WellDyne Prescription Delivery

Getting started

To begin filling prescriptions through WellDyne, head to healthpartners.com and sign in (or create an account, if you don't already have one) OR wellview.welldyne.com and create an account, then follow the steps listed below. If you have a HealthPartners account, I've been told by WellDyne employees that using it to access the WellDyne portal is preferred, since this makes it more likely that prescriptions sent to WellDyne on your behalf will matched with the correct profile in the HealthPartners system. However, I've been successful using both methods with my HealthPartners patients, so unless you've confirmed that WellDyne is accessible through an already existing health insurance portal that you have, I think going directly to WellDyne's website is just fine (my experience using WellDyne has only been with HealthPartners patients because this is the common situation where I live, but as a PBM, it's likely that they serve other health plans).

WellDyne also owns a specialty pharmacy by the same name that only fills "specialty" medications (for more info about how specialty pharmacies differ from traditional mail order pharmacies, click here). I don't yet have personal experience working with them nor do I know any patients who have, so I can't speak to how their service and workflow might differ from the traditional WellDyne mail order pharmacy. To visit WellDyne Specialty Pharmacy's website, click here.

01

If using the HealthPartners website to access WellDyne's portal, once logged in click on My plan (in the main navigation bar) → Pharmacy (in the purple secondary navigation bar) → Refill with WellDyne pharmacy (in the "Refill a prescription" box on the right hand side of the screen).

If you don't have HealthPartners insurance and have confirmed you CANNOT access WellDyne via your own insurance plan's portal (if you have an account you can login to), I recommend going to the WellDyne website directly. Once there, click on the blue Don't have an account? Register Now button.

Regardless of how you got there, once you're in the WellDyne portal enter your personal and health plan information to create an account.

Note that you CANNOT use HealthPartners login credentials to login on WellDyne's site—it won't work, as their systems are not connected in that way. You either have to access WellDyne through your HealthPartners account OR use WellDyne-specific login credentials directly on the WellDyne site.

I've found that, for some patients, any one of the following account creation steps might require clicking Save Changes multiple times (and possibly having to reenter your information as well) before you’ll finally be led to your WellDyne account’s dashboard. The only workaround around I've found is really to work through and keep trying to save your details until the site responds. So, if it’s giving you trouble, just stick with it!

02

Once logged in, click on My Account in the upper right hand corner to update the settings listed below.

Communication Settings: Here you can select how you’d like to receive notifications (text, email, and/or phone).

By default, you will be set to participate in WellConnect, WellDyne’s member engagement text messaging tool. According to WellDyne, WellConnect is "a secure text messaging system that helps you understand your prescriptions, find low cost medications, and get tips to stay as healthy as possible. WellConnect delivers timely health and prescription information right to your phone." Personally, I don't have any experience using it, since WellDyne only allows patients to have one phone number on their profile and, in that situation, I prefer it not to be mine. However, if you're a texter, I'd recommend enrolling in this program and seeing what you think, then unenrolling if it doesn't work for you (I say this because, in my opinion, WellDyne's email notifications aren't great, so there's a possibility that this form of notification from them is better).

Based on my experience thus far, WellDyne sends the following types of notifications via email, if you have email notifications turned on (as someone who doesn't have experience using them, I can't speak to the nature of their text notifications).

New prescription ready for refill | NO (for this reason, I check patients' accounts daily after requesting a prescription from their clinic)

Refill reminders | YES

Prescription out of refills or expiring soon | YES

Order placed | NO

Refill too soon | NO

Pharmacy hasn't heard back from your provider (e.g., about a new prescription or information they need before filling your prescription) | YES

Order processing | NO

Order shipped | YES

Shipment out for delivery | YES (in my experience, only in situations when a previous notification was sent about the shipment being delayed)

Shipment delivered | YES

Secure message (that you sent them) received | N/A

Response to secure message available | N/A

Prior Authorization (PA) decisions | NO

Payment method expiring soon | YES

Shipping Info: Here you’ll enter (or confirm) the address(es) where you’d like your prescriptions to be shipped.

Payment Info: Here you’ll enter details for the card(s) you’d like to use to pay for your medication(s). As with any online ordering system, I recommend using a credit card in case there is ever a fraudulent transaction (versus a debit card, which doesn’t offer the same fraud protections).

Health Information: Here you can update your drug allergies and health conditions, if needed.

Authorization Management: Here is where you can upload authorization forms allowing someone else to contact WellDyne on your behalf. To access their Protected Health Information Form, click on Forms in the top right corner of the page and you’ll find navy blue links for the English and Spanish versions of this form. Once you download and complete this form by typing into it or printing, signing, and scanning it, you can upload it under this setting.

Note that completed authorization forms are NOT listed in your account after being uploaded or processed by WellDyne. For this reason, I always note on what date I uploaded the form and the date it will expire (if not otherwise noted, one year from the date it's signed) so that I know when I need to re-upload a new form (and can also confirm with WellDyne personnel if they claim I'm not someone's authorized representative).

