Walgreens Specialty Pharmacy Service FAQs

What will change?

  1. Effective August 1, 2007, member prescriptions will be filled and shipped from Tempe, Arizona rather than Portland, Oregon.
  2. All reorder materials included in the new packages will contain Tempe mail-service information.
  3. For prescriptions refilled in Tempe for the first time, the prescription number will be different than the number previously assigned to the member’s prescription in Portland.
  4. Once a prescription is dispensed from Tempe, members seeking refills should choose the Tempe location and use their Tempe assigned prescription number.
  5. If healthcare providers wish to fax prescriptions, members can provide the office with the Tempe fax number: 800-332-9581.

What will stay the same?

  1. Patients can continue to contact the Walgreens Customer Care Center at 866-487-8744.
  2. The touch-tone number remains the same: 800- 797-3345 (English) and 800-778-5427 (Spanish).
  3. Online access remains the same at www.walgreensmail.com.
  4. The Portland facility will continue to dispense specialty medications.

Why are prescriptions moving to Tempe?

The Portland mail-service facility is now needed for the expansion of Walgreens’ West Coast specialty pharmacy business. Non-specialty prescriptions are being moved to Tempe because of the facility’s ability to provide the same superior service to our patients as the Portland facility.

Will it take longer for member prescriptions to be delivered?

No. Walgreens will maintain its 14-day turnaround time on mail orders. Turnaround time qualifies as the time between when a member mails an order and receives that order. If a member places an order via telephone or online, he or she should receive the order within seven to 10 days.

Will members receive an explanation regarding the change?

Yes, Walgreens will include an explanation in prescription packages shipped from Tempe.

When will members begin receiving orders from Tempe?

ODS member orders will start to ship from Tempe effective August 1st, 2007.

What happens if a healthcare provider faxes a new prescription to the Portland facility?

Portland staff members will continue to accept, scan and process provider-faxed prescriptions through the end of August. In September, Portland’s designated fax line numbers will be rerouted to Tempe, which will help ensure seamless customer service.

How long will Walgreens accept non-specialty prescriptions at the Portland facility after a plan's fulfillment in Tempe has occurred?

Once the transition has occurred, members will receive order forms with Tempe’s mail-in information along with their orders.

Will members' prescription numbers change?

Yes, new prescription numbers are required by Arizona pharmacy law.

Will member co-payments change?

No. Regardless of the mail facility’s location, the copayment structure will remain the same per a member’s plan parameters.

Will members need to send new prescriptions to another address?

Members who wish to fill/refill prescriptions via mail should send their information to

Walgreens Mail Service
P.O. 29061,
Phoenix, AZ 85038.

Healthcare providers who wish to fax prescriptions should fax them to 800-332-9581.

What if new prescriptions are mailed/faxed to the Portland facility after a plan transitioned to Tempe?

Any prescriptions received at the Portland facility will be redirected to the Tempe facility with no delay in processing time.

For more information, please contact your marketing service representative or account executive.

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