Specialty Care Services

Extra support for patients on complex, high-touch medication regimens.

Specialty medications — for conditions like the ones on our Disease States Treated page — rarely work like a standard 30-day refill. Many require prior authorization from your insurer before the first fill, ongoing monitoring for side effects, and coordination between your pharmacy, your prescriber's office, and sometimes a manufacturer assistance program just to keep therapy affordable. Arrow Pharmacy's specialty care program is built specifically around that complexity, rather than treating a specialty prescription the same way as a routine one.

What specialty care support means

At a large chain, a specialty prescription is often routed to a separate mail-order specialty division you've never spoken with — a new call center, a new hold queue, and a new person to explain your situation to every time something changes. At Arrow, the same pharmacist who fills your prescription is the one who follows up on it. There's no hand-off to a different company partway through your treatment, and no explaining your history from scratch on every call.

What's included

• Educational material with every fill, covering how and when to take your medication
• Help navigating insurance requirements and prior authorizations
• Guidance on copayment assistance and patient assistance programs
• Shipping available to patients outside the immediate Hartford area
• Wellness check-ins and refill reminders
• A dedicated point of contact rather than a rotating call queue
• Direct coordination with your prescriber's office

How prior authorization works

Prior authorization is the step where your insurer requires proof that a specialty medication is medically necessary before it will cover the cost — and it's usually the single biggest delay between a prescription being written and a patient actually starting treatment. Here's what our team handles on your behalf:

• We request the documentation. Our team reaches out to your prescriber's office for the clinical information your insurer requires, so you don't have to chase it down yourself.
• We submit and follow up. Once submitted, we track the request and follow up with the insurer rather than letting it sit in a queue until you call asking about it.
• We explain what changed. If your insurer denies the request or asks for more information, we walk you through what's needed next and what your options are — including a manufacturer or patient assistance program if cost becomes a barrier.

If a condition you're managing comes with ongoing cost or coverage challenges, our Patient Assistance Programs page covers manufacturer copay cards and community resources in more detail, and Medicine-on-Time packaging can help if you're juggling a specialty medication alongside several others.

Getting started

Specialty care support is available whether you're starting a brand-new specialty prescription or you already have one filled elsewhere and want to transfer it to a pharmacy that will actually manage the process with you, start to finish.

Call (860) 522-9289 to talk with our specialty care team about a new or existing prescription, or ask about our Patient Assistance Programs if cost is a barrier to starting or continuing treatment.