Frequently Asked Questions

Coverage and Cost Prescription Order and Refills Pharmacy Benefits Medicine General Mobile App Support
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Coverage, Copays and Additional Cost Support

  • I take specialty medications. Is there additional assistance available for covering the cost?

    Some AdventHealth members receiving specialty medication from Rx Plus Pharmacy may qualify for $0 copays after their deductibles have been met.

  • I am diabetic. Is there additional assistance available for covering the cost of my supplies?

    As of April 1, 2024, diabetic patients (Type 1 or Type 2) can receive an Accu-Chek Guide Me glucometer, test strips and lancets for a $0 copay by taking the following steps:

    • Ask your provider to provide a new prescription for Accu-Chek Guide Me test strips and lancets to Rx Plus Pharmacy.
    • Contact Rx Plus Pharmacy to request a new Accu-Chek Guide Me glucometer. Note: Free glucometers may take two weeks to ship.

    The Accu-Chek Guide Me glucometer is a reliable and easy-to-use blood glucose monitoring system that can help members manage diabetes.

  • I have a copay card. How do I add it to my file?

    Copay cards are offered by manufacturers to offset the out-of-pocket cost of medications. If you have a copay assistance card provided by your drug manufacturer that you would like to apply to your copay to reduce the cost of your brand name medication, you may either email a picture of the card or the processing information (BIN/PCN/Group/ID) to RxPlus.Pharmacy@AdventHealth.com, or call 866-943-4535, Monday through Friday, 8 am to 8 pm EST.

    While manufacturer copay assistance cards help save you money, the funds provided from manufacturer copay assistance do not apply toward your deductible or out-of-pocket maximum.

  • Why do I see an increase in my copay?

    Copays may fluctuate due to factors such as distributor pricing, formulary updates, or changes in your dosage or quantity. Typically, you won’t see a significant change in your copay from one fill to the next within the same benefit year. However, if your copay does increase substantially, we will notify you directly. For copays over $100, our team will reach out to you to get approval for your first fill. Once you approve it, we will not reach out unless it increases more than $20. For copays under $100, we will only contact you if there is a change of more than $20 from your last fill.

  • How do I find out if my medication is covered?

    Check our Preferred Formulary Drug List for a full breakdown of covered medications and their copay tiers. If you can't find the information you need, contact us and our team will be happy to help.

Prescription Orders and Refills

  • I haven’t received my order yet. Where can I check the status?

    The easiest way to check the status of your order is to visit your AdventHealth Account (patient portal). Simply register and follow the navigation to view your order status or to request refills. If you still have questions or concerns, please contact Rx Plus Pharmacy via email at RxPlus.Pharmacy@AdventHealth.com.

    Status of medication: You can check the status of your medication in your AdventHealth Account:

    • In progress – Medication request has reached the pharmacy and is being worked on
    • Delay notifications – Medication not in stock/insufficient inventory, prior authorization required, refilled too soon, etc
    • Shipping notification with tracking URL

  • How long will it take to receive my order?

    Once we receive your prescription, Rx Plus Pharmacy typically processes and ships your medication from our location within 2 to 5 business days. This timeframe includes a buffer for any necessary clarifications we may need from the provider or patient before we can dispense and ship your order.

    Once your shipping label has been created, you’ll receive tracking information via email or text message, depending on your MyChart notification preferences. Please note that shipping times may vary based on the carrier used (DHL, USPS, FedEx) and the destination region.

  • Do you provide auto-refills?

    Yes! For your convenience, Rx Plus Pharmacy offers an auto refill program. To learn more about the program or request enrollment, please call us at 866-943-4535 or email RxPlus.Pharmacy@AdventHealth.com

  • What is the quickest and easiest way to refill my current prescriptions?

    Our self-service options online via MyChart and our automated refill line are the most efficient options to fill a current prescription.

    To fill online, log into your patient portal, https://account.adventhealth.com/login; where you will have the option to link any dependent profiles, manage refills and view the order status for yourself or any dependents. Note: Profiles are only accessible through the portal if you/your dependent(s) have an active account with Rx Plus Pharmacy. Then follow the prompts to set up your AdventHealth Rx Plus Pharmacy MyChart account.

    To utilize our automated refill line, call 866-943-4535 Option #2. You will be asked to verify your current address and method of payment on file.

    If you prefer to reach out to our team directly call 866-943-4535 or email us at RxPlus.Pharmacy@AdventHealth.com.

