Frequently asked questions

What is the entity we contract with?

Helix Reserve LLC. It is the contracting entity on every agreement: your organization's business associate agreement, the master services agreement, and the vendor agreements behind them. Lumagen is the product; Helix Reserve is who signs.

Do you charge per counselor?

No. Every paid plan includes your entire team, with no per-seat fee and no limit. A genetics program serves hundreds of families with a handful of counselors, and charging per seat would mean the only way to grow with us is to hire.

Our health system has its own BAA. Can you sign it?

Yes, on System. Practice uses our standard agreement, the one every organization accepts at sign-up. If your legal team needs to review and negotiate the terms, that is a conversation, and System is where it starts.

Can we use our own single sign-on?

On request, on System. Tell us your identity provider and we set it up with your IT team, along with provisioning that follows your directory so accounts appear and disappear without anybody filing a ticket. Practice uses email and password with multi-factor authentication required, which is the same protection on the account itself.

Is Lumagen a medical device?

No. It supports clinical decisions and does not make them. Every eligibility answer records the criterion, the guideline version and the pedigree facts behind it, so a counselor can check the reasoning and sign it, or not.

Can we turn recontact off?

Monitoring is part of every paid plan, not an add-on. If the volume of recontact items is the concern, tell us. That is a workload problem worth solving, and we would rather hear it than have you ignore the list.