FAQ | Kroger Specialty Pharmacy (2024)

WHAT DO I PAY FOR THESE MEDICINES?

Your benefits plan may require certain out-of-pocket costs for each supply of medicine you receive. Kroger Specialty Pharmacy thoroughly investigates your insurance benefits to ensure your claims are properly submitted.

ARE THERE ANY FINANCIAL PAYMENT PLANS?

You may qualify for financial help. A qualified specialist can help you understand if resources are available from a manufacturer program or through foundations related to your condition. We will assist you in contacting the appropriate manufacturer or foundation to apply for assistance. Based on your financial needs, the pharmacy may be able to set up a payment plan agreement for you.

DOES MEDICARE COVER MY SCRIPT?

Kroger Specialty Pharmacy does accept Medicare. In most instances Medicare does cover immunosuppressive drugs. Our dedicated teams are trained to assess each individual situation based on drug and benefit plan.

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

We accept payments made by credit card, debit card, prepaid credit and debit cards and checks.

WHY SHOULD I USE KROGER SPECIALTY PHARMACY OVER MY CURRENT OR PREVIOUS PROVIDER?

Kroger Specialty Pharmacy ensures that you understand how to use your medicine and that you always have the right dose. We work closely with your doctor(s) and other caregivers to ensure that you receive the best possible care and treatments. The pharmacy can send your medicine anywhere you wish. We have a clinical team available to answer your questions 24 hours a day, 7 days a week.

HOW DO I ORDER A REFILL?

HOW LONG DOES IT TAKE TO GET MY ORDER?

Kroger Specialty Pharmacy provides free, secure delivery within 48 hours after we confirm your order, or later if you request. Your medication may require a prior authorization from your insurance company which requires additional information prior to covering your medication; this may delay the initial processing of your order but you will be informed throughout the process. Your order will be validated to ensure it meets all pharmacy and insurance criteria to be covered prior to shipping. If your order is missing any information, Kroger Specialty Pharmacy may need to contact your doctor or insurance company to obtain additional information.

WHERE WILL YOU SEND MY MEDICINE AND SUPPLIES?

We deliver your order, free of charge, to your home, doctor’s office or to any other location you choose with the exception of a P.O. Box. We include all of the necessary supplies for your treatment.

HOW WILL MY MEDICINE STAY SAFE DURING DELIVERY?

Refrigerated items are packed in a plastic bag to avoid condensation. The bag is packed inside either a Styrofoam cooler or an insulated pouch. Special ice packs are included to help ensure your medicine stays cool throughout delivery. Each box is secured shut with tape.

HOW DO I TRANSFER A PRESCRIPTION TO ANOTHER PHARMACY?

Call the pharmacy and a representative will instruct you on the prescription transfer protocol. If a medication is unavailable, you will be instructed on the steps that are taken to facilitate your continuum of care.

WHAT SHOULD I DO IF I EXPERIENCE AN ADVERSE REACTION?

If you feel as though you are experiencing a life-threatening adverse reaction, call 911 immediately. If the adverse reaction is non-life-threatening you should alert both your health care professional and the pharmacy by calling and speaking with a Kroger Specialty Pharmacy clinician.

HOW DO I REPORT MEDICATION ERRORS AND PRODUCT DEFECTS?

Call the pharmacy to report any medication errors and/or product defects immediately.

WHAT SHOULD I DO IF THERE IS A DRUG RECALL?

If you have been affected by a recent drug recall, you must follow all instructions that have been provided. If you are unsure of what actions to take, contact a Kroger Specialty Pharmacy clinician to discuss.

The Kroger Specialty Pharmacy Patient’s Rights & Responsibilities document can be accessed via the link at the bottom of this page (also here). A copy was provided within the Welcome Book you received upon initiation of service with Kroger Specialty Pharmacy. You may also call the pharmacy to request another copy, if needed.

HOW CAN A PATIENT CONTACT THE PHARMACY?

We have multiple pharmacies. Please visit our Contact Us page to see full location details including phone, fax, and address.

WHAT ARE YOUR HOURS OF OPERATION?

Our hours of operation vary by location. For a complete list, please visit our Contact Us page.

HOW CAN I TRACK MY PACKAGE AND GET A DELIVERY STATUS UPDATE?

Patients have the choice to opt-in to receive email or text notifications regarding their shipping status. Patients can also call our toll-free line and speak to a representative who can provide the tracking number once the order is processed through the FedEx station in Shipping. Note to Patients: The Tracking Number will not show any information on the FedEx website until FedEx physically picks up the order and processes it into their database.

HOW CAN I OBTAIN AN ITEMIZED RECEIPT OR BREAKDOWN OF MY PRESCRIPTION?

Once a prescription is sent, a statement is created and sent to the patient. If a patient requires to have a statement out of cycle, they can call the billing/collections department at 855.733.3129 and request an updated statement.

HOW CAN I MAKE A PAYMENT?

Payments can be made by phone or mail. To make a payment by phone call 855.733.3129 and follow the prompts to select the payment by phone option. To make a payment by mail, please refer to the address provided on your statement to ensure your payment is sent to the correct pharmacy location.

RESOURCES

WHAT IF I STILL HAVE QUESTIONS?

For general inquiries, please submit your questions via our general contact form. If you have a patient-related inquiry, please submit your questions via our patient contact form. Form inquiries are answered within 48 hours of receipt. If you require immediate attention or are experiencing a medical emergency, please call 911.