Frequently Asked Questions
If I am new to Optum Specialty Pharmacy, how do I get started?
How do I get my medication from your pharmacy?
If you're new to Optum Specialty Pharmacy and want to begin filling your prescriptions, start your fill with us.
If you are a current patient, simply sign in and request a prescription refill.
Once we receive your request, our pharmacy team will work with you and your doctor's office to fill your prescription and provide knowledgeable assistance and education. We offer convenient delivery of medications directly to your home or preferred location. We use experienced carriers to ensure your medications are carefully shipped. If your medications require special handling or refrigeration, they will be packed and shipped accordingly. There is no cost for shipping or handling.
Can I get all my prescriptions through your pharmacy?
We are a specialty pharmacy. We suggest you continue to use your regular pharmacy for all other medications. However, it is important for us to know about any changes to other medications you receive at your regular pharmacy.
Why should I pick a specialty pharmacy when I can drive to a retail pharmacy in my neighborhood?
Specialty pharmacies handle medications that are considered the most complex and often require special handling. Our specially trained pharmacists can make your treatment experience easier and more comfortable, and we offer a 24/7 support staff to answer any of your questions. We keep ample stock of medications available, so you can adhere to your physician's prescribed treatment schedules without delay.
Our services include:
- An individualized patient care plan
- Verbal and/or written education about medications
- Medication self-administration training
- Communication with your physician
- Manage your account and request refills online, anywhere and anytime
- Free shipping for delivery of all medications and medication supplies
- Assistance in identifying financial assistance programs
- Clinicians available 24/7 for emergency support
If I still need help or want to talk to someone, what time can I reach someone from customer service?
A member of our team of patient care coordinators, pharmacists and nurses are available 24 hours a day, seven days a week. You can call us toll-free at 1-855-427-4682 or at the number listed on your medication label.
My doctor told me I will need to inject some of the medications myself, and I’ve never done this. Can you help me?
Our pharmacy offers a number of resources to help you learn how to inject your medication. Sign in to request a secure video consult for a live demonstration with an expert clinician or live chat with a pharmacist to walk through safe, comfortable administration of your medication. We provide educational literature and information with your medication shipment.
I was recently diagnosed with a condition that requires home infusion services. Can you help me?
Yes! With Optum Infusion Pharmacy, patients have the opportunity to receive vital fluids and medications in the comfort and privacy of their own home. Learn more by visiting Optum Infusion Pharmacy.
How should I properly dispose my needles, syringes and/or medications?
Safe needle and syringe disposal
Optum Specialty Pharmacy provides free Sharps containers so you can dispose of needles, syringes and used injection devices in a safe and proper manner. If you need a new Sharps container, you can request one from your patient care coordinator when you schedule your shipment.
The Environmental Protection Agency (EPA) has several needle disposal guidelines to help decrease community exposure to needles. You should never:
- Throw loose needles in the garbage
- Flush used needles down the toilet
- Place needles in recycling containers
Your local area may have different guidelines for needle disposal. If you are not sure about the correct way to dispose of needles in your area, check the following local resources:
- Your local municipality or waste company website
Safe medication disposal
To dispose of unused or unneeded medication, Optum Specialty Pharmacy recommends you contact your city or county government trash and recycling services. Deterra Drug Disposal Pouches are available, upon patient request. The Deterra System is a scientifically proven product, powered by patented MAT12 Molecular Adsorption Technology. In a simple three step process, a user can deactivate drugs, thereby preventing drug misuse and protecting the environment. Click here for additional information.
The following resources may also be useful:
If I cannot afford my copay responsibility, is there help available?
There may be help and your pharmacy team member can assist with next steps. Speak with a patient care coordinator at 1-855-427-4682 if you have questions.
I am a fertility donor and am not able to register or sign in.
Certain fertility donors don’t have the capability to register on our online platform. If you have a refill requirement or have any questions, please call us at 1- 877-358-9016.
Account Management and Delivery
If I have existing prescriptions with Optum Specialty Pharmacy, can I manage my account online?
