Answering OptumRx members’ frequently asked questions about coronavirus disease 2019 (COVID-19)

Your routine medications arrive in your mailbox, so you never have to leave home. Staying home is one way to put distance between yourself and others, as recommended by the Centers for Disease Control and Prevention at this time. With home delivery, you get a three-month supply of your medication, plus free standard shipping, 24/7 access to a pharmacist, and the ability to set up automatic refills.

If you take routine medications, you just need to transfer your prescription to OptumRx. You can do this in a couple steps:

1. Register for an online account at optumrx.com.
2. Once you’re signed in, follow the simple “Request a prescription” process on the “My Prescriptions” page. Please note a credit card is needed for medications with a copay. 

As an OptumRx member, you can request a refill on the “My Prescriptions” page. 

You may want to consider signing up for our automatic refill program. When you’re ready for a refill, we’ll automatically ship your next three-month supply. To enroll, sign in to your optumrx.com account and go to “My profile” > “Manage programs” (section) > “Automatic refills” > select the medication you want to enroll in the program.

You can check your order status 24/7 by signing in to your account on optumrx.com.  

At this time, OptumRx is not experiencing delays in dispensing prescriptions from Optum-owned pharmacies related to COVID-19. OptumRx is prepared to use anticipatory analysis to determine if, and when, we need to expand operations. This may include advance dispensing, workforce management, medication access and getting more involved to make sure we have the medications our patients need and the ability to deliver them.

We are closely monitoring the drug supply to our pharmacies. There are no disruptions related to COVID-19 that would affect our ability to fill your prescriptions. And there is no evidence that COVID-19 can be transmitted through goods imported from other countries. We are not aware of any concerns related to COVID-19 from imported prescription products.

OptumRx is following CDC-recommended precautions in all of our pharmacy locations, including the use of gloves, hand-washing, and cleaning protocols.

Yes. Download the OptumRx mobile app by searching for OptumRx in the Apple App Store or Google Play. Sign in using your optumrx.com username and password to view and order your prescriptions, check order status and more. 

During the checkout process, you may change the shipping address and the credit card information we have on file for you. Or, you can also go to "My profile" > "Manage shipping and payments" (section) > "My addresses."

You can get an extra refill of your medication through home delivery or a retail pharmacy. Please go online to “My Prescriptions” at optumrx.com or call the number on the back of your ID card and use the IVR phone system to order the one-time supply. If you have auto-refills, please call the phone number on the back of your ID card and a customer service advocate will be happy to help you.

Any additional refills may not be covered by your pharmacy plan. This means you may be required to pay cash at the pharmacy if you try to fill multiple emergency prescriptions.

You can invite someone else to manage your account by signing in to your optumrx.com account and going to “My profile” > “Manage access” > “My caregiver access” > “Add a caregiver to manage my account.”

A caregiver can see information about you, including your prescriptions and credit card number. When you invite a caregiver to manage your account, OptumRx sends an access code to them, which they will use to accept your invitation.

For caregivers, if you are a member, you should select the “Member” link in the invitation. If you have an existing account, you will sign in and then accept the invitation. If you don’t have a member account, you will have to register before accepting the invitation. If you are not a member of OptumRx, you should select the “Non-member” link in the invitation email and then complete a special non-member caregiver registration. 

Check to see if your local pharmacy is open. Then ask if they have on-site pickup or delivery service.

Sign in to optumrx.com and use the “Pharmacy Locator” tool. Ask your local pharmacy if they have on-site pickup or delivery service. 

Sign in to optumrx.com and use the “Pharmacy Locator” tool. Your plan may also include home delivery through OptumRx.

You may be eligible for an early refill for maintenance medication. You must have refills remaining on file at your retail or home delivery pharmacy. 

Yes, but at this time we are experiencing larger than normal call volumes. You may have a longer than usual wait time. We encourage you to sign in to optumrx.com or use the mobile app to place home delivery order or track order status. If you still need to speak to us directly, please call the number on the back of your member ID card.

We have an Emotional Support Help Line for those with anxiety or stress about COVID-19. Call 1-866-342-6892, 24 hours a day, 7 days a week. It is open to all.