Frequently Asked Questions

What is a Specialty Pharmacy?

Why should I refill or transfer my prescription to your pharmacies?

How do I request a refill or transfer a prescription?

Will you accept my insurance?

How can I reach you? Phone/Fax/E-mail/Mail

What are your normal business hours and location?

Do you accept electronic prescriptions from my doctor?

When will I receive my medication/s?

Do you offer shipment of my medications & supplies?

Can my medication be delivered if I’m not at home?

When should I call for a refill?

Do you offer refill reminder calls?

Which credit cards do you accept?

Do you offer bilingual customer service?

Whom do I contact to register a patient concern or complaint?

Medicare recipients: What are your rights for prescription drug coverage?

Why should I refill or transfer my prescription to your pharmacies?

We are two of the nation’s most trusted specialty pharmacies for over 30 years. Many of our staff have been with us for over 20 years and take great care in personally serving the specialty needs of our patients. We work with dozens of assistance programs.

Feel free to contact one of our Patient Care Representatives today at (407)898-4427 (local) and (800) 741-4427 (toll-free) to refill or transfer your prescription. We are available Monday through Friday from 8:30 a.m.-5:30 p.m. (and 24/7 as needed).

How do I request a refill or transfer a prescription?

To request a refill or transfer a prescription to our pharmacy, please call us at (407) 898-4427 (local) or (800) 741-44427 (toll free).

Will you accept my insurance?

We accept most insurance plans. Please call one of our patient care representatives today at (407) 898-4427 (local) and (800) 741-4427 (toll-free) to verify your insurance coverage. Our reps are dedicated to your billing and insurance reimbursement needs. We’ll work with your insurance company and their party-payers to make sure your benefits are working for you and saving you the most money possible.

 

How can I reach you? Phone/Fax/E-mail/Mail

You can contact Cystic Fibrosis Pharmacy or Freedom Pharmacy by calling (407) 898-8922 (local) or (800) 741-4427 (toll-free). Our fax number for prescriptions is (407) 898-2903 or (866) 482-6158 (toll-free fax). You may contact our pharmacy with questions via e-mail at: care@hhcs.com (no prescriptions).

Emergency calls regarding your prescription medications will be forwarded to our on-call staff weekdays after 5:30 p.m. and on weekends.

Our HHCS Health Group of Companies corporate office phone number is (407) 898-4427 or toll-free at (888) 307-4427. The corporate office fax number is (407) 897-2108 or toll-free fax at (866) 482-6158.

The physical and mailing address for Cystic Fibrosis Pharmacy, Freedom Pharmacy and H.H.C.S. Health Group of Companies’ corporate office is: 3901 E. Colonial Drive, Orlando, FL 32803.

 

What are your normal business hours and location?

Our pharmacy is open from 8:30 a.m. until 5:30 p.m. Monday through Friday. We are located at: 3901 E. Colonial Dr. Orlando, FL 32803 between Orlando Fashion Square Mall/Herndon Ave. and Bennett Rd. on E. Colonial Dr. approx. 1.6 miles from the intersection of SR436 and E. Colonial Dr. We’re on the same side of the street as Orlando Fashion Square Mall, behind Coast Dental.

You may stop by in person to refill your prescription during normal business hours. After-hours emergency calls regarding your medications will be forwarded to our on-call staff weekdays after 5:30 p.m. and on weekends.

 

Do you accept electronic prescriptions from my doctor?

Yes, the preferred method for receiving prescriptions is via electronic prescriptions directly from your doctor to Cystic Fibrosis Pharmacy or Freedom Pharmacy.

 

When will I receive my medication/s?

When you drop-off, call-in or fax-in your prescription, ask the pharmacist when it will be ready. Medications differ in pick-up times. If you live in the Orlando area, you may pick up your prescription at our over-the-counter pharmacies located at 3901 E. Colonial Dr. Orlando, FL 32803 near Bennett Rd. We also offer fast, 24-hour shipment of your prescription/s and supplies. In addition, we ship internationally.

 

Do you offer shipment of my medications & supplies?

