Pricing updates in Helia don't happen automatically — they require a process that involves both your health system's contracting team and the supplier before any changes are made. Here's what to expect.
What happens after a contract change
When a contract renews or an amendment takes effect, our team needs to receive the updated documentation from both sides — your health system's contracting team and the supplier. We then review the two files, confirm they align, and load the agreed-upon pricing into Helia.
Nothing is updated in Helia without approval from both parties. This is the same process used during initial onboarding. See How is pricing determined and how are items loaded into Helia? for more context on how the dual-approval process works.
Typical timeline
Timeline varies depending on how quickly both parties provide documentation and whether there are any discrepancies to resolve. Most straightforward updates are completed within a few business days of receiving confirmed documentation from both sides. Updates involving discrepancies or multiple contract sections may take longer.
What to do in the meantime
If cases are being rejected for pricing while an update is in progress:
Do not approve cases at the wrong price.
Hold the case or reject it back to the rep with a note explaining that a pricing update is in progress.
Once our team confirms the update is live, the rep will need to delete and re-add the affected items before resubmitting.
Note: If you haven't already submitted a ticket with the updated contract documentation, do so as soon as possible. The update can't begin until we have what we need from both parties.
Still need help? Click the chat icon in the bottom right corner to submit a ticket.