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FAQs

Find answers to our most commonly-asked questions.

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  • Covid 19

  • Are Coram pharmacies continuing to fill medication and nutrition prescriptions at this time?

    Yes, currently, all Coram pharmacies are operating at full capacity with no interruption in service. We do not see any disruptions to the supply chain, as a result of COVID-19, that will affect our ability to fill prescriptions.

  • Are there special concerns for people receiving home infusion or nutrition therapy?

    People receiving home infusion or nutrition therapy often have weakened immune systems. Having a weak immune system can make it harder for the body to fight off diseases, so it’s important that they and their family members take steps to protect themselves. We recommend you speak with your Coram nurse or registered dietitian if you have concerns about your risk for COVID-19.

  • I am currently receiving home nursing visits from Coram for my infusion therapy. Will these visits continue?

    We continue to care for patients in the home, but are taking proactive measures to help minimize community-based transmission of COVID-19. 

    All patients will be contacted by Coram before a scheduled visit. We will ask you a few questions over the telephone to help us understand if you’ve been exposed to COVID-19 or could be infected, including:

    • Are you or a member of your household experiencing a fever, cough or shortness of breath?   
    • Have you or a member of your household had close contact with anyone diagnosed with COVID-19; and
    • Have you or a member of your household recently traveled outside the country in the past 14 days?  

    (For a list of high risk countries visit the CDC website.)

    Depending on your answers to our questions, we may need to notify your doctor of your symptoms or travel. Also, the nurse may need to wear additional personal protective equipment (PPE) such as a gown and gloves, before entering your home. This will help to prevent the spread of the virus.

  • Will I continue to receive my infusions at Coram ambulatory infusion suite (AIS)?

    We continue to care for patients in our AIS, but we are taking proactive measures to help minimize community-based transmission of COVID-19. 

    All patients will be contacted by Coram before a scheduled visit. We will ask you a few questions over the telephone to help us understand if you’ve been exposed to COVID-19 or might be infected, including:

    • Are you or a member of your household experiencing a fever, cough or shortness of breath?   
    • Have you or a member of your household had close contact with anyone diagnosed with COVID-19; and
    • Have you or a member of your household recently traveled outside the country in the past 14 days?  

    (For a list of high risk countries visit the CDC website.)

     

    Depending on your answers to our questions, we may need to notify your doctor of your symptoms and coordinate as appropriate. We may also need to reschedule your appointments to home visits.

  • What do I need to do if I have an appointment at a Coram AIS?

    If you have cold or flu-like symptoms (i.e., fever, cough, difficulty breathing, sore throat, body aches, or chills), please call your Coram pharmacy before coming in, even if you have an appointment. We will ask you about your travel history and your symptoms. If you have been informed that you were recently exposed to someone who tested positive for COVID-19, please let your Coram pharmacy know before your arrival.

  • Are there any policy changes for visitors to Coram AIS?

    For your protection, we are currently limiting the number of visitors or people coming with you for your visit to no more than one at a time. If a visitor shows signs of a cold or flu, (s)he will be asked to leave.

  • What is Coram doing to protect patients and employees at AIS?

    At Coram, we are closely monitoring this situation and have criteria in place. Our staff are highly trained at screening for and managing infectious diseases. We are asking all Coram patients about their recent travel and where the people close to them have traveled, possible exposures to COVID-19, as well as about any signs of illness. To help protect our patients and colleagues and ensure that nurses, pharmacists and staff are available to care for patients:

    • Coram is following CVS Health enterprise policy and restricting business travel.
    • Our corporate staff is working from home and practicing social distancing in the pharmacy and AIS locations.
    • We have enhanced cleaning protocols at all Coram sites.
    • Until further notice, non-essential personnel or visitors are not allowed into any of our facilities.
    • We have instructed all field staff to suspend visits to our AIS and pharmacy locations until further notice, unless a personal visit is critical for patient care.
    • We have transitioned to a paperless delivery and onboarding process. We are no longer asking new patients to sign and return hard copies of the required start of care forms. They are asked to sign these forms electronically through Adobe Sign.
  • What happens if an employee tests positive for COVID-19?

    If an employee tests positive for COVID-19, they, along with any coworkers who were exposed, will be sent home immediately and placed under quarantine consistent with Centers for Disease Control and Prevention (CDC) guidelines and placed on paid leave. The pharmacy will then close for cleaning to disinfect the premises following established protocols and CDC guidelines.

    Every pharmacy has a designated backup so Coram can continue to provide uninterrupted service to patients. In the event the backup reaches capacity, our central pharmacy, located in Rhode Island, is equipped to process prescriptions for most locations nationwide.

