Benefits Plans - Prescription Drug Plan: Mail order service faq

Page last updated: Monday, 12-May-2014 15:11:13 EDT

NoviXus Pharmacy Services Frequently Asked Questions

Using mail order to fill prescriptions saves you money and is a convenient way to receive 90-day supplies of maintenance medications for chronic or long-term health conditions delivered free to your home. Here are the answers to some commonly asked questions.

Using NoviXus Pharmacy Services for Mail Order

What medications are considered maintenance medications?
Are there any medications that should not be filled by mail order?
How much can I save by using mail order?
How do I begin using the NoviXus mail order pharmacy?
What payment methods does NoviXus accept?
Are there special circumstances for payment?
What are the NoviXus standard operating hours?

Placing an Order

Can my prescriber call in my prescription to NoviXus Pharmacy Services?
When my physician sends in a new prescription to NoviXus, do they automatically dispense it and send it to me?
Can I have my prescription from the local pharmacy transferred to NoviXus?
How do I check the status of my order?
How do I order a refill of my current NoviXus Pharmacy Services prescription?
What happens when my prescription refills expire or there are no refills remaining?

Pharmacists

Will a Pharmacist always be involved in the filling of my prescription?
Can I speak to the Pharmacist directly?

Shipping and Delivery

Does NoviXus ensure that medications are maintained at certain temperatures?
H
ow are prescription orders shipped?
How soon will my prescription order arrive?
Why did I receive a generic medication instead of the brand-name medication that was originally prescribed?
What do I do if I need an emergency prescription?

Using NoviXus for Mail Order

Q: What medications are considered maintenance medications?
A: Any medication that is prescribed to be taken for 3 months or longer may be considered a maintenance medication.

Q: Are there any medications that should not be filled by mail order?
A: Yes. A retail pharmacy should be used to fill prescriptions for medications that are taken for short durations and for new medications on which a patient is not stabilized. Compounded medications may not be filled at NoviXus Pharmacy Services, but can be filled by any retail pharmacy participating in the U-M Prescription Drug Plan network. Specialty drugs must be filled by the U-M Health System Specialty Pharmacy. There are a limited number of medications where a 34-day maximum supply is allowed and mail order cannot be used. Please see Coverage for more information on supply limits.

Q: How much can I save by using mail order?
A: With mail order you receive three months' supply of medication for only two co-pays, or 33% less than you would pay for the same amount at a retail pharmacy. Following are examples of annual cost savings for using NoviXus mail order to fill prescriptions. Examples are for illustration only. Refer to the Formulary for coverage and co-pay information or use the "Drug Price Check" function on the MedImpact member website. Log in on https://mp.medimpact.com/umh and then click Drug Price Check.

Co-pay Tier

Example Medications

Your Annual Cost at a Retail Pharmacy

Your Annual Cost using NoviXus Mail Order

Your Annual Savings using NoviXus Mail Order

Generic levothyroxine, gabapentin, metformin $120 $80 $40
Preferred Brand Name Advair Diskus, Januvia, Prempro $240 $160 $80
Non-preferred Brand Name Crestor, Dulera, Lyrica $540 $360 $180


Q: How do I begin using the NoviXus mail order pharmacy?
A: Your first step is to register with NoviXus Pharmacy Services.

Website

  1. Go to the NoviXus website developed specifically for University of Michigan prescription drug plan members: https://umich.novixus.com/
  2. Enter your last name, date of birth, gender and member ID number. Your member ID number is the number on the front of your U-M Prescription Drug Plan ID card.
  3. Click Register

Please establish a separate online account for each eligible family member. The information you provide is kept confidential and secure in accordance with HIPAA and other applicable state privacy laws.

After you have registered, your doctor can e-prescribe or fax your prescriptions to NoviXus, you can order refills, view your drug history, track order deliveries and submit questions to the NoviXus Pharmacist.

Mail and Phone Registration

If you are registering by mail or phone, you are encouraged to provide your email address to receive email confirmation of your prescription orders.

By Mail
If you do not wish to register online, you can use the NoviXus registration form. Mail the completed form, along with your original prescription and payment, to the address listed on the form.

By Phone
To register by phone, call NoviXus Patient Care at 877-269-1160. This is a dedicated telephone number exclusively for U-M Prescription Drug Plan members. During the call you will be asked for your health plan and payment information, and information about any drug allergies.

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Q: What forms of payment does NoviXus accept?
A: A credit card is required for orders submitted online or through the NoviXus automated prescription refill system. NoviXus accepts American Express, Discover Card, MasterCard and Visa.

For orders submitted by mail, include your credit card information (you only need to provide NoviXus with your credit card information one time; NoviXus will add it to your personal profile), or you may send a check or money order made payable to NoviXus Pharmacy Services. 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 or member ID number.

If you are mailing a check and are unsure of your cost, please use the “Drug Price Check” feature at https://mp.medimpact.com/umh or call your plan administrator, MedImpact, at 800-681-9578 for specific drug cost information.

Q: Are there special circumstances for payment?
A: Yes. If you use a credit card for any prescription that exceeds $100, a NoviXus Patient Care representative will contact you for authorization to process that charge. 

