Pharmacy Benefit Management
Mail Service Pharmacy
Web Site System
|
| Pharmacy Benefit Management
Answers |
|
|
Registering |
|
1. Am I required to register on your web site
to receive my prescriptions?
No. However, by registering, you gain Internet access to your personal
benefit plan information via Walgreens Health Initiatives. You can look
up medications to find out if they are covered by your benefit plan and
find out your cost for a medication. You also will have access to all
your prescription history and your eligibility information by registering.
back to top
2. I am having difficulty registering. Can you help?
Contact our Customer Care Center,
and they can take you through the process, step by step.
back to top
3. How do I change my name or e-mail address in my
online registration?
You can change any of your registration information by modifying
your profile: Simply update the fields that need changes. Remember,
though, that while you can update your online profile by updating your
registration information on this web site, you are not updating your plan's
eligibility information. Walgreens Health Initiatives receives eligibility
information directly from your benefit plan and can not change it without
written authorization from the plan. Please contact your plan's benefit
administrator to change your eligibility information, for example, your
name or address, or to add dependents.
back to top
4. How do I change my password?
You can change your password
online. Enter a new password you will be able to remember. Your password
should be no less than 6 characters and no more than 15 characters. The
password can contain only alpha and numeric characters (this means, use
letters and numbers only, no symbols) and is case sensitive (upper- and
lower-case letters are not interchangeable). The password must use a
combination of letters and numbers and have at least one number between
letters or one letter between numbers.
back to top
5. I forgot my user name and/or password. How can I log in to my account?
We can help you retrieve your user name or reset your password through the web site.
As a security measure, we'll ask you to answer one or more security questions to prove your identity and regain access to your account. If you cannot remember the answer to your security question or you are still experiencing issues, contact Walgreens Customer Care.
back to top
|
Eligibility/ID Cards |
|
1. I never received my prescription ID cards.
How do I order more cards?
Most members can simply contact our Customer Care Center.
If our Customer Care representatives can not order your
ID card, they will provide a telephone number for you to call to make your
request.
back to top
2. What is the procedure for changing my address or
name?
To change any personal information or to add or remove
dependents from your plan, you must contact your benefits office or local
human resources department. You can update
your user
profile; however, updating your registration information on this web
site does not update your eligibility information with your plan. Walgreens
Health Initiatives receives eligibility information directly from your benefit
plan, and we can not change it without written direction from your plan.
back to top
3. How do I know if I'm eligible for prescription
drug coverage? What do I do if I am not eligible?
If you believe you should have coverage, you can
verify your coverage
online. If your coverage has indeed ended, you must contact your
benefit/health plan administrator. WHI receives eligibility information
directly from the plan, and we can not change it without written direction
from your plan.
back to top
|
Direct Member Reimbursement |
|
1. If I did not use my prescription ID card to obtain medication,
can I be reimbursed for that expense?
Depending on your benefit plan, you may be eligible for reimbursement.
You may submit a claim for reimbursement using a Direct Member
Reimbursement (DMR) Form, which you can obtain from your benefit/health
plan administrator. Also, depending on your benefit plan, the reimbursement
amount may vary. You always should use your prescription ID card at the
pharmacy as it allows you to fully utilize your pharmacy benefit
provided by your plan.
Since many plans do not cover out-of-network pharmacy prescriptions,
you should check with your benefit/health plan administrator regarding
the use of out-of-network pharmacies and reimbursement for prescriptions
obtained without a WHI prescription ID card.
back to top
2. If my pharmacy is not enrolled in WHI’s network of
pharmacies, can I be reimbursed for prescriptions from that pharmacy?
Depending on your benefit plan, you may be eligible for reimbursement.
You may submit a claim for reimbursement using a Direct Member
Reimbursement (DMR) Form, which you can obtain from your benefit/health
plan administrator. Also, depending on your benefit plan, the
reimbursement amount may vary. You always should use your prescription
card at the pharmacy as it allows you to fully utilize your pharmacy
benefit provided by your plan.
Since many plans do not cover out-of-network pharmacy prescriptions,
you should check with your benefit/health plan administrator regarding
the use of out-of-network pharmacies and reimbursement for prescriptions
obtained without a WHI prescription ID card.
back to top
3. How do I obtain a Direct Member Reimbursement Form?
If your plan offers direct member reimbursement, this form usually can be
obtained from your benefit/health plan administrator. You may also contact
our Customer Care Center.
back to top
4. How long does it
take to be reimbursed for a prescription?
