Frequently Asked Questions

Frequently Asked Questions

What is your 100% on-time guarantee?

We guarantee that you’ll receive the right medication: on time, every time. If we are ever responsible for any mistake in your medication delivery we will refund the cost of the medications in that shipment.

How much are my co-pays?

In most cases, your co-pay will stay the same as it is at your local retail pharmacy for a 30-day supply. If you are currently receiving your medication in 90-day supplies from your insurer or local retail pharmacy, you may pay a slightly more. Your co-pays are set by your insurance company and may vary based on certain factors, including where you fill medicines, if you have a deductible, and what kind of medication you’re receiving. Because of these different factors, we recommend that you call your insurance provider directly to get an accurate quote for your set of medications.

How do I speak to the pharmacist?

You can call us 24 hours a day, 7 days a week at 1-800-626-0563 or email us at info@universalmms.com. Our pharmacists are happy to help in any way they can.

Can my doctor send prescriptions directly to UMM?

Universal Medication Management contracts with full-service pharmacies, like your local retail pharmacy, so your doctor can send prescriptions to them at any time by E-script or fax. Have your doctor request Universal Medication Management in any fax or email.

Can medications that don't fit in the UMM Pill Box, like inhalers and creams, also be shipped?

Yes. We are a full-service pharmacy and can dispense inhalers and creams, as well as prescriptions, over-the-counter medications, and vitamins. Alerts can be set for those medications as well.

What about medications I only take sometimes, not every day?

“As-needed” medications (medications that you take only as needed rather than on a specific schedule) are dispensed in standard bubble packing rather than in the UMM Pill Box. If you find yourself taking an “as-needed” medication on a scheduled (regular) basis, your pharmacist can help you decide whether it might make sense to get a new prescription with scheduled directions or help you find a more appropriate daily medication.

Can I sign someone else up?

You can sign up the person you’re caring for via the normal sign-up page or by calling us at 1-800-626-0563. We happily support a caregiver managing a loved one’s account. Feel free to give us a call and we’ll help get you set up.

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Signing Up and Medication Management

Do I need to get all new prescriptions?

No. When you sign up for an account, the pharmacy assigned to you will confirm a transfer of your prescriptions with a call to your old pharmacy. If any of your prescriptions have no refills remaining, we will contact your prescriber(s) for a new prescription. Information retrieved from your former pharmacy includes: medication name, strength, directions for use, quantity, original refills, refills remaining, prescriber, first fill date, and last fill date. We will then be able to assess the best date to begin the Universal Medication Management System.

What happens if I get a new prescription?

If we get the prescription from your doctor before 3pm then your medications will be delivered that night. For more urgent matters call 1-800-626-0563.

What if my prescription has specific directions?

Universal Medication Management’s contracted pharmacies make it very easy to understand how each medication should be taken. Along with specific instructions our pharmacy labeling and pill identification system provides in-depth information on your medications.

What if I need an antibiotic?

We have the ability to deliver a medication same day, but for drugs that should start immediately, like an antibiotic, we recommend filling at a local retail pharmacy. If you’re not sure about the urgency of starting the medication, give us a call at 1-800-626-0563 and we can help.

What if I miss a dose?

If it’s close to the time you’re supposed to take the medication, you should take the medication as soon as you remember. If it’s closer to your next dose, you should skip it. For specific circumstances, please call your UMM pharmacist at 1-800-626-0563 or info@universalmms.com. We also recommend visiting the FDA’s website which talks about the safe disposal of medication.

What do I do if my doctor changes a dose?

Have your doctor send the new prescription to your assigned pharmacy (fax: 1-603-935-9108, phone: 1-855-745-5725, or e-scribe). Upon receipt of the new prescription, we will stop your old prescription and send you enough new medication to get you through until your next delivery day. If it’s not an urgent change, you can also decide to wait to start the medication until your next delivery arrives to decrease confusion.

Are you able to add vitamins to my UMM System?

Yes. We can include vitamins, supplements, and over-the-counter medications in your delivery in addition to prescriptions. Just let us know what you’d like us to add either during the signup process or from your account page.

Can you send insulin as well as supplies?

We can send insulin and needles for insulin pens. We ship overnight via UPS in temperature-controlled packaging. For test strips, we can bill insurance and mail them to you. We cannot do this for Medicare B patients.

How do you handle controlled drugs?

