Q: Why Did Regence Choose Walgreens Mail Service?

Walgreens Mail Service

Q: Why did Regence choose Walgreens Mail Service?

A:There are many reasons we chose to partner with Walgreens as our mail-order pharmacy:

• Our role as good stewards of our members' money. We make every effort to offer improved overall healthcare outcomes, as well as the lowest net cost for their prescription medications. Our agreement with Walgreens provides a positive, long-term opportunity for our members and groups to experience the benefit of lower net costs for their prescription medications in our four state region (Oregon, Washington, Idaho, and Utah).
• Extensive network of retail pharmacies for emergency supplies. Members have access to refills and emergency supplies at their local Walgreens pharmacy, as well as the ability to transfer an existing prescription from any of the more than 8,000 Walgreens retail pharmacies to mail service with ease. Members are able to receive short-term supplies of a maintenance medication from a local Walgreens pharmacy as they wait for their mail-order fills to arrive.
• Focus on safety and integration.Having a single prescription record with Walgreens allows pharmacists to provide real-time advice and education, which can result in improved medication compliance and adherence. This helps members make more informed decisions and ultimately can improve outcomes.

Q:What kinds of prescriptions work best by mail service?

A: Since mail service offers a three-month supply of medication in one fill,only medications members take on a regular basis are appropriate for this service.Since members receive a 90-day supply of their medications, they will want to work with their doctor(s) to make sure the medication is appropriate, since medications cannot be returned once dispensed.

Q: How should providers write the mail-service prescription?

A: Providers should write members’ prescriptions and submit them to Walgreens mail service—not a local Walgreens retail location.Prescribers can fax a prescription to Walgreens using the fax form located at Walgreens.com/Regence, or ePrescribe directly from their offices. We recommend the prescriber write the prescription for a three-month supply with three refills, so the prescription is valid for a year.

Q: How do members start utilizing Walgreens mail service?

A:

• New Users:New members should go to Walgreens.com/Regence and click the “register now” link. During registration, the system prompts members to provide insurance information to sign up for mail service. Members should allow 24 hours for approval and confirmation.
• Existing Users: If the member already has a Walgreens.com account, he or she will go to Walgreens.com/Regence and simply sign in using their existing log-in criteria. To enroll in mail service, the member will click the “Enter Insurance Information” button and enter his or her insurance information. Again, the member should allow 24 hours for approval and confirmation.
• Members can also register by mail or phone. If they choose to register by mail or phone, Walgreens encourages them to provide their email addresses. Walgreens then sends them an email with a link for easy online account setup, so they can view their mail service information anytime.Members can call the Walgreens Customer Care Center at 888 832 5462 for assistance.

Q: How can members be sure they are ordering Walgreens prescription in the most efficient manner?

A: To ensure members receive their full mail-service benefit, prescriptions should be ordered through Walgreens Mail Service pharmacy by:

• Going directly to Walgreens.com/Regence
• Using available order forms.
• Requesting their prescription over the phone at 888-832-5462.

Although Walgreens’ retail pharmacies do offer the option to ship prescriptions when members select the “Ship to You” option during checkout, Walgreens will process prescriptions ordered this way as retail, and the member may not receive his or her full mail-service prescription benefit.

Q: How do members create a family account on the Walgreens website?

A: Members can create a family account when each adult member of the family has his or her own, separate, authenticated account and then whoever would like to be the family administrator invites these adult members to join their family account. Use the following steps to invite adult family members or add child family members to your account:

1)Login to your account at Walgreens.com/Regence

2)Click “Manage Family Participation” button

3)To add a family member click “Add an Adult” (for family members 18+) or “Add a Child” (for family members 17 and under)

4)Click “Continue Adding Adult” for an adult family member or “Continue Adding Child” for a child family member

5)Provide Name, Date of Birth and email for the family member to be added and click Continue. Please note, for security reasons, a Walgreens prescription number filled within the last 15 months is required to add a child family member

6)Review the information and make any needed changes by clicking "edit information". Click "Confirm" to add this person to your Family Prescriptions section.

Once the family member has accepted your invite you may register them for Mail Service using the following steps:

1. Log into Walgreens.com/Regence
2. Click “Manage Family Participation”
3. Click the “Register” button and provide the necessary insurance details

Q: Does Walgreen mail services fill prescriptions automatically?

A: RegenceRx does not encourage automatic refills due to the potential for wastage if a medication is changed for a member.Walgreens places an automated reminder phone call to the member 17 days prior to dispensing the refill. Members have seven days to return the call to confirm whether or not they want the auto refills. If Walgreens does not hear back from the member within the specified seven days, Walgreens will send out the refill.

Walgreens keeps all information on file as accurate and up-to-date as possible to help avoid delays. This includes shipping and payment details, insurance information and health conditions. Accurate information is a key part of filling your prescription efficiently. Alternate addresses may be added to the member profile. Contact Walgreens customer care center or go online to make updates and to confirm timing of these shipments.

Q: How do members pay for their mail-service prescriptions?

A: Walgreens accepts checks and credit card payments. If placing a credit card on file, Walgreens will contactthe memberprior to charging copayments of more than $125. Once the member approves the high copayment for that drug, Walgreens will automatically charge the credit card on file for all future refills. Actual costs may vary; consult RegenceRx member materials for specific benefit information.

Q: If a member’s prescription is out of refills, does the member call Walgreens or his or her doctor?

A:.When requested or prompted by the member, Walgreens will contact the prescriber for additional refill authorization. There is also aPrescription Renewal form included in the member’s last order, which they can give to their prescriber,but they should do this immediately to avoid delays.