Reimbursement generally takes four to six weeks from the date you mail
in the Direct Member Reimbursement Form. Be sure to complete the form
and attach both the prescription receipt and cash register receipts.
Without this information, your reimbursement may be delayed.
back to top
5. How do I check the status of my reimbursement request?
If you have not received a check or explanation of benefits within four
to six weeks of submitting a Direct Member Reimbursement Form,
contact our
Customer Care Center.
back to top
|
Preferred Medication List |
|
1. What is a preferred medication list, and why is it necessary?
A preferred medication list is a list of preferred medications that can help you and your
physician maximize your plan benefits while minimizing overall prescription drug costs to
you or your plan. Preferred medication lists play a role in helping to keep drugs affordable.
They may remind physicians and patients that there often are many equally effective choices
among available medications and promote the use of the least expensive and clinically appropriate
alternative.
back to top
2. How are drugs selected for the Walgreens Health Initiatives Preferred Medication List?
Drugs listed on the list have received U.S. Food and Drug Administration (FDA) approval as safe and effective,
and have been selected for the preferred medication list by a committee of physicians and pharmacists.
back to top
3. May I question a medication's status on the Walgreens Health Initiatives Preferred Medication List?
If you wish to voice your opinion on a medication's status, you may do so in writing.
back to top
4. What are the three tiers on the Walgreens Health Initiatives Preferred Medication List?
The three tiers on the preferred medication list are generic, preferred brands, and non-preferred brands: |
- 1st tier: These are generic medications, which generally have the lowest cost.
- 2nd tier: These are preferred brands and have a higher cost than 1st-tier drugs.
- 3rd tier: These are non-preferred brands and cost the most.
|
|
back to top
5. May I get a non-preferred medication?
A non-preferred brand may be covered by your
benefit plan at a higher cost. An alternative brand-name medication
also may be available at the preferred brand cost. If this is the case,
contact your physician to determine if the alternative medication may be
appropriate for you. Search the preferred drug list for a specific medication and its alternatives,
or print a copy of the preferred drug list.
back to top
6. What is a generic drug?
A generic drug is approved by the U.S. Food and Drug Administration (FDA)
and is chemically identical to its brand-name equivalent. To win FDA
approval, the generic drug must contain the same amounts of the same
active ingredients as its brand-name equivalent. A generic drug
typically is less expensive and is sold under a generic name for that
drug (usually its chemical name). Because generic drugs are less
expensive than their brand-name equivalent, your cost usually
is less, as well.
back to top
7. What is a preferred brand drug?
Preferred brand drugs are on our PML (preferred medication list) and may result in a lower cost.
All preferred brand drugs have received FDA approval as safe and effective, and have been
chosen by a committee of physicians and pharmacists. Members are encouraged to consider
preferred alternatives as a cost-effective substitution for a non-preferred drug, pending
their doctor's approval.
back to top
8. My drug is on the Walgreens Health Initiatives Preferred Medication List,
but it is not covered. Why not?
A drug is not automatically covered just because it is on the preferred medication list.
Your plan still may decide not to cover specific medications even though they are on the
preferred medication list.
back to top
9. Where can I obtain a copy of the Walgreens Health Initiatives Preferred Medication List?
Search the Preferred Drug List online for a specific drug and any alternatives that
may be available for it, or view and print a copy of the Preferred Drug List on this web site.
back to top
10. How do I determine my cost if my plan does not utilize the Walgreens Health Initiatives Preferred Medication List?
You can check
on specific medications on this web site to determine if the medication
is covered and what your cost will be. Please have available the name
of the medication, strength of the medication, and the quantity your physician
has prescribed.
back to top
|
Drug Coverage |
1. Why isn't my medication covered?
When a plan decides to provide a prescription benefit to its members, it
has the sole discretion to determine which medications to cover or exclude.
If your medication is not covered, you will be responsible for the total
cost of the medication.
back to top
2. What do I do if my medication is not covered, and
I absolutely must take that medication?
