Alliance Rx Customer Service — Expert Guide for Patients, Providers, and Pharmacies

Overview and Scope of Services

Alliance Rx (mail-order and specialty pharmacy operations) provides dispensing, clinical counseling, prior-authorization support, and manufacturer copay assistance coordination for complex therapies including oncology, rheumatology, multiple sclerosis, and rare disease medications. Typical services include 90-day mail-order fills, cold-chain / refrigerated shipping, clinical pharmacist consultations, and 24/7 on-call clinical triage for adverse events. For specialty prescriptions, pharmacies like Alliance Rx typically perform a clinical intake and benefits investigation within 24–48 hours of receipt and dispense within 3–10 business days once coverage and authorizations are secured.

From a performance perspective, specialty pharmacy customer service is measured on first-call resolution, prior authorization turnaround time, adherence counseling completion rates, and shipping accuracy. Industry benchmarks (2020–2024) that experienced specialty providers aim for are: first-call resolution 70–85%, prior-authorization initiation within 24 hours of intake, and on-time delivery for 95%+ of refrigerated shipments. These metrics directly affect therapy start times and patient outcomes.

How to Contact Customer Service and Typical Hours

Contact channels generally include a dedicated phone line for patients, a provider/facility fax number for prescriptions and prior authorizations, secure provider portals, and email/secure message platforms. Most specialty/mail-order centers operate extended phone hours (for example, Monday–Friday 8:00 a.m.–8:00 p.m. local time) with clinical on-call coverage evenings and weekends for urgent events. For non-urgent inquiries, secure portal messaging is preferred, as it provides an auditable record tied to the patient profile.

Because contact numbers, hours, and portal URLs can change, always verify the current phone number or web address on your prescription label, insurer portal, or official documentation. If you do not have immediate access to that documentation, have the patient’s full name, date of birth, last four digits of SSN or member ID, and the Rx number ready before calling to accelerate verification and resolution.

Information to Have Ready Before Calling

• Patient identifiers: full name, date of birth, member ID or last 4 SSN, shipping address (exact), and phone number.
• Prescription details: Rx number, medication name (generic and brand), dosage, quantity, prescriber name, NPI, clinic address, and date the prescription was written.
• Insurance/benefit information: primary and secondary payer names, BIN/PCR/PCN if available, group number, prior authorization reference (if already filed), and the copay amount being charged by the pharmacy.
• Clinical documents (if applicable): diagnosis code (ICD‑10), lab results, chart notes supporting medical necessity, and any manufacturer assistance forms.

Refills, Prior Authorizations, and Insurance Coordination

Prior authorization (PA) is the most common customer-service workload driver. A best-practice workflow is to initiate PA within 24 hours of receiving the prescription and to provide prescribers with a clear list of required clinical documentation. Typical PA timelines vary: urgent PAs can be processed within 72 hours; standard PAs often complete within 3–10 business days depending on insurer responsiveness and requirement for additional clinical documentation.

Copay and patient-assistance coordination are handled concurrently: pharmacy teams verify benefits, calculate the patient’s copay, and if the copay exceeds affordability thresholds (common thresholds: $50–$250/month depending on therapy), they will triage the case to financial assistance specialists. Manufacturer copay cards often reduce out-of-pocket to $0–$25 per fill for eligible patients; enrollment turnaround for these programs can range from same-day to 7–10 business days.

Shipping, Cold-Chain Handling, and Costs

Mail-order specialty pharmacies use temperature-controlled packaging and carrier partnerships to maintain integrity for refrigerated biologics and injectables. Common service levels are: standard ground (2–5 business days), 2‑day expedited, and overnight. For refrigerated items, guaranteed overnight or 2‑day delivery is often required to meet stability requirements. A signature requirement at delivery is common for high-cost therapies to prevent diversion.

Costs to the patient for shipping vary: many pharmacies include standard ground shipping at no additional charge for maintenance meds, while expedited shipping may incur fees typically ranging from $9.95 to $35.00 depending on carrier and speed. Patients should confirm shipping costs and insurance coverage before finalizing an order, and providers should note that same‑day or overnight shipping requests typically require pre-authorization and additional fees.

