Frequently Asked Questions
Find the answers to some of the most commonly asked questions about specialty medications and related services and benefits.

What is a specialty medication?

Specialty medications are used to treat certain chronic or difficult to treat conditions, such as cancer or multiple sclerosis, that require extra support. These medications may need special handling or need to be given by your health care provider, and are not usually available from a retail pharmacy.

What is a Specialty Pharmacy Program?

Appropriate use of specialty medications is important to maintain and improve your health and quality of life. Our Specialty Pharmacy Program includes:

  • Personalized patient support from knowledgeable pharmacists and nurses
  • Pharmacists available 24/7
  • Support through clinical and adherence programs
  • Medication-related supplies
  • Monthly reminder calls to set up your next refill
  • Fast shipping in confidential, temperature sensitive packaging

Are specialty medications covered under the pharmacy or medical benefit?

Your plan decides what part of your insurance will cover a drug cost. Specialty medications can be covered on the pharmacy or medical benefit. In general, specialty medications you take on your own are a pharmacy benefit and those given by a health care provider are a medical benefit.


What makes a Specialty Pharmacy different?

Specialty pharmacies offer more than just prescriptions. They provide extra services and support. Specialty medications are not usually available at retail pharmacies because of special handling and storage.

Where can I get my specialty medications?

Click on Medications & Pharmacies and search for your medication to see a list of pharmacies that you can use.

Specialty medications given by a health care provider may be available directly from your provider.

For more help, call the number on the back of your health plan ID card.

How do I get my prescription to a specialty pharmacy?

Your new specialty pharmacy will be able to help you transfer your active prescriptions from your current pharmacy. If you’re out of refills, the specialty pharmacy will contact your doctor to get a new prescription.

How do I refill my prescription?

Call your specialty pharmacy directly. If you don t call to order your refill, your specialty pharmacy will contact you to setup your next delivery.

You can even sign up for text message reminders online at

Can I get all my prescriptions from my specialty pharmacy?

Specialty pharmacies are experts in providing specialty medications. Use your regular mail order or retail pharmacy for other medications.


How will my medication be delivered?

All specialty pharmacies will deliver your medication to the location of your choice. We use experienced shippers, such as UPS, to make sure your package is carefully shipped. If your package needs special handling, like refrigeration, we package and ship accordingly.

How do I get medication supplies such as syringes and sharps containers?

When you order your specialty medication, you can request these supplies be included with your order. Talk with your specialty pharmacy to learn more.


How do I contact a pharmacist?

Pharmacists are available 24/7 to answer your questions. Call the phone number on your prescription label or in your pharmacy materials (like the welcome kit you received with your first shipment).

What should I do if I have problems or side effects with my medication?

If it is an emergency, call 911. Call a specialty pharmacist 24/7 if you are having side effects or problems with your medications. Call your doctor if you are concerned about how your medication is working for you.

Where can I find information on sharps disposal?

Talk to your specialty pharmacy or visit the Environmental Protection Agency (EPA) website for more information on safe needle disposal options.

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