    In addition, we have a work from home strategy in place for all of our pharmacies. If one or more employees become infected and must be quarantined, staff members currently working at home can go to the pharmacy to cover the workload.

  • What should I do if I develop symptoms that might be COVID-19?

    Always call 911 for a life-threatening emergency. For other situations, call your primary doctor for instructions about what to do, and notify your Coram care team.

    We may need to let your doctor know about your symptoms and travel. Your doctor will then determine if testing is needed. Also, if a Coram nurse will be making a home visit, they may need to wear PPE such as a mask, gown and gloves, before entering the home. This will help to prevent the spread of the virus.

  • Where can I go to learn more about COVID-19?

    For the latest COVID‐19 developments, prevention tips and what to do if you suspect infection, visit the Centers for Disease Control and Prevention, World Health Organization and Coram websites or talk to your doctor.

    At CVS Health, we’re here to help. To learn more about our response, visit our COVID-19 Resource Center.

  • What precautions are being taken to ensure that Coram nurses entering patient homes operate safely and minimize possible disease transmission risk to and from patients?

    Coram in-home care providers are up-to-date and utilizing infection protocols and proactive prevention techniques, aligned to CDC guidance, to minimize exposure and community-based transmission. In addition to protective precautions, we are leveraging virtual care to help keep our health care providers and patients safe, while ensuring continuity of care. For example, we are conducting proactive outreach to each patient prior to being seen to understand potential COVID-19 infection or exposure and to ensure continued safety for our clinicians and our patients. In addition, we have provided appropriate PPE to all Coram clinical personnel and are working to ensure we continue to have adequate supply of PPE on hand. 

  • Billing

  • How do I update my billing address?

    To update your billing address, please call the number on your invoice. It’s important to let us know when your billing address changes to help ensure on-time payments.

  • When will I find out the cost of my order?

    Before you start services with us, Coram will check on your insurance and explain the financial arrangements to you. You’ll be asked to sign the Financial Agreement Arrangement (FAA) related to billing and payment for services. The FAA will cover what we expect your insurance will pay and your out-of-pocket costs. You will be responsible for paying any co-payment or deductible amount, and for any service that’s not covered by your insurance.  
     

    If you have Medicare insurance, we’ll send you an Advance Beneficiary Notice (ABN) that lists items or services that Medicare isn’t expected to pay for. We’ll provide an estimate of the costs for the items/services, and the reasons why Medicare may not pay for them.

  • If my account shows a credit balance, will it be applied to my account?

    When you make a payment, it’s applied to the oldest date of service. If there isn’t any service posted to your account, your payment will go into a hold account until it can be applied to an eligible claim.

  • Where can I find my account balance?

    Your account balance is shown on your statement. If you have any questions, just contact customer service.

  • What forms of payment are accepted?

    For online payments, we accept VISA, MasterCard®, American Express® or Discover®. If you pay by mail or over the phone, we also accept a copay assistance or drug manufacturer's credit card, checks and money orders.

  • What if I can’t afford my medication? Does Coram help with that?

    We'll work to help you find assistance. We can help with guidance on insurance and financial assistance options, including COBRA premiums, co-pay assistance, manufacturer product assistance programs, disability insurance and state programs.

  • What is included in the per diem charge?

    The following products, services and costs of operation are included in the per diem charge:

    • Professional pharmacy services, including dispensing, clinical monitoring by experienced clinicians, development and implementation of pharmaceutical care plans, care coordination, all necessary supplies and equipment
    • Administrative services, including verification of insurance eligibility and extent of coverage, obtaining prior authorizations, performing billing functions, internal and external auditing and other regulatory compliance activities, maintaining inventories of medications, equipment, administration supplies and office supplies, maintaining physical plant and offices, maintaining computer clinical and administrative information systems, quality assessment and improvement activities
    • Other support costs, including wages and salaries, property taxes, inventory carrying costs, costs of insurance coverage per state regulations, costs of maintaining accreditation, new product research and development, other applicable overhead and operational expenses.

    The per diem does not include nursing visits or tube feeding formula which are billed and reimbursed separately.

  • Feedback on our service

  • How do I provide feedback on the service I received from Coram?

    Coram is one of America’s most experienced and respected providers of home infusion and nutrition therapy. Our patient satisfaction scores are consistently high, and our goal is to ensure your satisfaction. You will likely receive a Coram Patient Satisfaction Survey from Press Ganey, the independent firm we use to gather patient feedback. We hope that you will take a few minutes to complete and return the survey to us.

    To voice a concern or provide any feedback, please email us at ServiceExcellenceTeam@cvshealth.com.

