Healthcare System/Facility Teams
Answers for facility staff managing orders, reviewing cases, and processing purchase orders on the web.
52 articles
Getting Started with Helia
Learn what Helia is, how the bill-only process works, and how to connect your facility and suppliers to get started.
- How do I get access to Helia as a facility team member?How facility staff request a Helia web platform login — who to contact, what information to provide, and what to expect.
- What is Helia and how does it work for our facility?What Helia is, why your facility uses it, and how the order workflow works from surgery to payment.
- How do we connect our facility to Helia?How facility connections work, who initiates the process, and what to do if your facility isn't live yet.
- Which suppliers are live on Helia? How do we add a new one?How supplier scope is determined at your facility and what to do if a supplier isn't live yet.
- A new supplier just went live at our facility — what should we expect?What happens when a new supplier goes live on Helia at your facility, where their orders appear, and how to handle pricing questions.
- What happens when a facility disconnects from Helia?What a facility disconnection from Helia means for open orders, in-progress POs, rep access, and how to manage the transition.
- How is pricing determined and how are items loaded into Helia? [Facility]How Helia loads and locks contract pricing before go-live, what the dual-approval process means, and what to do if pricing looks incorrect.
- What training is available for reps at our facility?How supplier reps are trained on Helia, what the onboarding process looks like, and what to do if a rep says they weren't notified.
- What is a bill-only order, and what types of cases go through Helia? [Facility]What bill-only means in Helia, which cases your team will see, and how to handle submissions that don't belong there.
Reviewing & Approving Cases
How to review, approve, and reject delivery orders submitted by reps, including CAP codes, off-contract items, and rejection comments.
- How do I review and approve a delivery order?Step-by-step guide to reviewing and approving a delivery order in Helia.
- Can our team edit case information after a rep submits?What facility staff can edit directly on a submitted case without rejecting it.
- What does a ‘not on contract’ item mean and what should I do?What a not-on-contract item means in Helia, how your health system policy determines pricing, and when to approve or reject the order.
- How do I reject a case back to the rep — and what should I write in the comments?How to reject a case back to the rep with clear, actionable comments.
- What happens when an order with a PO gets rejected — and will I be notified?What to do when a Helia order that already has a PO is rejected, how reconciliation works, and how PO rejection notifications are sent.
- A rep hasn't made their corrections — what should we do?What to do when a supplier rep hasn't corrected and resubmitted a rejected Helia case, and how to follow up directly and efficiently.
- What do the order statuses mean? [Facility]A plain-English guide to every order status in Helia for facility teams — what each status means and what action is needed from your team.
- A delivery order has been sitting in 'Review Delivery Order' for a long time — what's happening?Why a Helia delivery order stays in Review Delivery Order status and what your facility team needs to do to move it forward.
- The wrong facility is showing on a delivery order — what does that mean and how do we fix it?Why the incorrect facility appears on a Helia delivery order, what causes it, and the steps to get it corrected.
- I'm seeing delivery orders from facilities I don't manage — what's happening?Why your Helia account may show delivery orders from other facilities and how to get your access corrected quickly.
- I can't see delivery orders for my facility — or I'm only seeing orders from the wrong location. What do I do?What to do when your delivery orders are missing in Helia or showing for the wrong facility.
- I can't find a case or order. Where do I look?How to find a missing case or order in Helia on the web using filters, search, and date ranges.
- There are duplicate cases for the same procedure. What do I do? [Facility]How to identify and handle duplicate delivery orders in Helia on the web.
- What is a CAP code and what does it mean when I see one on a delivery order? [Facility]What facility staff need to know about CAP codes when reviewing cases in Helia.
Purchase Orders
How POs are generated at your facility, what to do when a PO is missing, and how to resolve ERP sync issues with SAP, Lawson, or Oracle.
- How does PO generation work at our facility?How purchase orders are generated at your facility — automated or manual entry.
- Why hasn’t a PO been issued for an approved case?Why a PO hasn’t been issued after a case was approved, and how to resolve it.
