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Mail Service Prescription Drug Program-Standard Option

Frequently Asked Questions and Answers

How do I order refills for my prescriptions?
I have a new prescription. How does the Mail Service Prescription Drug Program work at CVS Caremark?
How can I obtain a Mail Service Order Form?
What if I am unable to obtain a Mail Service Order Form?
How do I get my refill through the Automated Prescription Refill System?
How do I get my refill through the Website?
What if I want to use Mail Service but need my medication immediately?
How long will it take to get my prescription?
How soon should I request a refill from the mail service pharmacy?
How do I check the status of my prescription order?
Do I need to fill out a CVS Caremark Mail Service Order Form each time I place an order for a “new” prescription?
Do I have to fill out a CVS Caremark Mail Service Order Form each time I place an order for a “refill”?
Do I need to register to use the CVS Caremark mail service pharmacy website?
What features are available through the website?
Can CVS Caremark take my credit card number and keep it on file for future orders?
Do I have to provide an e-mail address to order refills using the website?
What if I do not want to receive email reminders?
I placed my order using the automated phone or the website, but I never received my medicine. What happened?
How do I pay for mail service prescriptions?
I received a generic medication, but had sent in a copayment for a brand. What will happen to the difference in cost?
How will CVS Caremark apply a credit balance to my account?
Why did you send me a generic when my prescription was written for a brand-name medicine?
Are generics really safe?
Why does my generic medication look different?
Why is the bottle that my prescription comes in different?
Can I have my retail pharmacy transfer my prescription to the mail service pharmacy?
The doctor wrote my prescription for a 45-day supply can you fill a larger quantity?
I accidentally sent in my prescription refill too soon. Will you send it back to me or hold it until it can be filled?
Who do I call to obtain a year-end benefit statement?
How will the Drug program work when I live overseas?
I am currently living overseas, can my physician continue to fax my prescription to CVS Caremark?
I sent my prescription into mail service and thought the copay was $70 but I was charged $80. Why was I charged more?
The drug I am taking is on the third tier: Non-preferred brand. I spoke to my doctor and he agrees that I cannot use/had ill effects from alternative drugs on the lower tiers. I don't understand why I should pay the higher copay for a Non-preferred drug if it's the only one that I can use?

How do I order refills for my prescriptions?

There are 4 ways for you to order refills through CVS Caremark:

    • Complete a Mail Service Order Form and mail it to CVS Caremark at

    CVS Caremark

    P.O. Box 1590

    Pittsburgh, PA 15230-9607

    • Go to www.fepblue.org, select Pharmacy Programs, Standard Option Mail Service and follow the prompts.

    • Contact the toll-free automated prescription refill system at 1-877-FEPFILL (1-877-337-3455).

    • Contact Customer Care at 1-800-262-7890. For members with hearing loss requiring assistance, please dial toll-free TDD 1-800-216-5343.

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I have a new prescription. How does the Mail Service Prescription Drug Program work at CVS Caremark?

If you need your medication immediately, ask your doctor to write one prescription for up to a 14-day supply to be filled at your local retail pharmacy, and a second prescription for your mail service program for up to a 90-day supply of medicine. Your cost share for the retail supply will be 20% for generics; 30% for preferred brands and 45% for non-preferred brands. Attach your 90-day supply prescription to a completed order form and mail it to CVS Caremark along with the appropriate copayment.

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How can I obtain a Mail Service Order Form?

You can obtain a Mail Service Order Form through the Pharmacy Programs feature on this website. Select Standard Option Mail Service and follow the prompts. Or you can call Customer Care at 1-800-262-7890. For members with hearing loss requiring assistance, please dial toll-free TDD 1-800-216-5343.

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What if I am unable to obtain a Mail Service Order Form?

If you are unable to obtain a Mail Service Order Form, please provide the following information with the appropriate copayment and the original prescription to CVS Caremark P.O. Box 1590 Pittsburgh, PA 15230-1590

    • Name of the patient/member

    • Identification number which begins with “R”

    • Mailing address

    • Doctor’s name, phone number and fax number

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How do I get my refill through the Automated Prescription Refill System?

You may place your refill order through the toll-free automated prescription refill system by dialing 1-877-FEPFILL (1-877-337-3455) and following the prompts. Once the order is completed you’ll be given a confirmation number, please write it down for future reference.

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How do I get my refill through the Website?

To use the Web site, you must first register at www.fepblue.org. To register, have your Service Benefit Plan Identification number available, it begins with the letter R. Once registered follow the path under the Pharmacy Programs feature, select Standard Option Mail Service and follow the prompts.

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What if I want to use Mail Service but need my medication immediately?

If you need your medication immediately, ask your doctor to write one prescription for up to a 14-day supply to be filled at your local retail pharmacy, and a second prescription for your mail service program for up to a 90-day supply of medicine. Your cost share for the retail supply will be 20% for generics; 30% for Preferred brands and 45% for Non-preferred brands. Attach your 90-day supply prescription to a completed order form and mail it to CVS Caremark along with the appropriate copayment. The cost share for each prescription will be $15 for generics, $70 for Preferred brand-name drugs and $95 for Non-preferred brand-name drugs. Be sure to include your original prescription, not a photocopy.

