FAQ’s for Website
Q. I’m not familiar with Rx Outreach, how do I know it is a reputable business?
A. Rx Outreach is a non-profit, mail-order pharmacy that provides over 500 affordable medications to people in need. We have provided prescription medications to over 500,000 patients. Rx Outreach was a program that was developed by a subsidiary of Express Scripts, Inc. in 2004. In 2010, Express Scripts spun off Rx Outreach to be a stand-alone, charitable organization in order to improve access to prescription medicines for low-income, uninsured patients.
Q. Who qualifies for Rx Outreach?
A. Rx Outreach is available to individuals and families whose income is at or below 300% of the Federal Poverty Level. Please refer to the Eligibility Tab on the website.
Q. How can I find out which medications are available through your program?
A. For the most up-to-date drug list and administrative fees, view the list on our website under the Medications Tab. You may search by medication or sort the list by column.
Q. What if my medication is not on your list?
A. Rx Outreach offers over 500 medications to help you treat chronic health conditions. Take the Rx Outreach Medications Tab to your healthcare provider and see if there is another medication in that therapeutic category that is available through the Rx Outreach Program.
Q. Why should I order prescriptions by mail through the Rx Outreach program?
A. Rx Outreach provides affordable medications for people in need. Many of the medications on our program allow for a substantial savings over your local retail pharmacy cost. We save our patients millions of dollars annually. Mail order pharmacies also provide high quality service and dispensing accuracy due to the level of automation used in dispensing your prescription. Lastly, it is convenient to get your medications delivered right to your door.
Q. How many people are currently using the program?
A. Each year we serve tens of thousands of people. Rx Outreach has served more than 500,000 patients since its introduction.
Q. How can individuals enroll in Rx Outreach?
A. You may enroll online! Go to the Application Tab, click on the Apply Now button and simply enter the data in the appropriate fields, click submit, and your enrollment is complete!
You may also download an application from the website. Complete the simple one-page enrollment form, include your valid prescription and payment, and mail to:
St. Louis, MO 63166-6536
Q. Will my enrollment expire and I will have to reapply?
A. Enrollment in the Rx Outreach Program is valid for one year. At your one-year anniversary you will be required to re-enroll. To re-enroll, you will be asked to attest that your annual household income still falls within the current guidelines of the program.
Q. What documentation do you require to enroll in the program?
A. When you enroll, you are not required to submit any documentation verifying your income or to provide any other form of identification. Your signature on the application is attesting that the information you are providing is complete and accurate.
If you are ordering any of our controlled substances, you will be required to provide a copy of your photo ID (for example, a driver’s license or state ID card) AND a copy of your Social Security Card or Green Card (or a copy of your paystub or latest income tax form).
Q. Do I have to pay any enrollment, monthly or annual fee to participate in Rx Outreach?
A. There is no cost to enroll in Rx Outreach. There are no monthly or annual membership fees either. You just pay a small administrative fee for each prescription you order.
Q. May I transfer my prescriptions from another pharmacy to Rx Outreach?
A. Yes. Once you have been enrolled in the program you may transfer your prescriptions to Rx Outreach. Your prescriptions must have enough refills for a 90-day supply to be able to complete the transfer. Please call customer service at 800-769-3880 to request your transfer and to provide payment information.
Q. How long will it take to get medicine?
A. Once the application is approved and your prescription validated; your medication will be shipped to arrive in 10 to 14 days. Mail order programs are intended for drugs that you take over a long period of time, such as high blood pressure medication, diabetes medications and supplies, etc.
Q. If I have a prescription drug benefit can I still use Rx Outreach?
A. Yes. Even patients who are eligible for Medicare Part D can realize a savings when using the Rx Outreach Program, specifically when they reach the “donut hole”.
Q. What do I have to send in with my application?
A. Along with your completed application, you must submit a valid prescription for each medication that you want to receive through the program and your payment (check, money order, credit card information).
Q. If I enroll online, how do I send in my prescription and payment?
A. If you are using a credit card (credit card information was provided during the online enrollment), have your physician or healthcare provider fax your prescription to 1-800-875-6591. NOTE: FAXED PRESCRIPTIONS ARE ONLY ACCEPTED FROM A HEALTHCARE PROVIDER’S OFFICE/FACILITY.
If you are mailing in your prescription and/or payment, please make sure that your prescription(s) include your first and last name and two of the following items:
- Shipping address
- Date of Birth
- Social Security Number
Mail your information to:
St. Louis, MO 63166-6536
Q. If I am denied, may I appeal?
A. If your enrollment has been denied because your annual income does not meet the program requirements; you may appeal by submitting the following documents:
- Completed Application
- Proof of Annual Income
- Narrative explaining the reason for the appeal, i.e. excessive medical expenses
- Documentation supporting the narrative
Q. Why are you charging a fee for the medicines?
A. The fee covers the cost of filling the prescription, packing the medicines securely, and delivering them to the patient’s home or address of choice. It is important to sustain the program over the long term so that participants can count on the program being available well into the future.
Q. How do you ship the medication?
A. The majority of our medications and all diabetic supplies are shipped through USPS with delivery confirmation. Controlled substances ship via USPS first class with signature confirmation. You may also request that your shipment be expedited.
Q. May I have my order expedited?
A. You may request expedited shipping via FedEx for an additional fee. Fees are based on the weight and destination of the package. Please call customer service at 1-800-769-3880 for more information or to request an expedited shipment.
Q. Is it safe to get medicines through the mail?
A. Yes. Rx Outreach medications are filled at our St. Louis pharmacy by licensed pharmacists. We mail the prescriptions in a secure package to any address of your choice.
Q. What if my medication does not come in the mail or is lost?
A. All Rx Outreach prescriptions are mailed in a secure, non-descript package. If a prescription does not reach you in the initial shipment, please call 1-800-769-3880.
Q. What if I have a question about my order?
A. You are able to check the status of your order directly online. Log in to your account to view the status of all of your prescription orders. If you have additional questions about your order, please call us toll-free at 1-800-769-3880, Monday through Friday, 7 a.m. to 5:30 p.m. Central Time.
Q. What if I have a medical question about my medication?
A. A pharmacist is also available to answer questions about your medicine. Please call customer service at 1-800-769-3880 and request to speak with a pharmacist.
Q. Is there a simple way to track when it is time to refill my medication?
A. You will receive a Refill Reminder letter approximately 3 weeks prior to your medication running out. In order to make sure you do not have a lapse in your medication, please take action when you receive this letter.
If the prescription we have on file for you does not have any refills remaining, you will receive a Renewal Reminder letter. Please take this letter to your healthcare provider in order to have a new prescription written for your medication(s).
Q. How do I refill my medicine?
A. Refills may be requested through the website or by phone if you are using a credit card. To request a refill of your medication(s) online, select the Submit Online Refill icon on the home page, enter your information in all the appropriate fields including the prescription numbers for the medication(s) you wish to refill, click submit…your order will be processed in 48 hours.
If you wish to mail in your refill order, go to the Forms tab and select the Refill Form, print the form and complete it. Mail the completed form and payment to:
St. Louis, MO 63166-6536
Q. Where do you get your medicines?
A. All of our medications are FDA approved and directly supplied by either the pharmaceutical manufacturer or a recognized national drug wholesaler. All of our suppliers are licensed by the State of Missouri – a requirement of the Missouri Board of Pharmacy. Also, all prescriptions that are provided through Rx Outreach are verified filled by U.S. licensed pharmacists.
Q. When will I receive a response to my email or voicemail message?
A. Inquiries will be responded to within two business days.