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Dedicated to Your Health

FirstHealth Outpatient Pharmacy is devoted to providing you with the highest level of care during every phase of your treatment. Through the FirstHealth Outpatient Specialty Pharmacy, we strive to increase the continuity of care and level of customer service you receive as a patient.

The Specialty Pharmacy’s mission is to provide patients with quality and convenient access to their specialty prescription medications by utilizing home-delivery and clinical services.

By choosing our services, we are able to offer you a wide range of clinical support and financial services to better optimize your medication needs. Our specialty pharmacists work solely with specialty patients. As a part of your care team, we’ll teach you about your medicines as well as monitor them to make sure they work as well as possible. To help you get the most out of your care, we offer various medicine programs that can help you safely finish your treatment, often with better results, even as your needs change.

We provide medication for treatment of the following conditions:

  • Gastrointestinal Conditions
  • Hematology/Oncology
  • Hepatology
  • Infectious Diseases

Pharmacists

Our pharmacists work closely with physicians, nurse navigators and other care coordinators to manage your health care. This enables timely and efficient management of side effects or other issues that may arise during your treatment.

Our staff carefully reviews your electronic medical record (EMR) to ensure that we communicate and counsel appropriately based on your specific needs including demographics, health conditions, cultural diversity, health literacy, disability, and language barriers.

Clinical Management Program

Once your prescription is received, one of our pharmacists will call you to review.

  • How the drug works
  • How and when to take your medications
  • Side effects
  • When to contact your physician
  • Storage concerns
  • Drug disposal
  • Assess drug interactions

Our staff (Pharmacists or Pharmacy Patient Advocates) will contact you periodically to:

  • Review your medication
  • Check and assess any side-effects you are experiencing
  • Schedule your next refill
  • Review adherence
  • Answer any questions you may have

If you would like to opt-out of the Clinical Management program, please contact the pharmacy at 910-715-4250 or toll-free at 855-715-7934. We will update your profile with your decision to opt out of our clinical management services. This will require you to contact us for all future refill needs.

Prescription

Once we receive a prescription from your provider, we will confirm all your personal and insurance information. After this benefits investigation, we will determine if you are eligible to use our pharmacy services. We will contact you to review the prescription, price, drug information, clinical information, and shipping time.

Eligibility

Once your eligibility is confirmed, your prescription may be sent electronically to our pharmacy by your provider; or your provider may fax, call, or give you a paper prescription to bring to us.

Timing

Prescriptions are usually processed the same day they are received. Prior to filling your prescription, we may need to obtain prior authorization from your insurance company or co-pay assistance from the drug manufacturer depending on the type and cost of the medication. Prior authorizations and co-pay assistance may cause a delay in starting your medication. Once all of this is completed, we will inform you of the total out-of-pocket cost and have your prescription ready onsite within one business day. If requested, we can ship your prescription to you free of cost after confirming the shipping address and payment information.

Payment Options

We accept checks, most major credit cards, and money orders. If your copay does not meet your budget, we will work with you and your provider to select an alternative treatment that best meets your needs or find funding or assistance. If our pharmacy is not contracted with your insurance company, we will notify you and we will transfer the prescription to an in-network pharmacy that can fill your medication. We will also notify your provider of the transfer.

Refills

Our pharmacy team will call and remind you of your next refill. If you have not heard from us and you only have seven days or less of medication left, please contact us! Please allow one week to process and ship your medication refill. This will prevent a disruption in your treatment that may occur due to bad weather or natural disasters, holiday closings, insurance changes, prescription renewals from your provider, or other unforeseen circumstances. Should you have a therapy change or need a refill early, please contact the pharmacy directly.

Please Note

We do not automatically ship any medications because we must speak with you to verify the address and payment information each time before we will ship your medication to you. .

If you experience a medical emergency, call 911 immediately.

In the event of a natural disaster or other emergency that requires you to leave your home:

  • Take at least one week’s worth of your medication with you.
  • Inform the pharmacy of your location and contact information.

Should a natural disaster be forecast to impact shipping to your area (ex: hurricane), we will work with you to ship medications early or ship your medication to another place to avoid interruptions in therapy.

Severe Reaction

If you believe you are having a severe reaction (difficulty breathing or face/neck/throat swelling) to a medication, call 911 immediately.

After Hours Emergency

If you are having a medication emergency after business hours, please call us at 910-715-4250 or toll-free at 855-715-7934. Press option 6 and ask to page our pharmacist on call. (Expect a response within 30 minutes).

Frequently Asked Questions

What are specialty medicines?