    You can order a refill of your prescription 22 days in advance for a 90-day supply and 9 days in advance for a 30-day supply.

  • Can I request a transfer to move my prescription to Rx Plus Pharmacy?

    Visit the Prescription Transfer Request Form page.

  • Will I get refill reminders when it's time for a prescription refill?

    Yes. Refill reminders will follow the schedule below and will be sent out via text or email, based on your notification preferences. You must have text alerts enabled in order to receive a text message.

    • You will get a reminder via text or email, 14 days before your refill is due.
    • You will also get an additional courtesy reminder via text or phone, 10 days before your refill is due.
    • Need a new prescription? A refill request reminder will be sent via text or email, 7 days before it's due, to alert a new prescription is needed.

  • How do I let you know that I want you to reach out to my provider?

    1. MyChart account https://account.adventhealth.com/login
    2. Email us at RxPlus.Pharmacy@AdventHealth.com.
    3. If you prefer, please call 866-943-4535, Monday to Friday, 8 am to 8 pm Eastern.

Pharmacy Benefits

  • How does the partnership between AdventHealth and CVS Caremark affect how I use my pharmacy benefit?

    As our Pharmacy Benefit Manager, CVS/Caremark processes team members claims for Rx Plus Pharmacy orders. AdventHealth's Rx Plus Pharmacy remains your pharmacy for the filling of maintenance, specialty drugs, and mail-order prescriptions.

    Continue Reading

  • Am I required to use CVS Pharmacy for the prescriptions I am approved to fill locally?

    No. Member's may use the local pharmacy of their choice to fill their short term, over the counter, and controlled substance medications. Any maintenance or specialty medications should be filled by AdventHealth's Rx Plus Pharmacy.

    Continue Reading

  • Do I need to submit a new prior-authorization (PA) for my medications this year? Are my current medications still covered?

    Medications covered by the team member's health plan may have changed or have a different copay. If these changes impact you, you will receive a letter explaining next steps, as you may need to coordinate a medication change with your prescribing health care provider.

  • How can I check the status of my prior authorization (PA)?

    You can view the current status of your prior authorization by logging into the CVS Caremark Portal. You can also download this guide to learn more about the PA process and what different authorization statuses mean.

  • How do I find out if my medication is covered?

    The formulary — a list of covered medications — is available on the Rx Plus Pharmacy website, where you can reference the full list of covered medications.

  • Where can I access my member ID cards to use my pharmacy benefit at a local retail pharmacy?

    If you didn’t receive an ID card by mail, you can request one by contacting plan member support via email or phone:

How To Learn More About Your Medications

Rx Plus Pharmacy uses Medi-Span to provide valuable services such as Med Guides and written information about your medications.


Medi-Span is an electronic alternative to printing patient education and drug monographs, and is used by many pharmacies.

  • Will there be a QR code printed for every prescription?

    All prescriptions will have a QR code printed on the pharmacy label, but not every prescription will have a medication specific video. If you have any questions on Medi-Span, email us a RxPlus.Pharmacy@AdventHealth.com.

  • What if I don't have a smartphone?

    If you wish to have a printed copy of the patient education and drug monograph mailed to you, please email us at RxPlus.Pharmacy@AdventHealth.com.

  • What is a QR Code?

    QR — or quick response — codes are two-dimensional barcodes that can be read using smartphones (or electronic tablets) and a QR scanning app. The barcodes link to websites, texts, emails, phone numbers and more.

    The QR code on your pharmacy receipt links to the written medication information provided by Medi-Span.

  • What is MedsOnCue?

    MedsOnCue delivers hundreds of on-demand medication videos, in both English and Spanish, straight to your smartphone and electronic tablets. Other valuable services included Med Guides, written information, drug images and more.

General Questions

We know that using a new pharmacy can be confusing. That’s why we’ve answered some of the most frequently asked questions about using our employee pharmacy for your refill prescriptions.

  • What do I do after receiving a prescription with refills?

    One-time prescriptions and first fills of maintenance medications may be filled at any retail network pharmacy. Any refills, including refills of maintenance medications, need to be filled through AdventHealth's Rx Plus Pharmacy.

    CVS Caremark does not support 15-day refills of maintenance medications at a retail network pharmacy after filling an initial 30-day supply. These requests will be denied.


    Once your initial 30-day supply for maintenance medication has been filled, please contact Rx Plus Pharmacy to transfer your prescription by clicking here. Failure to do so may result in a gap in your medication supply.