  • Home infusion therapy

  • What is home infusion therapy?

    Infusion therapy delivers medication directly into your bloodstream through an intravenous (IV) catheter, a small device placed through the skin and into a vein. The catheter may need to be placed under your skin during a surgical procedure and may remain in your body for a period of time.

    Home infusion involves the intravenous administration of drugs to an individual at home. It is more convenient for patients than traveling to a health care provider’s office for infusions, especially when a patient needs infusion every day or multiple times a day.

    Coram provides the medication, equipment and supplies your doctor has prescribed for you, as well as the skilled nurses and pharmacists who will support you during successful infusion therapy at home.

  • What are the benefits of infusing at home?

    Home infusion therapy allows patients, like those with chronic conditions, recuperating from surgery or needing treatment for an infection, to avoid a longer stay in the hospital or a nursing home while continuing their therapy in the comfort of their own home. Some patients are able to use a mobile form of infusion therapy and get back to their daily routines while others find that, just being at home is enough to make them feel like life is back to normal.

    A CVS Health® Research Institute Study found that when skilled clinicians administer infused medications at home, patients:

    • Enjoy better clinical outcomes and fewer complications
    • Prefer receiving infusions at home
    • Report better physical and mental well being
    • Face fewer disruptions in family and personal responsibilities
    • Experience 50% fewer side effects than in hospitals or other medical settings
  • What types of therapy can be delivered intravenously in the home or in an ambulatory infusion suite?

    Many infusion therapies can be delivered safely in the home or in one of Coram’s ambulatory infusion suites. The following therapies are the most common:

    • Alpha-1 augmentation
    • Anti-infectives (antibiotics, antivirals, antifungals)
    • Inotropes: milrinone, dobutamine, dopamine
    • Chemotherapy
    • Hemophilia therapies
    • Hydration
    • Immunoglobulins (IVIg and SCIg)
    • Immunosuppressives
    • Nutrition - parenteral, intradialytic parenteral (IDPN)
    • Pain management, palliative care
    • Pre- and post-transplant therapies

    In addition, infusions for MS (TYSABRI Touch and LEMTRADA program-certified) can be given in any one of our ambulatory infusion suites, but cannot be given in the home.

  • When should I call my doctor or Coram?

    If a life-threatening emergency should occur during your therapy, call 911 right away. Coram is not an emergency care provider.

    You should call your doctor if you notice:

    • Skin reactions like hives, flushed skin or paleness
    • Nausea, vomiting or diarrhea and/or stomach pain
    • Fever greater than 100° F

    If a situation is not life-threatening, your Coram care team can assist in the following circumstances:

    • You can’t flush your IV catheter
    • There is swelling, redness or drainage from the IV catheter site
    • Any unusual occurrence that would cause the infusion therapy to stop
    • IV catheter site dressing is wet or falling off
    • Pump is beeping and has an error message
    • Questions about your medication

    Your Coram team is a group of skilled individuals who work closely with you and your doctor. Your team is available around the clock, seven days a week. We want you to contact us whenever you have a question.

  • Can I travel while on infusion therapy?

    We want our patients to live life to its fullest. Coram patients who have plans to travel should contact a member of their Coram team. We can give you advice about important travel details. And, we have tips to help you plan and pack for your trip. Our patient advocates can let the Transportation Security Administration (TSA) know about your specific medical needs.

    Don’t forget to tell your doctor that you would like to travel. And let your Coram team know two weeks before your trip. If you plan to travel out of the country, let Coram know at least one month before you leave so we can help you learn how to travel safely with your medication and/ or nutrition.

    If youll need nursing services while traveling, you may have to get an order from a doctor who’s licensed in the state youre visiting. Your Coram team can also help you if you need continued coverage for your therapy in the state or country youre visiting.

  • What is an ambulatory infusion suite?

    Our infusion suites are a safe and convenient alternative to a hospital or clinic for those who need specialty infusion or injection therapy. In our suites, patients receive high-quality care from our nurses and clinical pharmacists in a comfortable, clean environment. Coram’s experienced clinicians work with chronic and complex therapies every day. At our infusion suites, patients enjoy flexible scheduling, including evening and weekend appointments, convenient, free parking and wireless internet access (in many locations).

  • Insurance

  • How do I update my insurance?

    When you need to update your insurance, just call your Coram team and we’ll update your insurance information in your account profile.

    It’s really important to let us know when your insurance company or plan changes, or if you have more than one insurance provider. That’s so we can bill your insurance company for your care and send you invoices for any out-of-pocket expenses without any of the delays that can happen when insurance information is out-of-date.

  • Is home infusion covered by insurance? What about supplies?

