VIVOHealth App FAQs

Why VIVOHealth Pharmacy App?

1. What is the VIVOHealth Pharmacy App?
   The VIVOHealth Pharmacy App is your secure, intuitive digital companion for managing medications through VIVOHealth Pharmacy. It puts prescription management, refills, and support at your fingertips—anytime, anywhere.
   
   
2. Why do I need the VIVOHealth Pharmacy App?
   The VIVOHealth Pharmacy App is accessible via the web and phone and is designed to make managing your prescriptions as simple and convenient as possible. It brings essential pharmacy services directly to you, offering:

• • Effortless refills & transfers: Quickly request refills for yourself and family and easily transfer existing prescriptions to VIVOHealth Pharmacy.
  • Flexible pickup & delivery options: Choose the most convenient way to receive your medications, with options for pickup or delivery.
  • Benefits management, estimated copays, & easy payments: View estimated copays, manage insurance details, and pay using your preferred, secure payment method.
  • Stay connected & informed: Receive timely notifications about your prescription status and track your orders every step of the way.

Account and Security

1. I already have a MyNorthwell account. Do I need to create a VIVOHealth Pharmacy account?
   No, you do not need to create a new account! You can conveniently use your existing MyNorthwell username and password to log in to the VIVOHealth Pharmacy App.
   
   
2. What if I forget my VIVOHealth username or password?
   Your VIVOHealth and MyNorthwell accounts use the same password. Resetting or changing your password in one will automatically update it for the other.

You can tap "Forgot your login information?" On your login page or navigate to your Account Settings within the VIVOHealth Pharmacy App and select "Change Password."

Profile

1. How can I update my personal information (like allergies, health conditions or preferred language) and contact information?
   For personal information (allergies, health conditions, or preferred language): For your safety and accuracy, you cannot update health details like allergies or medical conditions directly in the app. Please call VIVOHealth Pharmacy during regular business hours at 833-VIVO-TEK (833-848-6835) and our team will help update your records.
   
   For contact information (phone, email): You can easily update your contact details right in the VIVOHealth Pharmacy App:
   
   1. From the main menu, navigate to 'Profile' and select 'Patient Profile'.
   2. Select 'Update Information' under the Contact Information section.
   3. Update information and tap the purple button to save details.

My Benefits

1. I  uploaded  my  benefits  cards,  but  I’m  not  seeing  it  in  the  app.
   You will not see your benefits info in the app immediately. Rest assured the pharmacy team has your benefits info and will use it to process your prescriptions. Please check your profile again after 24 hours or contact our Help Desk at 833-VIVO-TEK (833-848-6835) and our team will assist you in updating your benefits information.
   
   
2. How do I add, or remove my benefits card(s) in the app?
   1. From the main menu or profile, navigate to 'My Benefits'.
   2. Select Add New Card
   3. You will be able to add a new card manually or by uploading an image
      1. Manually: Select option to add details manually and enter your coverage and cardholder information and save.
      2. Upload photo: Select option to take or upload a photo. Take photo or upload photos from device for the front and back of your card as instructed and save.

My Addresses

1. There are three different address types available in the app. What are the differences between them, and which should I be using?
   The VIVOHealth Pharmacy App provides flexible options for managing where your medications are delivered, ensuring they reach you reliably regardless of your circumstances.
   
   We offer several address types to suit your needs:
   1. Home address: This is your primary, permanent physical residence, typically your default.
      
      
   2. Delivery address: A designated default delivery address specifically for your prescription orders, which could be your home, workplace, or another consistent location.
      
      Please note that you may not see changes to your delivery address immediately. Rest assured the pharmacy team has your info and will use it to process your prescriptions.
      Check your profile again after 24 hours or contact our help team for further assistance.
      
      
   3. Temporary address: Ideal for when you're traveling or staying at a different location for a specific period. You need to specify start and end dates for when this address should be active.
      
      Please note: After the last day of your specified temporary address, your delivery preference will automatically revert to your home address.
      
      
   4. Single-Use address: An address you provide for a single specific delivery only. This address will not be saved to your profile for future use and can be added to the cart summary page when you finalize your order.
      
