Frequently Asked Questions (FAQs)
How do I submit a new prescription to RightSource?
For your safety and security, we’ll need several pieces of information to process your new prescription order. We’ll contact you or your doctor if we have questions about the order. For fastest service, your doctor can submit new prescriptions for you by fax, phone, or electronically.
Or submit electronically When faxing prescriptions to RightSource, doctors need to fill out the Physician Fax Form. RightSource can only accept fax orders from a doctor.
Physician Fax Form
(80 KB) Download PDF
English | Spanish
Customers Please Mail to the Following Address:
P.O. Box 745099 Cincinnati, OH
Please mail the following items:
Please include the following items:
Don’t forget to include your payment. Check MyHumana or your benefit materials for mail-order copayment amounts.
Registration & Prescription Order Form
(80 KB) Download PDF
English | Spanish
Can I fax my prescription to RightSource?
No, RightSource can only accept prescriptions by fax from prescribing doctors. Pharmacies aren’t allowed to fill prescriptions faxed by patients. You can send original prescriptions to us by mail.
How should I submit a prescription from a controlled medication?
Prescriptions for Schedule II controlled substances must be submitted to RightSource by mail only. In addition, some states require prescriptions for Schedule III through IV controlled substances to be submitted by mail only. We cannot accept these prescriptions by fax, even from a doctor. RightSource also may require additional verification, such as your driver’s license number, before filling prescriptions for controlled substances. Ask your doctor to identify these medications for you at the time the prescription is written.
Can I request a specific fill date from my new prescription?
Yes, just let RightSource know. The policy at RightSource is to fill a prescription order as soon as we receive it, unless noted otherwise. Tell us the specific date you would like us to fill your new prescription in one of the following ways:
How long does it take to receive a prescription through the mail?
For new prescriptions, please allow up to two weeks to receive your order. When ordering a refill, please allow 5-10 days to receive your medication, depending on the shipment method chosen. If we have to contact you or your prescribing doctor about your order, delivery may take longer.
What should I do if my shipping address changes?
Please tell us if your new address is permanent or temporary. We can inactivate your old address to avoid incorrectly routing your future orders. We can also store multiple addresses on your account for reasons like: winter homes, children away at school, and extended stays with family. Simply let us know the address and dates by phone so we can make sure your medication arrives to your location.
What if I need my medication right away?
Ask your doctor for two prescriptions: one written for a one-month supply that you can fill at a local retail pharmacy in Humana’s network; the second written for up to a three-month supply that you can send to RightSource.
Does RightSource need my permission to ship certain medications?
Yes. We ask your permission to ship high-cost medications. Your order will remain on hold until we receive your permission. We’ll notify you if your order has been delayed and we’ll ask for your permission to ship the order. To avoid order delays for high-cost medications, tell the Customer Care representative that you authorize shipments for a particular medication, or for all medications. Please contact Customer Care if you would like to change any of your preferences.
If my medication needs to be refrigerated, how will RightSource ship it?
RightSource will send medications that require refrigerated packaging with a cold pack at no additional cost.
Can I have my order shipped overseas?
RightSource doesn’t deliver internationally. We only deliver to American military bases overseas, the U.S. Virgin Islands, and Puerto Rico.
How do I check my order status?
There are two ways to find out the status of your order:
Within three business days, members with a valid e-mail address on file with RightSource should receive notification to confirm that your order has been received, and again when your order has shipped.
How do I order prescription drug refills?
Choose one of the following ways to order your RightSource refills. For fastest service, order your refills online or by phone.
-Say "yes" or "no" to each medication name available for refill
-Verify or enter your credit or debit card
-Confirm your shipping address
P.O. Box 745099
Cincinnati, OH 45274-5099
When can I order my refill?
In general, most prescriptions filled by mail order are available for refill after you use two-thirds, or 67 percent, of your medication. For example: with a three-month supply of medication, you should be able to order a refill after 60 days. Note: Some medications have quantity or dispensing limits that may not allow a refill until after you use three-fourths, or 75 percent, of your medication.