We can fill and include schedule III, IV, and V medications in UMM delivery. We do not fill schedule II prescriptions.

When are pharmacists available for consultation?

UMM pharmacists are available 24 hours a day, 7 days a week. Our normal business hours are Monday to Friday 8am – 8pm Pacific Standard Time. After normal business hours, a voicemail line is available for UMM customers and a pharmacist will return your call within 30 minutes. If you are experiencing a medical emergency, please contact your physician and immediately seek medical care.

Proactive Refill Management

How does Proactive Refill Management work?

Our Proactive Refill Management service means that you never have to worry about missing a medication. We contact your prescriber eight weeks before your last refill and take any necessary steps to get your new prescription in place. If a prescription needs a prior authorization, we work with your doctor and insurance company to make sure it goes through. In the event that your prescriber requires additional action on your behalf (such as an office visit or consultation) we will make that step as easy as possible by communicating clearly and consistently with you. We will never put the work of chasing refills on you – that is our responsibility as your pharmacy.

How do you contact my doctor?

For refill requests, we fax your prescriber based on the prescription that was written previously. If a fax number is unavailable, we will call your prescriber for this information.

What happens if I have prescriptions with different doctors?

We will contact the appropriate prescriber for each medication with applicable communication related to refills, questions, or concerns.

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Quality Control

How does the UMM System work?

We utilize a highly precise, automated dispensing system to sort and fill personalized medications separately for each customer. The dispensing system contains multiple barcode checks and each medication canister used is calibrated specifically for the drug dispensed from the canister. There is also a pharmacist who checks each step in the process to avoid any potential errors.

How do you check the UMM Pill Box before they get sent?

Each medication dispensed in the pharmacy is sent through an image recognition system that ensures the right pill is in the right pack. The system can detect dispensing accuracy by size, shape, color, and density of the pill(s) and catalogs an image of every single packet dispensed. In addition, each UMM Pill Box is checked by a pharmacist for accuracy prior to delivery.

What happens if I get a packet with an error?

Our 100% guarantee means that you’ll receive the right medications, on time, every time. If we are ever responsible for any mistake, we will fully refund the cost of the medications in the shipment.

What happens if my packet has been tampered with?

If you believe there is a chance your packet has been tampered with, you should contact us immediately, either by phone at 1-800-626-0563 or email at info@universalmms.com. In the event there has been tampering, we will work with you to quickly supply you with a replacement.

How do I know you're not going to make a mistake?

We have put in place very secure and stringent systems that have multiple pharmacist check-points. A pharmacist reviews every delivery.

How do I speak to the pharmacist?

You can call us 24 hours a day, 7 days a week at 1-800-626-0563 or email at info@universalmms.com. Our pharmacists are happy to help in any way they can.

Billing and Insurance

What insurance plans do you accept?

Our pharmacies accept most major insurance plans, including most forms of Medicare Part D. We are not currently compatible with Humana, Optum, or coverage provided by the United States Veterans Administration. To find out specifically if you will be able to fill your prescriptions with UMM we recommend contacting your plan provider directly.

How much does the UMM Pill Box cost?

There is no charge for UMM beyond standard 30-day co-pays. You receive a monthly billing statement that shows the cost of your medications, the amount that was covered by insurance, and the amount to be paid out-of-pocket. There are no shipping, handling, or extra fees associated with switching to UMM.

How do you get my insurance information?

When you sign up for an account, we’ll ask for some identifying information and the location of your current pharmacy. Once you confirm that you’d like to transfer your prescriptions, we will call your old pharmacy and make the switch. Typically we can also transfer all of your prescription insurance information. If there are any issues, we will contact you to work them out before starting your Universal Medication Management System.

What is my long-term commitment?

There is absolutely no long-term commitment with Universal Medication Management. If you are unhappy with the service, or would like to switch for any reason, we will help coordinate with your new pharmacy to transfer your prescriptions and information. We do require you to call to cancel, as we want to ensure you never miss your medication – but we respect your decisions as a customer and make it easy to move prescriptions whenever you choose.

How can I pay? Check, credit card, money order?

It’s easiest to pay by credit card and we typically auto-charge your card every 28 days for your co-pays and any charges for the non-prescription medications you may have ordered. If you cannot pay by credit card, please contact us at 1-800-626-0563 to make alternate arrangements.

How does billing work?

