Frequently Asked Questions 

How is a Specialty Pharmacy Different Than a Retail Pharmacy?

Specialty pharmacies are dedicated to ensuring the best possible outcome from your therapy.

A few services include:

  • Enrollment in a patient management program
  • Ensuring you have access to your medication without any gaps in therapy. This includes:
    • Delivery of the medication
    • Assisting with prior authorizations
    • Assisting with financial assistance
    • Partnering with you and your provider to achieve therapy treatment goals through our patient management program
  • Provide you with a thorough review of your medication. This includes:
    • Getting an accurate listing of your current prescriptions
    • Screening for drug interactions and your condition

How Does My New Prescription Get to the Pharmacy? How Do I Know When to Pick it Up?

There are a few ways your prescription will arrive to Holzer Specialty Pharmacy:

  • Your provider will send the prescription electronically when treatment is prescribed. This is
    most common.
  • Your provider will write a paper prescription.
  • Your provider will call in the prescription.

We can also contact your provider at your request, or when you are out of refills. We will fill your prescription once we receive and review your prescription, and reimbursement is arranged. Once it is ready, we will contact you to schedule the delivery.

When Will the Specialty Pharmacy Call Me?

The specialty pharmacy will call you to:

  • Discuss your prescription and copay amount
  • Schedule the delivery, and let you know of a delay in your delivery for any reason
  • Review how to store your medication
  • Verify prescription insurance information
  • Get documentation of your income to enroll you in a program for financial help
  • Provide counseling on your medicine
  • Tell you that your prescription must be transferred to another specialty pharmacy
  • Notify you of any Food and Drug Administration (FDA) recalls of your medicine
  • Notify you of any delays in your order

How Do I Pay for My Medication?

Holzer Specialty Pharmacy can accept and bill most insurance companies. Our team will work with your insurance company and provider to get the prescription covered. We will assist you with getting financial help if needed. You will be responsible for paying your copayment or coinsurance when you order your medication or refills. We will let you know of the exact amount you need to pay. We will provide you with the out-of-network or cash price if:

  • You are out-of-network with our pharmacy
  • Would prefer to pay cash
  • Do not have insurance.

For payment, we accept:

  • Credit cards
  • Cash
  • Personal checks
  • Flexible spending or health savings accounts.

If for any reason you still owe a balance, the balance will need to be paid before your next refill.

How Do I Get a Refill?

A specialty pharmacy technician will contact you before your medication is scheduled to run out. At this time, our technician will check on your progress, ask about any side effects, verify dosage, and determine the shipment of your next refill. 

Payment is required before your medication can be shipped. You can also pickup your prescription at the pharmacy at your convenience. Please call (740) 446-5729 during our normal business hours if you have questions or need help.

What if I Have Questions About the Status of My Order?

If you have questions about the status of your order, please contact the pharmacy during normal business hours. If we are unavailable, you are welcome to leave a message on our voicemail, and we will return your call as soon as possible.

Will Holzer Specialty Pharmacy be Able to Fill All My Medications?

We have access to and stock a wide range of specialty medications. If we are not able to obtain your medications due to manufacturer restrictions, back order, or other limitations, we will work with you and another pharmacy to make sure you receive your prescription medication. If we cannot fill your prescription for any reason, we will transfer it to a pharmacy of your choice.

Will You Ever Substitute My Medication?

If applicable, we will give you information about any less expensive generic substitutions for the medications we provide. You can either accept the generic substitution or request the brand name product. Note that if you select the brand name product and your prescriber has said a generic substitution is acceptable, you may have a much higher copay.

What Should I Do if a Medication is Recalled?

If there is a recall on any of your medications, we will call you with important information and provide a replacement dose(s) if necessary.

What should I do if I feel I may be having an adverse (bad) reaction to my medication?

If you feel you are having a bad drug reaction and are having symptoms that require urgent attention such as the ones below, you should be seen in a local emergency room or call 911.

  • Shortness of breath
  • Skin rash
  • Hives
  • Fever
  • Swelling
  • Wheezing

What Should I Do if I Suspect a Medication Error?

Medication errors are serious matters that need to be addressed as soon as they are discovered. If you suspect there is an error with your medication, please contact us immediately. Ask to speak with the pharmacist or the specialty pharmacy supervisor.

What if I am Not Happy With the Services I Receive?

We will attempt to resolve any concerns or issues you experience as quickly as possible. If you would like to file a complaint, call (740) 446-5729. If you still have concerns, you may contact the System Ambulatory Pharmacy Manager at (740) 395-8811.

If we are unable to resolve your issue, alternative contacts include:

  • Holzer Specialty Pharmacy Patient Experience Department at (740) 446-5457
  • Your insurance company
  • Ohio Board of Pharmacy at (614) 466-4143
  • Accreditation Commission for Health Care at (855) 937-2242
  • URAC at 202-216-9010 Or www.urac.org/contact
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