Pricing in Helia is not entered by reps — it is locked before you ever submit your first case. Here's how it works.
How pricing gets into Helia
Before your facility goes live on Helia, our team collects contracts from both the supplier's corporate team and the health system's corporate contracting team. We compare the two sets of contract data, resolve any discrepancies upfront, and load only the agreed-upon, verified pricing into Helia as a locked dataset. Nothing is loaded without approval from both parties.
Why can't I change the price in the app?
Because pricing is pre-verified and locked, reps don't have the ability to manually enter or change prices on standard items. The one exception is items flagged as not on contract — in that scenario, and only if your health system's policy allows it, you may be prompted to enter a price manually. Otherwise, pricing is automatic.
If pricing looks different from what you expected
We understand this can be frustrating, especially if you've been working with these products for a long time. What's in Helia reflects what was verified and agreed upon by both your company and the health system before go-live — so if something looks different from what you were used to submitting before Helia, it may be that the contract data is simply being enforced in a more structured way now.
The first thing to consider is whether something recently changed on the contract side:
Did your corporate team inform you that a new contract was added or an amendment was made?
Do you have a contract number or amendment reference that supports a pricing change?
If the answer is yes to either of those, that's the clearest signal that something may genuinely need to be updated in Helia. Skip ahead to the "When it makes sense to reach out" section below.
If the answer is no, it's worth checking these before escalating:
Is the quantity or unit of measure correct? Some items are contracted per box but submitted as individual units — or vice versa. Check your supplier records to confirm how the item is priced.
Is the item flagged as not on contract? This may mean the item wasn't included in the agreed-upon contract data for this facility. It's worth confirming with your corporate team before assuming it's a Helia error.
When it makes sense to reach out
There are absolutely cases where pricing in Helia needs to be updated — and we want to know when that's the case. If you have a contract number or confirmed amendment, submit a ticket by clicking the chat icon in the bottom right corner and include:
The item number
The DO#
The price showing in Helia
The correct price from your records
The contract number or amendment reference
Our team will investigate and if the contract is valid, we'll get it updated.
If you don't have a contract number or amendment to reference, the best first step is to check with your corporate team. They'll be able to confirm whether something changed — and if it did, that information helps us resolve it much faster.
Note: Do not substitute a different item while waiting — substitutions create reconciliation issues that are difficult to fix after the fact.
Still need help? Click the chat icon in the bottom right corner to submit a ticket.