Yes, we offer fast, 24-hour shipment of your prescription/s and supplies anywhere in the U.S.

 

Can my medication be delivered if I’m not at home?

Some medications can be delivered if you’re not at home, but not all. Call us at (407) 898-8922 to inquire about the guidelines for your specific medication/s. Some medications require a signature and medications shipped on ice need prompt attention.

If you live in an apartment community, often your office staff may be willing to assist in providing a signature and storing your meds in a cool place until you return home. However, this must be arranged with Cystic Fibrosis or Freedom Pharmacy prior to delivery of your medication/s.

 

When should I call for a refill?

Call our pharmacists at least a week ahead to ensure timely delivery. You can contact Cystic Fibrosis Pharmacy or Freedom Pharmacy by calling (407) 898-8922 (local) or (800) 741-4427 (toll-free).

 

Do you offer refill reminder calls?

Yes, if you call us and sign up to be part of a Planned Delivery program you will receive a call once a month prior to your medication refill due date.

 

Which credit cards do you accept?

Cystic Fibrosis Pharmacy and Freedom Pharmacy both accept Visa, MasterCard, Discover and American Express to make paying for your prescriptions and supplies as easy as possible. Contact us to fill, refill or transfer your prescription/s by phone or e-mail.

Call (407) 898-8922 (local) or (800) 741-4427 (toll-free). Our fax number for prescriptions is (407) 898-2903 or (866) 482-6158 (toll-free fax). Email: care@hhcs.com (no prescriptions)

 

Do you offer bilingual customer service?

Yes, we have bilingual customer service agents available Monday through Friday, 8:30 a.m. to 5:30 p.m. to assist with all your needs.

 

Whom do I contact to register a patient concern or complaint?

We would like every opportunity to assist you in resolving any patient concern, complaint or grievance. We are here for you 24/7 to discuss any matter at 1-888-307-4427 ext. 1201 (Barbara). After 5:30 p.m. weekdays, or on the weekend, please call that number and ask them to immediately contact the licensed pharmacist on call to return your call right away.

If, after giving us the opportunity to work with you,  you still feel we were unable to resolve your issue, you may contact a representative through Medicare, Medicaid, AHCA, DOH, or the DCF, as applicable. Here are the numbers and websites:

Medicare 1-800-633-4427 www.medicare.gov,

Medicaid 1-877-267-2323 www.medicaid.gov,

AHCA 1-888-419-3456 or 1-800-955-8771 www.ahca.myflorida.com,

Dept. of Health (DOH) Florida 850-245-4444 www.floridahealth.gov or the

FL Dept. of Children & Families (DCF) 1-866-762-2237 www.myflfamilies.com

 

Medicare recipients: What are your rights for prescription drug coverage?

Your Medicare Rights

You have the right to request a coverage determination from your Medicare drug plan if you disagree with information provided by the pharmacy. You also have the right to request a special type of coverage determination called an “exception” if you believe:

• You need a drug that is not on your drug plan’s list of covered drugs (the list of covered drugs is called a “formulary”), or
• A coverage rule (such as prior authorization or a quantity limit) should not apply to you for medical reasons, or
• You need to take a non-preferred drug and you want the plan to cover the drug at the preferred drug price.

What You Need to Do

You or your prescriber can contact your Medicare drug plan to ask for a coverage determination by calling the plan’s toll-free phone number on the back of your plan membership card, or by going to your plan’s website. You or your prescriber can also request an expedited (24 hour) decision if your health could be seriously harmed by waiting up to 72 hours for a decision. Be ready to tell your Medicare drug plan:

1. The name of the prescription drug that was not filled, including the dose and strength, if known
2. The name of the pharmacy that attempted to fill your prescription
3. The date you attempted to fill your prescription
4. If you ask for an exception, your prescriber will need to provide your drug plan with a statement explaining why you need the off-formulary or non-preferred drug, or why a coverage rule should not apply to you.

Your Medicare drug plan will provide you with a written decision. If coverage is not approved, the plan’s notice will explain why coverage was denied and how to request an appeal if you disagree with the plan’s decision.

Refer to your plan materials or call 1-800-Medicare for more information.