Innoviant Frequently Asked Questions

Q:   How do I get a prescription filled?
A:   Simply present your ID card and prescription to the pharmacist. (You may save money on co-payments when you request products from the Preferred Products List and/or generic equivalents of your prescription). The pharmacist enters your claim into the computer system, which automatically files your claim with Innoviant. Your pharmacist collects the applicable co-payment for the prescription you purchased.

Q:   What is a Preferred Product List?
A:   A Preferred Products List (PPL) is a list of "preferred" generic and brand products. A PPL may have been included in your new enrollment packet. Use of the products listed on the PPL is voluntary. But, you may reduce your co-payment when a preferred brand or generic medication is used. Present your PPL to your physician and together you can decide on the most effective prescription product for you.

Q:   How do I know if a pharmacy is in the network?
A:   To find a participating pharmacy, simply click on the pharmacy finder link on the homepage. Input your ZIP code and you will receive a list of the participating pharmacies along with their locations and phone numbers. Please note that if you live in a city with multiple zip codes, the pharmacy finder will only list those participating pharmacies in the zip code you provided.

Q:   How do I use the mail order program?
A:   If your company offers mail order service and you would like to start using the program, you may receive an enrollment packet by calling the number on the back of your ID card. If you prefer to print one from our Web site, simply return to the member page and click on the mail order link. You will need a new prescription from your physician for up to a 90-day supply and mail it, along with the completed enrollment packet and correct co-payment to the mail order facility.

Q:   How long will it take for my medication to reach me through mail order?
A:   Prescriptions mailed to the mail order facility should be received 10-14 days from the date the prescriptions are mailed.

Q:   Who should I call with questions or concerns about the program?
A:   Please call the Innoviant customer service center with questions about your benefits or mail order programs or email us at INN-RxRFP@Innoviant.com.

Q:   What if the drug that I need requires prior authorization and I can't wait for the prior authorization to be reviewed?
A:   You may ask your physician if a drug sample is available or your pharmacy may provide you with a short-term supply (i.e., five days). You will be responsible for the full co-payment at this time. If the prior authorization is approved, your pharmacist can dispense the rest of the prescription.

Q:   What if my prior authorization is denied?
A:   The Innoviant Preferred Products List includes medications that effectively treat most medical conditions. Most likely, an alternative product may be prescribed by your doctor that will not require prior authorization. If no other options are available and the prescribed treatment is medically necessary, you may consider appealing the denial of the prior authorization.

Q:   How do I obtain a prior authorization?
A:   The Innoviant prior authorization program is initiated by either the pharmacist or member contacting our customer service center. Representatives at the Innoviant customer service center will work with your doctor's office and pharmacy to obtain the information required.

Q:   How come I used to be able to receive my medication but am not able to now?
A:   From time to time, there may be changes to the Preferred Product List (PPL) or to the drugs that require prior authorization. If you have trouble getting your prescription filled, a representative at the Innoviant customer service center may be able to offer advice.

Q:   Why can I only get a limited supply of my medication?
A:   The quantity of some prescriptions is limited by manufacturer's packaging or recommended dosing. In these cases Innoviant limits the quantity of medication you may receive with each prescription or each co-payment.

If you have other questions or need more information, please call the number on the back of your ID card (The Innoviant customer service department is available to answer your calls 24 hours a day, seven days a week)