & Medtronic CGM

Why is CGM so helpful?

Maybe you have heard of ‘CGM’ – this refers to Continuous Glucose Monitoring, a system that helps patients with diabetes make more informed treatment decisions that can lead to better glycemic control.

CGM delivers fast and reliable glucose readings every five minutes or so to a receiver, a phone, or an insulin pump - logging hundreds of readings a day. A finger-prick blood glucose check gives only one reading at a time, in the moment it is taken. With only this piece of information, it's hard to know if blood glucose is staying steady, rising, or falling.

With CGM, patients can also set thresholds for high and low numbers, and the CGM alerts them when it senses their glucose levels are moving out of the safe range they set. 

How does CGM work?

A continuous glucose monitor is a small, wearable device system that tracks glucose levels throughout the day and night, notifying patients of highs and lows so they can take action when needed. A CGM system consists of three parts:

·      A small, under-the-skin sensor that measures glucose levels

·      A transmitter that attaches to the sensor and transmits data

·      A receiver that displays real-time glucose information

How do insulin pumps and CGM work together?

Right now, there are only two manufacturers of CGM – Medtronic and Dexcom – and their products have different strengths and features:

·        Dexcom CGM can be used with any pump, or without a pump.

·        The Dexcom G5 CGM can use the iPhone as receiver, which is great for caregivers of young kids with diabetes (for example, they can see the data when they’re at work and their child is at school).

·        The Tandem t:slim G4 insulin pump pairs with the Dexcom G4 CGM to allow users to view their CGM data directly on the color touchscreen pump.

·        Medtronic has integrated systems where their insulin pumps and CGM work together – the MiniMed® 530G with Enlite CGM and the MiniMed® 630G with the Guardian CGM.

·        Medtronic’s CGM, integrated with their pumps, provides Threshold Suspend, which suspends insulin delivery if it detects that a patient’s glucose levels are dropping below the safe range.

Learn more about the unique features of Dexcom and Medtronic CGM. 

Who can benefit from CGM?

Many different kinds of people use and benefit from CGM, including people with Type 1 and Type 2 Diabetes, from kids to older adults. This is a good step toward using an insulin pump and getting used to the regimen of having an infusion site to change. For Dexcom CGM, patients change the site every seven days, and for Medtronic CGM, patients need to change the site every six days.

How does Healthy Living help you get started with CGM?

Healthy Living can help with enrollment for CGM and ongoing, monthly supply refills. The enrollment process is very similar to insulin pump enrollment. Many Healthy Living patients use CGM, because it gives them the opportunity for tighter monitoring and better diabetes management.

Is there any new CGM technology on the horizon?

The Abbott Freestyle Libre Glucose Monitor is in use in Europe and has been receiving glowing reviews. With these features, this meter is especially exciting:

·        Very tiny glucose sensor (0.2 inches in length, about the thickness of a hair) with a simple insertion process

·        Water resistant, plastic, on-body patch the size of a one-dollar coin

·        Sensor that remains inserted for 14 days and does not require finger-stick calibrations

·        One-hour startup time

This CGM is currently under review in the U.S. by the FDA. It looks like it will be an effective option for patients to gain better insight into their blood sugar levels while coming in at a very competitive price point. Check out this article to learn more.

We are monitoring the FDA approval process for the Abbott CGM and should be able to provide this exciting new product to our customers when it becomes available.

Ready to learn more about CGM?

When you are ready to consider putting this beneficial CGM technology to use for your own diabetes management, call Crystal and George - our Insulin Pump & CGM Therapy Team - at (866)779-8512.

    WE LOVE TO HELP.

    • Sign up for the Healthy Living Blog at myhlms.com/subscribe.
    • Call us @ (866)779-8512 or text us @ (248)577-9903.
    • Reach us through online chat at myhlms.com.
    • Check out our 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.

    WE MAKE MANAGING YOUR DIABETES SUPPLIES EASY.

    • We work with many insurance plan partners.
    • You can approve your refills via text or phone.
    • Our company’s focus is excellence in customer service.
    • In addition to providing supplies, we also have a mail-order pharmacy.
    • Diabetes is our specialty, and we’re prepared to help!

     

     

     

    Starting Insulin Pump Therapy Is Easy When Healthy Living Handles the Details

    The Healthy Living Insulin Pump Therapy Team: George and Crystal collectively have 24 years of experience serving people with diabetes.

    The Healthy Living Insulin Pump Therapy Team: George and Crystal collectively have 24 years of experience serving people with diabetes.

    If someone with diabetes is interested in beginning to use an insulin pump, the best thing they can to do is call the Healthy Living Insulin Pump Therapy Team (meet the stellar lineup of George and Crystal). They make what can be a very complicated enrollment process very easy.

