Pharmacy FAQs

If you need a refill on your medication, request a refill on the portal with at least 5 days advance notice to your provider for non-controlled substances. If it has been more than 3 months since you last saw your provider, you may need a follow-up visit before you can get a refill.  Controlled substances such as testosterone, stimulants for ADHD, opioids, benzodiazepines, and other controlled substances require a follow up visit every 3 months. Chronic conditions such as diabetes, high blood pressure, depression, migraines, asthma, usually require a follow up appointment every 6 months. 

The fastest way to request a refill is on the patient portal. Our providers have up to 5 days to refill routine medication. If you aren't sure if you have any refills left on your prescription, please contact your pharmacy.

When your prescription is ready depends on many factors including how busy your pharmacy is, if your medication is in stock at the pharmacy or out of stock, if your insurance requires a prior authorization, and other factors. We recommend contacting your pharmacy and asking them when it will be ready. We do not know when your medicine will be ready nor do we have any influence over that.

The first step is to contact the pharmacy and determine if the prescription was received. If the prescription was not received, send a portal message to your provider to ask them to send in your prescription. If the prescription received, ask your pharmacy either when it will be ready or if it needs a prior authorization. If it needs a prior authorization, request the pharmacy start the process.

It depends on what the issue is. The first step is to ask the pharmacy what the problem is. If the issue is your pharmacy is out of stock of medication, you can request your pharmacy transfer your prescription to another pharmacy. If you do this, we recommend confirming the pharmacy you transfer your prescription to has your medicine in stock before you request a transfer. Controlled substances such as testosterone, opioids, stimulants, benzodiazepines (Xanax, Ativan etc) cannot be transferred to another pharmacy.  You can ask your pharmacy to give you a 3 day supply and sometimes this can solve the issue. 

The first thing to do is to ask your pharmacy if your insurance covered the medication or not. Sometimes your insurance did not cover a medication and that is why it is expensive. Sometimes a medicine requires a prior authorization or your insurance will not pay for a medication if you have not tried older or cheaper medicines.

Sometimes your insurance covered the medication but the medication has a high copay. We recommend sending a portal message to your provider to let them know you can't afford your prescription and to ask what options you have. Options may include using a prescription assistance program or changing medications. Your provider may require a follow up appointment to discuss alternatives. You can also use a free GoodRx coupon or use GoodRx coupons to figure out what pharmacy may have it available for cheaper and request the pharmacy transfer your prescription. 

Contact your pharmacy and ask them to fill the prescription again. The prescription being reshelved does not delete a prescription. You do not need a new prescription.

We recommend contacting other pharmacies your insurance is in network with and finding a pharmacy that has it in stock. Once you have identified a pharmacy that has your medicine in stock, you can request your pharmacy transfer the prescription. Controlled substances such as testosterone, stimulants, opioids, and benzodiazepines can't be transferred and require a new prescription. Contact your provider to request a new prescription to be sent to a different pharmacy for controlled substances.

A prior authorization is a process your insurance may require prior for paying for a medication. Sometimes for medications that are expensive, used for specialty purposes, or used off-label for non-FDA approved reasons, insurance requires a prior authorization. This means your provider has to complete paperwork and submit chart notes before your insurance will decide if they are going to pay for your medicine.

Insurance will only pay for medication once per month. If you have used all your medication faster than expected, you will run out of medicine before your insurance will pay for a refill. For medicines that are not controlled substances, your options are to pay out of pocket for your medication or wait until it is due. Sending in a new prescription will not make your insurance pay for more medicine.  If you are worried about withdrawal effects, you can message your provider to ask if there are suitable alternatives or what symptoms to monitor for or be concerned about. 

The first thing to do is contact your pharmacy and ask if you are able to get a refill at this time. If it has been greater than a month since your last refill of a 30 day supply, you may be able to get a refill. If it has been less than a month, your insurance may or may not pay for an early refill. For medicines that are not controlled substances, you may be able to pay for an early refill. Sending in a new prescription will not make your insurance pay for more medicine. 

The first step is to contact the pharmacy and determine if the prescription was received. If the prescription was not received, call/text the office or send a portal message to your provider to ask them to send in your prescription. If the prescription received, ask your pharmacy either when it will be ready or if it needs a prior authorization. If it needs a prior authorization, request the pharmacy start the process.