Specialty drug pills spill out of bottle in the form of a question mark

Specialty Drug FAQs

Review the answers to frequently asked questions about RightSource Specialty.

Orders and Delivery

Medications and Doctors

Cost and Payment Options

Using RightSource and RightSource Specialty

Q: What is a specialty pharmacy?

A: A specialty pharmacy provides drugs to treat chronic, complex illnesses. Many specialty drugs need to be refrigerated. They may be injected, taken orally, or inhaled. They're often expensive and may not be available at retail pharmacies. Some of these drugs may have side effects, so a pharmacist or nurse should monitor their use.

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Q: What are the benefits of using RightSource Specialty pharmacy?

A: Using RightSource Specialty allows RightSource to enhance our service to you by coordinating your specialty pharmacy service along with other health services. You can count on RightSource Specialty to deliver your medication with the care and guidance needed to manage your therapy. Here's how:

  • A team of pharmacists and nurses provide you support and help you understand how to take your medicine. They also work with your doctor and other caregivers.
  • Because RightSource Specialty can access your pharmacy claims data and medical history, as needed. This helps the team monitor your specialty drug needs.
  • RightSource Specialty can deliver your drugs to any location you choose - such as your home or doctor's office. Your Specialty Care Coordinator will work with you each month to set up your delivery.

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Q: How easy is it to order a refill?

A: Your Specialty Care Coordinator will remind you each month so you can pick a good time for delivery. Your reminder will come about a week before it's time to fill your specialty drug. These monthly calls give you a chance to ask questions. Reminders also give you a change to review guidelines for care and make sure you have the medicine you need. Also, your doctor can submit prescription orders by phone, fax, or electronically.

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Q: How will my medicine and supplies be delivered?

A: RightSource Specialty will package your order and urgently deliver it to the location you choose.

  • Your specialty care coordinator will work with you to set up the correct time each month.
  • The supplies you may need are also included - such as syringes, needles and alcohol pads.
  • When needed, your medicine will be delivered in temperature-controlled packaging.
  • You may have to sign a package receipt to accept your delivery. If you have concerns about this, please discuss the policy with your Specialty Care Coordinator.

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Q: Do I have to stay home to wait for my order to be delivered?

A: No. There are other ways to get your medicine. You can receive your order at home but you can also choose to have your order shipped to the most convenient location for you. This may be a neighbor's home. It could be a family member's home. It may be your doctor's office, your place of business or any other location that works for you.

During the refill process, your Specialty Care Coordinator will confirm if you want to require a signature upon delivery of your package. With a release, you can request that the package be dropped off without a required signature. If you choose to not sign, you'll be responsible for the contents of the delivered package in the event that anything happens to the medication.

It's important to know that packages are never labeled with their contents. Your patient confidentiality is always protected.

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Q: When can I expect to get my medicine?

A: Your order can be shipped within 24 to 48 hours after your prescription has been received. RightSource Specialty will always contact you to arrange for delivery. There are reasons why the shipping date may change. If your medicine requires precertification, the pharmacy is required to request and confirm approval. A pharmacist may also need to talk to your doctor to confirm information about your prescription.

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Q: How much medicine will I receive and why?

A: Care management is important with specialty medications. It's common for doctors to adjust dosage of specialty drugs based on your condition, lab work, or weight. Keeping these medications in 30-day supply allows monthly care management, so you get the right drug at the right dose.

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Q: What if my delivery is late or missing?

A: If you don't receive your order on schedule, please contact RightSource Specialty immediately so they can respond right away. Your Specialty Care Coordinator can assist you during regular business hours, Monday to Friday, 8 a.m. to 8 p.m., Saturday 8 a.m. to 6 p.m., Eastern time. After business hours, follow the directions on our toll-free automated line and a pharmacist or nurse will return your call.

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Q: What if I need an emergency delivery for my medicine?

A: During regular business hours, Monday to Friday, 8 a.m. to 8 p.m., Saturday 8 a.m. to 6 p.m., Eastern time, your Specialty Care Coordinator can make urgent shipping arrangements. After business hours, follow the directions on our toll-free automated line and a pharmacist or nurse will return your call.

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Q: How do I check the status of my order?

A: Your Specialty Care Coordinator can give you order status updates.

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Q: Does RightSource Specialty accept returns?

A: To comply with federal and state law, and to ensure the integrity of medications dispensed, all RightSource Specialty sales are final. RightSource Specialty can't give credit or refunds for returned medications or supplies that were properly dispensed.

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Q: What if I have questions about my prescription or if I experience side effects?

A: The nurses and pharmacists at RightSource Specialty are familiar with your treatment and know how to work with doctors. They're here to answer your questions and listen to your concerns.

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Q: Will RightSource Specialty ever contact my doctor?

A: Yes, RightSource Specialty may need to contact your doctor to:

  • Respond to concerns or questions about your prescriptions
  • Gather documentation for prior authorizations
  • Discuss possible drug allergies or interactions with other medications you take
  • Consult with your doctor to identify whether an alternative medication might be appropriate for you

 

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Q: What if my medicine requires prior authorization?

A: If you are a Humana member, Humana Clinical Pharmacy Review (HCPR) must approve drugs requiring prior authorization or quantity limits before any pharmacy, including RightSource Specialty can fill the prescription. RightSource Specialty helps take care of your Humana prior authorization paperwork. Specialty Care Coordinators have access to important Humana member information, and can make sure your doctor has everything needed so the authorization request can be processed quickly. If your insurance provider is a RightSource affiliate, you must contact them for any prior approvals for medications.