  • Specialty medicines treat complex medical conditions.
  • They are administered by mouth, injection, inhalation, or infusion.
  • They can be self-administered or given by a health care professional.
  • Many specialty medicines need clinical monitoring.
  • Specialty medicines are generally high-cost and not available at retail pharmacies.
  • They often need special handling with specific delivery and storage requirements.

Can you tell me more about the Specialty Pharmacy Services?

The Specialty Pharmacy is a division of the FirstHealth Outpatient Pharmacy. We offer a team approach to care for patients with complex diseases requiring specialty medicines. Our focus is on drug therapy management, care coordination, billing and patient care. Our team of Pharmacists and Pharmacy Patient Advocates work directly with your provider, care team, and insurance provider to provide advanced care.

What is the Patient Management Program?

  • The Patient Management Program is available to you at no cost and you are automatically enrolled. You can choose to opt out of this program at any time by talking directly to your Pharmacy Patient Advocate or any pharmacist.
  • Enrollment in the program ensures the best outcomes from the use of your medicines.
  • We provide personalized care to address your treatment plan and any problems or concerns you may have. We can also answer questions regarding your treatment such as: How drugs are used to treat your condition?; What is your medicine dose, how to take your medicine and how often?; and Possible drug interactions and how to manage side effects.
  • Our goal is to help you improve your overall health and get the best possible outcomes.

Please call us at 910-715-4250, or toll-free at 855-715-7934 (option 6), or email us at specialtyrx@firsthealth.org to contact our team or to learn more about the PMP.

How does this Specialty Pharmacy Program benefit me?

  • Direct contact with an experienced team that will determine your insurance coverage and benefits for specialty medicines
  • Refill reminders to ensure timely delivery
  • Free mail order delivery of your medicine to a location and time set up by you
  • Ease of access to your specialty medicines
  • Education and counseling to you and/or your caregiver
  • How to use and how to administer of your medicine
  • Proper storage requirements
  • Managing or avoiding potential side effects
  • Monitoring for drug interactions
  • Medication check-ups
  • Communication with you and your medical provider about the care plan to ensure common goals
  • Access to the Specialty Pharmacy Services Call Center. Pharmacists are on call to assist you. A Clinical Pharmacist is available for emergency consultations 24 hours a day, 7 days a week. You can call either 910-715-4250 or toll-free at 855-715-7934 then press Option 6. Your call will be routed to an on call pharmacist who will respond to you within 30 minutes

How do I get started with the Specialty Pharmacy Services?

Getting started is easy. There are two options:

Option 1: You can call either 910-715-4250 or toll-free at 855-715-7934 then press Option 6 between the hours of 9:00 AM to 5:00 PM, Monday through Friday. We will work with your provider to issue a prescription and start the process. We will contact you to arrange the method and place of delivery that is timely and convenient for you.

Option 2: Ask your provider to call or send the prescription directly to us. We will contact you to arrange the method and place of delivery that is timely and most convenient for you.

What is my role in the Specialty Pharmacy Services Program?

  • Success of your medicine therapy is dependent upon active participation in our program. You must be willing to follow the directions of your provider or pharmacist. Taking medicine as instructed and discussing appropriate details of conditions related to treatment.
  • Let your provider know that you enrolled in our program. We will work together to ensure the most benefit for you.
  • If your contact information or insurance changes, contact us at 910-715-4250 or toll-free at 855-715-7934.

What if my insurance company requires a prior authorization for my specialty medicine?

Many specialty drugs need prior authorization before your insurance will pay for the medicine. Our staff will coordinate the prior authorization paperwork. We will notify you when we have approval or if we need further action. If we are unable to fulfill the request, we will notify you and provide information on other options.

How long does it take to receive my medicine?

  • Monday – Friday:
    • Orders take 24 hours to process
    • Prescriptions usually arrive within two to three (business) days
      • If a medication needs to be refrigerated, it will be delivered more quickly
  • Next day delivery is available for urgent needs.
  • We will notify you of any delays in processing time and work with you to resolve the issue. Working with your provider, we will help you find the best way to obtain your medicines.
  • Some medicines need a signature for delivery. We will identify a delivery time that works in your schedule to sign for your medicine.

How do I order or refill my specialty medicine?

  • We will contact you as a reminder and arrange for delivery or mail out of your medicines.
  • You can choose to pick up your medicine at the pharmacy if that is more convenient.
  • If you have not heard from us or you need a refill earlier than normal, you can call either 910-715-4250 or toll-free at 855-715-7934 then press Option 6.
  • During regular business hours, please contact us with questions and concerns. We can help with order status, copay amounts, claims submissions and benefit coverage. You can also check on expected shipping date or report a delivery error or delay.
  • A pharmacist is available 24 hours a day/7 days a week for any questions you have.

