Getting a new item into Helia requires action from your corporate team — not from you as the rep. Here's how the process works and what to do if an item you need isn't showing up.
How new items get added to Helia
Two things must happen before a new item can appear in Helia:
Your corporate team provides the item data to Helia — including product code, description, unit of measure, and pricing.
The health system's contracting team confirms the item is covered under an active agreement at the relevant facilities.
Once both are confirmed and any pricing discrepancies are resolved, our team loads the item. Neither side alone is sufficient — both must provide documentation.
What to do if an item is missing from the catalog
Do not substitute a different item — substitutions create reconciliation problems that are difficult to fix after the fact. Instead:
Confirm with your corporate team that the item has been submitted to Helia and that it is covered under an active contract at the facility.
If your corporate team confirms both and the item still is not showing, submit a ticket by clicking the chat icon in the bottom right corner with the item number, description, facility name, and any contract reference your team can provide.
How long it takes
Timeline depends on how quickly documentation is received from both parties and whether there are any discrepancies to resolve.
Still need help? Click the chat icon in the bottom right corner to submit a ticket.