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Frequently Asked Questions

What is a specialty pharmacy?

Specialty pharmacies handle drugs for complex health conditions. These drugs often require special handling, disposal, and/or monitoring. The pharmacy team helps make sure patients can take their medications and improve their quality of life.

What services does Sentara Case Management Pharmacy provide?

  • An immediate answer by a team member every time you call during business hours.
  • Refill reminder calls/text messages to help you refill your medication on time.
  • A patient management program that provides personalized care for every patient. We will
    work with you and your healthcare providers to make a care plan based on your individual health condition.

What are some of the potential benefits of working with Sentara Case Management Pharmacy’s patient management program?

  • Better understanding of your condition and prescribed drug regimen.
  • Improved ability to take your medications as ordered by your doctor.
  • Assistance with managing drug side effects.
  • Improvement in quality of life and overall health.
  • Free delivery to your preferred location.
  • Routine follow-up and monitoring of your condition by a specialty pharmacist.
  • A 24/7/365 specialty pharmacist available for your medication concerns.

What are some of the potential limitations of Sentara Case Management Pharmacy’s patient management program?

The program helps patients manage their health conditions and is not intended as a cure.

How much will my medications cost?

Your medications are provided to you at no cost.

Does Sentara Case Management Pharmacy have access to all specialty drugs?

Sentara Case Management Pharmacy has access to most specialty drugs. If we don’t, we will transfer your prescription to a pharmacy that can provide the drug and we will contact you to let you know where it was transferred.

Will Sentara Case Management Pharmacy ever substitute my brand name medication with a generic version?

According to the FDA, an approved generic drug is the same as a brand name drug in dosage, safety, strength, quality, performance, and intended use, and can be safely substituted. Sentara Case Management Pharmacy will use a generic drug unless your doctor says the brand name drug is medically necessary.

How do I pay for my medications?

There is no cost for Medicaid members.

How do I receive my medications?

Your medications will be shipped to you via a local or national courier service. Confidential packaging is used to ensure protection of your privacy.

What is the cost for delivery?

Nothing — the pharmacy will deliver your medication at no charge.

How do I refill my medication?

One of our staff members will contact you approximately seven days prior to your refill due date to coordinate the delivery of your medications and needed supplies. These calls/text messages are designed to serve as a reminder to refill your medications on time. If you don’t hear from us and are due for your refill, please call 1-877-349-5242 (TTY: 711).

How will I know if my medication is recalled and what should I do?

Sentara Case Management Pharmacy receives alerts when a drug is recalled and we follow the provided recommendations from the FDA. We will reach out to you if you have received a drug that requires action. Please call us if you have any questions regarding a recalled drug.

How will I know if my order is delayed?

Meeting our promised delivery times is a top priority at Sentara Case Management Pharmacy. If an unexpected delay occurs, we will contact you as soon as we know and will call you to work with you to make new arrangements. If you don’t receive your order as expected, please let us know as soon as possible.

What should I do if I am experiencing side effects to my medication?

Call 911 immediately if you believe your symptoms are life threatening. Otherwise, please call the pharmacy at 1-877-349-5242 (TTY: 711) any time of day and one of our pharmacists will help you.

How can I find out about my order’s status?

Please call the pharmacy at 1-877-349-5242 (TTY: 711) and we can tell you your order status.

Can I use TTY or other assistive telephone devices to call you?

Yes. We use Virginia Relay (dial 711) to assist us with patients needing these services. You may also designate a caregiver or family member to speak with us if you prefer.

What insurances does Sentara Case Management Pharmacy accept?

Sentara Health Plans

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