Patient FAQs

Find responses to patients’ most frequently asked questions.

Have a different question? Reach out to us—we’re here to help.

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General Questions

A specialty pharmacy fills prescriptions for certain specialty medicines. Unlike retail pharmacies, specialty pharmacies also provide a wide range of services to support you based on your unique medical needs. For example, AIS Healthcare can provide education about specific conditions and how to manage your symptoms and avoid complications through medication. We also work with your doctor and your health insurance company to make sure that you have access to the right drug and that it is covered by your health plan if at all possible.

Targeted drug delivery means your medication is injected directly into the spinal canal (your backbone) or other targeted site. Usually, patients have an implanted pump that delivers a steady stream of medication right where it’s needed. Infusion care means your prescription is given to you through a needle that’s placed either in a vein (IV) or in the tissue between your skin and muscle (SubQ). Your doctor can further explain these terms and determine what is right for you.

AIS Healthcare is a national leader in providing targeted drug delivery and infusion care. Our highly trained staff members are experts who understand the unique needs of patients with complex conditions. These include intractable pain, spasticity, cancer, rheumatoid arthritis, multiple sclerosis and immunoglobulin deficiencies. We know these conditions can take a toll on patients both physically and emotionally. That’s why we are dedicated to providing support that can help address these issues. We also maintain the highest standards of quality and patient safety so that you can feel confident about taking any medication you receive from us.

All AIS Healthcare locations are open Monday through Friday:

Birmingham, AL 8:30 AM–5:00 PM Central Time
Clinton, MS 8:30 AM–5:00 PM Central Time
Dallas, TX 8:30 AM–5:00 PM Central Time
Ridgeland, MS 8:30 AM–5:00 PM Central Time
Valdosta, GA 8:00 AM–5:00 PM Eastern Time

Find the address and contact information for all of our locations on our Contact Us page.

Need after-hours assistance? Our pharmacists and nurses are available 24/7. You can call us at any of our locations:

833.885.5812 (Dallas)
800.482.8466 (Valdosta)
877.423.2341 (Birmingham)
877.443.4006 (Clinton and Ridgeland)

No. You will receive your medicine at your doctor’s office, or a nurse will bring your medication to your home care visit. In some instances, your medication may be shipped directly to your home.

Although you don’t need to visit one of our locations to pick up your prescription, we’re always available to answer any questions you may have. Contact us anytime.

We do much more than just fill your prescriptions. Our patient services include:

  • Support throughout the insurance approval process
  • Quick delivery of your medication
  • Counseling and educational information
  • Monthly wellness checks with a review of any questions or concerns you may have about your medication
  • Prescription refill reminders
  • Pharmacists and nurses available to speak with you 24/7

If you already use an AIS Healthcare therapy, contact us at 877.443.4006 to learn more about Home Connect and other patient services that we offer.

We offer a call from our nursing staff, pharmacy staff or our call center to help patients stay on track with their medications. The call includes medication dosing and refill reminders, progress reports on taking medication correctly, optional follow-up with caregivers and other information.

Call us directly to refill your prescriptions at 877.443.4006. We will work with your doctor to get you the medication that you need. Along with your prescription, AIS Healthcare can offer you:

  • Support through the insurance approval process
  • In-stock medications for quick fulfillment
  • Comprehensive counseling and educational information from a clinically trained pharmacist

Our monthly checks by clinical staff from our pharmacy, our nursing team or our call center will review any questions or concerns you may have about your medication. We can also provide prescription refill reminders, and our pharmacists and nurses are available by phone 24/7. To get in touch with us, please visit the Contact Us page.

It is important to safely get rid of expired medications or other medication you are no longer taking. For up-to-date information on how to dispose of medication, please visit one of the following websites:

Call 877.443.4006 to be connected with an AIS Healthcare facility—we are available 24/7. Multilingual and translation services are also available.

Please call our pharmacists or nurses with any questions regarding the following:

  • How to access medications in case of an emergency or disaster
  • How to check on a prescription status
  • Information on prescription substitutions
  • How to transfer a prescription to another pharmacy
  • How to obtain medications not available at the pharmacy
  • How to handle medication recalls
  • How to handle adverse reactions or side effects
Billing anchor

Billing and insurance

Patients who have health insurance may still be required to pay for part of their care costs, called the patient cost share. This cost share is outlined in the Explanation of Benefits (EOB) from your insurance provider. We will bill the amount of the patient cost share, which is the part of the cost of our medications and services that your insurance company did not cover.

If you have concerns about being able to afford your medication, there may be programs that can help. Call us at 877.443.4006, x2006.

AIS Healthcare offers a Financial Assistance Program (FAP) to help eligible AIS Healthcare patients who have concerns about being able to afford their medication. This could include those who do not have health insurance, do not have enough health insurance or are not able to get government help, as well as those who are not able to pay for needed care based on their financial situation.

You may be eligible for financial assistance if:

  • You have applied for Medical Assistance benefits and do not meet eligibility requirements
  • You are a United States citizen or permanent resident who has lived in the U.S. for at least one year
  • You have run out of options through your insurance
  • You have completed a financial assistance application and provided all required documentation
  • You meet the financial guidelines based on your income, assets and outstanding debt

To apply, call us at 877.443.4006 (toll-free) and request that a financial assistance application form be mailed to you.