      
2. Can I change my delivery address after I've placed a prescription order through the app?
   Once your prescription order is placed, the delivery address cannot be modified directly within the app. Should you need to make a change, please call VIVOHealth Pharmacy right away at 855-VIVO-PHR (855-848-6747). Our team is ready to assist you.

My Payments

1. What payment options are available through the VIVOHealth Pharmacy App? We offer multiple flexible and secure ways to manage your payments for prescriptions:
   1. Credit card: We accept Visa, Mastercard, American Express, Discover, JCB, and Diners Club. When you select this payment option, your card will be charged the estimated copay at checkout. In some cases, the final copay may vary slightly depending on your prescription or insurance coverage.
      We do not currently accept Apple Pay or Google Pay.
   2. Link to pay: Choose this option if you wish to see the final copay before payment. We’ll send you a text or email with a secure payment link and final copay. Fast action on your part means you get your meds on time!
   3. Use my card on file with the pharmacy: Different from saving a card in the app, choose this option if you already have a payment card on file with the pharmacy. We’ll charge the final copay up to the amount you’ve authorized. We’ll contact you if it’s higher.
   4. Call me for payment: Select this option and we'll call with your copay. Then, choose to save your card with us at the pharmacy or make a one-time payment.
      
      
2. What if the actual cost of my prescription differs from the estimated amount shown in the app? Will I be charged a higher amount without prior notification?
   Your estimated copay in the VIVOHealth Pharmacy App is based on the copay of your last fill for each medication. During the checkout process you have the option to authorize a small increased amount (25% of the estimated copay) if the copay changes once the prescription is processed through your insurance. If the final cost of your prescription is higher than the amount which you authorized, the pharmacy will always contact you before any charge is made. This policy guarantees you'll never be charged more than expected without your prior consent.
   
   For New Prescriptions: We don't have a copay estimate until new prescriptions are processed through insurance. This authorization allows us to charge up to $20.
   
   Zero Dollar Copays: Sometimes, medications that were a $0 copay may now be different. This authorization lets us apply charges up to $10.
   
   
3. Why does my payment still appear 'pending' after I've submitted it?
   Payment confirmations may take a little time to display in the app while your payment is being securely processed. This is normal.
   
   If you see the charge on your card or bank statement, your payment likely went through, and the pharmacy has received it—even if the app hasn’t updated yet.
   
   Try refreshing the app or signing out and back in to see the latest status.
   
   If you have any concerns regarding the status of your payment—please contact our support team at 855-VIVO-PHR (855-848-6747) with your order details. We’ll be happy to confirm your payment and make sure everything is up to date.

Medications & Prescriptions

1. General
   
   1. How can I cancel a prescription order placed through the app?
      If a prescription shows the status of “Fill in Progress”, you can request to cancel the order by calling your VIVOHealth Pharmacy at 855-VIVO-PHR or use the secure Message Center within the app as soon as possible.
      
      
   2. What should I do if I have questions or concerns about the medication I have received?
      If you have any questions or concerns about a medication you've received, we encourage you to reach out to our expert care team. You can:
      1. Call your VIVOHealth Pharmacy at 855-VIVO-PHR (855-848-6747) directly for immediate assistance from 8 AM to 6 PM.   
      2. Use the secure Message Center within the VIVOHealth Pharmacy App to send a message to our pharmacists.
         
         Please call 911 if you have an emergency.
         
         
      3. Why can't I see or take action on a specific prescription in the app?
         There are several important reasons why a prescription might not be visible or actionable, all designed to ensure your safety and efficient medication management:
         1. Currently being processed or ready: If our pharmacy team is already actively working on filling your prescription, or if it's ready for pickup or delivery, the option to request a refill or take new action will be temporarily disabled in the app. This prevents duplicate orders and ensures smooth processing.
         2. Awaiting pharmacy review: A new prescription sent from your provider may still be in queue for review and processing by our dedicated pharmacy team and may not yet be visible for you in the app yet.
         3. Out of refills: The prescription may have reached its maximum number of authorized refills. You'll need a new prescription from your doctor.
         4. Too soon to refill: If you've recently filled your prescription, the system will prevent an early refill request. If you need your refill early - for example, you might be going away on an extended vacation - please message us in the app or call us at 855-VIVO-PHR (855-848-6747) for assistance.
         5. Requires prior authorization or clarification: Your insurance may require additional information, or our pharmacist may need to contact your healthcare provider for clarification.
         6. Transfer pending: If the prescription is in the process of being transferred to or from another pharmacy, its status might be temporarily inactive in our system.
            