Escalation Paths, Complaint Resolution, and Sample Language

• Escalation steps: 1) Start with front-line customer service—provide Rx number and summary. 2) If unresolved in one call, request escalation to a specialty pharmacist or PA specialist. 3) If still unresolved after documented follow-up (48–72 hours), request a manager and ask for a written case summary and estimated resolution timeline. 4) If internal escalation fails, file a formal complaint with the pharmacy’s grievance process and copy the health plan case manager.
• Sample phrases for escalation: “I’m calling on behalf of [patient name, DOB] regarding Rx #XXXXX; we need a documented escalation to a clinical PA specialist because prior authorization is delaying therapy start beyond the clinically acceptable window. Please provide a manager name, direct contact, and an ETA for resolution.”

Performance Metrics, Privacy, and Regulatory Considerations

Quality and compliance are monitored through NPS/CSAT surveys, adherence measures (PDC/MPR), and accreditation standards (URAC, ACHC). Pharmacies must comply with HIPAA for protected health information, USP <797>/<800> for sterile/handling, and state board of pharmacy regulations for dispensing and counseling. Auditable logging of all calls, clinical notes, and consent for text/email communication is mandatory.

For prescribers and clinic staff, ensure all communications to the pharmacy use secure channels for PHI. Maintain documentation for denials and appeals: insurers typically allow 30–60 days to file appeals, and having a complete appeal packet (physician letter of medical necessity, supporting labs, and peer-reviewed literature) materially improves overturn rates.

Practical Tips for Providers and Patients

To minimize delays, send prescriptions electronically (e-prescribe) or via fax using the pharmacy’s secure fax number, include diagnosis codes and lab values, and copy manufacturer assistance forms when applicable. Track shipments and confirm delivery windows directly with the carrier; if a refrigerated shipment is delayed more than 6–8 hours beyond expected arrival, notify the pharmacy immediately to evaluate dose stability.

Finally, always verify official contact information on the prescription label, insurer portal, or the pharmacy’s official website. If you need assistance crafting an appeal or documentation checklist for a specific medication class, prepare the clinical history and reach out to the pharmacy’s PA team — they frequently offer template letters and expedited lanes for time-sensitive therapies.

Is AllianceRx part of Walgreens?

A subsidiary of Walgreen Co., AllianceRx Walgreens Pharmacy (AllianceRxWP.com) provides hope and care for better tomorrows to patients with rare diseases and chronic conditions by delivering medications from its specialty and home delivery pharmacies.

What is the new name for AllianceRx?

Walgreens Specialty Pharmacy
Why did AllianceRx change its name to Walgreens Specialty Pharmacy and Walgreens Mail Service? Walgreens Specialty Pharmacy and Walgreens Mail Service will be the new names for AllianceRx Walgreens Pharmacy and Walgreens community-based specialty pharmacies, effective August 1, 2024.

Who owns AllianceRx?

Prime Therapeutics Walgreens Boots Alliance (function(){
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AllianceRx Walgreens Prime/Parent organizations
In January, Walgreens announced its plan to purchase Prime Therapeutics’ interest in Alliance Rx Walgreens Prime, making them the sole owner of the company. As part of the agreement, effective June 2022, the company will be known as AllianceRx Walgreens Pharmacy.

What is AllianceRx Walgreens Prime?

AllianceRx Walgreens Prime, available to Blue Cross and Blue Shield of North Carolina (Blue Cross NC) members, delivers your maintenance or long-term medicines to you anywhere within the United States. No driving to the drug store. No waiting in line for your prescriptions to be filled.

Are Walgreens and Walgreens Specialty Pharmacy the same?

DEERFIELD, Ill. – AllianceRx Walgreens Pharmacy will become Walgreens Specialty Pharmacy effective Aug. 1, 2024, in a move that Walgreens says will expand care for patients with complex, chronic conditions.

How do I contact Customer Service at Walgreens?

Where can I find the contact information for Customer Service? To reach Customer Service about online related inquiries, please dial 1-877-250-5823 (available 24 hours). To call Customer Service about store related inquiries, please dial 1-800-WALGREENS (1-800-925-4733).