Q: What are the NoviXus standard operating hours?
A: NoviXus standard operating hours are:

Monday - Friday 7 a.m. - 7 p.m.
Saturday 9 a.m. - 1 p.m., Eastern Time
After hours, all phones go to an on-call pharmacist for urgent situations 7 days a week.

Placing an Order

Q: Can my prescriber call in my prescription to NoviXus Pharmacy Services?
A: Yes. NoviXus Pharmacy Services can accept prescriptions by phone with the exception of controlled substance (Schedule 2) drugs. Your doctor can also fax a completed prescriber fax form to NoviXus, or e-prescribe your prescription if your doctor has the technology to electronically prescribe medications. By law, faxed and e-prescribed prescriptions are only valid if sent from a prescriber’s office.

Q: When my physician sends in a new prescription to NoviXus, do they automatically dispense it and send it to me?
A: No. NoviXus Pharmacy Services implemented a new process as of January 1, 2014. All prescriptions received directly from your physician's office will be held in your profile until they are requested by you to be filled. When NoviXus receives a new prescription:

  1. A NoviXus Patient Care representative will notify you by phone that a new prescription has been received.
  2. You will need to contact NoviXus if you want to have the prescription filled.
  3. You may contact NoviXus to place the order by visiting the website at https://umich.novixus.com/, by calling the automated phone system, or by calling NoviXus and speaking with a Patient Care Specialist.

Q: Can I have my prescription from the local pharmacy transferred to NoviXus?
A: Yes. Call the NoviXus Patient Care Center at 877-269-1160 and provide the specialist with the name of the pharmacy, the pharmacy phone number, and your prescription information. NoviXus will handle the prescription transfer for you.

 

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Q: How do I check the status of my order?
A: You can view order status information at any time by logging in on the https://umich.novixus.com/ website and clicking on Prescriptions at the top of the screen. To check status by phone, contact NoviXus Patient Care at (877) 269-1160.

Q: How do I order a refill of my current NoviXus Pharmacy Services prescription?
A: 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.

1. To refill personal prescriptions online using the NoviXus website:

  • Go to noviXus.com/umich and login, then click Prescriptions at the top of the screen.
  • Check the green “Refill Now” box for the prescriptions you wish to refill.

2. To refill personal prescriptions using the Automated Prescription Refill System:

  • Please call NoviXus Patient Care at (877) 269-1160 and select option # 1

3. To refill your personal prescriptions with a NoviXus Patient Care Specialist:

  • Please call NoviXus Patient Care at (877) 269-1160 and select option # 2

4. To refill your personal prescriptions through the mail:

  • Please complete the refill order form enclosed with your previous order.

 
Q: What happens when my prescription refills expire or there are no refills remaining?
A: Please contact your physician for a prescription renewal when your refills remaining are zero to avoid delays on your next fill.

Pharmacists

Q: Will a Pharmacist always be involved in the filling of my prescription?
A: Yes. To ensure quality and safety, a Pharmacist is involved in both the review and the dispensing of every prescription order. If a question about your prescription order arises, a NoviXus Pharmacy Services Pharmacist will contact your prescriber.

Q: Can I speak to the Pharmacist directly?
A: Yes. Call NoviXus Patient Care at (877) 269-1160 to take advantage of one-on-one Pharmacist consultations or receive answers to your questions. You may also send a question to a Pharmacist using the Ask the Pharmacist page on the NoviXus website.

 

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Shipping and Delivery

Q: Does NoviXus ensure that medications are maintained at certain temperatures?
A: Yes. NoviXus Pharmacy Services follows strict guidelines when packaging and shipping medications that require special handling. Temperature-sensitive medications are shipped using overnight delivery at no additional cost to the member.

Q: How are prescription orders shipped?
A: Orders are shipped free of charge, in secure, confidential and tamper-evident packaging via the U.S. Postal Service. Controlled substances require an adult signature upon delivery. Prescriptions can be shipped Next Business Day for an additional charge.

Q: How soon will my prescription order arrive?
A: Allow 7-10 business days from the time you place your order. Next Business Day shipping is available for an additional charge.  

Q: Why did I receive a generic medication instead of the brand-name medication that was originally prescribed?
A: According to the U-M Prescription Drug Plan, NoviXus Pharmacy Services will substitute generic equivalents for brand-name medications whenever possible. Generic medications have the same active-ingredient formula as the brand-name equivalent and save you money.

Q: What do I do if I need an emergency prescription?
A: If you have lost or forgotten your medication, contact NoviXus Patient Care at (877) 269-1160 during normal business hours: Monday-Friday 7 a.m. to 7 p.m., Saturday 9 a.m. to 1 p.m. Eastern Time. After hours, all phones to an on-call pharmacist for urgent situations 7 days a week.

 

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Limitations
The University of Michigan in its sole discretion may modify, amend, or terminate the benefits provided with respect to any individual receiving benefits, including active employees, retirees, and their dependents. Although the university has elected to provide these benefits this year, no individual has a vested right to any of the benefits provided. Nothing in these materials gives any individual the right to continued benefits beyond the time the university modifies, amends, or terminates the benefit. Anyone seeking or accepting any of the benefits provided will be deemed to have accepted the terms of the benefits programs and the university's right to modify, amend or terminate them.