Q: How long will it take for members to receive their mail prescriptions?

A: Members should place refills when recommended usually when they have a two-weeksupply remaining or 70 percent of a prescription remainssince this helps to ensure the member has enough medication on hand to last until their next refill arrives. While Walgreens’ standard turnaround time is10 business days, in most cases the turnaround time is much quicker (3-5 days). This turnaround time is based on clean prescriptions, which means the prescriptions do not require any further intervention.

If you have less than a 10 day supply on hand of your medication please call Walgreens Customer Care Center at 888-832-5462 to help determine the best method for you to receive your prescription.

Q:What can cause a delay in delivery of members’ mail-service prescription?

A: The member can be notified of any delays most quickly if the member supplies their email address at the time of registration at walgreens.com/mail so Walgreens can send an email notification. Emails are sent with a read receipt. If the email is not read within 48-72 hours, a letter will be mailed to the member. If an email address is not provided, letters are mailed to members who experience delays in filling of their prescriptions. There are a number of reasons why members’ prescriptions could be delayed:

• Invalid Recipient Number –The recipient or member identification number supplied to Walgreens does not match the recipient number for the insurance provider. Walgreens will contact the insurance/processor to obtain the correct recipient number.
• Refill Too Soon – Member requests prescription before the insurance will allow adjudication of the next fill.If there is no dosage increase, Walgreens will place the prescription into a pended status to resubmit automatically on the allowable refill date.
• Major DUR Interaction– this reason for delay occurs if anything in the member’s profile (drug/drug interaction, allergy, higher and lower than recommended manufacturer dosing, etc.) needs clinical review by a pharmacist based upon parameters set in the Walgreens’ computer system. A pharmacist will review this information and place patient and/or prescriber calls as necessary to ensure member safety.
• Doctor Call – Walgreens completes doctor calls for various reasons, such asprescription has expired or is out of refills, clarification on the new prescription is required before fulfillment, et For any of these three reasons, Walgreens sends an outbound call or fax to the prescriber. If Walgreens does not receive a response from the prescriber after 48 hours, Walgreens places an outbound call to the member to inform him or her that Walgreens has not received a response from the prescriber. If Walgreens does not receive a response from the prescriber 24 hours after the member call, Walgreens places the prescription on hold, and the member receives written communication regarding the on-hold status (email or letter).
• Third-Party Reject – Third-Party Rejections are the result of mismatched information in Walgreens’ system and the insurance/processor system, which results in a failed adjudication. Walgreens places a contact to the plan or to the member to receive or verify the needed information.
• Invalid Group Number – Regence does not require a group number to adjudicate claims; however, if required, Walgreens would need the correct group number to match the insurance/processor system. Walgreens could contact the plan to obtain this information.
• Duplicate Fill- This reject notice occurs when the same prescription (drug name and strength) has been placed more than one time.A technician will review both prescriptions and either cancel the duplicate or place into a hold status for the member to fill at a later time.
• Exceeds Copay Limit– This notice is generated when the prescription copay is more than $125. Walgreens calls the member alerting him or her about the copay dollar amount. Walgreens will not release the prescription for fulfillment until the member has approved the dollar amount and provided payment.
• Refill Request Other – This notice is generated to complete transfers from Walgreens retail stores to Walgreens mail service at patient request. A technician will process the transfer and will then route to a pharmacist for verification.
• Research Needed – This exception is created when not enough information has been provided to process the prescription.Walgreens contacts either the member or the prescriber’s office to obtain the needed information.

Q: Why are some medications on back order?

A: Periodically, a backorder occurs when Walgreens is unable to obtain the medication from the manufacturer. If the backorder is less than 48 hours, the prescription ships to the member when Walgreens receives the medication.If the backorder is greater than 48 hours, Walgreens contacts the member to make him or her aware of the delay.Walgreens communicates the various options to the member, such as contacting the prescriber for alternative therapy or holding until Walgreens receives the medication.

Q: What if a members’ medication needs special handling during shipping?

A:Walgreens Mail Service distributes medication according to the temperature guidelines established by the respective product manufacturer. Walgreens mimics – or, in some cases, improves upon -- the processes used throughout the supply chain network, shipping items requiring cold packing via overnight delivery. Walgreens also uses both internal and external testing to establish the necessary packing materials and carrier methods it needs to maintain compliance. If, at any time,members have concerns, Walgreens would be happy to reship, attempt to obtain a local supply or even ship to an alternate address, if a membernotifiesWalgreens that he or she will not be available for delivery.

Q: How can members find out how much a mail-service prescription will cost?

A: The Walgreens website provides the last price paid under the “Status and Price” column on the “Manage Prescriptions” page.The previous price paid can be used as an estimate for future refills; however, this estimate is subject to change once the refill is processed. Walgreens is not able to provide the price of a new prescription prior to its being filled. If members have questions regarding theirco-pays or benefits,they need to contact Regence or their employer's benefit manager.

Q: What if members’mail-service medications arrive damaged?

A: Walgreens strives for quality in all prescriptions dispensed from their mail-service facility. Periodically, something can happen to pill bottles during the shipping process, such as the lid coming off the bottle, tablets breaking, etc. This is not very common, and Walgreens does not have many complaints about this. However, the member should contact Walgreens Customer Call Center at 888-832-5462ifanything like this occurs.

Q: What if members have questions about the mail-service prescription?

A: Walgreens reaches out to members if there are any complications with their orders and requests the members contact them if they need to. The Walgreens Customer Care Center is available 24/7. For any questions, call Walgreens Customer Care Center at 888-832-5462. For the hearing impaired: TTY: 800-573-1833.A pharmacist is available at this member service line as well.