If the medication is not covered, your benefit plan has chosen not to
contribute to the cost of the medication. If this is the case, you
certainly may still take the medication, but you will be responsible
for the total cost of the medication.
back to top
3. How can I check if my medication is covered?
Search online
for a specific drug to find out if it's covered and what your cost
will be.
back to top
4. What is "prior authorization" or "prior approval"?
Some benefit plans require you to receive authorization
or approval before they will cover a particular prescription. The reasons
may vary depending on the medication, the quantity of the medication prescribed,
or the frequency of its administration. If your medication requires prior
authorization, contact our Customer Care Center
for more information on obtaining a prior authorization.
Please note that prior authorizations may take up to 24 hours to 48 hours to process;
a phone call inquiry will save you time over going to your pharmacy about
this matter. If you have prior authorization from a previous insurance provider, you will still need to receive authorization through Walgreens Health Initiatives.
back to top
5. How can I obtain information about my prescription
history?
Access your prescription
history to view and print up to 18 months of your previous prescriptions
processed through Walgreens Health Initiatives—both retail and mail service.
To maintain the security of your prescription history, if this is your first
time accessing your prescription history, you must enter an Rx number from
a prescription filled using your Walgreens Health Initiatives prescription
benefit. (This number can be found on the prescription label.) An Rx number
will not be required the next time you access your prescription history.
You can sort your prescription history by Rx number, the date the prescription
was filled, drug name, quantity, pharmacy, or your cost amount. You
also can request mail service refills from this page.
back to top
6. How do I know when I may get my next refill?
Most benefit plans require you to use a certain portion
or days supply of your medication before they will allow you to get a refill.
To determine the date you can next request a refill, go to your
prescription
history and locate the prescription you would like to refill. Select
the "Check" option under "Next Refill Date." You will be shown the next
date this drug will be available for you to request a refill. There must
be refills left on your prescription as prescribed by your doctor in order
to obtain the refill from your pharmacy.
back to top
7. Can I get 90-day supplies of my maintenance medication from a retail pharmacy?
Depending on your plan, you may be able to obtain 90-day supplies of your maintenance medications through our
Advantage90® or Walgreens90™ programs. These programs offers savings advantages, as you may enjoy a lower cost for
obtaining one 90-day prescription compared to three 30-day prescriptions. Please
log in to look up drug costs and learn more about the specifics of your plan.
back to top
9. Can I request the use of generic medications?
Yes, generic medications are a safe and effective alternative
to many brand-name medications and can help save both you and your benefit
plan money. Ask your pharmacist to dispense the generic equivalent whenever
possible. If you elect to use a brand-name medication when a generic equivalent
is available, your benefit plan may require you to pay the difference in
cost between the brand and generic drug in addition to your cost.
Find
out your cost for a specific drug online.
back to top
10. Where can I obtain more information about a specific drug?
Look up drug
information online, such as a medication's side effects, how to use
the medication, and drug interactions.
back to top
11. What is a "plan maximum"?
A "plan maximum" is a maximum dollar amount your benefit plan will pay
toward your prescription drug costs for a specified time period. For
example, this amount can be the maximum amount your plan will pay in a
one-year period or the maximum amount your plan will pay in your lifetime.
Once your plan maximum has been met, you are responsible for the total
cost of your medications.
back to top
12. What does "patient out of pocket" mean?
"Patient out of pocket" is the maximum amount that your benefit plan
requires you to pay toward your prescription drug costs. This amount
can be either the maximum amount you will be required to pay in a
one-year period or the maximum amount you will be required to pay in
your lifetime. Your benefit plan will then pay for all prescription
costs after you have reached that patient out-of-pocket amount.
back to top
13. My plan requires me to use mail service for certain
prescription medications. How does mandatory mail service pharmacy work?
Some benefit plans may require you to use our mail service for maintenance
medications—drugs you take on a regular basis (for example, monthly).
You generally will be allowed to get a short-term supply filled at a
network retail pharmacy to get you started, but future refills must be ordered
from our mail service pharmacy. Often, mail service allows you to get a
three-month supply of your medication for a lower cost than you
would pay at a retail pharmacy.
To order your medications from our mail service pharmacy: Obtain a
written prescription for a 90-day supply of the medication from your
physician. Mail that prescription and the Registration &
Prescription Order Form, along with your payment, to Walgreens Mail Service.
