You will know when your prescription is ready through your pharmacy. They will notify you typically through text message, phone call, email, or their mobile app. Pharmacies can usually have most of your prescriptions ready for pickup within 24 hours of receiving the prescription from Visana.
If you haven't received notification within 1-2 business days, call your pharmacy directly to check the status. Have ready: your name, date of birth, and medication name.
Common reasons for delays:
Prior authorization required (takes 3-5 business days, up to 2 weeks)
Insurance verification issues
Prescription sent to wrong pharmacy
Medication out of stock
If your pharmacy says they haven't received your prescription after 24 hours, contact Visana with the pharmacy's name and location so we can resend it.
If your prescription went to the wrong pharmacy, you can either ask that pharmacy to transfer it to your preferred location, or contact your care coordinator to have it resent to the correct pharmacy.
For insurance denials or prior authorization issues, contact your care coordinator immediately with the specific denial reason. They can help submit prior authorization or explore covered alternatives.