FAQs - ContinuCare

ContinuCare is Edgepark’s convenient reorder reminder program that makes reordering your supplies quick and easy. If you enroll in the service, you will receive reminders to review and confirm the items in your next order so we can deliver the supplies you need right to your doorstep.

After you enroll in the program, Edgepark will remind you to confirm your order 10-14 days before it is scheduled to ship. It is important to confirm your order to assure you receive the requested supplies and quantities you need. You must confirm your order for Edgepark to ship your supplies to you. We can send you reminders through email, over the phone, or as a text—let us know what works best for you! You can confirm your order details through the reminders you receive from Edgepark or call our Edgepark team directly. Please note: Edgepark is not currently sending text message reminders to Medicare customers.

After you confirm your order, we will verify that the item quantities are covered by your insurance plan and that the details align with your doctor’s clinical notes.  Edgepark works with many insurance providers, including national and regional plans, Medicare, Medicare Advantage, Tri-care, and some Medicaid plans to provide you with the best support possible. We may need to acquire updated documentation from your physician, depending on your insurance plan requirements.

After your order has been processed, you’ll receive a message from Edgepark that your supplies have shipped and are on their way! It typically takes 1-2 business days for the order to reach you. We can deliver your products anywhere in the U.S. quickly and accurately, making sure you get the items you need with no additional worries.

Tip: Your insurance may specify how often you need to meet with your doctor to receive your supplies on a regular basis. Edgepark recommends you review your plan and schedule all required appointments with your doctor to avoid an interruption of the shipment of supplies.

Confirming your order happens when you review the details for your next shipment and make any necessary changes. Do you need to change the number of boxes of an item? Is there a new brand that your doctor has prescribed for your next shipment of supplies? Should you adjust the product quantity to 3 months instead of 1 month? You must confirm your order for Edgepark to ship your supplies to you.

After your order is confirmed, Edgepark will begin processing your shipment by reviewing your insurance coverage and medical documentation from your healthcare provider. We work with your physician to make sure your documentation is up-to-date before the order is shipped. This is how Edgepark minimizes your out-of-pocket expenses! Because some of the order processing steps may take time for verification, it is important for you to confirm the details of your next shipment as quickly as possible.

There are a several ways to set up ContinuCare:

• If you have worked with Edgepark before, you can log-in to your online Edgepark account, click into your account’s profile page, and select ContinuCare on the left-hand menu to create your ordering schedule. You will need to place an order with Edgepark first before setting up eligible items on a ContinuCare schedule.  
• You can also call Edgepark at 1.800.321.0591 and inform the Customer Care Specialist that you’d like to enroll in ContinuCare.  

 Here’s what we’ll need from you to set up the service:

• The names or item numbers of the items you would like to schedule for ContinuCare
• The date you would like to receive your first order
• How often you would like to receive your future orders (once a month or every three months)*

*Most health insurances will allow you to order three months of supplies at a time. However, there may be some limitations based on your insurance or type of supply.

After you confirm your order details, Edgepark works behind the scenes to manage the rest of the process in sending your supplies to your doorstep. We will work with your insurance provider to make sure your order aligns with their guidelines and required paperwork, including:

• Obtaining a new prior authorization, if necessary
• Obtaining clinical notes from your physician or a detailed written order

Verifying this information can take several days. If one of these requirements delays your order, or you confirm your order late, we will adjust your next order’s expected ship date based on when your recent order was actually shipped.

When you set up an order with a ContinuCare schedule, you can create an order that has more than one type of item. For example, you may purchase skin barrier spray, protective barrier wipes, and a stoma bag from Edgepark and it’s all part of the same order that arrives at your doorstep at the same time.

There may be situations where you don’t order every item at the same time—maybe you don’t need a new supply of skin barrier spray in April but you do need it in May, or your insurance says your next eligible date for protective barrier wipes is two weeks after your other supplies arrive. We can still deliver you the supplies you need in separate shipments, but you will then have separate ContinuCare schedules for each order. Please note: you must confirm your order for Edgepark to ship supplies to you.

No, you are unable to receive your order before the expected ship date. Our team provides you with product quantities that are covered by your insurance plan and aligned with your doctor’s clinical notes.

If you are not available to receive your order based on the current ship date, you can move the ship date out in the future so you can receive your supplies when they arrive.

ContinuCare will adjust your next order’s scheduled ship date based on the date your last order was shipped. This adjustment makes sure you receive supplies in accordance with your insurance plan requirements.

Medicare requires days of supplies on hand from a customer to ensure their previous supply has nearly exhausted before you may receive another shipment.

You may cancel your ContinuCare schedule by clicking “Cancel all future shipments” link on the ContinuCare page in your online account. You may also call us at 1.800.321.0591 to cancel your enrollment.