I don’t have a Login ID or Password. How do I get one?
I can’t remember my password. How do I have it reset?
I can't remember my login ID.  How do I retrieve it?
I can't remember my PIN.  How do I retrieve it?
I am the User Profile Manager for my program and can’t remember my password. How do I have it reset?
I have received a password-protected zip file. How do I download the Zip Reader software to view it?
Which hospices are appropriate for HP services?
How do I begin the process of partnering with HP?
What type of training will my hospice receive?
How do we enroll a patient with HP?
Will all prescriptions for a patient be filled by HP?
What if a patient needs a medication immediately?
What if the patient or caregiver is at the local community pharmacy and the pharmacist is having problems using the HP RxCard (PBM Card)?
How many days of medication will a patient receive from HP?
When should our patient expect his/her medications?
Will there be someone available to help us at all times?
What if a patient is no longer under hospice care?
I don’t know who my User Profile Manager is. How do I find out who the designated person is for my hospice?

I don’t have a Login ID or Password. How do I get one?

Please see your designated user profile manager. They can assign one to you.

I can’t remember my password. How do I have it reset?

Please click on Forgot Password? from the HP Login location.  You may also see your hospice's user profile manager who can reset it for you.

I can't remember my login ID.  How do I retrieve it?

Please see your designated user profile manager.  They are able to obtain your login ID for you.

I can't remember my PIN.  How do I retrieve it?

Please click on Forgot PIN? from the HP Login location.  You may also see your hospice's user profile manager who can reset it for you.

I am the User Profile Manager for my program and can’t remember my password. How do I have it reset?

Please email support@excellerx.com

I have received a password-protected zip file. How do I download the Zip Reader software to view it?

For HIPAA compliance and security, excelleRx staff sends PHI material as password-protected zip files with 128-bit encryption. The program which can open this file is Zip Reader by PKWARE.

Click here to download the free installation software.

Which hospices are appropriate for HP services?

All hospices can benefit from Hospice Pharmacia’s services. HP has two distinct service offerings. Based on your hospice’s specific needs and goals, your program may choose the per diem-based HP Comprehensive Services model, or the fee-for-service model, HP RxOptions.

How do I begin the process of partnering with HP?

A HP representative is available to speak with you. Simply call 877-882-7822 or e-mail info@excellerx.com and the representative in your area will contact you to schedule a services review. The process of contracting through services implementation is streamlined to make your transition to enhanced services smooth. Depending on your program and your needs, you may begin working with HP in as few as four weeks.

What type of training will my hospice receive?

Whether you select HP’s RxOptions or the Comprehensive Services, HP’s implementation team will prepare all stakeholders at your hospice for your new pharmacy services. An Implementation Associate will be assigned to your hospice to shepherd your staff through the detail process. Pharmacist-hosted web-based and on-site programs provide training for all hospice staff involved in the pharmacy aspect of your patient care. HP’s dedicated team of community pharmacy support personal will proactively work with your community pharmacies and LTC pharmacy providers to ensure their preparedness as well.

How do we enroll a patient with HP?

Patients can be entered into HP’s systems in many ways. The most efficient transfer of patient demographic information is via the web. For clinical consultations and medication needs, our staff is available 24/7 to accept your call. Faxing is an option for non-urgent requests. HP interfaces with many hospice software systems with HP Connect to allow for the automated flow of demographic information from a hospice’s system to HP’s databases.

Will all prescriptions for a patient be filled by HP?

Access to medications for home-based hospice patients is available from HP’s dedicated pharmacy, excelleRx, and from a network of community pharmacies. In the Comprehensive Services model, most of the medications are sourced through excelleRx. RxOptions partners may opt for excelleRx’s mail order services or local pharmacy dispensing. Many RxOptions partners use excelleRx for compounded medications, ComfortPaks, and refills. Others use their local providers 100% of the time. When medications are filled by excelleRx, our staff will procure the prescription and ship the medication directly to the patient’s home. Nearly all of the medications for LTC or facility-based patients are sourced from the facility's contracted pharmacy.

What if a patient needs a medication immediately?

A network of local pharmacies is available for urgent and same-day medication needs. Medications related to the terminal diagnosis, as directed by the hospice, will be billed on the RxOptions or HP RxCard PBM services. The hospice receives a single bill.

What if the patient or caregiver is at the local community pharmacy and the pharmacist is having problems using the HP RxCard (PBM Card)?

Hospice nurses can simply direct the local pharmacy staff to contact HP’s dedicated pharmacy help line directly. The phone number is located on the HP RxCard. Having a copy of the card is useful to answer simple questions about the billing/adjudication process, including billing codes. 

How many days of medication will a patient receive from HP?

The excelleRx pharmacy routinely dispenses a 15 day supply of medications. If a different quantity is needed, simply communicate the patient’s need to our staff so that we can make accommodations. When a smaller supply is appropriate, lower quantities can easily be dispensed.

When should our patient expect his/her medications?

The ExcelleRx pharmacy fills 99% of medication requests same day. Medications may be requested for next-day or two-day shipping. By selecting two-day shipping for refills, HP’s hospice partners earn a credit on their monthly invoice.

Will there be someone available to help us at all times?

HP and RxOptions’ dedicated staff is available 24/7 to support you in patient care.

What if a patient is no longer under hospice care?

It is important to manage access to local pharmacies so that only patients who are eligible for care can receive medications under the hospice benefit. If a patient transfers off of your hospice service or is deceased, please notify HP or RxOptions in a timely fashion so that we may discontinue local pharmacy access. This will prevent a hospice from being charged inappropriately and avoid a medication diversion situation.

I don’t know who my User Profile Manager is. How do I find out who the designated person is for my hospice?

Please email support@excellerx.com