Specialty Pharmacy - Frequently Asked Questions

Contacting the Specialty pharmacy program

Q: How do I contact the Specialty Pharmacy Program?
A: You can reach the Specialty Pharmacy Program call center toll-free at 866 263-5580.

Q: What are the OHSU Specialty Pharmacy Program Call Center hours?
A: Monday through Friday 8:00 a.m. to 4:30 p.m.

Q: How do I speak with a pharmacist?
A: We have pharmacists available 24 hours a day for questions. Call 866 263-5580.

Q: How do I speak with my provider?
A: If you need to speak with your provider, please call their office directly. Clinic phone numbers are available on the OHSU website.

Q: How do I contact an OHSU Retail Pharmacy Location?
A: Call your pharmacy. Toll-free numbers for retails pharmacy locations are listed in the column to the right.

Q: What should I do if I am having a side effect from my medication?
A:  If you think you are having a serious reaction to your medication, call 911 immediately. 

For other questions about side effects, call us toll-free at 866 263-5580.

Q: What is your website?
A: View our website to learn more. 

Q: How do I access MyChart @ OHSU?
A: View MyChart to learn more 

Refills and new orders

Q: How do I order a new prescription?
A: Contact your physician to send us your order electronically or by fax.

Q: How do I refill my order?
A: An OHSU Specialty Pharmacy Program team member will contact you a week before your medication runs out.

If you run out of medication before we call, or if you want to order your refill ahead of time, please call your pharmacy. Please allow 7 days for processing and shipping your medications.

Q: What if I run out of refills or my prescription expires?
A: We will contact your doctor to request a new prescription before your refills run out or before the expiration date.

Q: How do I obtain a refill when there are issues with insurance?
A: We will work with your insurance company to evaluate coverage for any benefit limitations. (e.g. early refill due to lost medication, vacation override, quantity limits)

Q: How do I change my billing and credit card information?
A: Call 888 279-9330 and provide the new information to the pharmacy.

Q: How do I find out the status of my prescription order?
A: Please call your pharmacy. (Phone numbers for retail locations are listed on the front of this document.)

Q: What should I do if I have questions once I've received my medication?
A: Please call your pharmacy. (Phone numbers for retail locations are listed on the front of this document.)

Q: How can I transfer my medication to a different pharmacy?
A: If you would like your medication filled at a different OHSU retail pharmacy location, call the pharmacy at which you would like to fill your medication. 

If you would like your medication filled at an outside pharmacy, call the pharmacy where you would like your medication filled. The outside pharmacy will contact OHSU to transfer your medication.

Q: Do OHSU retail pharmacy locations substitute generic medications for brand name medications?
A: The pharmacy may be able to substitute a less expensive generic medication unless you do not approve. If you would like to request brand name medication call your pharmacy.

Q: What should I do if there is an emergency, disaster, or event that causes a delay receiving my medication?
A: Please call us at 866 263-5580. We will work with you to make sure you are able to get your medication in a timely manner.

Q: What do I do if my medication has been recalled?
A: If your medication is subject to a recall, the pharmacy will notify you and provide instructions.

Patient resources, offerings and services

Q: What if I cannot afford my medication?
A: We can help you connect with support programs that may offer help with your medication cost. Contact us at 866 263-5580.

Q: What is a prior authorization (PA)?
A: Most health insurance plans require a PA on specialty medications. A PA is required when:

  • Your medication is not covered
  • Other medications in the same class may be covered

Q: How does the PA process work?
A: We will work with your doctor to explain to your insurance why you need the medication.

Q: What days of the week do you ship orders and which states do you ship to?      
A: We ship medications Monday through Friday. We ship to the following states: Oregon, Washington, Idaho, Alaska and Colorado.

Q: How can I track my shipped medication?
A: FedEx can be used to track shipments. We can help you sign up for this service at your request.

Q: What are the limitations of the Specialty Pharmacy Program?
A: Some limitations of the Specialty Pharmacy Program include:

  • There may be some medications that our program is not able to supply to you.
  • Active participation in the program is required to optimize benefits.
  • Participation in the program does not replace interaction with your prescriber.

Q: What do I do if OHSU is not able to supply my medication?
A: If we are unable to supply a medication to you, we will work with you to find another pharmacy.

Q: What if I don't want to be in the program anymore?
A: If you no longer want to be in the program, please call us toll-free at 866 263-5580. You can choose to end enrollment at any time or re-enroll at a future date.

Q: How can I learn more about my medication or condition?
A: Please call us toll-free at 866 263-5580. We can give you resources to help you better understand your medication and condition.

Q: What are some possible health benefits of the Specialty Pharmacy Program?
A: Our goal is to improve your health and the success of your treatment. We will work with you to:

  • Help you take your medications as the doctor ordered
  • Deal with side effects caused by your medication
  • Help you remember to fill your medication on time
  • Find help paying for your medication
  • Help you with insurance billing
  • Mail your medications to your house for free each month

Q: Where can I get information regarding parking and transportation at OHSU?
A: Please see the retail pharmacy location and parking information : www.ohsu.edu/pharmacy/retail-locations
 or call the Transportation and Parking customer service center at (503) 494-8283

Q: How can I report complaints, concerns and suspected errors?
A: To report complaints and concerns regarding refill reminders, medication assistance, and prior authorizations please call the Specialty Pharmacy Program call center staff at 866 263-5580.

To report complaints and concerns regarding your medications, or to report suspected errors please contact the pharmacy at which your order was filled. 

If you do not feel that your complaint or concern was adequately addressed, contact OHSU Patient Relations at (503) 494-7959.

Q: How can I access patient advocacy support?
A: Contact OHSU Patient Relations at (503) 494-7959.

Q: How can I safely dispose of my syringes, unused or expired medications?
A: Contact us at 866 263-5580 for information on safe disposal.