Frequently Asked Questions

1How do I contact you?
Please call us at 1 (888) 666 4992 if you have any questions. Examples of assistance via VHPG’s toll free number include:
  • Urgent or Emergency /Disaster Assistance
  • Clinical Questions
  • Consumer advocacy support
  • Order status
2Hours of Operation
Monday - Friday 8:00 - 4:00 CST
  • Closed Saturday and Sundays
  • Closed all major Holidays
  • Pharmacist on Call for Emergencies - 24 hour coverage at (888) 666 4992
3How do I order a new prescription?
  • Your doctor can fax or electronically send a new prescription to us at: 615-259-7601.
  • Your provider may contact us at (888) 666 4992 at any time with questions regarding the submission of prescription.
  • VHPG can transfer your prescription from another pharmacy on your behalf. Contact the pharmacy at (888) 666 4992 and they will gather your prescription information necessary to transfer the prescription.
4How long does it take to receive my prescription?
  • Vanderbilt Health Pharmacy Group coordinates your prescription benefits with your insurance provider. The time to successfully process a prescription will be based on your insurance carrier’s specific plan guidelines and requirements.
  • Once insurance approval is in place, our standard prescription processing time at Vanderbilt Health pharmacy Group is normally less than 72 hours.
  • We ship packages via UPS home delivery. Overnight priority is our standard shipping option.
  • A Vanderbilt Health Pharmacy Group employee will call to schedule shipment of your prescription.
5How do I refill my prescription?
Vanderbilt Health Pharmacy Group will call to schedule your refill order a week before you run out of medication. If you would like to contact us to order your refill, you may contact us at (888) 666 4992. Please remember to always inform VHPG of any insurance changes, address changes or the need to expedite your order.
6How much will my prescription cost?
  • This will vary depending on your insurance. Depending on your specific insurance plan and benefit design, copayments for your prescription may fluctuate. A pharmacy representative will always advise you of your current medication copayment prior to scheduling an order.
  • If you are unable to afford out-of-pocket costs for your prescription, Vanderbilt Health Pharmacy Group will work to identify copay assistance, patient assistant programs, or other support and/or charity organizations to help you financially afford your treatment.
7How can I pay for my prescription order?
When scheduling the shipment for your order, the pharmacy representative will also coordinate payment for your medication. We accept MasterCard, Visa, Discover and American Express. We can also accept check payments. However, check payments must be received prior to shipment. Please do not mail cash as a form of payment.
8How does Vanderbilt Health Pharmacy Group handle drug substitutions?
Vanderbilt Health Pharmacy Group follows applicable laws and regulations, as well as prescriber instructions, with regards to drug substitutions. If a lower priced generic substitution is available for your medication and your provider agrees to the substitution, Vanderbilt Health Pharmacy Group will process your prescription using the generic substitution.
9How do I report a product safety issue?
Vanderbilt Health Pharmacy Group actively works to maintain patient safety and product integrity. Vanderbilt Health Pharmacy Group notifies applicable patients of product safety issues and/or recalls. For this reason, please inform us of any changes to your personal contact information. If you are concerned about the safety and/or integrity of your medication, please contact Vanderbilt Health Pharmacy Group at (888) 666 4992.
10Where can I get more information about privacy and accreditation?
We are accredited by the Utilization Review Accreditation Commission (URAC) and the Accreditation Commission for Health Care (ACHC).
11What are my rights and responsibilities as a patient?
Click here for our bill of rights and responsibilities.

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