Yes. Using your Optum Specialty prescription number to register your online account. Once registered, you can:
- Request a refill and schedule delivery
- Track current orders
- View your prescription history
- Make a payment
- Request statements
- Live support
How do I request a refill on my prescription?
You can initiate a refill request online after you've registered for an account. Once registered, you can refill your prescriptions plus check your prescription history, order and shipping status, medical coverage and more.
I am having difficulty registering my online account, Can you help me?
Only existing Optum Specialty Pharmacy patients can register for a HealthSafe ID to activate their online account. If you're new to Optum Specialty Pharmacy and want to begin filling your prescriptions with us, call 1-855-427-4682 to start the process
If you are an existing Optum Specialty Pharmacy patient and are unable to complete registration for your HealthSafe ID, please check to ensure that you are entering the patient name and prescription number (including the two-digit prefix code, if present) exactly as it appears on the Optum Specialty Pharmacy prescription label or account statement.
If you are still unable to register successfully, then please call 1-855-427-4682.
Can I see the status of my order online?
You can track the status of your orders by accessing your online account and clicking 'Orders'. From there, you can see the status of any pending online order requests or view the status of any open orders we have for you; this includes orders that were placed over phone or by your physician
Do you offer Saturday Delivery?
When necessary, we can arrange for Saturday delivery. We sometimes suggest avoiding Saturday deliveries, because the level of service can differ in certain areas. We prefer to have the prescription delivered to you during the week, to keep with the medication schedule prescribed by your doctor.
Do I have to be there to sign for the prescription when it is delivered?
It is not necessary. Before shipping any order (new or refill) we will always make contact with you to confirm the delivery date, and agree on a safe place to leave your package, so you can easily retrieve your delivery, on time.
What are the general browser requirements to use this site?
- Browser version requirements
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- Mozilla Firefox 44 and above
- Mobile device Operation System requirements
- For iOS device: iOS 9.0 or later
- For Android device: 5.1 or later
- Download the iOS app or Google Play app on mobile devices for best experience
Can I submit a prescription electronically?
Yes. Electronic Prescription is the fastest and most convenient way to get your patients the medication they need. Add the Optum Specialty Pharmacy profile in your electronic medical record (EMR) system using Optum Specialty Pharmacy information and send the prescription to us. For more information on submitting an electronic prescription, check out the ePrescribe Information page.
Will you manage the PA process for me?
Insurance companies and third-party payers vary significantly in their PA practices and policies, and usually their policies don't allow us to complete the entire process on your behalf. Whenever allowed by the insurance carrier, we will initiate, facilitate and manage the process for you, including getting the appropriate forms that need to be submitted and completing as much of the demographic and clinical information as we have available, before faxing it to you for approval. In some cases, your office is required to request the PA form directly, or complete it online or via telephone. In these cases, we will notify you immediately and provide as much support and information as we can.
How do I submit a PA?
Send us the PA via electronic prior authorization (ePA) available through CoverMyMeds. Alternatively, you can fax it to us at 1.800.218.3221. We will submit the PA form to the insurance company for you and work through the entire process to ensure the prescription is completed and delivered to your patient.
What if I want to process the PA myself?
We are happy to work with you and provide as much support as you need, in order to make your job easier. We simply ask that you please forward to us the prescription order and indicate that you have already submitted the PA.
How can I learn more about your home infusion services provider, Optum Infusion Pharmacy?
Optum Infusion Pharmacy goes beyond nurses' care, patient education, pharmacist and nutrition support monitoring by providing patients with the latest in home infusion technology with the most user-friendly mode of medication delivery. You can learn more about Optum Infusion Pharmacy by visiting our website.
Does Optum Specialty Pharmacy participate in the Federal government 340B Drug Pricing Program?
Optum Specialty Pharmacy network of pharmacies has provided healthcare organizations selection of Optum Specialty Pharmacy as their 340B Contract Pharmacy since July 2016. Our current listing of covered entities we serve can be found on the 340B Office of Pharmacy Affairs Information System (OPAIS). To learn more about Optum Specialty Pharmacy and our 340B Program, please email us.