    9 Steps to Collaborating with Healthy Living for a New Insulin Pump

    When a member, let’s call him ‘Hank,’ is interested in getting started with insulin pump therapy, our Insulin Pump Therapy Team sets the process in motion by:

    1.     Finding out if Hank has talked to his doctor about the pump request.

    2.     Verifying Hank’s insurance and finding out what kinds of pumps he qualifies for and the associated copays.

    3.     Explaining to Hank what insulin pumps are covered and their basic differences.

    4.     Encouraging him to personally research his options on pump manufacturer websites and talk to his doctor for a recommendation.

    5.     Facilitating the prior authorization process (required by some health plans), by gathering documents demonstrating medical necessity:

    ·       Blood sugar logs for the prior 60 days

    ·       Clinical notes from last two office visits

    ·       Proof of diabetes education

    ·       Qualifying lab results (A1c, fasting glucose, and C-peptide)

    6.     Confirming order details with Hank and shipping out his insulin pump, once approved by his insurance company.

    7.     Telling Hank about pump training, which is normally scheduled by the pump manufacturers.

    8.     Setting Hank up to get recurring orders for pump supplies, with refill reminders available via phone, text, or email. Members going on a pump also often like to get their test strips, glucometer, and pharmacy medications through Healthy Living so that everything comes in one box.

    9.     And down the road…obtaining prescriptions for refills on pump supplies for members as needed.

    Communication with the Doctor’s Office & Insurance Company Is Covered

    There are a lot of minutia to put together to obtain and start using an insulin pump, and the details require patience and lots of communication. Healthy Living collaborates directly with the doctor’s office and the insurance company for members. We take care of all documentation and information gathering, and request everything that is needed from the doctor.

    A Team Prepared to Serve by Years of Experience

    Healthy Living and our dedicated Insulin Pump Therapy Team has years (24 years collectively, between Crystal and George) of experience working with people with diabetes. Our company fosters empathy in employees, through the weeklong Wear-a-Pump Challenges and other ongoing education. Healthy Living works with all major insulin pump manufacturers, including OmniPodTandem Diabetes Care and Medtronic. We are fully prepared to help customers understand their options and enroll to start receiving the benefits of insulin pump therapy, making the process as smooth and effortless as possible!

    Behind the Scenes: Keeping Scripts Current

    Sherece in action!

    Sherece in action!

    From our perspective, one of the worst things that can happen is when a patient’s prescription is not in-hand when it’s time for an order refill, and we can’t complete a supply order when it’s needed. We work hard to be prepared to help our members avoid these situations.

    Our goal is to eliminate supply interruptions and make the process of communicating between doctors, patients, and us as easy as possible. The entire Healthy Living team works behind the scenes to make sure that patients’ prescriptions do not expire so there is no gap or wait time for supplies when they are needed.

    Our Prescription Hero

    Sherece is one of Healthy Living’s customer care representatives, and she has an important job – to be extremely proactive and stay on top of prescriptions to ensure that reorders progress smoothly for all members. She does this by:

    • Logging new prescriptions and renewals
    • Helping to get prescriptions for new enrollees
    • Verifying receipt of every prescription
    • Ensuring ICD-10 codes are billable
    • Watching that everything is compliant
    • Making sure providers’ NPIs are active

    She reviews a report to look for expiration dates that are soon approaching. When Sherece sees that a prescription is nearing its expiration (once it hits about three months before), she contacts the doctor’s office for renewal to make sure there is no break and the script won’t expire before the next order date.

    Physicians can submit prescriptions and refills via fax (866.779.8512) or via Docusign on our website (visit myhlms.com/providers to download forms or submit prescriptions online).

    Our Commitment

    Providers, patients, and all members of the care team expect to have enough supplies available at all times to ensure adherence to the prescribed therapy. Healthy Living works hard to make certain we always have an active prescription on file so customers have the supplies they need to be successful in managing their diabetes.

    WE MAKE MANAGING YOUR DIABETES SUPPLIES EASY.

    • We work with many insurance plan partners.
    • You can approve your refills via text or phone.
    • Our company’s focus is excellence in customer service.
    • In addition to providing supplies, we also have a mail-order pharmacy.
    • Diabetes is our specialty, and we’re prepared to help!

    WE LOVE TO HELP.

    • Sign up for the Healthy Living Blog at myhlms.com/subscribe.
    • Call us @ (866)779-8512 or text us @ (248)577-9903.
    • Reach us through online chat at myhlms.com.
    • Check out our 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.

