Frequently Asked Questions

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.

• 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.

• 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.

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

Your medications are provided to you at no cost.

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.

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.

There is no cost for Medicaid members.

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

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

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).

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.

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.

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.

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

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.

Sentara Health Plans