03

Now that your mail order account is set up, contact your healthcare provider(s) to request that they send a new prescription order directly to the WellDyne mail order pharmacy.

If you take multiple medications that are prescribed by more than one provider, you’ll need to reach out to each of them separately. If they ask why your prescription(s) can’t be transferred from your current pharmacy, inform them that traditional mail order services aren't willing to contact other pharmacies for prescription transfers (many clinics are not aware of this). If they ask, you can provide them with the following prescribing information:

ePrescribe: WellDyne Home Delivery
Phone number for calling in prescriptions: (800) 591-0011
Fax number for faxing in prescriptions: (888) 830-3608
Address: P.O. Box 90369, Lakeland, FL 33804

I recommend that you request they send a 90-day / 3-month supply prescription, unless there is a reason that you’d like a lower quantity filled each time you order. Filling 3 months’ worth is appropriate for many medications and usually more convenient (of note, many independent pharmacies will only fill monthly supplies of expensive brand name medications because they lose even more money when filling larger quantities of these kinds of drugs). Additionally, it's often the most cost-effective option when filling with a mail order pharmacy (sometimes, they will even offer patients a free copay, giving you 3 months of medication for the price of 2 months’ worth).

Certain medications used on a weekly basis, such as injectables like Ozempic and Praluent, are often prescribed in a days’ supply that is divisible by 7 (e.g., an 84-day supply instead of a 90-day supply for 3 months of medication).

If your provider sends a prescription for the wrong days' supply (e.g., 30 days instead of 90 days), you'll likely need to have them re-send a corrected prescription. Unfortunately, traditional mail order pharmacies aren't usually willing to adjust the days' supply from how the prescription is written, even if it's possible and medically appropriate.

04

Once your provider sends a new prescription and that prescription has been received by WellDyne, the mail order pharmacy will begin processing your refill (or first fill, if this is a new medication for you) immediately without asking for your consent or notifying you (via email, at least). For this reason, it's best to login to your account daily so that you can ensure they end up processing an order for the correct medication, dose, and days' supply (and provide consent for them to begin filling the prescription, if needed).

If you prefer, you can call WellDyne and request that they add a note to your account to “profile all new prescriptions”—this means they’ll give you a call before filling any new prescriptions for you for the first time, which can help prevent you being sent things you don’t need or can’t afford.

New prescriptions might not display information like the prescriber, number of refills, quantity, and days' supply of a prescription right away. If this is the case, to ensure your provider sent a prescription for the correct dose and days' supply, I recommend confirming this information by calling WellDyne directly.

If it's too soon to refill your medication, WellDyne will automatically put your order on hold and schedule it to begin processing on the earliest date when it can be billed to your insurance plan. In my experience, this has never been communicated via email (I'm unsure about text notifications), which is why I recommend checking your WellDyne account daily when you're expecting a prescription to begin processing for you (and know that, if you notice it's been a few days and you haven't received a shipping confirmation, this might be why!).

Your active prescription(s) will be listed in order of their status (e.g., "No Action Required," "Ready to Refill") on the homepage as well as under Prescriptions in the main navigation bar. Unlike the other mail order pharmacies owned by PBMs, I've never seen WellDyne display prescriptions that they've never processed for a patient as a way to encourage patients to move them to mail order (i.e., all of the medications listed are ones that WellDyne actually has/had a prescription for). However, this may because I've exclusively worked with WellDyne on behalf of HealthPartners patients, whose PBM is actually MedImpact, not WellDyne (a great example of the extremely convoluted nature of the PBM industry: HealthPartners' PBM has its own mail order pharmacy, but for unknown reasons they use the mail order services of a different PBM for its members... Makes you wonder why, right?). So, if you use WellDyne mail order but have a health plan (not HealthPartners) that also uses WellDyne as its PBM (and, therefore, they would have your prescription claims information), it's possible that they would display "placeholder" medications like other mail order services commonly do. Check out the corresponding bullet in the cheat sheet for CVS Caremark, Express Scripts, or OptumRx for information about what this might look like.

Refills

For future refills, you’ll place your order by clicking on the green Refill now button next to any prescription that has the green "Ready to Refill" status. For prescriptions that are out of refills or expired, the button will say Renew instead.

Moving forward, I recommend submitting refill requests 2 weeks before you're going to run out of medication (3 weeks if your prescription is out of refills or expired). This will give WellDyne plenty of time to bill your insurance and resolve any issues before shipping your medication to you. Don’t worry about submitting a refill request too early—if it’s too soon to fill per your insurance, WellDyne will set your order to begin processing as soon as your insurance allows.