- A PO shows in Helia but not in our ERP. What's happening?What to do when a PO appears in Helia but isn't reflecting in your ERP system.
- An item was used in a procedure but isn't on the Helia order. What do we do?What to do when a supplier confirms an item was used in a procedure but it wasn't included in the original Helia delivery order.
Pricing & Contracts
What to do when pricing in Helia doesn't match your contract, how to request price file updates, and how UOM discrepancies are resolved.
- What do I do if pricing in Helia doesn’t match our contract? [Facility]What causes pricing discrepancies in Helia and what to do when you see one.
- How do we request a contract or price file update in Helia? [Facility]How to request a contract or price file update in Helia when a contract renews or an amendment is made.
- What is a UOM discrepancy and how is it resolved? [Facility]What a UOM (unit of measure) discrepancy is, why it affects pricing on a delivery order, and how it gets resolved.
- How long will it take for pricing to update in Helia after a contract change?What to expect after a contract change request, typical update timelines, and why both parties must approve before pricing goes live.
- What happens when a contract expires while a case is still in progress?What a contract expiration means for pending Helia orders and what your team should do while renewal is in progress.
- How do local pricing agreements work, and why might an item price differently at our facility?Why the same item may price differently at your facility in Helia and what to do if something looks wrong.
- What happens when our facility changes pricing tiers or levels?What a facility tier change means for pricing in Helia, how the update gets processed, and what to expect during the transition.
- An item in a delivery order is tied to the wrong SIN. What should I do? [Facility]How to identify a SIN mismatch on a delivery order and get it corrected.
Invoicing & Billing
How to request access, add or remove team members, and use the activity feed and Delivery Orders page.
- How does invoice routing work in Helia?How invoice routing works in Helia and where invoices are sent after approval.
- How do I upload an invoice to an order in Helia?How the invoice step works in Helia and what to do if an invoice hasn't been entered on an order.
- What are Helia’s charges and fees to our facility?What to know if you have questions about Helia's platform fees.
- Our supplier is sending us invoices directly for orders already processed through Helia — what do we do?How to handle direct supplier invoices for orders already processed in Helia and prevent double-payment at your facility.
- I received a paper or emailed billing sheet for a supplier that's already live in Helia — what do I do?How to handle paper or emailed billing sheets from reps for suppliers already live in Helia and keep your records clean.
- The Helia DO number isn't showing up in our ERP or requisition notes — who's responsible and why does it matter?Why the Helia DO number must appear in your ERP requisition notes, what happens when it's missing, and who is responsible.
- How do I download a PDF of my order? [Facility]How to download a PDF copy of a delivery order from the Helia web platform for your facility's records.
- Why are there duplicate invoices on an order and how do we fix it?What to do if you're seeing duplicate invoices on a Helia order.
- A supplier invoiced more than the Helia PO — How do we handle payment?If a supplier invoices above your Helia PO, learn why the PO is your payment authority and how to handle vendor communication.
Account, Login & App Support
Can't log in or having app issues? Get back into Helia Connect fast.
- How does our team request access to Helia on the web?How to request access to Helia on the web for a new team member.
- How do we add or remove a team member’s Helia access?How to add a new user, remove access, or update an existing team member’s permissions.
- How do we update our facility’s payment method in Helia?How to securely update your facility’s payment method on file with Helia.
- How do we use the activity feed and communicate with reps in Helia?How to use the activity feed to communicate with reps and tag team members.
- How do I use the icons and filters on the Delivery Orders page?What the icons on the Delivery Orders page mean and how to use filters and search.
- How do I submit a support ticket? [Facility]How to submit a support ticket as a Helia facility team member — through the chat icon in the knowledge hub or via the Finn assistant.
- I'm a nurse. What's my role in Helia?What nurses need to know about Helia — no app or account required, just a quick sign-off on the rep's device when enabled at your facility.
- How do I reset my password?How to reset a forgotten Helia Connect password from the web login screen.