Have questions? Let’s talk.

You don’t need to pick up the phone to get answers about your health. Here we’ve compiled a list of the most frequently asked questions from patients. If you don’t find your answer below, feel free to reach out directly to our pharmacy team.

General Questions

–+What is a specialty pharmacy?

A specialty pharmacy helps people with complex medical conditions. They provide medications that often aren’t available at other pharmacies, like those to treat cancer, growth hormone disorders and other rare diseases.

As a specialty pharmacy, WB Rx Express meets special requirements to handle, store, ship, and administer specialty medications. Think of us as part of your care team, 24/7. When you need help with insurance, financial assistance, and adhering to your medications, we’re here to help.

–+Why do I need a specialty pharmacy?

If you’re living with a complex or chronic health condition, a specialty pharmacy offers specialty medications that could improve your quality of life.

Here are some facts you need to know about specialty medications:

You likely can’t get them anywhere else other than a specialty pharmacy
They often require special handling or storage, which a regular pharmacy isn’t approved to offer
They can be expensive, costing thousands of dollars each year
They might carry side effects that need to be monitored

–+How does WB Rx Express make my life easier?

As part of your care team, we do everything we can to simplify your therapy. That way, you can focus on living your life to the fullest.

WB Rx Express helps you:

Refill your prescription — We make it easy to get the medications you need, and we’ll deliver it wherever is most convenient for you.
Never miss a day of treatment — We work with your insurance company to make sure you meet their requirements, so you can start treatment as soon as possible.
Get financial assistance — We know specialty medications can be expensive. That’s why we help you seek financial assistance to cover the costs.
Simplify therapy — We make it easy to stay on treatment. You’ll get education on your condition, tip cards about side effects and clear packaging that’s easy to understand.
Navigate treatment — We’re in this together. Our pharmacists are available 24/7 to answer questions and address your needs.

–+What is a specialty medication liaison?

WB Rx Express specialty medication liaisons are patient care coordinators (PCCs) and will work with you to make therapy go as smoothly as possible.

They’ll call before each refill to see how treatment is going and answer questions.
They’ll make sure your medication is shipped to whatever location works best for you.
They’ll work with your insurance company to make sure you get your medication quickly.
They’ll connect you with financial assistance if you need help paying for your medication.

–+What if I don’t speak English?

WB Rx Express can be your specialty pharmacy of choice even if you don’t speak English.

Our multilingual staff and translation services mean we can be part of your care team if you speak Spanish, Chinese or any other language.

We’ll make sure you understand your treatment and get all your questions answered in a language you understand.

MY MEDICATION QUESTIONS

–+How do I refill my prescription?

To refill your prescription, specialty pharmacy patients can call 833-391-0126.

Mail order patients can call 833-391-0126 or login to the Rxlocal APP to select which medications need to be refilled.

–+How many refills do I have left?

You can check how many refills you have left on your patient portal. You can log in and see your refills right here.

If you’d prefer to talk to a pharmacist, you can give us a call at 833-391-0126.

–+How do I store my medications at home?

Certain specialty medications require special storage, like refrigeration. If it’s not clearly marked on your prescription’s packaging, ask your specialty medication liaison or pharmacist for storage details.

–+Can I return prescriptions for a refund?

WB Rx Express is dedicated to exceeding our customers’ expectations. We understand there are times when our patients may not be satisfied with a prescription medication they purchased. Unfortunately, by law, we are unable to accept a prescription return. If a product was sent to you in error, or was damaged in shipping, please contact WB Rx Express immediately at 833-391-0126.

–+What should I do if I experience side effects?

If you think you’re feeling side effects from taking a specialty medication, reach out to your doctor or WB Rx Express as soon as possible. If you’re having trouble breathing or other life-threatening symptoms, call 911 immediately.

As a WB Rx Express patient, you can get in touch with our pharmacists at any time by calling 833-391-0126.

–+Where can I dispose of sharps containers?

Sharps containers can typically be disposed of at your local pharmacy or police department. Please call your local health department to learn more information about disposing of sharps containers in your community.

