When a contract renews or a pricing amendment takes effect, the updated pricing needs to be submitted to Helia before it will reflect in the platform. This process runs through your health system's contracting team — Helia works directly with them to validate and load any changes.
If you believe pricing in Helia is incorrect:
You have two options:
Work through your contracting team — flag the discrepancy internally and have your health system's contracting team reach out to us with the updated contract or amendment documentation. This is the preferred path as they'll have the authoritative contract on file.
Submit a ticket directly — if you have the documentation, submit a ticket by clicking the chat icon in the bottom right corner and include the facility name, supplier name, the updated contract or price file attached, and the effective date of the new pricing. Our team will coordinate with your contracting team and the supplier to validate before loading any changes.
Note: Pricing updates aren't automatic and require confirmation from both the supplier and the facility before anything is changed in Helia. If a new contract or amendment is in effect but Helia still shows old pricing, it means the updated documentation hasn't been received and validated yet.
Still need help? Click the chat icon in the bottom right corner to submit a ticket.