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How long will it take to get my prescription?

You can expect to receive your prescription within 14 days from the date you initiate your order.

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How soon should I request a refill from the mail service pharmacy?

To ensure that you always have an adequate supply on hand, please send in a refill request 25-days before you are scheduled to run out of medication. This date can be found on your prescription bottle label.

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How do I check the status of my prescription order?

You can check the status of your order at anytime by visiting the Pharmacy Programs feature on www.fepblue.org, selecting Standard Option Mail Service and following the prompts. Or, you can use our toll-free automated phone system 1-877-FEPFILL (1-877-337-3455) for added convenience.

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Do I need to fill out a CVS Caremark Mail Service Order Form each time I place an order for a “new” prescription?

For each “new” prescription you receive from your doctor you will need to fill out a mail order form to send to CVS Caremark. If your order contains multiple prescriptions you will only need to fill out one form for your order. Send your prescription and copayment to:

CVS Caremark

P.O. Box 1590

Pittsburgh, PA 15230-9607

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Do I have to fill out a CVS Caremark Mail Service Order Form each time I place an order for a “refill”?

No, you do not have to fill out the form each time you place an order for a refill.

With your first order, you will receive a pre-printed form for refills. Simply identify the refills you would like to fill and mail the form in the pre-addressed envelope provided. You will need to complete the method of payment and any address information that may be different from the pre-printed information.

You may place a refill order at www.fepblue.org using the Pharmacy Programs feature. You may also use our automated phone system by calling 1-877- FEPFILL (1-877-337-3455).

If you’d like to speak with someone personally, our CVS Customer Care Representatives are available 24 hours a day; seven (7) days a week at the toll-free number 1-800-262-7890. For those members with hearing loss requiring assistance, please dial the new toll-free number TDD, 1-800-216-5343.

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Do I need to register to use the CVS Caremark mail service pharmacy website?

Yes. By registering online, you can take advantage of your Mail Service Prescription Drug Program benefits online, anytime. Simply log on to www.fepblue.org, select Pharmacy Programs, Standard Option Mail Service, click on the link “Access Caremark’s Standard Option Retail Pharmacy Website” and follow the prompts. Be sure to have your identification number available when registering, it begins with the letter R.

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What features are available through the website?

The CVS Caremark mail service pharmacy website, accessed through fepblue.org, has many features including:

    Ø Refill prescriptions;

    Ø Check the status of your order;

    Ø Look up coverage information;

    Ø View payment activity and prescription history;

    Ø Retrieve medicine information; and

    Ø Print order forms for new prescriptions.

Also, when you fill prescriptions online, you will see the appropriate out-of-pocket expense before you confirm your order.

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Can CVS Caremark take my credit card number and keep it on file for future orders?

Yes, CVS Caremark is able to keep your credit card on file for future orders. If you are mailing in your prescription, the CVS Caremark Mail Service order form has a check box for Credit Card on File. By checking the box, you can designate that the same credit card number you used to pay for your last mail service order can be used to charge your new prescription order. If you call the automated prescription refill system line at 1-877-FEPFILL (1-877-337-3455), it will prompt you to verify if you want the credit card on file to be used.

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Do I have to provide an e-mail address to order refills using the website?

You don’t have to provide your email address to order refills on the website.

However, if Caremark has your email address you will receive an e-mail message confirming the receipt of your order and an email when your order has been shipped, and it can be used to let you know if there is a problem with your order. You can decide if you would like to receive e-mail reminders during the website registration process.

CVS Caremark does not provide or sell e-mail addresses to any third parties.

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What if I do not want to receive email reminders?

You can opt-in/out of email alerts by going to the Standard Option Mail Service feature under Pharmacy Programs on www.fepblue.org and request to opt-out.

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I placed my order using the automated phone or the website, but I never received my medicine. What happened?

When you placed your order using our automated system or the website, you should have received a confirmation number. Have your confirmation number handy when you contact a CVS Customer Care representative toll-free at 1- 800-262-7890 to determine why you did not receive your medicine. Customer Care representatives are available 24 hours a day; seven (7) days a week.

For those members with hearing loss requiring assistance, please dial the new toll-free number TDD, 1-800-216-5343. [If you do not have your confirmation number, please contact Customer Care.]

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How do I pay for mail service prescriptions?

You may pay for your mail service prescriptions by check, credit card (we accept Visa®, MasterCard®, American Express® and Discover®), electronic check or money order.

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I received a generic medication, but had sent in a copayment for a brand.

What will happen to the difference in cost?

We will keep a credit on your account that can be used toward your next mail service order. If you would prefer to receive a refund please contact Customer Care at 1-800-262-7890

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How will CVS Caremark apply a credit balance to my account?

CVS Caremark will maintain a credit amount on file for a future order, credit the card you used to charge your order, or send you a check. Credit balances are held on your account for 120 days before they are reimbursed with a check.

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Why did you send me a generic when my prescription was written for a brand name medicine?