–+Where can I see patient education information for my medication?

When we first fill your medication, you will receive information in your package about that medication.
Medication information can also be viewed in our patient portal, Rx Local. Navigate to the medication list tab, select learn more, and view the medication video.
If you do have questions about your medication, you can always call our pharmacy team at 833-391-0126.

–+How can I dispose of my unused medication?

Please learn more about medication disposal from the FDA here. (https://www.fda.gov/consumers/consumer-updates/where-and-how-dispose-unused-medicines)
You can also view the FDA approved flushable list here. (https://www.fda.gov/drugs/disposal-unused-medicines-what-you-should-know/drug-disposal-fdas-flush-list-certain-medicines#FlushListLinks)

SPECIALTY MEDICATION QUESTIONS

–+What are specialty drugs?

Traditional pharmacies don’t always offer medications to help complex, chronic and rare diseases. Specialty pharmacies like WB Rx Express offer specialty drugs that are made specifically to help patients living with those disease states.

Specialty drugs aren’t offered in retail pharmacies, and they usually require specialized handling. A specialty pharmacist will help you understand how to take the drugs, and set long-term goals for your treatment.

From oncology and immunology to infusion therapy, WB Rx Express is experienced in a wide range of specialty drugs and therapies to help improve your quality of life.

–+What is a limited-distribution drug?

Limited-distribution drugs are medications that can only be filled by certain pharmacies. Generally speaking, these are specialty medications that need to be handled and administered in a unique way.

If your condition requires a limited-distribution drug, WB Rx Express may be able to provide it. Take a look at our specialty drug list, and if you don’t see your drug on the list then give us a call at 833-391-0126.

–+What is step therapy?

Specialty drugs can be expensive. To save you money, many pharmacies suggest that you begin with a less expensive medication to see if it’s effective. If it isn’t, then you can “step up” to the next most inexpensive option. That process is called “step therapy.”

Most insurance companies require you to try and fail a particular therapy or drug before you’ll be approved for a specialty medication.

INFUSION THERAPY QUESTIONS

–+What is infusion therapy?

When oral drugs aren’t effective in treating a complex health condition, patients might benefit from drugs delivered through a needle or catheter into the skin or into a vein. That process is called infusion therapy.

–+Can I still travel if I infuse?

Yes! You can travel while doing infusion therapy.

WB Rx Express can help you prepare for your treatment while you’re on the road, and we can ship your medications to your destination. You’ll also have support from our specialty medication liaisons while you’re away from home.

–+What happens if I experience a side effect while infusing at home?

If you think you’re feeling side effects after self-infusing, reach out to your doctor or WB Rx Express as soon as possible. If you’re having trouble breathing or other life-threatening symptoms, call 911 immediately.

As a WB Rx Express patient, you can get in touch with our pharmacists at any time by calling 833-391-0126.

–+When is it appropriate to self-infuse?

Self-infusing saves you the hassle of traveling to a medical office for treatment. It’s not an option for all treatments, but your healthcare team can help you decide if self-infusion is appropriate for your condition.

SHIPPING & TRACKING QUESTIONS

–+How long will it take to get my medication?

When you order your medication from WB Rx Express, we’ll do our best to get your medicine in a timely fashion. We do request to receive your refill request 10-14 days prior to you needing your medication. This processing time can be affected by these external factors:

Rejected claims — We submit a claim to your insurance company to see if the medication is covered. If it’s not, we’re sent a rejection. We then follow up with your insurance company to find out why.
Insurance requirements — Your health plan might need you to meet certain conditions in order to receive your medication. If we run into any requirements, we’ll do some digging to see if we can help you meet them.
Missing information — We might need to know more from your provider before filling your prescription. We’ll reach out to see if we can get that information from your provider.
Financial assistance — Financial assistance can help make brand name medications more affordable. It’s a helpful service, but it can take time to get approved for third-party funding.

You can check the status of your prescription using our patient portal. If you’d prefer to talk to a pharmacist, you can call us at 833-391-0126.

–+How do I track my shipment?

