When your facility first goes live on Helia, our team collects contracts from both the health system and the supplier — including any local agreements. We then work through any discrepancies between the two sides, and only the agreed-upon final pricing gets loaded into Helia. This means pricing in Helia is generally accurate at go-live.
The most common reasons pricing may look off after that point are a pricing amendment that hasn't been updated in Helia yet, or an additional contract being added that we haven't received yet.
If you're seeing widespread discrepancies across multiple items:
This usually means a contract file needs to be updated in Helia. Submit a ticket and attach the updated contract file if you have it. Pricing changes require confirmation from both the supplier and the facility before anything is updated — both sides need to agree before we make changes in Helia.
If a pricing issue is already known and being worked on:
Do not approve the case until the correction has been confirmed in Helia. Approving at the wrong price creates downstream reconciliation issues that are harder to unwind after the fact.
If items are showing incorrect pricing after a pricing update has been confirmed:
Existing cases won't automatically refresh. The rep will need to delete the affected items and re-add them — the updated price will then populate. The entire case does not need to be deleted and resubmitted.
Note: When submitting a ticket for a pricing discrepancy, it's helpful to include your contract number if you have it, along with an example item that's showing incorrect pricing. That gives our team a starting point to investigate quickly.
Still need help? Click the chat icon in the bottom right corner to submit a ticket.