Ensuring Continued Access To Safe Medications During COVID-19 Pandemic

We are committed to the safety of our patients at all times. We are closely monitoring the Coronavirus (COVID-19) pandemic and following the guidelines of the Centers for Disease Control and Prevention (CDC) and local health departments.

Most importantly, all service teams across all lines of business as well as our Mail Order and Specialty Pharmacies are making sure you get the medication you need!

Important Update on Prior Authorization

In order to ensure that our patients have continued access to critical medications, we are extending prior authorization requirements for certain maintenance medications. Prior authorization is a process that requires your doctor to provide additional details about your treatment before the prescription can be dispensed. Typically, a prior authorization must be renewed annually. If you are taking a medication on an ongoing basis where prior authorization was required, and the approval is expiring, the need to renew that approval will be extended by 90 days. This process will remain in place until further notice. For patients with a new prescription that requires prior authorization before it can be dispensed, that process remains in place.

How to Ensure You Continue To Receive Your Medication/s Safely:

  • Refill online. Use your preferred pharmacy's website or phone number to refill prescriptions for retail and/or home delivery.
  • Use mail order. For current mail order patients, please log into the medtrakrx.com website and click on My Pharmacy Networks. Choose Mail Service Pharmacy.
  • Stay in your car. If you need to go to the retail pharmacy, use the drive through where available for convenience and social distancing.
  • Ask about home delivery. Your pharmacy may provide delivery to your home; there may be additional charges. Ask your pharmacy.
  • Running low? If you are concerned about running low on medication, ask your pharmacist about filling the medications you need.
  • Ask about 90-day prescription fills. If your plan allows you to fill a 90 day supply, ask your pharmacy to do so, or request your doctor send a mail order prescription for 90-days to be filled.
  • Approvals are still required. Some medications require prior authorization from your doctor. At this time, all existing prior authorization rules are still in place. If your plan sponsor opts to change these rules, we will implement them on a plan-by-plan basis.
  • Don’t worry. We are monitoring any drug shortages.
    • Mail order and specialty pharmacies have dramatically increased normal medication supply levels to ensure no interruption in therapy.

Members, Clients, Pharmacies And Providers Can Engage Customer Care Via:

  • Email
  • Phone
    • MedTrakRx Members: 800-771-4648
    • HospiceRx Customer Service: 855-661-5122
    • Plan Sponsors & Brokers/TPAs: 800-894-0794
  • Member Portals
    • medtrakrx.com
      • Find network pharmacy by zip code or city and state
      • Information and login for mail order pharmacy
      • View your prescription claims history and copay amounts
      • Find information on drug and health conditions
      • Search for drug prices and lower cost alternatives 
    • hospice-rx.com/
      • View and Manage rejections in real time
      • Admit / Discharge patients
      • Request consultations from a pharmacist
      • Manage patients, medications, diagnoses
      • Generate patient reviews and profiles
      • Check drug interactions, duplication of therapies, and medication warnings

What We Are Doing To Help You Stay Safe

  • Expanded on our already extraordinary measures to keep our facilities clean
  • Provided additional training to employees on cleaning workstations and recognizing symptoms of the virus
  • Implemented a company-wide work from home policy for non-service positions to help contain the spread of the virus
  • Increased our normal medication supply levels

We will continue to monitor this situation and implement any necessary measures to keep our employees safe and healthy so that they, in turn, can provide the best quality services to you.

Stay informed on Coronavirus (COVID-19)

While we’re concerned about the recent developments surrounding COVID-19 (coronavirus), we’re also confident that staying informed and hygienic are the best ways to protect yourself, your family and your community. Because the situation changes daily, we encourage you to routinely check this site for important health and safety updates.

Go to the CDC’s website for more ways to protect yourself and your loved ones. 

What you need to know about Coronavirus


What is coronavirus disease 2019 (COVID-19)?

Coronavirus is a respiratory illness that can spread from person to person. The virus that causes COVID-19 is a novel coronavirus that was first identified during an investigation into an outbreak in Wuhan, China.

How does COVID-19 spread?

The virus seems to be spreading from person to person. At this time, it’s unclear how easily or sustainably the virus is spreading between people. Learn more at https://www.cdc.gov/coronavirus/2019-ncov/about/transmission.html.  

Please note: By clicking the links above you are leaving the MedTrakRx website.

What are the symptoms of COVID-19?

Patients have experienced mild to severe respiratory illness with symptoms of fever, cough and/or shortness of breath.

fever          cough          shortness of breath

How to help prevent the spread of germs


Follow the CDC's helpful guide to protect yourself and your loved ones:


Avoid close contact with people who are sick.


Cover your cough or sneeze with a tissue, then throw the tissue in the trash.


Avoid touching your eyes, nose, and mouth.


Clean and disinfect frequently touched objects and surfaces.


Stay home when you are sick, except to get medical care.


Wash your hands often with soap and water for at least 20 seconds.


Please check back soon. We are actively gathering important information and answers to your questions regarding COVID-19.