     

    Moments That Matter: 9 Ways to Create Loyal Customers

    So much of Healthy Living’s work in 2016 has been focused on continuous improvement in customer service - every day becoming better and better at taking care of our patients. Looking back to May of this year, our team had a productive discussion about moments that matter in customer interactions. These are some of the key, positive moments that we brainstormed in our discussion – experiences that can delight and surprise patients.

    Nine Actions That Can Help Create Loyal Customers

    1. Trying to create a situation where the patient does the least amount of work possible
    2. Treating customers with respect and keeping a calm demeanor
    3. Doing an over-and-above job taking care of elderly and pediatric members
    4. When a patient calls with a script for testing 3 times a day, but is actually testing 3-4 times a day, sending over a new script so the customer doesn’t run into this issue at every refill
    5. Being friendly and demonstrating humanity and compassion
    6. Delighting and surprising the patient -- trying to make them feel like they are the only customer who called us that day
    7. Showing some personality!
    8. For orders that come in between 3-4 pm, going to the shipping team and doing everything in our power to get the order out on that day if the patient is low/out of supplies
    9. Going above and beyond in any way and being friendly!!!

    As 2016 is drawing to a close, we reaffirm our commitment to growing as a team, as individuals, and in service for others.

    Michelle at the front desk...ready for the holidays and ready to help! :)

    Michelle at the front desk...ready for the holidays and ready to help! :)

    WE LOVE TO HELP.

    • Reach us through online chat at myhlms.com.

    • Call us @ (866)779-8512 or text us @ (248)577-9903.

    • 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.

    Considering an Insulin Pump? This May Be Your Moment

    Healthy Living is here and ready to help you maximize your insurance benefit and make the best decisions for your health. Thinking about going on an insulin pump? If your deductible has been satisfied for 2016, this could be the time to start on a pump for less out-of-pocket cost.

    When you call our Insulin Pump Team (the amazing Crystal and George), they will help research your insurance coverage and choose a pump that’s right for you.
    Dial (866)779-8512, extension 2, then extension 2 again!

    Healthy Living offers pumps from these suppliers:

    To learn more about the benefits of insulin pump therapy, visit www.myhlms.com/pump.

    A sampling of insulin pumps!

    A sampling of insulin pumps!

    WE LOVE TO HELP.

    • Reach us through online chat at myhlms.com.

    • Call us @ (866)779-8512 or text us @ (248)577-9903.

    • 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.

    Happy Thanksgiving to You & Your Family from Healthy Living!

    Turkey art by Kate

    Turkey art by Kate

    Preparing for Thanksgiving tomorrow, our hearts are filled with gratitude – for friends and family we love, for our homes, for a caring team to work with, and an opportunity to help others. And much more, as each of us has a personal list of thanks.

    Whether things come easily or the road is full of learning and growth, there is so much for us to be thankful for, including being trusted by our providers and customers to provide the best customer care we possibly can.

    Here is a wish and a prayer that each of you experiences a Thanksgiving filled with connection and gratitude, and your hearts are warmed with hope for the days ahead.

    On behalf of the Healthy Living team – Happy Thanksgiving!

    Save Your Money, Save Your Time – With the Healthy Living Online Store

    Try a new way to make your life easier by combining your usual order for insurance-covered diabetes supplies with a visit to the Healthy Living online store. Here’s the plan:

    1. Visit the Healthy Living online store at myhlms.com/shop. Place an order for over-the-counter medications, testing supplies, insulin pump accessories, or vitamins (and many more options!).
    2. We ship your online store order with your regular insurance-covered Healthy Living Medical Supply order with no shipping costs.
    3. You save time and money!
    4. Wait for delivery. Open your door, and find all of the products you need on your doorstep.

    Keep it simple and use the Healthy Living Medical Supply one-stop-shop!

    WE LOVE TO HELP.

    • Reach us through online chat at myhlms.com.

    • Call us @ (866)779-8512 or text us @ (248)577-9903.

    • 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.

    Meet the Awesome Ben, Healthy Living’s Newest Team Member

    Welcome Ben! Our new accountant has been living in Michigan for 16 years and has spent most of his last 11 years working as an accountant at St. Vincent de Paul in Detroit.

    Through web exploration, Ben came to the Healthy Living website, saw a job posting, and liked our Core Values. He applied, interviewed, and was hired! Ben has explained why the Healthy Living Core Values resonate with him:

    “Healthy Living is centered on giving customers the best service, and in order to do this, employees need to be filled with acceptance and equipped with the tools they need. For employees to pass on values to customers, they must be satisfied to work with the organization. You can’t give what you don’t have inside.”

