For Patients and Caregivers

Frequently Asked Questions

How often will I receive a bill from the pharmacy?

    • All charges for prescription and over the counter medications provided are automatically placed on your charge account throughout the month.  You or the patient POA will receive an account statement once a month.  Please pay the amount due immediately to avoid finance charges.

I have Medicare and a prescription insurance plan.  Why do I have a balance due?

    • Once you or the nursing facility provides us with your current insurance information, all of your prescriptions are processed through your insurance company or their intermediary which processes their claims.  Whether you owe any balance or “co-pay” is determined by the insurance plan.  If you have questions about these amounts, you should contact your insurance plan directly.  They will not provide us with details about your coverage. 

Where does it show my medications were billed to my insurance?

    • When you look at the price for each line item on your statement, if there is a small “c” to the right of the amount shown, then the item was covered by your insurance and the amount is your co-pay and is your responsibility to pay. If you were getting your medications at the drug store, that amount would be what you would pay at the cash register when you picked up your order.

How do you calculate my insurance co-pay?

    • The pharmacy does not calculate your co-pay or set the price in any way.  All insurance claims are sent electronically to your insurance by our software much like a credit card transaction.  The insurance immediately replies as to whether your medication is covered, and if it is, they transmit back the amount of your co-pay and the amount they will pay.  This co-pay amount is automatically added to your charge account.  If you have questions about your copay amount, contact your insurance plan.  They do not provide us detail on how they calculate what you have to pay.

Where do you send my pharmacy billing statement?

    • When you are admitted, you are asked to complete a pharmacy authorization form.  The form has an area where you or your POA (Power of Attorney) writes the address where statements should be mailed.  This can be updated by contacting us or completing a new authorization form at the nursing facility.

How do I pay my bill?

    • You can pay in a variety of ways: 
      • Mail a check of money order using the envelope enclosed with your statement or mail to PO Box 190, New Philadelphia, Ohio 44663
      • Pay your bill online using the link provided.  Payments can be made by debit card, credit card, Secure ACH (using your checking account number and your bank's routing number), or by text (additional set up required)
      • Automatic payments - you can link your account information so your bill is automatically paid every month.  There are no additional fees for this service and reduces the risk for late charges.  You will still receive a statement by mail each month.

Where is my account number?

    • At the top of the statement to the right side of the address box there is a combination of letters from the first & last name. That is your account number.

What do I do if I have questions about my statement?

    • Please contact our billing office at (330) 365-1526 (Option 2) during normal business hours which are Monday through Friday, 9:00am – 5:00pm, or you may send an email to