Skip to main content

Frequently Asked Questions

GO TO:

Getting started with CVS Specialty

A specialty medication is used to treat complex and chronic conditions like rheumatoid arthritis, multiple sclerosis, human immunodeficiency virus (HIV), psoriasis, rare genetic disorders, infertility and cancer. A specialty medication is sometimes taken as a pill, but is most often injected or infused. It tends to be high cost and those who take specialty medications may need extra monitoring or support. 

You can check the CVS Specialty Drug List to see if your medication is available through CVS Specialty. If your specialty medication is not on the CVS Specialty Drug List, check with your doctor to find out which specialty pharmacy can fill your prescription.

Please note: Most specialty medications require prior authorization (PA). This means that your doctor must provide more information to your insurance company or pharmacy benefit manager on why you need a specialty medication. If the PA is approved, the medication will be covered based on eligibility and benefit plan design.

You can either ask your doctor to send your prescription to CVS Specialty, or you can visit CVSspecialty.com and click on Get Started. Enter your information, the name of the medication and your doctor’s contact information. The CVS Specialty CareTeam will contact your doctor to get your prescription.

You also have the option of dropping your specialty prescription off at any CVS Pharmacy® location. It will be transferred to CVS Specialty and a member of the CVS Specialty CareTeam will contact you.

 

CVS Specialty offers a higher level of personalized support than traditional retail pharmacies. With CVS Specialty, you will have access to a CareTeam, which includes clinical pharmacists and nurses who are specially trained for conditions like yours. They can help with everything from getting started, setting up injection training or home infusions, and managing side effects to helping you find financial assistance. 

Here’s how the process works:

When CVS Specialty receives your prescriptions, a member of your CVS Specialty CareTeam will call you. The Care Team representative will introduce him or herself, ask you to verify your information to protect your privacy and let you know what services CVS Specialty can provide. The representative will ask how you prefer to receive messages and notifications – by text message, email or both. You will also be offered a link, sent by text or email, so you can create an account at CVSspecialty.com.

The CareTeam representative will review your prescription and insurance information, and determine whether your medication needs a PA. (If so, we will ask your doctor to submit a request.) You’ll also find out how you’ll pay for your medication. If you need help paying for your medication, CVS Specialty will help you find financial assistance from the manufacturer or other sources.

If your medication is injected or infused, the CareTeam representative will help you set up any needed services – like self-injection training or in-home infusion assistance. If you need supplies or nursing orders, the representative will request them from your doctor.

The CareTeam representative will ask some questions about your health so a CVS Specialty pharmacist can conduct a complete safety review of your medications. These questions may include:

  • Do you have any vision or hearing impairments that we should to be aware of?
  • Do you have any allergies?
  • What other medications do you take (if any)?
  • Do you have any questions for the pharmacist about the medication or how to take it?

The next step is to schedule delivery. Your medication can be sent to your home or work address, your doctor’s office or even a CVS Pharmacy store (in all states except Oklahoma*). If your medication has any special storage requirements, the representative will review those with you. They will also review your payment and billing information. You’ll receive a new patient guide with your first shipment that includes a Health Insurance Portability and Accountability Act (HIPAA) notice of privacy and assignment of benefits forms. These must be signed and returned by mail, or electronically signed at CVSspecialty.com. If you chose to receive text or email communications, you’ll get a message and tracking number when your package ships. 

*Where allowed by law. In-store pick up is currently not available in Oklahoma. Puerto Rico requires first-fill prescriptions to be transmitted directly to the dispensing specialty pharmacy. Products are dispensed by CVS Specialty and certain services are only accessed by calling CVS Specialty directly. Certain specialty medication may not qualify. Services are also available at Long’s Drugs locations.

About this site

Registering makes it easier to manage your prescriptions and view all the information you need in one place. You can use the website or mobile app to refill prescriptions, choose whether you’d like your medications shipped to your home or a CVS Pharmacy store*, and track your shipments. You can also make one-time payments, set up automatic payments, and view your order and payment history.

*Where allowed by law. In-store pick up is currently not available in Oklahoma. Puerto Rico requires first-fill prescriptions to be transmitted directly to the dispensing specialty pharmacy. Products are dispensed by CVS Specialty and certain services are only accessed by calling CVS Specialty directly. Certain specialty medication may not qualify. Services are also available at Long’s Drugs locations.

You can register here. All you need to do is provide some information and create a password.

You can register for online access if you receive your medications from CVS Specialty.