    It depends on your insurance type and coverage rules. Coram will find out what’s covered and tell you about any out-of-pocket costs before the start of care.

  • Are formula and other tube feeding supplies covered by insurance?

    Most of the time, insurance will cover the cost of formula and supplies for home tube feedings. But, because coverage will vary depending on your insurance plan and the details of your tube feeding benefit, Coram will contact your insurance company to see if supplies and formula are a covered benefit for you. Coram will also get the details on your share of the cost (i.e., copay and/or deductibles), and tell you what you can expect to pay.

  • How do I find out how much my insurance paid and how much I need to pay?

    You’ll get a patient statement that shows the activity on your account, including any balance that you may still need to pay. You may also get an explanation of benefits (EOB) report from your insurer that describes which services were covered and how much was paid. If you have any questions, please get in touch with your Coram team.
     

  • What is a prior authorization? How long does it take?

    Many insurance companies need to give their permission ahead of time (prior authorization) for your home infusion and tube feeding therapy to be covered. And we’re here to help. We’ll work with your doctor and your insurance provider to get approval and keep you updated.

    When your insurance company asks for prior authorization, it’s to make sure you meet all of their requirements before they cover certain medications and services. We’ll pull together the information your insurance needs. On average, the process takes about a week for approval, but it can be quicker or longer, depending on your plan’s requirements. We'll work to get your medication or formula, equipment and supplies to you as quickly as possible. Once you’re approved, we'll contact you to schedule delivery. If your request is denied, we’ll let you know, and help walk you through your options including a possible alternative medication or formula.

    We understand prior authorization can be frustrating. But we're always here to help and keep you informed every step of the way.

  • What do all these insurance terms mean?

    Do insurance terms seem like a foreign language to you? Here are some terms and definitions to help you better understand what it all means.

    • Premium: Like car insurance, this is the amount you pay your health insurance company regularly to keep your health plan. Most people pay their premium once a month.
    • Deductible: This is what you need to pay for health care services each year before your insurance benefits kick in. Once you reach this amount, your insurance company will start paying their part of the covered services.
    • Copayment (or copay): You pay a set amount for each doctor visit, medication refill or other covered service. Your copay may vary from one service to another depending on your plan. Copays often do not count towards your deductible.
    • Coinsurance: Think of this as a way you and your insurance company split the medical bill after you’ve met your deductible. Coinsurance is the percentage of your medical bill that you’re responsible for after the insurance company pays for their portion. Most plans have different categories called ‘tiers’ based on how the bill is split.
    • Maximum out-of-pocket: This is the amount you will spend over a set period before your insurance will begin to pay for 100% of the covered services. The maximum out-of-pocket can be for the whole family or one person.
    • Formulary: This is a list of medications that are covered by your plan. A formulary is put together by a team of doctors and pharmacists. They look at how well the medication works, how safe it is, and how much it costs. So, if your doctor prescribes a medication that’s on the formulary, your plan will help pay for it. A formulary may vary from one plan to another.
    • Prior authorization (PA): This is a pre-approval of medical services your insurance company requires before it will cover the cost of a specific medicine, medical device or procedure.

    We have to be sure that the medication is medically necessary and appropriate for your situation. Without prior authorization, a medication could cost you more, or we may not cover it.

    Usually, when you file a standard request, it could take 15 days for us to make a decision.
    For an urgent request, it can take 24 hours for us to make a decision.

  • Shipping

  • How do I update my shipping address?

    To update your shipping address, just call your Coram team.

    • For tube feeding patients, call your Customer Service Specialist
    • For infusion therapy, including parenteral nutrition patients, call your Clinical Service Specialist
       

    Let us know when your mailing address changes so there are no delays to any of your medication, formula or supply order deliveries.

  • How do I track my order?

    If you signed up for email from us, we’ll send you a tracking number when your order has been shipped. You can click on a link to the shipper's website for more information. 

  • Supplies

  • How do I order the infusion supplies I need?

    Depending on your specific needs, your first home delivery of supplies could include an infusion pump and pole, medication and other supplies. 

    Whatever your needs are, you can expect your Coram team to be in frequent contact with you. They’ll help you keep track of the amount of medication and supplies you need for your therapy. Your Clinical Support Specialist will be in touch often to find out what you need and to arrange to have your medication and supplies delivered to your home at a time that is best for you. And, your Clinical Support Specialist will want to know if you need more or less of any supply. You don’t want supplies that you won’t be using taking up space.

    You can rely on your team to stay on top of things for you. You can help with that by making sure that you and your Clinical Support Specialist communicate often. Plan on being in touch before each delivery and make time to tell them about your current health status and if you want to talk to a pharmacist about your medication. Let them know how things are going with your home infusion therapy. Nothing is more important to them than hearing from you about how you are doing.  