If your medication has a Prior Authorization (PA), it's helpful to note the PA's expiration date, since the PA expiring can also serve as a time-consuming hoop to jump through prior to the pharmacy being able to refill your medication. If you don't know the expiration date, you can confirm this by calling WellDyne or your insurance plan using the number listed on your insurance or pharmacy benefit card (whoever is easiest to get on the phone).
- As mentioned above, WellDyne does NOT notify patients via email about PA decisions and also provides mail order services in some situations when they are NOT a health plan's PBM (and, therefore, don't handle your PA decisions). So, if you're a patient in this situation and you know this process is ongoing (i.e., WellDyne is waiting for a PA to be approved before they can fill your prescription) and there appears to be a delay, make sure that (1) WellDyne sent a PA request to your clinic, (2) that your clinic followed up on it, and (3) that your insurance company is still working on their decision. Additionally, the only way for WellDyne to know if the PA has been approved or denied (if they're not your plan's PBM, as is the case with HealthPartners patients) is to try running a claim and seeing if it goes through; for this reason, if you're notified by your insurance company (usually via letter) or clinic that the PA was approved, give WellDyne a call to let them know so that they can continue filling your prescription. Of note, this process may be simpler for those whom WellDyne is both their mail order pharmacy AND the PBM for their plan, since they'd be the ones making PA decisions.

When you need a refill of a prescription that is now out of refills or expired, you'll follow the same process described above by clicking on the green Renew button next to that medication's status on your homepage and adding it to your cart. Unlike other mail order services, who commonly don't let patients order these kinds of prescriptions online, I've had ok luck filling prescriptions this way via WellDyne; however, it's still, unfortunately, common for clinics NOT to follow up on pharmacies' requests for a new prescription. If they haven't heard from your clinic within a few days of you placing the order, WellDyne will notify you via email (if you have these notifications turned on), at which point you should contact your clinic directly to ask that they follow up on WellDyne's request for a new prescription.

I DO NOT recommend placing any prescription on autofill (i.e., it being filled regularly and automatically without your consent). Once medications are shipped to a patient from a mail order pharmacy, they are non-returnable and non-refundable, with few exceptions (the only situation I've encountered where a return was accepted was when the mail order pharmacy made a mistake). To avoid receiving medication that you don’t need, use tools like calendar reminders to keep track of when it’s time to order your next refill. Yes, it's tedious, but it will save you from receiving medication you don't need and/or can't afford.
- Per Medicare law, patients with Medicare insurance are not allowed to autofill medications, as it can lead to a wasteful accumulation of medication that patients don't need, but Medicare still paid for. In my experience, most mail order pharmacies still display this as an option in Medicare patients' accounts; however, WellDyne does appear to have this setting disabled for all of the Medicare patients I've worked with.

Tips for working with WellDyne

Their website commonly experiences technical glitches. In my experience, this has included a blank screen or error message upon logging into your account or a blank screen once you're logged in. If refreshing the page, clearing your browser cache and cookies, or using an incognito window doesn't fix the issue, I usually just plan to try again later (if it's not urgent) or give them a call (if it's urgent).

Since WellDyne doesn't offer secure messaging and their website's interface is very simple (i.e., there's not a whole lot you can do with it), calling them is my go-to way to get a hold of them and handle problem solving. Personally, I've found that I always reach an operator almost immediately.

When calling WellDyne for assistance with a prescription order (use the number listed in your WellDyne account under Contact), saying that you want to “speak with an operator” will help you get connected to a human being.
- If you have HealthPartners insurance, you'll first have to interact with their virtual assistant, Rosa. Be aware that Rosa CANNOT be interrupted—if you say or enter information before she's done speaking, you'll have to do it again.

If you're having technical difficulties, call WellDyne's IT team at (888) 479-2000 (TTY: (800) 900-6570).

According to my patients' WellDyne accounts, you can email WellDyne for support at MemberServices@welldynerx.com, but I've personally had very poor luck with this the few times I've tried emailing them—I've either received an unhelpful response, a helpful response but delayed to a point that I'd already followed up via phone, or not received a response at all. For this reason, I DO NOT recommend communicating with them via email (or, if you do so, make sure to follow up via phone if you don't hear back, and don't use this method for urgent requests).

WellDyne offers several speeds at which your prescriptions to be delivered. Standard shipping is free (including for medications with specific shipping guidelines set by the manufacturer, such as refrigerated items that must be shipped next-day), but shipping may be expedited on any prescription order, per your request. However, keep in mind that shipments only move on the “business days” of Monday through Friday (sometimes Saturday) and upgrading your delivery method does NOT speed up the processing of your prescription orders while they're still moving through the WellDyne mail order facility.

If you’re having trouble adding your credit or debit card information to your account, you can call WellDyne directly and easily add your payment information using their automated system. When prompted, use your dial pad to type in your card number and expiration date (2-digit month, 4-digit year). To confirm your card was added to your account, login and check under Account Settings → Payment Info.

WellDyne has a smartphone app (called "WellView") available for free for both iOS and android devices. Personally, I've never tried using the app, but I wouldn't be surprised if their website is easier is to use.

In case it's helpful, click here for a PDF of FAQs prepared by WellDyne (published in 2022, which is the most recent I can find).