            
2. Refill
   1. How can I refill my medication?
      Refilling your prescriptions with VIVOHealth Pharmacy is a simple and convenient process.
      1. Navigate to the 'My Prescriptions' screen and select the checkbox next to the prescriptions you wish to order.
      2. Add selected prescriptions to the cart, review the items, and continue to Address & Payment.
      3. Select your preferred fulfillment method (e.g., delivery or pickup), desired delivery or pickup date, if applicable, and confirm or update the delivery address for each medication. Note that some of our locations do not offer in-store pickup.
      4. Select or add your desired payment method.
      5. Review the cart summary details, ensuring your delivery address and all order information is correct and tap Place Order.
         
         
   2. I'm out of refills. How can I request a new prescription from my provider through the app?
      If your prescription has zero refills remaining, you can send a message through the app, requesting the pharmacy to contact your provider for a new prescription. Or, you can call us at 855-VIVO-PHR (855-8484-6747) for assistance.
      
      
3. Manage Auto Refill
   Our auto refill service is designed to simplify your medication management, ensuring your eligible, ongoing prescriptions are refilled and delivered automatically to help you stay on schedule.
   
   
   1. Auto Refill made simple: Once activated for an eligible medication, your prescription will be automatically refilled and shipped to your designated delivery address. If you don’t have a payment card on file at the pharmacy, we will call you and securely enter your payment details in our pharmacy payment system.
   2. Complete control & easy cancellation: You have full control over your auto refill subscriptions. You can easily cancel the auto-refill service for any medication directly within the app at any time!
   3. Seamless payment: For auto-refill prescriptions, the payment will be automatically processed using the payment method you had on file at the time of enrollment.
   4. Can I change my delivery address for a medication enrolled in auto refill?
      At the time of enrollment, you will provide the address you wish to have your medication delivered to on a reoccurring basis. If you need to change this address at any point, please message us in the app or call the pharmacy at 855-VIVO-PHR (855-848-6747).
      
      
4. Transfer Prescriptions
   
   1. How can I transfer my prescriptions to VIVOHealth Pharmacy?
      You can conveniently transfer prescriptions using the ‘Transfer prescription’ feature available on the home screen of the app. You will be able to transfer a prescription by manually entering the details or by uploading a photo of your prescription label. You can easily transfer prescriptions for yourself or others in your care.
5. Status
   1. What does “Fill in Progress” mean?
      “Fill in Progress” means our dedicated pharmacy team is actively and carefully preparing your medication.
      
      
   2. To better track my medication, what do the various status indicators in the app mean?
      1. Out for delivery/shipping: Your prescription has been filled and sent out. You may not have yet received it but your order is on its way to you!
      2. Preparing for delivery/shipping: Your prescription has been filled and we are preparing it to be sent to you.
      3. Ready for pickup: Your prescription is filled and ready to be picked up at the listed VIVOHealth Pharmacy location.
      4. Needs prior auth: Your prescription requires prior authorization prior to the pharmacy preparing your order.
      5. Too soon for refill: Refills are available once you’ve used up a certain amount of your current fill. If you try to refill earlier, you’ll see a message letting you know it’s too soon but just message or call us if you need your refill earlier than expected!
      6. Payment pending: Payment for this prescription is pending.
      7. Out of refills soon: Prescription will have 0 refills remaining in the near future. You need to contact your provider to get your prescription renewed or you can message us in the app and we’ll call your provider for you!
         
         
6. Shipment Methods
   1. How do I track my order?
      We understand the importance of being informed about your medication. The VIVOHealth Pharmacy App provides seamless communication and tracking, ensuring you're always aware of your prescription status:
      1. In-app status updates: You can always view the real-time status of your prescriptions by simply logging into the app. The status will update as your prescription is processed.
      2. For delivered prescriptions: Once your prescription is ready to be shipped or is out for delivery, our dedicated delivery partner will send you an email or text message directly with tracking updates and delivery information. You may also be able to view tracking information directly in the app on the prescription status view.
      3. Prescriptions for pickup: If you've chosen to pick up your medication, you will receive a notification directly within the VIVOHealth Pharmacy App as soon as your prescription is ready for pickup.