If you will be using this medication for an extended period, your physician may
indicate that you can receive up to three refills. The prescription would then
be refillable for up to a year, depending on state laws. Prescriptions for
controlled substances are refillable for only six months.
back to top
14. Can you explain what "quantity limits" are?
Your benefit plan may limit the amount of a specific
medication you may receive based on therapeutic recommendations. For example,
many benefit plans limit the quantity of migraine medicine or insomnia pills
you can receive over a one-month period. Any quantity over this limit would
not be covered by your benefit plan. Look
up coverage information online.
back to top
15. Can you explain "age limits" on medications?
Your benefit plan may put an age limit on certain medications
based on therapeutic recommendations. For example, many benefit plans only
allow members up to a certain age to receive attention deficit hyperactivity
disorder (ADHD) medications or topical acne medications. If you are above
the age limit, this medication would not be covered by your benefit plan.
Look up coverage information
online.
back to top
|
Consumer Choice Pharmacy |
|
1. What is Consumer Choice Pharmacy?
Consumer Choice Pharmacy is a new benefit offered by some employers.
It allows you, the member, to have greater control over how you use
your pharmacy benefit. This new program allows you to choose a
prescribed medication based on its cost, and, of course, your doctor’s
approval. As a member, you share in the savings that can result from
making wise decisions about your pharmacy benefit year after year. To
find out if your employer offers the Consumer Choice Pharmacy benefit
plan contact your benefits or human resources department.
Consumer Choice Pharmacy has three levels: Level 1—Pharmacy Account;
Level 2—Member Responsibility; Level 3—Deductible. You start at Level 1
, which has money placed in it by your plan when you enroll in the
program. When you use up the amount in Level 1, you move to Level 2, in
which you pay 100 percent of your pharmacy costs until you reach an
amount determined by your plan. At that point, you move to Level 3, in
which you share the costs with your plan (this is called coinsurance)
until you reach a specified amount. At that point, your plan may pay
100 percent of your pharmacy costs until the end of the plan year.
back to top
2. What is a Pharmacy Account?
This account is established when you choose Consumer Choice Pharmacy as
your pharmacy benefit during open enrollment. A Pharmacy Account is
funded by your employer on your behalf; you use the funds in this
account toward your and your dependents’ pharmacy expenses. The money
is automatically counted toward your pharmacy costs when you fill a
prescription either at a retail pharmacy or by using mail service.
back to top
3. How do I find out how much money is in my Pharmacy Account?
There are two ways you can find out how much money is currently in your Pharmacy Account:
1. Log in and click on Account Summary.
2. Contact our Customer Care Center to
find out your Pharmacy Account balance.
back to top
4. Can I add money to my Pharmacy Account?
You may not deposit your own money into your Pharmacy Account. You
may, however, earn more money from your employer by completing certain
health promotion programs they offer, such as a health risk appraisal.
back to top
5. If I sign up for Consumer Choice Pharmacy, how much will I pay at the pharmacy for my medication?
The actual price of the medication is calculated at the pharmacy
counter when you fill a prescription. If you have money in your Level
1 Pharmacy Account the cost of the medication will automatically be
deducted from that account. When you have used up the money in your
Pharmacy Account, you move to Level 2 (Employee Responsibility), and
you will pay the full cost of the drug at your pharmacy. When you have
met your Employee Responsibility you move to Level 3 and will be
responsible for a coinsurance, which you pay directly at the pharmacy
counter. Your plan may have an out-of-pocket limit, after which
you pay nothing to the pharmacy for the rest of the plan year.
back to top
6. If I sign up for Consumer Choice Pharmacy, is there a preferred medication list I must follow?
There is no "preferred medication list" you are required to follow when you enroll in Consumer Choice Pharmacy.
Instead, you and your doctor choose the medication(s) that is right for you according to your personal health
and financial considerations. The Walgreens Health Initiatives "Guide to Low-Cost Medications" can assist you
and your physicians in choosing the most appropriate medication(s) and identifying which one(s) may cost less.
back to top
7. If I sign up for Consumer Choice Pharmacy, how can I find out if there are less-expensive alternatives to the medication(s) I currently take?
To find out if there are less-costly medications similar to yours:
- Check your “Guide to Low-Cost Medications.” This list, provided by Walgreens Health Initiatives, shows lower-cost medications in different medication categories.
- Search online for a specific drug to find out if it's covered and what your cost will be. Available medications that are similar and cost less will be displayed on the page after you search for your drug.