By submitting your prescription (or those of covered family members) to the

Mail Service Prescription Drug Program, you authorize substitution of any available Federally approved generic equivalent, unless you or your physician specifically requests a brand-name drug. For additional details, please refer to your 2012 Service Benefit Brochure section 5(f).

Generic drugs are lower-priced drugs that are the therapeutic equivalent to more expensive brand-name drugs. They contain the same active ingredients and must be equivalent in strength and dosage to the original brand-name product. And, because they cost less, you can save money by using generic drugs. However, you and your doctor have the option to request a brand-name drug even if a generic option is available.

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Are generics really safe?

The U.S. Food and Drug Administration (FDA) sets strict standards to ensure that generic drugs have the same quality and strength as brand-name drugs. Since generics use the same active ingredients and are shown to work the same way in the body as their brand name equivalents, they have the same benefits and risks as their brand name counterparts.

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Why does my generic medication look different?

From time to time, circumstances may warrant a change in the manufacturer of generic medication we carry. When this occurs, we undergo strict measures to ensure that we provide quality, therapeutically sound products for our members. The medication may have different packaging, shape, size or color than the previous medication. Although the appearance of the new drug may be different, that the active ingredients used in this medication are identical to the previous prescription. The U.S. Food and Drug Administration (FDA) has judged the two medications to be pharmaceutically equivalent, providing the same clinical effect and safety profile.

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Why is the bottle that my prescription comes in different?

There are various automated processes used by different pharmacies to prepare and dispense your medication. CVS Caremark may use a different color or bottle type than you received previously.

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Can I have my retail pharmacy transfer my prescription to the mail service pharmacy?

Yes, we can arrange for the transfer of your retail prescription to the mail service pharmacy. However, as an alternative, you can ask your doctor’s office to call in your prescription by contacting our New Prescription Request Pharmacy Department at 1-800-378-5697. Your doctor’s office will need to provide your Service Benefit Plan Identification number to access this service. The identification number begins with an “R”.

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The doctor wrote my prescription for a 45-day supply can you fill a larger quantity?

We can only dispense the prescription as it is written by your doctor. We recommend that you discuss the length of therapy with your doctor to ensure adequate day supply.

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I accidentally sent in my prescription refill too soon. Will you send it back to me or hold it until it can be filled?

Under the Service Benefit Plan you can obtain medication refills once 75% of the prescription has been used. However, if you’ve sent in your prescription refill too soon, we will gladly hold your prescription up to 30 days and process your prescription refill request at the appropriate time.

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Who do I call to obtain a year-end benefit statement?

You can continue to direct all inquires related to your Mail Service Prescription Drug Program to Customer Care at 1-800-262-7890. For members with hearing loss requiring assistance, please dial toll-free TDD 1-800-216-5343. If necessary, your call will be directed to Medco in order to answer your request.

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How will the drug program work when I live overseas?

The same way it works today. We will continue to ship prescriptions to authorized APO and FPO addresses. For a new prescription after January 1, 2012, fill out a Mail Service Order Form and send it along with the appropriate copayment to

CVS Caremark

P.O. Box 1590

Pittsburgh, PA 15230-9607

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I am currently living overseas, can my physician continue to fax my prescription to CVS Caremark?

Yes, while the process used today by your physician will not change, the physicians will use a new fax number 1-800-378-0323.

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I sent my prescription into mail service and thought the copay was $70 but I was charged $80. Why was I charged more?

The medication that you sent in may be considered a specialty medication which needs to be dispensed through our Specialty Pharmacy Program. In this case, your copay for specialty medications is $80. If you would like to verify if you are taking a specialty medication or learn more about our Specialty Pharmacy Program you may call Caremark toll-free at 1-888-346-3731.

The drug I am taking is on the third tier: Non-preferred brand. I spoke to my doctor and he agrees that I cannot use/had ill effects from alternative drugs on the lower tiers. I don't understand why I should pay the higher copay for a Non-preferred drug if it's the only one that I can use?

A drug may fall into a Tier 3 status for a variety of reasons:

    • A brand-name drug may be classified as a Tier 3 medication due to safety and/or effectiveness issues as evaluated by the FEP Pharmacy and Therapeutic Committee. In these cases, there is usually a medication alternative available at a lower cost share in Tier 2 or Tier 1.

    • A brand drug may be classified Tier 3 if the medication has a generic version available. The generic version is available at a lower member cost share at Tier 1.

    A formulary exception process does exist. This process gives you the opportunity to obtain a Preferred (Tier 2) cost share for selective Non-preferred (Tier 3) medications in the event that you have tried and failed or experienced an adverse effect from medications in the same therapeutic class.

The process works as follows:

A Formulary Tier Exception Request Form must:

    • Be completed by the requesting member or member’s representative.

    • Include a Prescribing Physician’s Statement provided by prescribing physician or physician’s representative.

Prescribing Physician’s Statement must:

    • Describe any therapeutic failure experienced by the member when treated with a Preferred (Tier 2) medication.

    • Describe any adverse events experienced by the member when treated with a Preferred (Tier 2) medication.

    • Be signed by the prescribing physician or physician’s representative.

A decision will be made within 21 days.

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