Benefits Plans - Prescription Drug Plan: Drug Plan Updates and New Drug Releases - faqs: novixus pharmacy services

Page last updated: Thursday, 20-Feb-2014 11:08:50 EST

NoviXus Pharmacy Services Frequently Asked Questions

Mail order pharmacy services save you money and are a convenient way to receive maintenance medications for chronic or long-term health conditions. Here are the answers to some commonly asked questions.

NoviXus Pharmacy Services

What medications are considered maintenance medications?
How do I begin using the NoviXus mail order pharmacy?
What payment methods do you accept?
Are there other special circumstances?
Can my prescriber call in my prescription to NoviXus Pharmacy Services?
Can a local retail Pharmacy transfer my prescription to NoviXus?
How do I check the status of my order?
Why can’t I see my spouse’s or my child’s information through my online account?
How do I choose a user name and password for my online account?
I forgot my user name and/or password. How can I login to my account?

How do I update my personal information?
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?
Will a Pharmacist always be involved in the filling of my prescription?
Can I speak to the Pharmacist directly?

Shipping and Delivery

Do you 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?

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

Website

  • Go to the NoviXus website developed specifically for University of Michigan prescription drug plan members: https://umich.novixus.com/
  • 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.
  • Click Register

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.

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.

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 mail in the NoviXus registration form found on the NoviXus website. 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. Your doctor can then e-prescribe or fax your prescriptions to NoviXus, or you can mail in your prescriptions.

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Q: What forms of payment do you 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 other special circumstances?
A: 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: 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: Can a local retail Pharmacy transfer my prescription to NoviXus?
A: No. Prescriptions cannot be transferred from retail pharmacies.

If your prescription is at a local pharmacy, ask your prescriber to write a new prescription to replace each prescription you want filled by NoviXus Pharmacy Services. Your prescriber can e-prescribe or fax the prescriber fax form to the NoviXus fax number listed on the form. By law, faxed and e-prescribed prescriptions are valid only if sent from a prescriber’s office.

 

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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. You should receive your order within 7-10 business days. If you have not received your prescription order within 10 business days from the time the order was placed, be sure to contact NoviXus Patient Care.

Q: Why can’t I see my spouse’s or my child’s information through my online account?
A: Because NoviXus values your security, the system identifies registered members by a unique prescription profile and stores each person’s prescription medication history in his or her own secure account.  

Q: How do I choose a user name and password for my online account?
A: Choose login information that will be easy for you to remember. All user names and passwords must be at least 6 characters (letters or numbers) long. For security purposes, each member’s user name must be unique.

Q: I forgot my user name and/or password. How can I login to my account?
A: Click Forgot Username or Password? located on the home page of the https://umich.novixus.com/ website. You may choose either Forgot Password or Forgot Username. If you are still unable to gain access to the NoviXus website, please contact NoviXus Patient Care at (877) 269-1160 for assistance. Hours of operation are Monday – Friday from 7 a.m. to 7 p.m., Saturday 9 a.m. to 1 p.m. Eastern Time.

Q: How do I update my personal information?
A: If your name has changed, please contact NoviXus Patient Care Services at (877) 269-1160. You can update other information, including your address, through your online account or by updating your information on your order form.

 

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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.

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: Do you ensure that medications are maintained at certain temperatures?
A: Yes. NoviXus Pharmacy Services follows strict guidelines when 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. If you choose Next Business Day delivery there is a $25 charge.

Q: How soon will my prescription order arrive?
A: Allow 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: Depending on your plan, your prescriber’s wishes and what is allowed by state law, 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.

 

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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.