Will RightSource ever contact my doctor?
Yes, RightSource may need to contact your doctor to:
What if my drug requires Prior Authorization (PA)?
Humana Clinical Pharmacy Review (HCPR) must approve drugs requiring prior authorization or quantity limits before RightSource can fill the prescription order. Your doctor can call 1-800-555-2546 or fax prior authorization requests to 1-877-486-2621.
What’s the difference between a brand-name drug and the generic equivalent drug?
Only the inactive ingredients such as filler, colors, and flavorings may differ in a generic drug when compared to its brand-name equivalent. These inactive ingredients don’t affect the performance or safety of the medication - just its appearance. One reason for the different look is U.S. trademark laws don’t allow generic drugs to look exactly the same as a drug already on the market.
How do I find out if my drug is covered by my plan?
You can find specific drug coverage information several ways:
What happens to my order if my account has a credit limit?
We’ll place on hold any order that exceeds the established credit limit until we receive payment. We’ll contact you to arrange for payment, if necessary, before we can ship your order. Please note: all accounts without a valid credit card on file at RightSource have a credit limit. Consider keeping a valid credit card on file with RightSource to avoid delays.
Why can’t I log in to my account at RightSourceRX.com?
If you cannot log in to your account at RightSourceRX.com, review the following ideas to troubleshoot the issue.
1. Have you registered with MyHumana? You will use the same MyHumana user ID and password to log in to RightSourceRX.com. If you haven’t registered with MyHumana, just select the "Register Today" button on the RightSourceRX.com home page and follow the instructions to "Register for MyHumana."
2. Do you currently have a Humana plan with mail-order pharmacy benefits? RightSource mail-order pharmacy is exclusively for Humana members. The RightSourceRX.com website log in process checks your Humana benefits to make sure you are a Humana member with mail-order pharmacy benefits. If you are not with Humana, or you do not have mail-order pharmacy benefits, you will not be able to log in to RightSourceRX.com.
3. Are you getting an "unavailable error" when you try to log in? Most likely there is high traffic on the website and the system took too long to process your log in request. There is also the possibility that the system is going through scheduled maintenance and cannot process your log in request. We recommend that you come back to RightSourceRX.com at a different time and try again. If you are trying to order a refill, you can use the automated phone system 24 hours a day, seven days a week. Call 1-800-379-0092, TTY users call: 711. Still having trouble logging in to RightSourceRX.com? Customer care representatives are available to assist you Monday - Friday: 8:00 a.m. - 11:00 p.m., Saturday 8:00 a.m.- 6:30 p.m., E.S.T.
Where can I get claim forms?
For medical plans, we don’t have claim forms on our Website because most providers file claims for Humana Medicare members automatically. If you need a prescription drug claim form, you can download the form below.
Prescription Drug Claim Form (PDF 61KB) Download PDF
How do I check the status of a prescription drug claim?
For up-to-date information on your recently processed claims, visit the Claims & Spending section on your personal page.
Check out the Claims Summary on this page. You can find out if a claim has been processed and view what you paid, what the plan paid, and your total Rx costs to date. You can also view up to 24 months of claims history. You may filter the list by:
To view real-time totals, select Prescription Year-to-Date Totals. Check out the Year-to-Date Summary on this page. You can view what you paid this year and your total charges to date. You may filter the plan information by:
How do I look up my plans benefits and features?
Just look in the ’Plans & Coverage’ section of your personal page. The ’Plans Summary’ panel shows a brief overview of plans that are in effect now. You can also use the filter to find:
To find out more about a particular plan, select Details, You’ll see general plan information, like your member ID number and effective date, and you can click on the ’Plan Benefit Detail’ tab for more information such as copayment and deductible amounts. For in-depth information about what your plan covers, click the Download PDF link under Coverage Details.
Where can I get temporary proof of coverage until my ID card arrives?
You can print a Letter of Coverage from our View ID Card feature on Humana.com.