Linked Patients

1. What is "family pooling" in the VIVOHealth Pharmacy App?
   In the VIVOHealth Pharmacy App, family pooling is feature that lets you manage prescription medications for those in your care. The person may be linked to your account through the VIVOHealth Pharmacy App or you may have proxy access to someone's account through MyNorthwell. As a caregiver, you can view limited health information and order prescription medications for another individual within the app.
   
   
2. What is the difference between "linked patients" in the VIVOHealth Pharmacy App and "proxy access" in MyNorthwell?
   This is a key distinction:
   VIVOHealth Pharmacy's "linked patients": Allows a VIVOHealth Pharmacy App user to request the linkage of a patient to their account. The adult or teen you are linking must grant permission via email link. A child patient (under 13 years) can be linked by adding a prescription number and linkage is automatically done, as long as the information you’ve entered matches the information in our pharmacy records.
   MyNorthwell's "proxy access": Provides a designated individual with significantly broader control. A MyNorthwell proxy can often schedule appointments, communicate with providers, view medical records, request prescription refills, and even make some medical decisions on behalf of the patient. This usually requires more formal documentation and consent. More information about proxy access can be found at MyNorthwell caregiver family access.
   
   
3. Who is considered the "proxy" or primary patient in this context?
   The "proxy" or "primary patient" is the adult caregiver (e.g., parent) who has been granted or has requested access to another individual's (e.g., child's, spouse's) account in the VIVOHealth Pharmacy App. It is not the person whose account is being accessed.
   
   
4. What types of access are currently available for linked patients in the VIVOHealth Pharmacy App?
   The VIVOHealth App currently supports:
   1. Adult-to-Adult full access: One adult can have full access to another adult's account. An adult is anyone aged 18 years or older.
   2. Adult-to-Child full access: An adult can have full access to their child's account. A child is anyone under the age of 13 years.
   3. Adult-to-Teen limited access: An adult can have limited access to a teen account, specifically to non-sensitive medications. A teen is anyone aged 13-17 years.
5. How do I link an adult or teen patient in the VIVOHealth Pharmacy App? The primary patient (the one seeking access) sets up the linkage in the VIVOHealth Pharmacy App by entering demographic information, including a unique email address. The email address must not be the same as the patient seeking access. This sends an email to the adult or teen whose information will be shared, who then needs to click a button in that email to grant approval.
   
   Teen accounts cannot link patients. A user must be 18 or older to link patients to their account.
   
   
6. How do I link a child patient to the VIVOHealth Pharmacy App?
   To link a child's patient, the primary patient needs to enter the child's demographic information (like linking an adult or teen) and provide an active prescription number for the child. If all the entered information correctly matches the child's record, the linkage will happen automatically.
   
   
7. Can a linked patient revoke access in the VIVOHealth Pharmacy App? Yes, the patient whose account is being accessed can revoke access at any time. They can do this by logging into their own VIVOHealth Pharmacy App and break the linkage themselves, or they can contact our Help Desk 1-833-VIVO-TEK (833-848-6835) to request the linkage be removed over the phone.
   
   
8. Are there any limitations on what I can see for linked patients?
   If you have a teen patient linked to your account, only non-sensitive medications will be visible. 

Communication and Preferences

1. Why am I not receiving notifications about my prescriptions?
   To receive notifications via text message or email, you must ensure your communication preferences are explicitly set to allow these methods. If you have not opted in for text or email notifications in your profile, we will be unable to send you updates through those channels. Navigate to Communication Preferences in the VIVOHealth Pharmacy App to review your preferences.
   
   If you want to opt in for texting, simply text START to 71639 and 83464 and you’ll receive text messages about your prescriptions.

Help and Support

1. What if I experience technical issues or need assistance with the VIVOHealth Pharmacy App?
   If you need any technical assistance please contact us at 833-VIVO-TEK (833-848-6835). 

Why VIVOHealth Pharmacy App?