Patients FAQs

Here are a few of the questions we get asked the most. If you don’t see what’s on your mind, please reach out to us any time. Just call our toll-free number at 1-855-847-3553.

A specialty pharmacy provides personalized medication management for chronic and serious conditions. Lumicera Health Services is dedicated to improving specialty pharmacy care, one patient at a time. We do this through clinical, financial and service excellence to optimize patient well-being. Since we know medications are often expensive and require specialized support and coordinated care, we provide you with caring and custom care management. We also coordinate with the prescribing physicians and other organizations involved in your care.

Our top priority is to make sure you know how to use your medicine. We’re with you every step of the way to help you monitor your specialty medication needs. We work closely with your doctor, and we walk you through any important information or side effects. We’ll send you reminders when it’s time to refill your prescription, and we deliver your medicine to you when and where you need it. Well-trained specialists and pharmacists are also available to answer your questions.

If we are not able to provide services through your insurance, we will forward the prescription to your preferred pharmacy.

The process is simple. Just call a Patient Care Specialist at 1-855-847-3553 to get started. Our clinical team will work with you and your prescriber to fill your prescription. Our team will call to verify your information and review medication details. We will also confirm the shipping address and delivery date and time.

Making sure you do not miss a dose is a high priority for us. We use experienced carriers to ensure safe and careful shipping to your home. We can also ship to your doctor’s office or clinical settings, where a health care professional can dispense the medication.

Our standard processing time is less than one business day. This does not include delivery time. If processing time takes longer, we will call and notify you about options, so you don’t go without your medication. A Patient Care Specialist will review your medication and shipping needs. The Specialist will coordinate the delivery date and timeframe that best meets your needs. Medications are sent using a variety of shipping methods depending on the requirements of the medication you are taking. Overnight priority is available or required for certain medications. Lumicera ships prescriptions Monday through Thursday for next day delivery.

We recommend that prescription delivery occurs during the week to guarantee delivery service. However, we can arrange for Saturday delivery when required. A Patient Care Specialist will review your medication and shipping needs. The Specialist will coordinate the delivery date and timeframe that best meets your needs.

No. There is no cost for shipping or handling your medications

We have two physical pharmacy locations. These locations are:

  • Phoenix, Arizona
  • Madison, Wisconsin

Since we ship all over the continental United States, all or part of your prescriptions may be sent to you from either location.

Our standard processing time is less than one business day. This does not include delivery time. If you need to find out the status of your prescription, please call us at 1-855-847-3553. A Patient Care Specialist will help you find out where your prescription is and when you will receive it.

We will contact you when you have seven days of your medication remaining. If you only have seven days remaining of your medication and you have not heard from us, call us at 1-855-847-3553. Please have your prescription number(s) ready to place your order. Please also inform the Specialist of any insurance changes, address changes or if you need to rush your order.

Lumicera specializes in providing drug treatment for chronic and serious conditions. For other medications that do not treat a chronic condition, we recommend you use your regular pharmacy. To help ensure successful care, it is helpful for us to know about all other medications you are taking. We also need to know about any changes to medications that you get at a regular pharmacy.

Please call Patient Care at 1-855-847-3553. We will work with you to get your prescription to you as quickly as possible.

A Patient Care Specialist will always contact you before shipment of medications to confirm the delivery date and approximate time of shipment. If you cannot accept the medication on the scheduled delivery date and/or time, you can talk to a Patient Care Specialist to confirm a safe place to leave the package. This allows you to easily retrieve the delivery safely and on time. The Patient Care Specialist will give you the option to require a signature for delivery. They will coordinate with you to schedule the most convenient delivery time to ensure your availability to sign for the prescription. If no one is available to accept the medication, it will be returned and re-shipped. We guarantee delivery and receipt by you or your representative. If you decline the signature required option, we cannot guarantee delivery and receipt.

Yes! We are here to help you. We provide helpful education about how to administrate self-injections. Patient Care Specialists are available at a dedicated toll-free number to review the injection process. Also, the medication is delivered with helpful information that offers guidance on administration. If you ever have questions about your care and treatment, you can consult with a Patient Care Specialist at 1-855-847-3553.

It is important that you learn the proper method for disposing of your medications. The U.S. Food and Drug Administration (FDA) provides up-to-date information in their online guide “Disposal of Unused Medicines: What You Should Know.” Please visit Safe Disposal of Medicines website to learn more.

If your reaction results in an emergency, call 911 immediately. If you have any other side effects, please call Patient Care at 1-855-847-3553. We will work with you and your doctor to determine the best options for you.

Prescription costs depend on your insurance. The cost may also vary depending on the quantity of medication. Your prescription will be filled for the medication quantity your prescriber indicated.

If you have Medicare Part D drug coverage, the cost of your prescription will change as you meet your deductible and initial copay, progress through the “donut hole” and reach total out-of-pocket expense. Our Patient Care Specialists can assist you in determining and understanding your options.

If you think your medication has been recalled, please call Patient Care at 1-855-847-3553. We will work with you and your doctor to determine the best options for you. When we become aware of a drug recall on your medication, we will contact you and your doctor as well.

We provide several options for you to pay for your medications. Your payment options include:

  • Visa
  • MasterCard
  • Personal check
  • Debit card

Lumicera provides convenient 24/7 access to help manage your care. Just call 1-855-847-3553. A Pharmacist-on-call is available for emergency assistance 24 hours a day, 7 days a week.

Please contact us as soon as possible at 1-855-847-3553. If you call after hours, please leave us a detailed message.

Your concerns may include:

  • Timeliness of delivery – We can send you the tracking number to check the status of your shipment by text message. We will also work with the shipping carrier on your behalf.
  • Condition of the prescription drug upon delivery
  • Failure to receive the proper prescription drug product or device

Please call 1-855-847-3553 and ask to speak to a supervisor. They will work with you to resolve your concern. If your concern is still not addressed, you may file a grievance or complaint with either of our accrediting organizations. Visit ACHC here and/or visit the National Association of Boards of Pharmacy Website here to contact your State’s Board of Pharmacy by phone.

Please follow the instructions on the grievance and patient concern form to submit your concern(s).

Our hours of operation are Monday – Thursday, 8 a.m. to 7 p.m. CST, and Friday, 8 a.m. to 6 p.m. CST. We are closed Saturdays, Sundays and most major holidays. An on-call pharmacist is available for emergency assistance 24 hours a day, 7 days a week. Just call 1-855-847-3553. You can also visit us on our website at www.lumicera.com.