We’d be happy to help you – just give us a call at  1-800-237-2767 (TTY: 711).

Security questions help us verify your identity if you forget your password or get locked out of your account. To help keep your personal information secure, you’ll have to correctly answer questions to reset your password. 

No. An active email address is needed to create an account. We will use this email address to send you important information about your account.

Sign in your account, go to My Account and click on Edit.

Click on Forgot my Password on the sign-in page, then enter your email address. You’ll receive an email with a Reset Password link. Click on the link, answer a security question and enter a new password.

For PC users:

  • Microsoft Internet Explorer (IE) 8.0, 9.0, 10.0 and 11.0
  • The two most recent versions of Google Chrome
  • The two most recent versions of Mozilla Firefox

For Mac users:

  • The two most recent versions of Apple Safari
  • The two most recent versions of Google Chrome
  • The two most recent versions of Mozilla Firefox

We support IE8, but Microsoft stopped supporting both IE8 and Windows XP in April 2014. As a result, web pages don’t always look good or function properly in IE8.

We recommend that you upgrade your browser if you can. If not, make sure you are not using compatibility view settings for CVSspecialty.com You can check this in the browser’s Tools menu. 

To grant another person, such as a trusted relative or caregiver, access to your health care information and fill out the Pharmacy Patient Authorization form. Click on My Authorization Form on the My Account page.

This form gives CVS Specialty permission to file claims for you. It also lets CVS Specialty bill your insurance company or submit Medicare claims.

To allow CVS to submit claims on your behalf, please click on the “Fill out Assignment and Authorization Form” link on the My Account page. 

The form may take up to 14 days to process. The processing period will not affect delivery of your medication. If the form is not received, you may need to submit claims yourself and you may be billed as a result.

Prescriptions and refills

You will receive a refill reminder before your refill is due. To order your refill, you can call us, sign in to CVSspecialty.com or use the CVS Specialty app.

When you request your refill, either by phone or online, we’ll ask you some questions, such as:

  • Would you like your medication shipped to your home, office, or a CVS Pharmacy store?
  • By what date do you need to have your medication?
  • Have there been any changes to your medication allergies?
  • Have you had any changes to your other medications? Have you started any new medications?
  • Do you have any questions for the pharmacist?
  • Have you noticed any mental or physical side effects?

Depending on the medication you’re taking, we may ask more questions. You’ll also be asked to verify your contact information, including your phone number and address. 

Please note: some medications must be refilled by phone because they have more monitoring requirements.

Yes. To refill all of your available prescriptions, sign into your account and click on Refill All at the top of the My Prescriptions page.

If it’s a prescription for a medication you’re already taking, it may not be ready to refill yet. Only medications with an eligible refill will appear in your online account. If you are starting a new medication and it is urgent, please ensure your provider already submitted the prescription to CVS Specialty and have them follow-up with us by phone.

You can refill active prescriptions when they are ready for refill. They’ll be listed under My Prescriptions with a red Refill button next to them. Prescriptions you’ve refilled before, but aren’t yet ready to be refilled again, will appear under Recent Prescriptions.

If you see Please Call for Refill, your medication may need special handling, so you won’t be able to request a refill online. You will need to call the phone number on your prescription label.

You can refill prescriptions online if you’re a CVS Specialty patient, you’ve registered at CVSspecialty.com and you have eligible prescriptions. To find eligible prescriptions, sign in and click on My Prescriptions – any medication with a red Refill button can be refilled online.

Sign in and click on My Prescriptions. Once your order has a tracking number, you can click on a link to the shipper’s website for more information. It may take some time for shipping details to appear.

You can also get text alerts about your prescription order status sent to your mobile device. To start text alerts, sign in and click My Account and check the I Want to Receive Text Alerts box.

To start receiving email alerts, send us a secure message or call the phone number on your prescription label.

To start text alerts, sign into your account, click on My Account and check the box next to text alerts. You can also send a secure message or call the phone number on your prescription label.

When you place your order by phone, your CVS Specialty Care Team will confirm any supplies you need. When you place your order online, please be sure the supplies you need appear at checkout – they are not automatically included.

Pharmacy policy prohibits the return and restocking of medications, which means that pharmacies and pharmacists can’t accept a medication for return after it’s been sold, distributed or dispensed.

CVS Specialty delivers medications according to the prescription from your doctor. We can’t issue credit for unused medication if your prescription changes after delivery. It’s important that we have the most up-to-date information on your prescriptions, as well as the supplies you have on hand.