Remember that you still must discuss any possible alternatives with your physician to make sure they are appropriate for you. If you have questions, you also can talk to your local pharmacist or healthcare provider, or you can contact our Customer Care Center.
back to top
8. What does the term “roll over” mean?
Roll over is the term used for Consumer Choice Pharmacy when money
remaining in your account at the end of the year is carried over and
available for use in the next plan year. The typical “use it or lose
it” rule of flexible spending accounts (FSAs) does not apply to
your Pharmacy Account.
back to top
9. Does being in Consumer Choice Pharmacy mean that there are no restrictions at all on what medications I take and how often I can get them from a pharmacy?
No. There may be some restrictions your employer has kept in place to
ensure that the medications you take are safe and effective for your
condition and when used in combination with any other medication(s) you
may take. In addition, medications that are not medically necessary or
are considered to be cosmetic or lifestyle medications may not be
covered by your pharmacy benefit plan.
back to top
|
Finance |
|
1. What is my cost?
You can search
online for your cost for a specific drug covered under your benefit
plan. You will need to know the name of the medication, the strength of
the medication, and the quantity your physician has prescribed.
back to top
2. What is a deductible? Do I have a deductible?
A deductible is a dollar amount you must pay before
your benefit plan will begin to contribute to the cost of your medications.
Refer to your Prescription Drug Program pamphlet for deductible information,
or contact our Customer Care Center.
back to top
3. Is there any way I can save money on my prescriptions?
While you can not change your cost amount, you can ask your physician to prescribe
a generic medication whenever possible. Generic drugs usually are preferred medications; this means
they often have a lower member cost and cost your benefit plan less, too. If your plan uses a
preferred medication list and you are taking a non-preferred brand drug, discuss substituting
a generic or preferred-brand alternative with your doctor.
back to top
4. Why did my cost change?
There are a number of reasons why cost change: Your benefit plan may have changed its benefit design,
the drug you are taking may have been reclassified from a brand to a generic or vice versa, or the drug
you are taking may have changed status on the preferred medication list. Look
up your cost for a particular prescription drug.
back to top
|
Pharmacy |
|
1. Which pharmacies does my plan allow me to use?
Use our online Pharmacy
Locator to find a participating pharmacy provider. To check online,
you will need the six-digit Rx group number that is on your WHI prescription ID card.
In general, you may use any of the more than 60,000 pharmacies across
the United States that are part of the Walgreens Health Initiatives
network. However, some plans choose to limit which pharmacies their
members may use to fill prescriptions.
back to top
2. Is it possible to have my pharmacy added to your network?
Encourage your pharmacy to join our network. Your pharmacist can
register online
or by calling Customer Care toll free at 1-800-207-2568.
back to top
|
General |
|
1. When is the Customer Care Center open?
Our Customer Care representatives can be reached toll free 24 hours a day,
seven days a week, at 1-800-207-2568.
back to top
2. Can I e-mail you a question?
Yes. Please use our "Contact
Us" forms to send messages to any of our departments. We look forward
to hearing from you.
back to top
|
| |
| |
| |
| Mail Service Pharmacy Questions |
|
|
- How do I begin using Walgreens Mail Service?
- What payment methods do you accept?
- How soon will my prescription order arrive?
- What if I need an emergency prescription?
- How do I submit a new prescription?
- Can my prescriber call in my prescription to mail service?
- How do I order a refill of my current prescription?
- My benefit has changed to Walgreens Mail Service from a different mail service provider. How do I order refills of my existing prescriptions from my previous provider?
- How do I transfer a prescription from another pharmacy?
- How do I check the status of my prescription with Walgreens Mail Service?
- Why did I receive a generic medication instead of the brand-name medication that was originally prescribed?
- How does Walgreens Mail Service ensure medications are maintained at certain temperatures?
- What is the phone number for Walgreens Customer Care Center?
|
| |
| Mail Service Pharmacy Answers |
|
|
|
1. How do I begin using Walgreens Mail Service?
Your first step is to register with Walgreens Mail Service. For the greatest convenience,
register through our web site;
once we've validated your registration, you will have 24/7 access to your prescription records, alerts about the status of your orders and more through the web site.
Please establish a separate online account for each eligible family member.
The information you provide is kept confidential and secure in accordance with the Health Insurance Portability and Accountability Act (HIPAA) and other applicable state privacy laws.
If you do not wish to register online, you can also mail in your registration form. Use the form included with your enrollment packet, or print another registration form.
back to top
2. What payment methods do you accept?
A credit card is required for orders submitted online or by phone. We accept American Express®, Discover® Card, MasterCard® and Visa® credit card.