How do I know my specialty medicine is safe to use when it arrives?

  • All medicines supplied by the FirstHealth Outpatient Pharmacy come from a recognized pharmacy wholesaler or directly from the manufacturer. We maintain the highest standards of quality and patient safety.
  • Pharmacists check all prescription orders. They check for interactions and allergies from the documented medicines you are taking.
  • Pharmacy staff pack your medicine to protect from damage and ensure it remains at ideal temperature. Your medicine should always arrive sealed. If you suspect tampering or damage to your package, you can call either 910-715-4250 or toll-free at 855-715-7934.
  • We will notify you if there is a FDA or manufacturer recall of your medicine and give instructions on what to do.

How do I pay for my prescription order?

  • You can pay at the FirstHealth Outpatient Pharmacy with a debit or credit card, cash, check or money order.
  • If you use another method for delivery, such as mail order, you can also use a debit or credit card.
  • We accept American Express, Discover, MasterCard, and Visa

How much will my prescription cost?

  • Your insurance company decides the copay amount. We will provide an estimate of your part of the cost based on your insurance or medical benefits.
  • If you are unable to afford your medicine, your Pharmacy Patient Advocate may be able to find copay and patient assistance to reduce your out of pocket costs.
  • Cost varies depending on the quantity of medicine dispensed. Ask your provider to prescribe the largest supply that is appropriate and covered by insurance.
  • Most Medicare Part D prescription plans have a coverage gap (also called the “donut hole”). This means once you reach the coverage gap you will pay an increased cost.
  • Some insurance plans need you to fill your medicine at a pharmacy other than FirstHealth Outpatient Pharmacy. We will identify these cases as soon as we receive the prescription. If your insurance requires this, we will let you know and work with your prescriber to send a prescription to the new pharmacy.
  • Some medicines are under restrictions and are only carried by a few pharmacies. If this is your medicine, we will notify you and send the prescription to one of these pharmacies.

What guidance can I expect from the FirstHealth Outpatient Specialty Pharmacy team?

  • Our team will assist you in education about your disease and management of your medicine.
  • We recommend you to take and administer your medicine as ordered by your physician.
  • We will develop a personalized care plan with you to manage or avoid side effects. This care plan will support the care plan that you receive from your provider.

How can I get my prescription transferred to your Specialty Pharmacy Services?

  • You can call either 910-715-4250 or toll-free at 855-715-7934 and speak to someone to initiate the transfer your prescription. We will ask you for the information we need to transfer the prescription.
  • If we are unable to transfer, we will contact your provider to receive a new prescription.

Am I able to transfer my prescription to an outside specialty pharmacy?

Of course! We will help with the transfer.

What is kind of medication substitution might I have to know about?

  • Generic medication substitution is when your provider prescribes a medicine, but the pharmacist substitutes it with the generic version. Unless your prescriber says otherwise, we will perform this to pass along cost savings to you and your copay.
  • Therapeutic substitution is when your provider prescribes (brand or generic) a specific drug, but your insurance will cover a different drug in the same class. Insurance might request a generic and therapeutic substitution.
  • We will work with your provider if your insurance company requires it. We will let you know once we find out about any required substitutions by your insurance. Insurance may need prior authorizations.

What is your complaint procedure?

If you have a complaint or concern, you can call either 910-715-4250 or toll-free at 855-715-7934. We also can provide you with written forms to mail or give to us on site.

How do I get my medicine during disasters and emergencies?

If a disaster, such as a major hurricane, interrupts your delivery, you can call either 910-715-4250 or toll-free at 855-715-7934. A staff member will coordinate your medicine delivery. If we are unable to provide services due to a natural disaster, we will help you locate an alternate option.

How do I dispose of old, unused or expired medicines?

Proper disposal of old, unused or expired medicine is important. This is to protect yourself, those around you and the environment. Every so often, there are drug take back events to dispose of these old medications. If you cannot get to an event, you can call either 910-715-4250 or toll-free at 855-715-7934 then press Option 6. Do not flush or pour medicine down the drain unless you know it is safe. See list of flushable medicines here: https://www.fda.gov/drugs/safe-disposal-medicines/disposal-unused-medicines-what-you-should-know

How do I dispose of Sharps (Needles and Syringes)?

Dispose of needles and used pens in a FDA-cleared sharps disposal container. A household container made of heavy-duty plastic with a tight-fitting, puncture-resistant lid may be used. Never place loose needles or other sharps in the household or public trashcans and never flush them down the toilet. Dispose of used sharps disposal containers according to your community guidelines. For more information, visit the website: http://www.fda.gov/safesharpsdisposal

It is health that is real wealth
and not pieces of gold and silver.

Mahatma Gandhi