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Q: What guidance can I expect from the Specialty Nurses at RightSource Specialty Pharmacy?

A: Depending on your medication therapy, you may have a one-on-one relationship with a Specialty Nurse who can help you:

  • Manage your health condition
  • Encourage you to take or administer your medication the right way
  • Provide education, tips for coping with side effects, and a plan of care

Your specialty nurse isn't meant to replace or interfere with the care you receive from your doctor. RightSource Specialty nurses are an added resource. They can help you manage your treatment effectively. They may also refer you to other Humana programs and services, as appropriate.

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Q: How can I make sure I take my medicine safely and correctly?

A: Depending on your medication needs, RightSource Specialty may schedule a home health care nurse to give you your medicine at home. If you take any self-injected drugs, your Specialty Nurse can make sure you understand your doctor's directions. Your Specialty Nurse can talk you through the self-injection process over the phone and also provide education or training for any extra help you may need.

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Q: How do you verify that my home health care nurses are able to give me my medicine?

A: RightSource Specialty will work with in-network home health care agencies to help with the administration of your medicine, when necessary.

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Q: How important is it to stay on my medicine?

A: Always follow your doctor's directions. You must receive your drugs consistently and in the proper dose. You may sometimes experience side effects from your medicine. The RightSource Specialty team can help you cope with these side effects. It's also helpful to talk to your doctor about how to manage your side effects.

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Q: How much will my medicine cost at RightSource Specialty?

A: Your drug will be priced as part of your insurance providers plan benefits. The actual cost of your drug is determined when it's processed at RightSource Specialty. The cost is based on your provider's plan benefits, the specific quantity, strength, and dosage of the drug, and the order in which your prescriptions are processed. You can contact RightSource Specialty directly if you have any questions. Your Specialty Care Coordinator can give you a cost estimate.

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Q: How do I pay for my order?

A: Your payment options include your HumanaAccess® Visa® Debit Card, or any other Visa, MasterCard, Discover, American Express, personal check, check by phone, or money order. Please don't send cash. To help avoid processing errors, please write your Humana ID number on all checks and money orders.

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Q: If I have trouble paying for my medicine, can RightSource Specialty help me?

A: You may be eligible for assistance programs. Please ask to talk with an [ Advisor] to see about extra help.

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Q: What are my payment options if I have a secondary payor, such as State Pharmaceutical Assistance Plan (SPAP)?

A: Please let us know if you have another payor for any of your specialty medications, such as an SPAP. Please verify that RightSource Specialty will coordinate with that program.

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Q: Do I have to use RightSource Specialty pharmacy?

A: No, you are not required to use RightSource Specialty pharmacy. Humana has other network pharmacies available that can service specialty products. Your cost share may be less at another pharmacy because of the pharmacy's contracted rate with Humana. If your prescription benefits are through a third party insurance provider affiliated with RightSource, please contact them for other options they may provide.

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Q: I'm also taking a maintenance drug; can I order other drugs by mail, too?

A: Yes, you can order up to a three-month supply of maintenance medications with RightSource, Humana's preferred prescription home-delivery service. Read more about the convenience and savings online at About RightSource.

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Q: What is the difference between RightSource and RightSource Specialty?

A: RightSource Specialty and RightSource store different inventory, use their own ordering systems, and are in separate locations. If you use both pharmacies, your orders will be shipped individually and you will receive separate invoices.

RightSource works best for maintenance medications - a medicine you plan to take for a long time - because you get up to a three-month supply in every order. It is convenient to order refills just four times a year by using the available self-service options: refill online or use the automated phone line 1-800-379-0092 , available 24 hours a day, seven days a week. You'll receive notifications to order your refill from RightSource by email or phone.

RightSource Specialty will typically send your order every month. They'll work closely with your doctor, help you stay on track with your treatment and offer suggestions to help manage medication side effects. You'll be contacted by a RightSource Specialty Care Coordinator about a week before its time to refill your specialty medicine.

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Q: What can I do online at RightSource.com?

A: RightSource.com keeps you informed with helpful tools, resources, news, and highlights.

Your online account will be supported by Humana's mail-order pharmacies RightSource and RightSource Specialty. We are currently working to add your RightSource Specialty account information so that you can view all of your orders on one account online.

On RightSource.com, subscribers can view medications for themselves and for covered dependents younger than 18. Covered dependents older than 18 must use their own personal login.

Logging In: Use your user ID and password to log in to your account on RightSource.com. If you haven't registered, just select the "Register Today" button on the RightSource.com home page and follow the instructions.

Please note: If this is your first visit to RightSource.com, you'll be asked to "Create an Account" for RightSource. Currently, you'll only see your account profile information for RightSource as we work to integrate your RightSource Specialty account information online.

Your online account profile will contain information such as your preferred shipping address, account number, allergies and health conditions, and payment preferences.

Note: All RightSource Specialty policies described in this section are subject to change.

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Q: Where can I learn more about what services are available to me at RightSource Specialty pharmacy?

A: RightSource Specialty Care Coordinators are available Monday through Friday, 8 a.m. to 8 p.m., Saturday 8 a.m. to 6 p.m., Eastern time. Pharmacists are available 24 hours a day, 7 days a week. Please call 1-800-486-2668 or TTY: 711.

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