HOW DO I USE THE DENVER HEALTH PHARMACY RETAIL BY MAIL PROGRAM?
Call or make an appointment to see your Denver Health provider. Ask your provider to write 90-day prescriptions for all of your maintenance medications. Complete the sign-up form, enclose the hard copies of your new 90-day supply prescriptions, and mail to Denver Health Central Fill Pharmacy, 500 Quivas Street, Suite A, Denver, CO 80204. Remember, to use this service prescriptions MUST be written by a Denver Health provider.
HOW LONG WILL IT TAKE TO RECEIVE MY PRESCRIPTIONS?
Although most orders are shipped within 48 hours, please allow 7-10 business days prior to running out of medication. Pharmacy Retail by Mail will not refill prescriptions until 75% of your last mail order prescription has been used. For a 90-day supply, this is 68 days from the date of the last fill. For example, if you received a 90-day supply of medication on January 1, you would not be able to request a refill until March 10. Refills are not sent automatically. You must request refills through the telephone refill system, online or by using the Denver Health Pharmacy smartphone app.
WHAT IF A DRUG IS NOT COVERED BY MY INSURANCE?
If your insurance does not cover a specific drug, pharmacy staff will contact you to discuss your options.
HOW DO I REFILL MY PRESCRIPTIONS?
After you have received your prescriptions by mail for the first time, you may order refills by calling the automated refill line at 1-866-DH-REFILL (1-866-347-3345), order refills online at mychart.denverhealth.org/MyChart, or use the MyChart smartphone app. Refills cannot be processed until 75% of the supply from your previous fill has been used.
HOW DO I REFILL MY PRESCRIPTIONS USING THE AUTOMATED TELEPHONE SYSTEM?
Call 1-866-DH-REFILL (1-866-347-3345) and follow the instructions to refill prescriptions. You can also find the phone number to call in refills on your prescription bottle label. Have your prescription number(s) and credit card number readily available.
HOW DO I REFILL MY PRESCRIPTIONS ONLINE?
Go to mychart.denverhealth.org/MyChart. If this is your first time using MyChart, please have the MyChart Activation Code given to you by your physician’s office readily available.
WHAT IS MY PRESCRIPTION NUMBER?
Your prescription number is on the prescription bottle label listed as “Rx number”.
WHAT ARE THE BENEFITS OF USING THE PHARMACY RETAIL BY MAIL SERVICE?
Pharmacy Retail by Mail is a convenient way to have your prescriptions filled for a 90-day supply and delivered to your home. Because Pharmacy Retail by Mail prescriptions are for a 90-day supply, you will only need to have your prescriptions filled 4 times a year. You may also have a lower copay when you fill a 90-day supply. You can find copay information in your plan’s member handbook or in your plan’s formulary located at denverhealthmedicalplan.org.
DO I HAVE TO SEND IN A NEW PRESCRIPTION EACH TIME I ORDER MY MEDICATION?
No. As long as your prescription is written for a 90-day supply, has remaining refills and is not expired, the pharmacy will be able to refill it. A new prescription is needed only when there are no refills remaining, your prescription expires, or your provider changes your medications. Check your medication bottle label for the number of refills remaining and expiration date.
WHAT IF I DECIDE I DO NOT WANT THE PRESCRIPTION AFTER I RECEIVE IT?
Due to pharmacy regulations, the pharmacy is not allowed to return medications once they have left the pharmacy. Once the prescription is dispensed and shipped, your copay cannot be refunded.
WHAT IS A MAINTENANCE DRUG?
Maintenance drugs are long-term medications that are not new or first time fills. Controlled substances and all injectables except insulin cannot be filled through the Pharmacy Retail by Mail program.
CAN I GET A PRESCRIPTION FOR A CONTROLLED SUBSTANCE OR A SPECIALTY DRUG FILLED THROUGH THE PHARMACY RETAIL BY MAIL SERVICE?