    It's been about three months since Ben started at Healthy Living, and he says that he loves working here because the work environment is light and motivating. He looks forward to coming to work every day because he has connections with other employees. In Ben’s words, “Everyone is cheerful, wearing a smile, willing to help, and has teamwork and team spirit.” He feels like he belongs here.  

    Ben believes that his strengths that help him on the job are communicating well with coworkers and his supervisor, accepting constructive criticism, and focusing on teamwork. Ben feels that, “It’s okay if people have different perspectives in a team.” He is sure to wear a smile because it causes his day-to-day life to flow more smoothly.

    Some of Ben’s favorite pastimes are tennis, walking in the park with his kids, bike riding, canoeing on rivers, yardwork, and vegetable gardening. And this is a great time of year for him because the fall season gives a lot that brightens his mood, including the cooler air, natural beauty and fall colors, and the Thanksgiving holiday.

    “With great success comes great responsibility.” This is one of Ben’s favorite quotes, and he uses the expression when talking with his 18-year-old daughter and his niece. He tells them that if they want to be great and successful in their careers and their families, they need to take up responsibility and be accountable. That is the road to success.

    We are grateful that Ben joined the Healthy Living Medical Supply team and we can see his smile every day!

    Final Healthy Living Player of the Week – Spotlight on Tammi

    For our fourth and final Player of the Week for this fall, please meet Tammi. She had great support from managers in her nomination. She is appreciated for her “calm demeanor and unending willingness to do just about whatever task is sent her way.” Another manager added, “She is a great worker who is willing to do whatever is needed of her.” Tammi works in billing and shipping, and we are all lucky to work together with her!

    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.

    Diabetes Is Expensive: How Healthy Living Helps

    Broad Scale Price Hikes

    It’s an expensive chronic disease to manage. Diabetes takes a financial toll on patients and families and on the health system. Type 1 diabetes alone accounts for $14.9 billion in healthcare costs in the United States each year, according to the JDRF. The price of supplies has also gone up. In the case of Glucagon, an emergency drug for people with diabetes, Truven Health Analytics reports that the list price has gone up 544% since 1998. One vial cost $40 in 1998 and now has a list price of $257.60. 

    Glucagon Emergency Kit

    Glucagon Emergency Kit

    Cost Increases Hit Patients

    At Healthy Living, we are especially tuned-in to the burdens that diabetes can create for individuals living with the condition. The cost of insulin has been increasing, and high health insurance deductibles make patients responsible for a greater portion of supply costs than ever. As noted by Business Insider, diabetes-related expenses can climb higher than $1,000 a month for only one person.

    Healthy Living Helps

    Our goal is to ensure that our patients NEVER run out of supplies so that they can stay adherent to their prescribed therapy while at the same time making sure there isn't unnecessary and costly surplus.

    Our Process

    It usually begins with Michelle, who works closely with insurance companies and plan benefits portals to thoroughly verify insurance and member benefits. This helps members know exactly where they stand with their insurance, deductible balance, co-pays. Then, Healthy Living’s experienced customer care agents break out potential orders into a la carte options - this allows members the opportunity pick and choose the supplies they really need and hold off on ordering the items where they may have surplus. The Healthy Living Medical Supply team serves as personal consultants for customers to help them maximize their insurance benefits. 

    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.

    Healthy Living Celebrates Customer Service Week 2016 Company-Wide

    Healthy Living team members wearing pink for Breast Cancer Awareness Month as part of Customer Service Week 2016 festivities.

    Healthy Living team members wearing pink for Breast Cancer Awareness Month as part of Customer Service Week 2016 festivities.

    At Healthy Living, one of our greatest goals is keeping the entire company zeroed in on customer service to maintain a high level of customer care for our members, plans, partners, and fellow employees! As we celebrate Customer Service Week 2016, all departmental teams will participate since everyone has a hand in helping Healthy Living provide extraordinary customer experiences every day.

    This year’s Customer Service Week began on Monday, October 3. This week, we’re having fun while celebrating excellence in the area of customer care. We have an exciting schedule for the week including an employee event at Punch Bowl Social, a hardhat tour of the new Healthy Living world headquarters in Detroit, an in-house smoothie day, and lunch from Ned’s TravelBurger. We’re all getting fired up for the corn toss tournament, and we’ll be wearing some special clothes each day – pink for breast cancer awareness month, college attire, hats or wigs, NFL jerseys, and jeans!

    Do you want to give a shout out to Healthy Living customer service? Give us a ‘Like’ or leave a comment on Facebook, Twitter, or LinkedIn. You can also text us at (248)577-9903 and we will receive your feedback. Thank you!

    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.