Operations

What is Medical Alert System?

Medical Alert system AKA Personal Emergency Response System (PERS) is a console that has a “Help” button. Once you push this button you will get connected to our live operator who will assess your emergency and call for help.

How Medihill Medical Alerts work?

In-Home PERS connects you to our operators and then we send help to your home address that is registered for your system. Portable PERS also connects you to our operators and then we send help to your exact location provided by GPS technology.

What is the difference between In-Home Landline and Cellular systems?

Landline system has to be connected to a phone line jack and active phone service must be available. Cellular system has its own built-in wireless connection and can be based anywhere around the house (No phone line needed).

What is the difference between In-Home and Portable systems?

While In-Home system workes at one location where you set it up. Portable Emergency Alert devices can be used anywhere nationwide. Our operator will receive your location by GPS/Wifi technology built-in to our Portable devices.

What is Health Monitoring / Telehealth?

Health Monitoring Plan has all the features of Portable Medical Alerts and in addition you can use our Telehealth System with our certified vital signs measuring devices to automatically upload the collected data into our cloud-based portal. After that you can choose who will see the data and might receive notifications.

*Your data will be encrypted and not be revealed without your permission to anyone including Medihill.

 

How do I talk to the operator?

You will speak through a two-way voice communication system that is built-in into your Emergency Alert System. If for any reason, you are not able to talk we will try call you phone first before dispatching for an emergeny.

How long does it take to connect to an operator?

Medihill is the only company who will connect you in under a minute and we always upgrade to use the latest technology and connect faster. Our average connection time is about 30 secons.

Can I use my Medical Alert at Night?

Yes, our highly trained operators are available 24/7 every day including weekends and holidays.

If I push the button will the operator immediately call for help?

No, first we will try to determine type of emergency by talking to the user. If we do not get an answer, then we will send emergency help to the current location right away.

How will the operator know who I am?

Your Medical Alert System will be programmed to your name, phone number, address and other relevant information. Once you push the “Help” button from your device, our operator will receive this information and send for help to your exact location.

How will the operator know where I am?

For In-Home PERS we will use the address that you have provided. For Portable PERS we will use GPS technology to find your exact location.

What if my personal information changes?

If your personal information (phone, address, contacts) has changed, please notify our customer service team promptly at 1.855.633.4445 or contact@medihill.com to update our systems. Otherwise, we might not be able to properly direct assistance to you in case of an emergency.

Will/Can an operator contact my family?

Yes you give us a list of people to contact in case of emergency and our operators will reach out to call, text or email anyone you choose.

What happens if I push the button by accident?

Wait until you get connected to an operator. Tell that you are OK and do not need help.

Fees

Is there a long-term contract?

No our service can be on a month to month basis but the longer period of time you sign up for the rates are better. So you would find that quarterly, semi-annual or annual rates would be less expensive than the monthly rate you would pay.

For better customer satisfaction we permit to cancell any longer term contracts for low $35 fee.This allows customer to keep all the longer terms prepaid service discounts but have an option to cancel at any time and still save. Othewise, there are no cancellation fees for expired terms.

 

 

What is the cancellation procedure?

If you would like to cancel our service for any reason, please send us a notice in writing or by email service@medihill.com. Once we receive the notice, we will stop the monitoring service at that time. We will also provide you with a Return Authorization Number (RAN) number which gives you the ability to return the equipment to us. Once we receive the equipment back in our possession, and in proper working condition, we will terminate the account without any fees. If a refund is due to you, it will be processed at that point in time.

Do you accept insurance?

Yes we accept many insurances but not all. Generally we accept most Medicaid Waivers in most of the States and some medicare coverages. For reimbursement through Medicare, you would have to check with your individual carrier before hand to determine if they would cover and reimburse for payments for our service. For service initiated through Medicaid Waiver, all requests for the equipment and coverage would have to be initiated by the Managed Care organization, or your insurance company and/or the case manager or support coordinator depending on your individual circumstances.

If more than one family member gets one of your emergency alerts, will I be able to get a discount on the service?

If you are getting more than one device for people in your family, we will arrange to give you a discount of 5% for each of the services your family members would be enrolling for.

Are there any senior organization discounts?

Please, call 1.855.633.4445 or email contact@medihill.com to find if your senior organization membership is qualified for a discount.

Are there any hidden fees?

No, you pay only for the monthly service you have signed up for.

Can my fees change?

Your fees will never change unless you want to upgrade/downgrade your service or add other features like fall detection, protection plan, telehealth e.t.

 

Will I be charged more money if the button gets pushed more frequently?

Absolutely not. Our only goal is to keep you safe. Your fees are not affected and will not go up if you push the button more frequently.

 

Is there a trial period?

Yes, you can return the equipment within 30 days for full refund.

Cancellation Fee

Our services are prepaid. Once the term has expired there are no cancellation fees. If you wish to cancel the service before your prepaid term we will charge you flat rate $35 fee.

