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Frequently
Asked Questions
Miscellaneous
- Is there any way to change my mailing address online?
- For your security, we currently do not permit address changes
online. This precaution helps to ensure that your medication and/or
supplies are received at the original address requested. If you
would like to change the address to which your medications and/or
supplies are sent, please contact a Member Services representative
at 1-800-262-7890.
- Can I specify a temporary address?
- For your security, we currently do not permit temporary address
changes online. If you need to change your address, please contact
Member Services at 1-800-262-7890 prior to placing your prescription
order. The address on file will be changed per your request at
that time. Please note that you will need to contact Member Services
again if you want to change the temporary address on file back
to a previous address or to another new address.
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- I am getting a message that says you do not have an address
on file for me. Why might this be? Is there a way I can change
this?
- Mailing addresses initially received by Merck-Medco are validated
with a member's initial order. In some cases, the reason we
may not have a mailing address on file is because we may not have
received complete mailing information when your benefit coverage
began. Other times, the member may not have placed an initial
order with Merck-Medco, which allows us to validate that address.
Once an initial mail service prescription order is placed, the
address should remain on file until changed by the member. If
we do not have a record of an address on file, please contact
Member Services at your toll-free number to rectify this situation.
- Sometimes when I place a mail service prescription order,
my entire order does not arrive at once or from the same pharmacy
address. Why might that happen?
- There are a few reasons why your entire order may not be included
in one package. In some cases, if a prescription is ordered before
it is eligible to be refilled, Merck-Medco will hold that prescription
at its pharmacy until it can be released to you. In other cases,
your prescriptions may be coming from one or more Merck-Medco
Rx Services' 13 mail service pharmacies. Often, Merck-Medco
dispenses refill prescriptions from a separate location than your
new prescriptions which may be a reason for receiving separate
packages.
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- Where can I find the information I need to complete transactions
in the Member Services area of this site?
- All of the information needed to order refills, check on order
status, or take advantage of the other Member Services area features
can be found using the bottle or refill slip from your last order.
Your bottle label may resemble one of the two labels shown
below. To assist you in understanding each of the label items,
click on the words and you will link to the definition.
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- Definitions:
- Prescription # - This number is used to track your prescription
in our system and it is always a 12 digit number. IMPORTANT! -
When you enter your prescription number into our online applications
you should not leave any spaces or put in any dashes between
the first ten digits and the last two.
Customer Service # (1-800-262-7890) -
This is the telephone number you would call if you have questions
regarding your medication or your Merck-Medco account. Representatives
at this number can help complete any requests that you have trouble
with while visiting this web site.
Refills Remaining - Tells you the number
of times you can refill this Rx before the prescription expires
and a new prescription is required from your physician. We will
let you know when there are no refills remaining, or the next
refill would occur after the prescription has expired, as we show
on one of the examples above.
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Discard After Date - This date indicates
the date after which you must discard the medication within your
bottle. This date is determined by the original manufacturer and
is also often referred to as the Expiration Date of the
medication.
Next Refill Date - This date tells you
when this prescription is eligible to be refilled. It is calculated
based on your physician's instructions on how you should take
this medication. Please do not request your refill before this
date. If this date does not seem correct, please call your toll-free
Member Services phone number at 1-800-262-7890 for assistance.
Group # - Your group number identifies
for us who your plan sponsor is.
Member # - This is the number which identifies
you as a Merck-Medco plan member. This number is normally provided
by your plan sponsor.
Remember, if you ever have any questions regarding your prescription,
a Merck-Medco pharmacist is available to speak with you.
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Place
your own Miscellaneous inquiry
© Copyright 1999 Merck-Medco Managed
Care, L.L.C. All Rights Reserved |
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