  • What is a maintenance drug?

    A maintenance medication is a prescription that is taken on a regular basis or is filled more than once per 365 days. Rx Plus Pharmacy can work with your provider to get your maintenance medication set up through the mail for up to a 90-day supply. Exceptions include CII narcotics and CIII-V controlled substance prescriptions which can be filled at your local retail pharmacy.

  • Do I have to use AdventHealth's Rx Plus Pharmacy for maintenance medication?

    Yes. All maintenance drugs must be filled through AdventHealth's Rx Plus Pharmacy. This enables us to deliver significant cost savings to you, our employees, and also save money as a company. Additionally, it gives us the opportunity to invest those savings in other areas and keeping health insurance costs down.

    After you fill the first 30-day supply of your medication, you will need to use AdventHealth's Rx Plus Pharmacy. Our team will help you transfer your prescription and contact your physician if needed.

  • How do I fill a new prescription with AdventHealth's Rx Plus Pharmacy?

    You can send your prescription to AdventHealth's Rx Plus Pharmacy in one of the following ways:

    Through Your Doctor’s Office

    Your doctor or nurse can send your prescription directly to AdventHealth Rx Plus Pharmacy by calling 866-943-4535 or faxing 407-805-8545. Your doctor’s office can also send an electronic prescription via Surescripts to AdventHealth Rx Plus Pharmacy. Sending your prescriptions electronically through Surescripts is our preferred method.

    Send to AdventHealth Rx Plus Pharmacy

    Retail NCPDP#: 1086671

    AdventHealth Rx Plus Pharmacy - Mail Order and Specialty

    Please note that, by law, we can only accept faxed prescriptions from your doctor with a cover sheet.

    By Mail

    You can mail the prescription to the pharmacy via the United States Postal Service (USPS). The AdventHealth Rx Plus Pharmacy address is:

    AdventHealth Rx Plus Pharmacy
    5050 Wesley Road, Suite 110
    Apopka, FL 32712

  • How are my prescriptions delivered and how do I track my shipments?

    Rx Plus Pharmacy utilizies two carriers for all our shipments.

    Fedex: For refrigerated, temperative-sensitive, and high-value medications.

    DHL/USPS: For all other shipments.

    Once the shipping label is created, the tracking number will be uploaded to MyChart and sent via email or text, depending on your notification preferences.

    To receive delivery updates directly from the carrier, you can sign up for Fedex Delivery Manager or USPS Informed Delivery. Both services are free and available on their respective websites.

    Please make sure Rx Plus Pharmacy has your preferred shipping address, email address, and phone number. Check your junk or spam folder to ensure you receive these notifications.

  • Can I request a specific manufacturer of medicine?

    When approved by your prescriber, your prescription will be filled with an FDA-approved generic equivalent selected in alignment with our supplier’s preferred options. This approach ensures cost-effective coverage for our team members while maintaining high standards of drug efficacy and safety. If you experience any concerns with a generic medication you've received, please contact our pharmacy team for personalized support and guidance.

  • Why should I ask for a 90-day prescription?

    A 90-day supply delivers more than convenience. You get significant cost savings with a three-month supply. It’s a win-win for your wallet and peace of mind. Ask your physician to authorize a 90-day supply of your medication.

    We transfer only prescriptions that are written to dispense a 30-day or more supply from another pharmacy.

  • What laws protect my health and privacy?

    AdventHealth Rx Plus Pharmacy follows your state laws to ensure we safely and confidently fill your prescription. These include, but are not limited to, the following regulations:

    More Info

  • Having technical issues?

    If you are running into issues with your browser, click here for instructions on how to clear your internet cache. If you continue to have issues, please contact Rx Plus Pharmacy via email at RxPlus.Pharmacy@AdventHealth.com or via phone at Call 1-866-943-4535.

  • How can I update my personal information or payment method?

    To update your home address, phone number or email address log into your AdventHealth portal and update via MyChart. https://account.adventhealth.com/login

    To add a temporary or prescription only address, that is different from your home address, give us a call at 866-943-4535.

    To update your method payment on file:

    Adding for the first time: Visit our website and utilize our Update Information form or call us at 866-943-4535

    Updating your card: Visit MyChart when you refill your prescription to add or update your credit card, making sure to check off the box for "Save for Future Use". You can also call us at 866-943-4535.