Frequently Asked Questions (FAQs)

Q: How do I submit a new prescription?
A. You can submit a new prescription by doing one of the following:

1. Log in to RightSourceRx.com using your MyHumana user name and password. Click "Start a New Prescription," follow the instructions on that page and select your payment and shipping method. Print that page and mail it along with your original prescription to: RightSourceRx, P.O. Box 29200, Phoenix, AZ, 85038-9200. For faster processing, please include your name, date of birth, Humana Member ID, and shipping address on the back of each prescription.
   
   
2. Download the Physician Fax Form online from the "Start a New Prescription" page and have your doctor fill it out. Your doctor is authorized to fax this form directly to RightSourceRx.
   
   
3. Download and print the RightSourceRx prescription order form from this Website. Fill out the form, attach your 90-day prescription(s), and mail to: RightSourceRx, PO Box 29200, Phoenix, AZ, 85038-9200. For faster processing, please include your name, date of birth, Humana member ID, and shipping address on the back of each prescription.

Q: Can I fax my prescription to RightSourceRx?
A. No. RightSourceRx can only accept prescriptions by fax from your doctor.

Q: Can my doctor call in my prescription to RightSourceRx?
A. Yes, your doctor may call in your prescription to RightSourceRx by dialing 1-800-379-0092. Your doctor can also use the Physician Fax Form to fax your prescription to RightSourceRx.

Q: How long does it take to receive a prescription through the mail?
A. For new prescriptions, please allow up to 14 days from the date your order form is postmarked. When ordering a prescription refill online or by phone, please allow up to 7 to 10 days to receive your medication(s).

Q. What if I need my medication right away?
A. 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 RightSourceRx.

Q: Can I request a specific fill date for my new prescription?
A. Yes, you just have to let RightSourceRx know. The policy at RightSourceRx is to fill a prescription order as soon as it is received, unless noted otherwise. Tell us the specific date you would like us to fill your new prescription in one of two ways.

1. By mail: Write the request clearly on your prescription, or on your order form. For example: "Please fill after 01/01/08".
   
   
2. By phone: The Customer Care representative helping you can note this request on your order.

Your doctor can follow the same procedure to request a specific fill date on faxed orders.

Q: Will I be notified when RightSourceRx receives my prescription?
A. Yes, within three business days, members with a valid e-mail address on file with RightSourceRx will receive notification to confirm that your order has been received, and again when your order has shipped. For members with a valid telephone number on file with RightSourceRx, notification will be sent when your order has been received. You can also check the status of your order online by going to the Order History page.

Q: What if my drug requires Prior Authorization (PA)?
A: Coverage determinations or prior authorizations require contact with the prescribing physician by fax, phone, or via the Web in order to obtain the drug name, requested dosage, and medical diagnosis which is necessary for clinical review. Fax forms and other pertinent information regarding drugs and prior authorizations can be found at Humana.com for members and providers.

Q: What are my payment options?
A. For orders placed online or via the automated phone system, your payment options include the HumanaAccess^SM Visa^® Debit Card, or any other Visa, MasterCard, Discover, and American Express. For orders placed through the mail, your payment options include those listed above as well as personal check or money order. Do not send cash. Note: Any returned check fees will be added to your RightSourceRx account balance.

Q: What if I forget to supply my payment information?
A: If you submit a new prescription to RightSourceRx through the mail and forget to supply your payment information, RightSourceRx will simply charge the credit card on file from your previous order. When ordering a refill online, you will be required to enter your payment information before submitting and completing the order.

Q: What if I have an outstanding balance?
A: RightSourceRx applies credit limits for the following scenarios:

1. If a member account has a valid credit card on file at RightSourceRx, no credit limit will be established.
   
   
2. If a member account does not have a valid credit card on file at RightSourceRx, a $150.01 credit limit will be established.
   
   
3. If an account has a $25.00 balance that is more than 30 days past due from the date the order was shipped, the credit limit will be reduced to $0.01.

Q: How do I check my order status?
A. There are two ways to find out the status of your order:

1. Online: Log in to RightSourceRx.com using your MyHumana username and password. Click on Order History to see your prescription history processed with RightSourceRx.
   
   
2. Call RightSourceRx toll-free at 1-800-379-0092, 24 hours a day, 7 days a week. The automated system will ask you what type of caller you are. Identify yourself as an "existing member" and then say "order status." Have your prescription number ready when you call.

Please Note: Within three business days, members with a valid e-mail address on file with RightSourceRx will receive notification to confirm that your order has been received, and again when your order has shipped. For members with only a valid telephone number on file with RightSourceRx, notification will be sent when your order has been received.

Q: Why did I receive a generic medication instead of the brand-name medication my doctor prescribed?
A. Generic medications are usually considered "preferred" medications by your plan. They typically have lower costs for members, and they're likely to cost less for your plan, as well. Under your benefit plan, if a generic substitute is available and allowed by your doctor, RightSourceRx will dispense the generic medication.

Q: Does RightSourceRx accept returns?
A. State law prohibits the return of prescription medication for resale or reuse. So, we can't accept the return of properly dispensed prescription medications for credit or refund.

Q: When can I order my refill?
A. 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 can order a refill after 60 days.

Q: How do I order prescription drug refills?
A. There are three easy ways to order your prescription refills:

For fastest turn-around

1. Online: To order from RightSourceRx's Website, log in to RightSourceRx.com using your MyHumana username and password. Click on "Order Refill" and then select the available prescription(s) you want to refill.
   
   
2. By phone: To order by phone, call RightSourceRx toll-free anytime at 1-800-379-0092. You can order a refill with our automated phone system 24 hours a day, 7 days a week. Please have your prescription number(s), date of birth, and credit card information ready when you call.

For quick turn-around

3. By mail: To order by mail, complete and mail the order form that came with your last RightSourceRx prescription order. You can also download the Registration & Prescription Order form from this Website.

Please Note: If you're responsible for some or all of your medication cost, RightSourceRx cannot ship your order unless you provide your credit card information or pay in advance. For more information, review your plan benefits or call RightSourceRx at 1-800-379-0092.

Q: How do I change the default safety cap for my medication into an easy-open cap?
A: If you have received a medication that you would like to make an easy-open cap instead of the default safety cap, please follow these instructions:

1. Remove, or have someone else remove, the cap
   
   
2. Place the cap on a hard surface with the RightSourceRx logo facing up
   
   
3. Place an object over the RightSourceRx logo (for example, a thumb)
   
   
4. Push down with your thumb or object until you hear a click. Once the center of the cap is depressed, it becomes an easy-open cap