* Access ID Card Viewer. Not available to members in Puerto Rico. Members in Puerto Rico should contact Humana Customer Care.
How do I order a replacement ID card?
Just go to the ’Plans & Coverage’ section, click Details under the plan you need an ID card for, and then choose the Member Details tab. Click the ’Order ID Card’ link toward the bottom of the page and click ’Yes’ to confirm your request. We’ll mail the card to the address you indicated when you enrolled.
PDP members should contact a Humana Customer Care representative to order a replacement ID card. *Members in Puerto Rico should contact a Humana Customer Care representative.
How do I change my Primary Care Physician (PCP)?
Call Customer Service at the number on the back of your ID card or visit our Humana Customer Care page to find the right number.
How do I get help with dental Medicare claims and benefits questions?
Call Customer Care at 1-800-204-3107
. If you have a speech or hearing impairment and use a TTY, call 1-800-325-2025. Our hours are Monday - Friday, 7 a.m. - 6 p.m., Central time.
What is Auto Refill?
Auto Refill allows you to tell RightSource up front to automatically ship your eligible prescriptions. Once enrolled, you will receive an automated phone call about seven calendar days before your medicines are available to mail to notify you of your upcoming refill order. This free service is designed to help you:
If you’re interested in this new feature and would like to enroll, you can do so by:
If you have questions or would like to enroll in this program by phone, please contact us at 1-800-379-0092 (TTY 711). Monday - Friday, 8 a.m. - 11 p.m. and Saturday, 8 a.m. - 6:30 p.m. Eastern time.
What happens if my Auto Refill information changes?
If your Auto Refill information changes, please contact RightSource immediately. You will continue to receive your Auto Refill enrolled prescriptions until you cancel that prescription. You can manage your Auto Refill prescriptions by going to the ’My Account’ section then click on ’Manage Auto Refills’ to view which prescriptions are enrolled in the program.
If your prescription or doctor’s information changes please contact us at 1-800-379-0092 (TTY 711). Monday - Friday, 8 a.m. - 11 p.m. and Saturday, 8 a.m. - 6:30 p.m. Eastern time.
If your Shipping, Billing or Payment information changes please visit the ’My Account’ section then click on ’Billing and Payment Information’ or ’Address Book’ to update this information.
If you have questions or would like to change your information by phone, please contact us at 1-800-379-0092 (TTY 711). Monday - Friday, 8 a.m. - 11 p.m. and Saturday, 8 a.m. - 6:30 p.m. Eastern time.
Can I schedule my Auto Refill delivery?
No, not at this time. RightSource cannot schedule delivery of Auto Refilled prescriptions.
How do I cancel my Auto Refill?
You can cancel your Auto Refill prescriptions at any time by going to the ’My Account’ section then click on ’Manage Auto Refills’ to view which prescriptions are enrolled in the program and, if needed, cancel the prescription.
Can I make payments for my 90-day prescription over several installments?
If you have a balance due on your order, your payment is due when your order is filled; however, you may be eligible to spread your payments out over three installments. To find out more, please contact RightSource at 1-800-379-0092 (TTY: 711). We’re available Monday - Friday, 8 a.m. to 11 p.m. and Saturday 8 a.m. to 6:30 p.m., Eastern time.
Can I pay the balance for my order online?
Yes, you can make your payment online for your current order during the refill process. Simply log in to RightSourceRx.com, select the medicine(s) you want to refill, and continue through the checkout process to pay for your order. We accept Visa®, Mastercard®, Discover®,American Express®, or the Humana Access Visa® Debit card. You can also pay past due balances at any time by logging in and clicking on ’Pay Now’, or going to the Billing and Payment Information section.
How can I pay for my current prescription order?
RightSource offers several options for payment. You can pay by credit card, mailing in a check or money order. We accept Visa®, Mastercard®, Discover®,American Express®, or the Humana Access Visa® Debit card.
We're happy to assist you. We can't improve our service if we don't know what our problems are. Thank you for helping us be right for you!
Call us at 1-800-379-0092