For orders submitted by mail: Include your credit card information or send a check or money order made payable to Walgreens Mail Service. Do not send cash.
Your check or money order must include your name, your family members' names (if you are paying for their prescription orders), address, telephone number(s) and one of the following: order number, prescription number, invoice number, member ID number.
If you are mailing a check and are unsure of your cost, please refer to your plan administrator for specific copay information by calling the telephone number listed on your benefit ID card.
A note about paying for brand-name medications: Submitting a copay amount for a brand-name medication does not mean you will automatically receive the brand-name medication. Depending upon your health plan, you may receive its generic equivalent. You must specifically indicate your preference for the brand-name medication on the order form. If you are not sure if the medication you have been prescribed has a generic equivalent, please submit payment for the brand-name medication. If Walgreens Mail Service substitutes the brand-name medication with a generic equivalent, we will credit your account with the difference.
back to top
3. How soon will my prescription order arrive?
Allow 10 business days from the time that you place your prescription order. Standard shipping is free.
Orders for multiple prescriptions may be "split" (sent in multiple packages) if it is too soon to refill
one of your prescriptions, or if there is a question about one of your prescriptions and we need to contact
your prescriber for clarification.
back to top
4. What if I need an emergency prescription?
Emergency prescriptions can be shipped overnight to any location in the United States, six days a week,
for an additional charge. Call Walgreens Customer Care Center for emergency prescription orders.
back to top
5. How do I submit a new prescription?
If you have already registered with Walgreens Mail Service, you can:
E-prescribe: Ask your prescriber to electronically submit your prescription to us.*
Fax: Print the prescriber fax form and ask your prescriber to fax it to us.*
Mail: Mail your new prescription to the Walgreens Mail Service facility that serves your plan.
If you have not yet registered with Walgreens Mail Service and do not wish to set up an online account, mail your new prescription along with your registration form. The mailing address is listed on your registration form.
Payment is required when placing your prescription order.
*By law, faxed and e-prescribed prescriptions are only valid if sent from a prescriber's office.
back to top
6. Can my prescriber call in my prescription to mail service?
No. Walgreens Mail Service cannot accept prescriptions by phone. We require the original prescription in
writing. If your prescriber has the technology to electronically prescribe medications (e-prescribe),
request that yours be submitted this way or complete the prescriber fax form, which is also included with
your member enrollment packet. By law, faxed and e-prescribed prescriptions are only valid if sent from a
prescriber's office.
back to top
7. How do I order a refill of my current prescription?
Before ordering a refill, refer to the refill information that came with your previous order. You may only order
your prescription refill on or after the date that appears on your refill order form.
To refill personal prescriptions online, visit your prescription history and check the boxes of the prescriptions
you wish to refill, or enter your prescription number(s) in our online refill form.
If you do not wish to use the web site, call our 24-hour, automated system at 800-797-3345 to enter your
prescription number(s) and request refills via touch-tone phone. We cannot ship your order unless you provide
credit card information for payment.
You can also mail your request by completing the refill order form enclosed with your previous prescription.
back to top
8. My benefit has changed to Walgreens Mail Service from a different mail service provider. How do I order refills of my existing prescriptions from my previous provider?
In some cases, Walgreens Mail Service receives member prescription files from the previous prescription benefit provider.
The following types of prescriptions are NOT included in these files and are NOT eligible for refill:
- Expired prescriptions
- Prescriptions with no refills remaining
- Controlled substances
- Compounded medications
Instead, to request any of the prescription types described above, you will need to provide Walgreens Mail Service with a new written prescription from your prescriber.
Any other prescriptions will be included in the files from your previous provider. You can view these eligible prescriptions and refill them through your web account: Once logged in, you will be shown a link to unlock your view of that history (by entering a matching prescription number) on your account page.
If you do not wish to order through the web site or need help with this process, call Customer Care and tell the representative you have a prescription transferring to Walgreens Mail Service. Have your insurance and credit card information on hand when you call.
back to top
9. How do I transfer a prescription from another pharmacy?
We can only accept transfers of prescriptions from a Walgreens retail pharmacy -- and only if your health plan allows
a 90-day supply for your prescription at mail.