WB Rx Express uses USPS and UPS to send your medication. When your prescription leaves our facility, you will receive a tracking number through a SMS notification to the phone number we have on file for you.

You can also stay informed about you package by enrolling in UPS My Choice to track shipments. This free service sends text or email alerts when your medication ships and the day before delivery.

–+What if my medication needs to be refrigerated?

If your medication needs to be refrigerated, WB Rx Express will ship it in an insulated container with gel packs to keep it in the right temperature range. Make sure you store the medication in your refrigerator as soon as you receive it.

–+How do I dispose of my medication packaging? Can I recycle it?

It’s simple to dispose of or recycle your medication package:

Gel packs — our gel packs are made to be used as plant food. Simply cut open the bag and pour onto your indoor or outdoor plants. Gel packs can also be refreezed to use later.
Bubble wrap — recycle wherever plastic bags are accepted
EPS containers — recycle at a recycling center that accepts polystyrene, or safely combust it according to federal, state, and local regulations.

FINANCIAL QUESTIONS

–+What will I pay for my medication?

To understand how much you’ll pay for medication, you’ll need to know your copay. Your copay is the fixed amount you’ll pay for your medication out of pocket, set by your insurance. You can usually find your copay on your insurance card.

Some insurance companies say “coinsurance” and “copayment” instead of “copay.” Here’s what those terms mean:

Coinsurance — you’ll pay a percent of the medication’s full price.
Copayment — you’ll pay a flat fee instead of a percent of the medication’s price

–+What if I can’t afford my medication? Can WB Rx Express help me pay for it?

We’re always looking for ways to make specialty medications more affordable for our patients. Many manufacturers and foundations offer financial relief, and we can help you qualify.

If you’re eligible for financial assistance, the WB Rx Express team will help you with all the paperwork and make the process a snap.

–+How do I enroll for financial assistance?

Your eligibility for financial assistance depends on factors like your health condition, your medication or therapy, and your income. We’ll work with you and your doctor to find the programs you may be eligible for, and help you apply.

If you have questions about financial assistance, you can call our pharmacists at 833-391-0126.

–+What are my payment options?

WB Rx Express accepts MasterCard, Visa, Discover, American Express, including Health Savings and Flex Spending Accounts.

–+What if my income is too high for financial assistance?

Even if you think your income is too high for financial assistance, we may be able to find programs you qualify for. Give us a call at 833-391-0126.

INSURANCE QUESTIONS

–+What is a benefits investigation?

Before WB Rx Express can prescribe specialty medications, we need a bit of information about the benefits offered by your insurance provider. We’ll reach out to your provider to ask about your:

Deductible— The amount you must pay for healthcare each year before you can get certain benefits. This does not include the premiums you pay to have your insurance plan.
Coinsurance — A fixed percentage you pay toward the cost of a prescription. In some cases, your plan might call for a copayment instead of coinsurance.
Copayment — A flat fee you pay for a prescription. In some cases, your plan might call for coinsurance instead of a copayment.
Out-of-pocket maximum — The most you’ll pay for covered medical expenses each year. This includes your deductibles, coinsurance, and copayments. Most health insurance plans pay 100% for covered services after this limit is reached.
In-network pharmacy — We find out if your insurer will let WB Rx Express fill your prescription.
Annual and lifetime maximums — We note whether your plan has limits on what it will pay.
Drug-specific information — Insurance plans need more information to cover some drugs. We find out what they need and if they have more requirements.

–+What is a prior authorization?

Insurance companies often require patients to prove their need for a specialty medication before they’ll approve the prescription. Your doctor must prove that the specialty medication you’re requesting is necessary for your health. That process is called giving prior authorization.

–+What happens if my insurance has a preferred or mandated pharmacy?

Preferred and mandated pharmacies aren’t the same thing. Here’s the difference:

Preferred pharmacy — Your insurer prefers that you use this pharmacy, but you’re not required to do so. You can choose any pharmacy to fill your prescription.
Mandated pharmacy — Your insurance plan requires you to fill prescriptions at this specific pharmacy.

