Pharmacy

Prescription Activation

• Prescriptions from on-base providers will be automatically activated upon receipt. Please note that your prescription will be held for pickup for 10 calendar days. If you haven’t picked up your prescription in that time, you can start the virtual check-in process by texting "Get in line" to 833-429-6533. 
• Please use our virtual check-in process to expedite your pickup of prescriptions from off-base providers. Simply text "Get in line" to 833-429-6533 to start the process. 
• If you need to drop off a handwritten prescription, or have limited cellphone access, please visit our Main Clinic Pharmacy (Window 4) for assistance. 

All refill prescriptions will be processed at the BX pharmacy.  

Frequently Asked Questions:   

What’s the difference between a refill and a renewal?   

• Renewal is a medication you’ve been taking, but the provider sends a new prescription for, prompting a change in prescription number.   
• Refill is filling a new batch of the same prescription number.   

What do I do with hard copy prescriptions?   

• Bring them to the clinic pharmacy for processing.   

How will my provider know where to send the prescription?   

• There will be no changes to the way your provider sends prescriptions.  

How will I know when they are ready?   

• Make sure you’re signed up to receive text updates from the pharmacy.   

Check the MHS GENESIS Patient Portal:   

• Under medications, you’ll see all prescriptions that have been filled. If your medication doesn’t show, you can send a message to “Kirtland Pharmacy” for more information.   

I’m active duty in uniform; do I have priority?   

• Yes! All active duty service members and first responders in uniform have priority at both pharmacies.   

Preferred Communication 

Inquiries 

MHS GENESIS Patient Portal  

• All questions about prescriptions can be answered via the patient portal. Common questions include:  

• Has my provider sent in my prescription?  

• Is my prescription ready?  

• When can I fill my next prescription?  

• Select “Message,” then “Send a Message” 

• In the “To” field, enter “Kirtland Pharmacy” 

• Provide as much detail as possible: 

• If sending on behalf of another patient, include patient info (Name, DOB, DOD ID) 

• Contact information (Phone number) 

• Medication name/strength 

• You’ll get a message back from the pharmacy in 24 business hours. 

Phone Access: 

• Due to excessive call volume, please realize the phone isn't the best way to communicate with us. This line should be reserved for clinical questions only.  

• Call 505-846-3200 and follow the prompts for pharmacy.  

Refills 

Prescription refill requests must be processed through:  

• The automated refill line:   

• Call 505-594-2846 and follow the prompts for pharmacy. 

• The patient portal:   

• “Rx Refills” at the top of the page 

• If you wish to utilize the ScriptCenter, select “Find alternative pharmacy” and select “Kirtland AFB - Exchange ScriptCenter” 

Please allow three duty days for refills. 

TRICARE Formulary Search Tool 

Use the TRICARE Formulary Search Tool to look up your drug. A search can tell you: 

• Formulary status (generic drug, brand-name drug, non-formulary drug, non-covered drug) 

• Where the prescription can be filled 

• Copayments and limitations, such as prior authorization 

• Coverage review requirements and forms 

• Alternative medications, including costs 

To start your search, you’ll need to put in the brand name or generic name of the drug and then select the strength prescribed, as well as your gender and age. 

TRICARE Mail Order Pharmacy 

TRICARE offers a mail order pharmacy option through Express Scripts, the least expensive way to fill prescriptions after military pharmacies. For more information call 1-800-TRICARE or visit the TRICARE Home Delivery website.