For prescriptions from non-Walgreens retail pharmacies: Ask your prescriber to write a new prescription to replace
each prescription you wish to have filled. You may submit the new prescription by mail or request that your
prescriber e-prescribe or fax it (print the prescriber fax form) to the mail service pharmacy number listed on the
form. By law, faxed and e-prescribed prescriptions are valid only if sent from a prescriber's office.
Note: You must be registered with Walgreens Mail Service to submit your new prescription.
back to top
10. How do I check the status of my prescription with Walgreens Mail Service?
You can view order status information at any time by viewing your prescription history. When accessing this function for the first time, you will need to enter a recent Walgreens Mail Service prescription number.
To check status by phone, call our 24-hour, automated telephone system at 800-797-3345.
In addition, if you have shared your email address with us we will automatically send you alerts about the status of your prescription orders. If you have not yet set up your online account, be sure to include your email address when you mail in your orders or share it with a Customer Care representative so that we can start sending you order status emails.
If you have not received your prescription order within 10 business days from the time you placed your order, be sure to contact Customer Care.
back to top
11. Why did I receive a generic medication instead of the brand-name medication that was originally prescribed?
Depending upon your plan, prescriber and what is allowed by state law, Walgreens Mail Service will substitute generic equivalents for brand-name medications whenever possible. Generic medications have the same active-ingredient formula as brand-name medications.
If you do not wish to receive a generic equivalent of your prescription, call Walgreens Customer Care to request that the brand-name prescription be dispensed.
back to top
12. How does Walgreens Mail Service ensure medications are maintained at certain temperatures?
Walgreens Mail Service follows strict guidelines when shipping medications that require special handling or cold
packaging. Such medications are shipped overnight. Call Walgreens Customer Care for more information.
back to top
13. What is the phone number for Walgreens Customer Care Center?
Call Walgreens Customer Care Center toll free at
800-797-3345.
You may also email Customer Care through our web site.
back to top
|
| |
|
| Web Site System Questions
|
|
|
- What is an ISP?
- What is a browser?
- What is the difference between a web page and a web site?
- What browser types and versions are recommended for use with this site?
- Does this web site support wireless access?
- What is encryption, and how does this web site utilize it?
- What is Secure Sockets Layer (SSL) technology, and how does this web site utilize it?
- How can I determine if a web page is secure?
- What are "Bookmarks"/"Favorites," and how can I mark this web site as one?
- What are "cookies"? Does this site utilize them?
- What is a cache?
- What are this web site's security and privacy policies?
- What modem speed is recommended?
- Can my actual connection speed be slower than my modem's speed?
- How can I make my screen easier to read? What is screen resolution?
- What resolution is recommended to view this site?
- What is scripting, and how does this site utilize it?
- How does this site use Adobe® Acrobat® Reader?
- How do I download Adobe® Acrobat® Reader?
|
| |
| Web Site System Answers |
|
|
|
1. What is an ISP?
An Internet service provider (ISP) is a company that supplies customers
with access to the Internet. Your ability to sign up for an ISP's service
depends on your location.
back to top
2. What is a browser?
A browser is an application used to access web pages and web sites.
This, combined with service from an ISP, allows a computer user to
navigate the Internet. Examples of web browsers are Microsoft Internet
Explorer and Netscape.
back to top
3. What is the difference between a web page and a web
site?
A web page is an individual document primarily written in HyperText Markup
Language (HTML), a computer code language that a browser can interpret
and translate into text and images. Web page interpretation can vary
between browser versions and settings; thus, a single page can display
or function differently between one browser and another.
A web site is an organization of web pages linked
together as a functional unit, often with a publicly
advertised main entry point called a home page.
Visitors typically access the home page and go from
there to other pages within the site.
back to top
4. What browser types and versions are recommended for
use with this site?
We recommend the following:
|
- Microsoft® Internet Explorer 4.0 or higher
- Netscape® 4.72 or higher
- AOL® 7.0 or higher
- Microsoft® Internet Explorer for MAC 5.0 or higher
- Netscape® for MAC 4.75 or higher
|
|
back to top
5. Does this web site support wireless access?
The site currently does not support access by wireless
devices (PDAs, wireless phones, etc.). Comments about our web site and
suggestions
for future enhancements are welcome. Send your comments using our
"Contact Us" page.
back to top
6. What is encryption, and how does this web site utilize it?
Encryption is the process of protecting information by making it
difficult for any unauthorized person to read that information in a
usable form. Encryption uses an algorithm to transform plain text into
encoded text.
