When a new supplier goes live on Helia at your facility, their reps have been notified and trained — they know they're live and should be submitting cases through Helia. Here's what to expect and how to handle common questions that come up during the first few weeks.
If you notice a rep attempting to submit through a paper billing sheet instead of Helia, please redirect them to the platform. All bill-only cases for enabled suppliers should be submitted through Helia regardless of the circumstance.
Where do new supplier orders appear?
All delivery orders — regardless of supplier — appear in your Delivery Orders view on the web platform at heliaconnect.com. You can filter by supplier name to focus on orders from the newly connected vendor.
What about pricing?
Pricing for the new supplier is loaded into Helia based on your facility's active contract with them. If you see items flagged as not on contract during the early days of a connection, there are a few possible reasons:
The contract hasn't been fully configured yet. Our team works to ensure pricing is loaded before go-live, but some items may still be in progress.
The item isn't covered under your current agreement with that supplier.
The item exists in the catalog but isn't part of the specific contract section for your facility.
If you see widespread pricing flags or items you believe should be on contract, submit a ticket by clicking the chat icon in the bottom right corner with the supplier name, item numbers, and your facility name. Our team will review the contract configuration and resolve discrepancies.
What if you don't see a supplier's orders at all?
If a supplier rep tells you they've submitted a case and you can't find it in your queue:
Clear all filters in your Delivery Orders view and search by DO# or surgery date.
Confirm the rep submitted the case to the correct facility in Helia.
If the order still can't be found, submit a ticket by clicking the chat icon in the bottom right corner with the DO# and we'll locate it.
Tip: During the first few weeks of a new supplier connection, check your Delivery Orders queue more frequently and review rejection comments carefully. Most early issues are resolved quickly once the contract configuration is finalized.
Still need help? Click the chat icon in the bottom right corner to submit a ticket.