We charge your credit card every 28 to 30 days for medications shipped since your last billing statement. This statement includes co-pays for the prescription medications and any charges for non-prescription medications that you added to your order. Your monthly co-pay statement will usually be the same as at a retail pharmacy. You receive a notice one week before the charge posts so that you have time to review the statement and make any changes.

Do you offer discounts or financial assistance?

The best way to hear about promotions and discounts is to join our mailing list. If you have a specific circumstance where you need financial assistance, we’re happy to work with you – just send us an email: info@universalmms.com.

How do you charge for OTC meds, vitamins, and supplements?

UMM sources over-the-counter medications, vitamins, and supplements from similar suppliers as a local retail pharmacy. We follow these suppliers’ suggested retail pricing, which is usually very similar to the prices you would find at a retail pharmacy.

Do you dispense brand or generic medications?

Most pharmacy regulations allow either the patient or prescriber to request a brand name or generic medication. Unless specifically requested, we default to dispensing generic medications. If you’re a UMM customer and would like to request a brand name medication please call us 1-800-626-0563.

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Shipping

What is your 100% on-time guarantee?

We guarantee that you’ll receive the right medications: on time, every time. If we are ever responsible for any mistake we will fully refund the cost of the medications in the shipment.

How can I change my address?

You can change your address by logging into your account and clicking your name in the upper right-hand corner. Alternatively, you can call us at 1-800-626-0563 or send us an email at info@universalmms.com with your new address.

What do you do if I go away or on vacation?

Just let us know what dates you’ll be gone and we will coordinate with your insurance company (if necessary) to provide you with a sufficient supply of medication to last throughout your trip. If preferable, we are also able to ship your medications to an alternative address, provided we are licensed in the state you will be visiting. Please see our availability list for details.

How often do you ship?

We ship you a new UMM medication delivery every 14 or 30 days as well as any non-emergency, as-needed meds, inhalers, or creams that were requested since the last shipment.

Can you do an emergency delivery?

We have the ability to deliver a medication 24/7, but for drugs that should start immediately, like an antibiotic, we recommend filling at a local retail pharmacy. If you’re not sure about the urgency of starting the medication, give us a call at 1-800-626-0563 and we can help. We are also happy to arrange the pick up with a local retail pharmacy.

What happens if I need an antibiotic right away?

If you’re not sure about the urgency of starting a particular medication, give us a call at 1-800-626-0563 and we can help. We are also happy to arrange the pick up with a local retail pharmacy.

Is it safe to ship medication?

Yes, we ship each UMM shipment by delivery courier. Your medication shipment comes in a small box that does not have any pharmacy markings to protect your privacy and security. We also use tamper evident tape to seal the box as an added security feature. Once the package is sent, a tracking number is created so you can track its current location and expected delivery date. We ship medicines a week before you need them in case there are any delays or problems with mailing. We proactively track and monitor your shipment so it always arrives on time. We have policies and procedures in place in the event someone’s medicine is lost in the mail. If that were to happen, we would overnight a replacement at no charge to you. We would then immediately be on the phone with UPS to locate the lost package. Learn more about our 100% on-time guarantee.

Where are your contracted pharmacies?

MedicoRX Specialty Pharmacy – Van Nuys, CA

Mel Rich Pharmacy – Santa Ana, CA

Can you deliver to my area?

Yes, we deliver to Ventura County, Los Angeles, Orange County, Riverside and San Bernardino Counties. We are in the process of expanding our Pharmacy reach. We would be happy to send you an email when UMM is available in your state/county. Please create an account with your mailing address and we’ll be in touch.

Privacy and Security

Is UMM child safe?

Your Universal Medication Management Device is not child safe and must remain out of the reach of children.

Is my account secure?

We operate with state-of-the-art security features and are fully HIPAA compliant. For a more detailed look into our privacy policy please click here.

Do you share my information?

We will never share your information with anyone. For a more detailed look into our privacy policy please click here.

How do you get my prescriptions and personal information?

The majority of the personal information we have is provided directly by you during the signup process. Once you sign up, we retrieve additional information from your former pharmacy including: medication name, strength, directions for use, quantity, original refills, refills remaining, prescriber, first fill date, and last fill date. This allows us to know when you will run out of your current medications and allows us to work with you to find an ideal start date for your first UMM delivery.

How do you use my information?

We use your personal information for the sole purpose of providing you with the best pharmacy care and service we can. For a more detailed look into our privacy policy click here.

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