This site utilizes 128-bit encryption with Secure Sockets Layer (SSL)
technology. In order to take advantage of the site's security features,
your browser must support SSL with 128-bit encryption. Please refer to
your browser's "Help" menu feature for verification.
back to top
7. What is Secure Sockets Layer (SSL) technology, and how does
this web site utilize it?
SSL enables encrypted communications over the Internet. This web site uses
SSL to secure the sending and receiving of pages that contain sensitive
information such as credit card numbers, prescription history, name, and
address. In order to take advantage of the site's security features, your
browser must support SSL with 128-bit encryption. Please refer to your
browser's "Help" menu feature for verification.
back to top
8. How can I determine if a web page is secure?
You can determine that Secure Sockets Layer (SSL) technology is in use if you see a closed padlock icon
somewhere within the frame of your browser. It usually is located at
the bottom of the frame in the right or left corner. In addition, on a
secure web page, the address bar at the top of the screen will begin
with the letters "https."
back to top
9. What are "Bookmarks"/"Favorites," and how can I mark
this web site as one?
"Bookmarks" (as seen with Netscape®) or "Favorites"
(as seen with Microsoft® Internet Explorer) are customizable lists of web pages.
Access to these pages is made quicker and easier through selection from
the browser's "Bookmark"/"Favorite" menu. If you wish to mark a particular
page on this site as a "Bookmark" or "Favorite," please refer to your
browser's "Help" menu feature. Please note that marking a secured page
will still require logging in upon each visit.
back to top
10. What are "cookies"? Does this site utilize them?
Cookies are small files that some web sites may place on your
computer's hard drive through your browser. Cookies provide web sites
with a way to remember information about your preferences and passwords
as you navigate from page to page within a web site. Most Internet
browsers permit you to erase or block cookies.
Some areas of this site utilize cookies. To take full advantage of this
site's features, your browser must be configured to accept cookies Please consult
your browser's "Help" menu feature for further information on how to enable cookies.
back to top
11. What is a cache?
A cache is a place on your computer's hard drive where a browser can store
and quickly access information from recently visited web pages. When you
first visit a web page, your browser puts that page and its downloaded
image files into the cache. Repeat visits to the page will prompt the
browser to look for content in the cache first. If some or all of the
page components are there, the browser will use them to show the web
page instead of attempting to download content again from the site.
While this is meant for performance improvement, it is considered
good practice to clear out the cache periodically to ensure that the
latest information appears whenever visiting a web page. Some browsers
may be configured to download all page information from web sites upon
each visit. Please consult your browser's "Help" menu feature for
details.
back to top
12. What are this web site's security and privacy policies?
Please view this web site's Security
and Privacy Policies.
back to top
13. What modem speed is recommended?
We recommend that you use a modem speed of 28K or higher to view the
web pages on this site.
back to top
14. Can my actual connection speed be slower than my
modem's speed?
Yes. The speed stated by your modem manufacturer is the optimal speed at
which it can transfer data. However, other factors related to the
connection between your computer and your ISP can prohibit connecting at
the modem's optimal speed.
back to top
15. How can I make my screen easier to read? What
is screen resolution?
Screen resolution refers to the number of points of color, or pixels,
displayed on your screen. Resolution is usually defined as a
two-dimensional number, for example, 800 X 600. The lower numbers indicate
lower resolution (larger objects=less content visible on screen);
the higher numbers indicate higher resolution (smaller objects=more
content visible on screen).
back to top
16. What resolution is recommended to view this site?
This site is best viewed at 800 x 600 resolution. Please refer to your
operating system's "Help" feature if you would like to change the
resolution.
back to top
17. What is scripting, and how does this site utilize it?
Scripting is a custom program code that makes a web page dynamic and
interactive. This site uses a type of scripting called JavaScript™ to
provide a better experience for visitors. To take full advantage of
this site's features, your browser must be configured to enable scripting.
Please refer to your
browser's "Help" menu feature for further information if you would like
to enable scripting.
back to top
18. How does this site use Adobe® Acrobat® Reader?
Many of the downloadable documents on this site are available only in
portable document format (PDF). PDF files can only be viewed and printed
using the Adobe Acrobat Reader utility.
back to top
19. How do I download Adobe® Acrobat® Reader?
To download the latest version of Adobe Acrobat Reader, click on the
following link:
back to top
|
|