No. All controlled substances and specialty drugs must be picked up at a Denver Health Pharmacy. Examples of controlled substances include narcotics, stimulants, and sedatives. If you fill prescriptions written by a specialist provider such as an infectious disease specialist, rheumatologist, neurologist, or oncologist, you may have specialty drugs. For more information if your drug can be filled through Pharmacy Retail by Mail call Pharmacy Customer Service at 303-602-2326.
CAN I GET A PRESCRIPTION FOR A REFRIGERATED DRUG FILLED THROUGH THE PHARMACY RETAIL BY MAIL SERVICE?
Yes. Drugs that need to be refrigerated can be safely mailed.
HOW WILL MY PRESCRIPTION ORDER BE MAILED?
Your medications are sent through the U.S. Postal Service. The return address of the package will not indicate that the package is from a pharmacy.
WHAT IF I WANT MY PRESCRIPTIONS SHIPPED TO A DIFFERENT ADDRESS?
Due to pharmacy regulations, we can only ship your prescriptions within the state of Colorado. If your address changes within the state of Colorado, please call Pharmacy Customer Service at 303-602-2326 or complete and mail an updated sign-up form to 500 Quivas Street, Suite A, Denver, CO 80204. Please be sure to mark on the form that this is a change of address.
WHAT IF I WANT TO PICK UP MY PHARMACY RETAIL BY MAIL PRESCRIPTIONS?
The Central Fill Pharmacy does not allow walk-in traffic, so all Pharmacy Retail by Mail prescriptions must be mailed and cannot be picked up at the pharmacy.
HOW DO I GET A NEW PRESCRIPTION FROM PHARMACY RETAIL BY MAIL ONCE I HAVE ENROLLED?
Fill out the sign-up form, enclose the hard copies of your prescriptions, and mail to Denver Health Central Fill Pharmacy, 500 Quivas, Suite A, Denver, CO 80204. If you have already provided credit card information to be kept on file you do not need to complete this section again. In addition, you can also ask your provider to send prescriptions directly to the pharmacy.
HOW CAN MY PROVIDER SEND MY PRESCRIPTIONS TO PHARMACY RETAIL BY MAIL?
As long as you are enrolled in the Pharmacy Retail by Mail program with a valid credit card on file, your provider can send prescriptions directly to the Central Fill Pharmacy online or by fax at 303-602-2335. Federal law prohibits the pharmacy from accepting prescriptions faxed by the member. Be sure to remind your provider to indicate “Pharmacy Delivery by Mail” on all faxed prescriptions so that the pharmacy knows to mail your prescription. Telephone prescriptions will NOT be accepted.
HOW DO I KNOW WHAT MY COPAYMENT IS?
You will receive a receipt with your prescriptions for the amount charged to your credit card. You can find copay information in your plan’s member handbook or in your plan’s formulary located at denverhealthmedicalplan.org, or call your plan at the phone number listed on the back of your ID card. Remember, your plan requires generic drugs are used when available. This means if you fill a prescription with a brand name drug when a generic is available, you will have to pay the copay plus the difference in cost between the generic and the brand name drug. If your provider feels you need the brand name drug, they can fill out a prior authorization request form to tell your health plan why the brand is needed. If it is approved, you will only need to pay the brand copay.
HOW DO I PAY FOR MY PRESCRIPTIONS?
Prescriptions can be paid for by Visa, MasterCard, or Discover. Please include the credit card number on the sign-up form or your convenience, the pharmacy can maintain an account for you with credit card information for future payments. This information is kept in an encrypted file to ensure security and confidentiality; however, you do have the option of declining to keep this information on file. If you choose to keep this information on file with the pharmacy, future prescriptions will be charged to this credit card, unless otherwise specified. Credit card numbers can also be entered and changed via the touch tone refill line or the internet refill website. If there is no credit card on file, your prescription delivery will be delayed until the pharmacy can obtain payment.