  • How do I store infusion medications at home?

    Read the medication label for details on how to handle and store medication.

    Refrigerated solutions should be stored at a temperature between 36°F and 46°F. If you can, set aside a space in your refrigerator that is just for your medications/solutions. Solutions should be in a sealed plastic bag if they are stored on a lower refrigerator shelf or beneath food and/or beverages.

    For you and your household's safety, remember to keep all medications and supplies out of the reach of children and pets and avoid keeping them alongside household items.

  • How do I store formula at home?
    • Store your supplies and formula in a cool, dry place, like a pantry or basement, a cupboard or a closet.
    • Cover unused formula and store it in the refrigerator
    • Throw unused prepared formula away after 24 hours.
  • Can medications be returned?

    Coram delivers products because they were prescribed by your doctor. Once products have been delivered, they can’t be returned for credit, even if the prescription changed. State pharmacy laws do not allow Coram to accept any returns of unused supplies and products. It is important to share accurate information about your inventory of supplies and medication before deliveries are due.

  • How do I order the tube feeding supplies I need?

    Your initial delivery of supplies to your home will vary depending on your specific needs, but may include a feeding pump and pole, formula and other supplies

    For your monthly refills, you will need to call Coram at 1-877-936-6874 at least 10 days prior to running out of formula and/or supplies. We will then arrange your monthly delivery of supplies to your home. Please have your insurance card ready when you call us, for verification purposes.

    If you receive an automated refill reminder call, the number on Caller ID will be 1-877-936-6874. Accepting this call will allow you to connect with a Coram refill representative, who will arrange monthly delivery of supplies to your home.

    Be on the lookout for this call; it is important that you take it. During the call, the Coram representative will also ask you questions about your current health status and how things are going with your home tube feedings. These questions may take a few minutes to answer. Remember that these questions are very important for the proper management of your care.

  • Tube feeding therapy

  • What is home tube feeding?

    Home tube feeding is also known as enteral nutrition or HEN. Your doctor and health care team have decided that you or your loved one should have a feeding tube placed into the stomach or intestinal tract. These tubes let you take in liquid food or “formula” when you are unable to eat enough by mouth. You’ll get the nutrition and water you need to maintain your weight, strength and hydration.

    A feeding tube might be used for a short time during intensive medical treatment, or for a longer period, depending on the specific medical condition. People of all ages receive tube feeding from infants and children to adults. Patients who have trouble swallowing, keeping food down or getting enough nutrition or fluids by mouth can be prescribed tube feeding.

    Coram provides the tube feeding formulas, equipment and supplies your doctor has prescribed for you, as well as the information you’ll need to succeed with tube feeding at home.

  • When should I call my doctor?

    If a life-threatening emergency should occur during the course of your therapy, call 911 immediately. Coram is not an emergency care provider.
     

    You should call your doctor if you are experiencing:

    • Pain with tube feeding

    • A distended or swollen abdomen

    • Bleeding at the tube site not related to hypergranulation (extra tissue growth at the tube site)

    • Concern that the feeding tube is not in the right place

    • Blood in the stool

    • Severe vomiting

    • Coughing or choking during tube feeding

    • Fever

    • Signs of severe dehydration, including low urine output

    • Nausea or heartburn that does not resolve with feeding adjustments

    • Chronic constipation or diarrhea that does not resolve with feeding or fluid adjustments
       

    If the situation is not life-threatening, your Coram dietitian can help you troubleshoot:

    • Inability to flush your feeding tube

    • Diarrhea

    • Constipation

    • Nausea, occasional vomiting, heartburn related to tube feeding

    • Unwanted weight loss or gain

    • Swelling, redness, leaking or drainage from the tube feeding site

    • Any unusual occurrence that would cause the tube feeding to be discontinued for more than 24 hours
       

    Your Coram team is a group of skilled individuals, experienced in coordinating home tube feeding who work closely with you and your doctor. Your team is available around the clock, seven days a week. We want you to contact us whenever you have a question.

    Coram specializes in caring for patients who require home tube feeding. A team of Registered Dietitians, working with an experienced doctor, are available to answer your clinical questions at any time, day or night, seven days a week. You can reach Coram at 1-877-936-6874.

  • Can I travel while on tube feeding therapy?

    With advanced notice, your Coram Enteral Refill team can have your monthly shipments sent to the address you are traveling to, if needed. If you plan to travel out of the country, let Coram know at least one month before you leave so we can help you prepare to travel safely with your formula and supplies.