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Patient FAQ

Ordering Medications

How do I get my specialty medication filled through the specialty pharmacy?

You can choose from one of our convenient methods to get the medications you need.

  • Online – Accredo patients can order refills and check order status online. Accredo patients may call to use the IVR system or to speak with a patient care advocate.
  • Phone – Our new Interactive Voice Response (IVR) system makes it easier than ever before to order your prescriptions. Call the number on the back of your prescription bottle to get started today. If you prefer to speak to a patient care advocate, you may also call our toll free number. Our patient care advocate will collect basic information from you, including your address, your doctor’s name and telephone number, the name of the medication, and your insurance information.
  • Fax – You may also have your doctor call in or fax your prescription. We cannot accept faxes that come directly from the patient. Toll-free (for Express Scripts drug card patients): 866.848.9870
    Toll-free (for all other patients): 888.773.7376
    Fax:  888.773.7386 

I usually use the Patient Refill Request Form to order my medications, but I can’t find it.  How do I order refills?

We’ve enhanced our website and added a new Interactive Voice Response (IVR) system that allows you to refill prescriptions and check order status online or by phone.  Since this new functionality gives your more options and makes it easier than ever before, we’ve discontinued the Patient Refill Request Form.

What is the specialty pharmacy hours of operation?

We are open Monday through Friday, 8 a.m. to 9 p.m., Eastern Time and Saturday 9 a.m. to 1 p.m. Eastern time. We are closed on Sundays, New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day. For emergency situations, our pharmacy staff is available 24 hours a day, 365 days a year through our toll –free number.

Shipping Information

What is your standard shipping process?

We ship to all 50 states using one of our preferred expedited carriers. We can also ship to a variety of alternate addresses, including physician’s offices* or to another family member’s address*. Specialty medications that have temperature-related stability and handling requirements are shipped in specialized containers.

How are temperature-sensitive medications handled?

We ship temperature-controlled medications in insulated mailers with frozen or refrigerated ice packs to protect the medication throughout the delivery process. Orders are shipped using next-day or second-day delivery, taking into consideration the travel time and delivery date of the medication and the forecasted temperatures at both our pharmacy and at the delivery address.

Can you ship to a P.O. Box?

No. Because of the unique nature of specialty drugs — orders that require special handling, temperature sensitive products, oversize packages — they are not ideal for delivery to a P.O. Box.

Can a drug be sent directly to my doctor’s office?

Yes. Accredo specialty pharmacy has the ability to ship directly to a patient's home, a physician's office, or alternate location approved by the patient.

When a medication is delivered to a physician’s office, both the physician and patient are contacted to confirm the time, date, and place of the delivery. By involving the patient, we confirm that the patient is aware of the delivery and any cost-share responsibilities.

Insurance Coverage & Payment

What forms of payment do you accept?

We accept payment from members using check, debit card, or major credit card (including Master Card, Visa, American Express, and Discover). Depending on the amount due, the member may be asked to pay for the medication prior to shipment.

If a patient submits a prescription and is unable to pay their entire cost share due, we ship the medication and bill the patient as long as the balance due does not exceed $200.

About Specialty Medications

What is a specialty medication?

Express Scripts defines specialty drugs as those products that typically have one or more of several key characteristics, including:

  • Limited or exclusive product availability and distribution
  • Frequent dosing adjustments and intensive clinical monitoring
  • Intensive patient training and adherence assistance to facilitate therapeutic goals
  • Specialized product handling, administration requirements, cost in excess of $500 for a 30-day supply, or a combination of these considerations

What conditions do specialty medications treat?

Accredo, Express Scripts' specialty pharmacy, dispense products in many disease states, including but not limited to:

  • Anemia
  • Asthma
  • Bleeding Disorders
  • Cancer
  • Crohn’s Disease
  • Gaucher Disease
  • Growth Hormone Deficiency
  • Hepatitis C
  • HIV
  • Infertility
  • Immune Disorders
  • Multiple Sclerosis
  • Organ Transplant
  • Osteoarthritis
  • Osteoporosis
  • Psoriasis
  • Pulmonary Arterial Hypertension
  • Respiratory Syncytial Virus (RSV)
  • Rheumatoid Arthritis

Are specialty medications available at any pharmacy?

Due to special handling and storage requirements, not all specialty medications are available at all pharmacies. Some pharmacies, including retail pharmacies, do not stock a large inventory of these medications. In addition, some pharmacies do not have access to limited or exclusive distribution drugs.

Accredo offers wide access to limited and exclusive distribution drugs and has the resources necessary to properly store and dispense medications that require special handling. As a result, Accredo is in a better position to ensure product integrity and quality than retail pharmacies. Unlike retail pharmacies, Accredo offers ready access to clinicians who are experts in complex disease states and who can help patients manage their condition and the side effects associated with their medications.


*As applicable by law


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