CVS Specialty does not offer automatic refill enrollment. For your specialty medication, we need to gather up-to-date clinical information in order to provide the highest level of care with every prescription refill. We will send a reminder prior to when your refill is due according to your notification preferences, (email, text, phone) and you can complete the order online or by calling us.

Insurance

CVS Specialty will file claims with your insurance company. We will contact your insurance company to find out what is covered and if any paperwork is needed. If a claim is denied, we will work to try and get it approved for you or will work with your doctor to try and find another medication that’s covered and will work for you.

Your insurer may provide you with an explanation of benefits (EOB) report that describes covered services and how much was paid. We will provide you with a patient statement if there is an amount you need to pay.

Call your CVS Specialty CareTeam as soon as you know of any insurance changes. We will check your new benefits to find how if you can still use CVS Specialty, and if so, how much of your medication will be covered. Many insurance companies require we get a PA ahead of time, which can take as long as 30 days. Be sure to let your CareTeam know as soon as possible to help avoid delays in getting your medication.

If you lose your job, you can sometimes keep your policy with your employer for a limited time through COBRA (Consolidated Omnibus Budget Reconciliation Act). You must start this benefit within 60 days after you stop working. Another option is to ask for coverage under a state program or short-term medical insurance policy to cover you between jobs. Check with your Human Resources department for more information on these programs.

It is very important to stay in touch with your CVS Specialty CareTeam if you expect any changes to your health benefits.

There are a few things you can do:

  • If you have a copay assistance card or other insurance, be sure to let us know when you place your order.
  • If we ask for information about your insurance, reply quickly.
  • If we ask you to call your insurer, do so right away.

Payments

Your cost will be determined once your order is processed and billed to your insurance carrier. 

It may take a few days for your payment to show on your account. We’ll send you a receipt (based on your communication preferences) when your payment has been processed and billed to your insurance carrier.

You don’t have to pay in full. When you make a one-time partial payment, you will need to pay at least one-third of your balance. For more payment questions and options, please contact the Billing department at 1-800-250-9631 (TTY: 711).

Yes. First you must pay your balance in full, and the payment must be processed. Then you can set up an automatic payment schedule and choose the amount and timing of your payments. You can choose to schedule payments on a specific day every month for either a specific amount or for the balance owed on your account up to a pre-authorized amount.

It takes a few days for payments to be processed and reflected on your account. It’s possible that the payment has been scheduled but not processed, or that it is scheduled for a future date. Please wait a few days before making another payment or calling the Billing department.

Manufacturer debit cards require special handling. Please call the Billing department at 1-800-250-9631 (TTY: 711) to make payments with these credit cards.

No. You can sign in to your account to view or pay your balance online at any time.

Sign in at CVSspecialty.com or use the mobile app to see your balance – look for Balance and Payments on your home page. If your email address is on file, you will automatically receive balance due emails. You can also choose to receive balance due alerts by text message. Opt in to text alerts by calling the Billing department at 1-800-250-9631 (TTY: 711) or start text alerts online (click the I Want to Receive Text Alerts box).

For online payments, we accept VISA® credit/debit cards, MasterCard® credit/debit cards, American Express®, Discover® or electronic check. If you pay by mail or over the phone, we also accept checks, and health savings account (HSA) or flexible spending account (FSA) cards. CVS Specialty accepts money orders by mail only. Copay assistance or drug manufacturer debit cards may be accepted by calling the Billing department at 1-800-250-9631 (TTY: 711).

On the Balances and Payment page, you’ll see a View Payment History link on the lower right hand side of the page.

My account

Please use the address that is currently on file with CVS Specialty. If you need to update your account information, call the number on your prescription label.

We want you to understand how information you provide to us is collected and used. Please visit our Terms of Use and Privacy Policy for details.

If you have a complaint or concern about the care you are receiving, please contact the manager at your designated CVS Specialty pharmacy, by calling the phone number on your prescription label. If the designated CVS Specialty pharmacy does not handle your issue to your satisfaction, please call the Specialty Escalation Line at 1-855-264-3240 (TTY: 711).

If you believe that you have pertinent and valid information about the services provided by CVS Specialty, you can call The Accreditation Commission for Health Care (ACHC) at 1-855-937-2242 (TTY: 711) or The Joint Commission at 1-800-994-6610 (TTY: 711) or write to The Office of Quality Monitoring, The Joint Commission, One Renaissance Boulevard, Oakbrook Terrace, IL 60181.