Medicare Part D Members Frequently Asked Questions
Q: How does this affect my prescription drug benefit?
A: This will not affect your prescription drug benefit. The only difference is that the mail order company will be Medco starting January 14, 2008. The member should refer to their Evidence of Coverage (EOC) or Summary of Benefits.
Q: I currently use ESI for my mail order prescriptions. Do I need to obtain a new prescription in order to use Medco?
A: No. Provided that your prescription has refills remaining, there is no need for a new prescription. Your prescription will be transferred to Medco, and any remaining refills due on or after January 14, 2008 will be provided by Medco.
Q: Do I need to complete the "Transfer of your mail-order prescription refills" form that was included in the mailing?
A: It should not be necessary for you to complete this form. The only reason why you may need to complete the form is if ESI fills a prescription after the 1/14/08 transition; then you would need to complete the form in order to receive refills from ESI. (Pharmacy Services will be monitoring for prescriptions that may be processed during the transition time and will contact members to advise them to complete the form).
Q: I use ESI and have refills due prior to 01/14/08. Do I need to contact ESI or Medco to transfer my refills?
A: No. You will receive your next refill due before 01/14/08 from ESI. Your prescription will automatically be transferred to Medco and any remaining refills will be provided by Medco after 01/14/08 upon your request. Please note that you will still need to request your refill with Medco as you currently do with ESI.
Q: I use ESI and have refills due after 01/14/08. Do I need to contact ESI or Medco to transfer my refills?
A: No. You will receive your next refill due after 01/14/08 from Medco. Your prescription will automatically be transferred to Medco and any remaining refills will be provided by Medco after 01/14/08. Please note that you will still need to request your refill with Medco as you currently do with ESI.
Q. How do I request refills through Medco?
A. Beginning January 14, 2008 you can request refills in one of three ways:
- Visit www.medco.com, register first, then click on "Order Center".
- Use your HIP member ID number and a recent prescription number to register.
- All covered household members 18 and over should register, too.
- Call Medco at 1 800 820-9726. Have your ESI prescription number handy when you call. If you have a hearing or speech impairment and use a TDD, call 1 800 759-1089.
- Mail the mail form, affixing your refill slip if you have one, to Medco By Mail in the postage-paid window envelope provided.
Q: What happens if I send my prescription to ESI prior to the 01/14/08 transition date?
A: If ESI receives the prescription prior to 01/14/08, the prescription will be filled at ESI and mailed to the member. Any remaining refills on the prescription will be transferred to Medco. As with ESI, the member will be responsible for requesting a refill on their medication from Medco.
Q: What happens if I send my prescription to ESI after the 01/14/08 transition date?
A: ESI will forward any prescriptions received after the 01/14/08 transition to Medco for dispensing and mailing. This should be completely seamless to the member.
Q: What happens if I send my prescription to Medco prior to the 01/14/08 transition date?
A: If Medco receives a prescription prior to 01/14/08, the prescription will be logged and the patient information will be provided to HIP Pharmacy Services. Pharmacy Services will be contacting each member that sends a prescription to Medco between 01/01/08 and 01/14/08 to inform them that Medco has received the prescription but will not be able to process the prescription until January 14, 2008. It will be explained to the member that they should expect to receive the prescription approximately 8 days after the 01/14/08 transition date, which would be on or about January 24, 2008. Pharmacy Services will also provide members with a contact number should they have any questions or need to obtain additional medication until receipt of the mail order prescription.
Q: How can I start using Medco By Mail?
A: To get started using Medco By Mail for medications you take on an ongoing basis, ask your doctor to write a prescription for the maximum days supply allowed by your plan, plus refills for up to 1 year (as appropriate). To fill the prescription, you may:
- Mail your prescription(s) along with the enclosed "Medco By Mail Order Form" and required copayment in the envelope provided.
How can I get a mail order package:
- Mail Order packet was included in the mailing
- Download form from HIP's website at www.HIPUSA.com
- Download form from Medco's website at www.medco.com.
- Contact Member Services at 1 800 820-9726. If you have a hearing or speech impairment and use a TDD, call 1 800 759-1089.
- Ask your doctor to call 1 888 327-9791 for instructions on how to fax the prescription. Your doctor must have your member ID number (which is on your prescription drug ID card) to fax your prescription.
Q: Is there an additional charge for shipping and handling?
A: No. Medications are shipped via standard service at no cost to you. Express shipping is also available for an additional fee.
Q: How soon will I receive my mail-order prescription, and how can I check the status of my order?
A: Orders are usually processed and mailed within 48 hours of receipt. Please allow 7 to 11 days from the day you mail in your prescription. To check on the status of your order, visit www.medco.com and choose "Order status" from the left menu or call Member Services and use the automated system.
Q: How do I pay for my mail-order prescriptions?
A: You can pay by check, money order, or credit card. If you prefer to use a credit card, you have the option of joining our automatic payment program by calling 1 800 948-8779 or enrolling online.
If you pay by check or money order and happen to overpay, your account will be credited. If you send less than your cost of the prescription, in most cases you will get an invoice for the balance with your Medco By Mail order.
Q: How do I order additional Medco By Mail order forms?
A: Order online at www.medco.com or call Member Services toll-free at 1 800 820-9726 to use the automated system. We will mail the requested items to you right away. If you have a hearing or speech impairment and use a TDD, please call 1 800 759-1089.
Q: How do I refill my Medco By Mail Prescriptions?
A: Ordering prescription refills is easy. Be sure to have handy your member ID number (which is on your prescription drug ID card) and your prescription number for the medication.
- Online - Each time registered users log on to www.medco.com, available prescription refills will be displayed in the personalized "Order center," as well as within your prescription history. From the order center, simply check the box next to the items you want to order and follow the on-screen instructions to check out.
- By telephone - Call 1 800 4REFILL (1 800 473-3455) to use the automated refill system.
- By mail - Use the refill order form that will accompany your prescription. Mail it with your copayment to Medco in the return envelope.
To make sure that you don't run out of your medication, remember to reorder 14 days before your medication runs out. You can find the refill date on your prescription bottle, on the refill slip that comes with every order, or at www.medco.com.
Q: Who has access to my prescription information?
A: Medco has a strong commitment to your privacy. We have established effective administrative and technical safeguards to protect the confidentiality of your prescriptions and other information and to secure this information from unauthorized or improper access, disclosure, or use. In addition, Medco does not sell individually identifiable information nor lists of members and their covered dependents to outside companies for solicitation or marketing purposes.
Medco will not be able to answer any benefit inquiries. Also, please note that Medco 800 Customer service numbers will not be answering calls until the January 14, 2008 go-live date.