If You’re Mandated to WB Rx Express

If you’ve been mandated to fill with WB Rx Express, contact us as soon as possible. We’ll set up your profile and request a prescription from your doctor, so you don’t have to worry about missing a dose.

Or, you can ask your doctor to send us the prescription. If your doctor has questions, they can call 833-391-0126.

If You’re Mandated to a Different Pharmacy

We will immediately notify your doctor’s office and the mandated pharmacy. The pharmacy will receive all the relevant information we have on file. Your provider and the pharmacy are informed that a new prescription might be needed.

WB Rx Express recommends contacting your new pharmacy for updates on your prescription.

–+What happens if my insurance changes?

If you lose or change your insurance plan, staying on therapy can be hard. If you know that your insurance is going to change, inform WB Rx Express as soon as possible at 833-391-0126.

Please have the following five numbers for your new insurance plan on hand. You can typically find these numbers on your member ID card from the insurance company.

BIN
PCN
Group number
Member ID number
Phone number

Once we have those numbers, we’ll check the coverage for your prescriptions under the new plan.

Sometimes a new prior authorization is required. We work with your doctor’s office and insurance company to help you stay on therapy.

If you need your medication urgently, we can seek financial assistance on your behalf.

MAIL ORDER

–+What if I have multiple prescription refills?

You can submit multiple prescriptions within the refill process. Select the checkbox next to the prescriptions that apply and select refill selected medications. Prescriptions that are out of refills or are too soon to fill will be designated clearly.

–+How do I order new prescriptions?

You can have your provider send a new prescription to WB Rx Express by electronic prescribing, fax, or phone for the quickest service.
Or, if your doctor has given you a paper prescription, you should mail it to WB Rx Express at:

WB Rx Express
1998 State Street
Washington, IN 47501

–+How long does it take for new or transferred prescriptions to appear in my active medications?

Generally, it takes about 3-5 business days for us to contact your prescriber or pharmacy to obtain your prescription(s). If you requested a fill of these prescriptions, they will be sent as soon as the prescriptions are received and filled.

–+What pharmacies can I transfer from?

WB Rx Express is able to transfer prescriptions from most pharmacies, as long as you’re able to provide the pharmacy name, phone number, and medication information.

–+How do I get prescriptions mailed to me?

You can have your prescriptions shipped directly to your home, work, or other designated address. WB Rx Express will bill your insurance company can charge your credit card as directed at the time you place your order. Please be sure that we have a phone number on file and your current email address, in the event we need to contact you about your order.

–+Can I pick up my prescriptions at WB Rx Express?

WB Rx Express is a closed door pharmacy. All orders are mailed to our patients. By using WB Rx Express, you may be able to save yourself money in copays. Please check your prescription plan for your specific copay information.

Services

–+Does WB Rx Express offer medication Synchronization?

WB Rx Express is excited to offer a medication synchronization program. Our Mail Order patients with two or more eligible maintenance medications can take advantage of this program to ensure they receive timely deliveries consisting of all their eligible medications refilled at the same time in the same shipment.

–+Can WB Rx Express fill controlled substances?

We can fill most schedule III-V controlled substances depending on which state you are located in. We are not currently dispensing schedule II controlled substances, Tramadol, or Suboxone. We follow all FDA dispensing regulations as well as state specific regulations. If you have any questions about WB Rx Express filling your controlled substances, please call our team at 833-391-0126.

–+Can WB Rx Express dispense my medications in compliance packaging?

WB Rx Express can fill your maintenance medications in compliance packaging using daily dose bags. It may take extra time to enroll in this process because we will want to synchronize your medication refills prior to placing them in compliance packaging. We do offer 28 day supplies at a $20 service fee and 84 day supplies at a $30 service fee. We follow all FDA dispensing regulations as well as state specific regulations. If you have any questions or are interested in compliance packaging, please call our team at 833-391-0126.

Still have questions?

Reach out to the WB Rx Express team for answers.

Toll Free: 833-391-0126

Ready to make the switch?

Check to see if your medications are available from WB Rx Express and start the eligibility process today.

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