 

*Emergency Alert Device needs to be returned without physical damage to avoid equipment fee.

How to get Medihill® Medical Alert System by Medicaid, Medicare or other Insurance

If you would like to get you Medical Alert paid by your insurance program, you need to contact either your Case Manager or Insurance Agent to verify your eligibility. Make sure that you let them know that Medihill should be your Provider. They will add Medihill as the service provider and will send the Authorization form to us. After that we will contact you and arrange the delivery and activation.

We are at Medihill are not able to contact any insurance company on behalf of the participant. If you would like to start the service immediately than you can pay by credit card and we will issue the refund once your insurance pays for it.

Equipment

Do I own this equipment?

No, the way our service works is that we are renting the Emergency Alert equipment to you for a specified period of time, and you are being charged for the particular type of service which you signed up for which is why we need to receive the equipment back in working condition before the service can be completely terminated. 

None of the Accessories that are paid for need to be returned. Only main PERS unit.

Do I need a phone line in order to use your service?

No, it can work with cell service in the area. Both Medihill In-Home PERS with cellular service and Portable units use their own wireless network.

Do I need to get another landline just for medical alert?

No our PERS will be able to use your existing Landline. However, if you have home service which utilizes voice over IP services like Vonnage, then your landline will not work. In that case, you could order home based services which would access cellular service or use one of our portable GPS units as they work independently. So if you chose cell service, you would not have to have a landline.

Is In-Home Landline going to interfere with my home phone line?

https://medihill.com/personal-emergency-response-system/No, our units can work independently. If you choose the cellular service, then you will not need to have a landline or any other phone connection.

 

 

Will my Medihill In-Home PERS work with any landline phone service?

Our landline service will NOT work with VOIP services like Vonage. In that case you can order Medihill In-Home PERS with cellular service or Portable unit.

Does Medihill offer service in my area?

Medihill service will work anywhere in the United States with a landline. Wireless services depend on AT&T / T-Mobile coverage in the area.

Medihill Coverage Area.

A&T Coverage Map.

 

Should I test my equipment regularly?

The equipment should be tested at least once a month. Once you actually connect with one of our operators, just tell them that you are testing the equipment. In addition, we ourselves send a silent signals to your equipment regularly to make sure that it is working properly.

How can I wear a pendant?

In-Home pendant can be worn around the neck or as a bracelet on the wrist.

Portable pendant canbe worn around the neck or clipped to the belt.

What is the battery life of a pendant?

Usually the battery life of a Pendant is about five years. Test the pendant regularly and if it stops working, it will be replaced at no charge to you.

What will happen if I lose electrical power?

Our In-Home PERS has 24 hours backup battery so you will be covered for one day.

Will someone be able to see my location with portable PERS?

Once you are out of the home, the mobile device has GPS technology but it remains passive (meaning it is not turned on) until or unless you push the button or an emergency arises. Only then will our service turn on the GPS to find where you are located.

Where do I return equipment?

View our Shipment And Returns policy

Warranty

Does the Medihill Medical Alert System come with a warranty?

If the equipment has a manufacturer defect with normal wear and tear, a replacement will be sent to you at no charge. If it is lost or stolen or damaged, a $150 replacement fee will be charged unless you have taken an equipment protection plan.

 

Can I purchase an extended warranty for the Medihill Personal Alert System?

For both our In-home and Portable models, you may purchase our protection plan. This warranty includes an annualtwo-time replacement of either device if damage/loss takes place and saves you from paying up to $150 for a replacement.

 

Insurance

Do you accept Medicaid?

Yes, we accept Medicaid Insurance. In order for us to provide the service we need to receive authorization from your Program Case Manager. When making a request make sure they know that you would like Medihill to be your service provider. Program Case Manager will be able to find us in the list of providers and send us authorization or contact us for any questions. We will arrange everything else regarding to the equipment and service.

Note: We cannot contact your Insurance or Health Workers on your behalf to get the authorization for the service.

Do you accept Medicare?

Yes, we accept certain Medicare Advantage Plans. Please, contact your Insurance to find out if your Medicare Advantage Plan will cover Personal Emergency Response System. If it does, then you need to make a request for service or contact us to help you all neccessary arrangments.

 

Do you accept Health Insurances?

Every Insurance is different. You will need to contact your insurance company to find out if Personal Emergency Response System is covered for you. If it does, then you need to make a request for service or contact us to help you with all neccessary arrangments.

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In the portal you can view your Subscriptions, Invoices, Payment History, Statements . You will be able to make payment via secure payment gateways and update your payment information if you want to use a different credit card or update an expiration date.

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Click "Forgot Password?" and restoration instructions will be sent to your email.

 

Call us at 1-855-633-4445 or email sales@medihill.com for more information about Medihill Medical Alerts.

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