Act Now! 2026 prescription prices may change. Check your Rx costs before choosing a plan. Questions? Schedule a FREE appointment and speak with a One-on-One Rx pharmacist. Learn More.
Attention Atrium Health Pharmacy patients: Medication references include important information about your prescription and are available via the “Drug Info” QR code on your prescription label. Scan the QR code to access medication references electronically. You are entitled to a paper copy of this information upon request. By not requesting a paper copy of your medication references, you are indicating your preference to receive electronic copies in the future. See more information.
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About Us
Welcome to CarolinaCARE, the mail-order pharmacy for teammates in the Southeast who have selected the service for maintenance prescriptions.
CarolinaCARE is a convenient home-delivery pharmacy service available to Atrium Health teammates and their dependents who are enrolled in an eligible Atrium Health medical plan. This prescription service is offered to individuals taking medications for chronic conditions (maintenance medications), such as diabetes or high blood pressure, as well as other routine medications, like birth control or inhalers for asthma.
866-697-6800
Monday through Friday,
8 a.m. to 5 p.m.
Airport Center:
4400 Golf Acres Dr., Bldg J, Suite C,
Charlotte, NC
Teammates and their dependents ordering Specialty Pharmacy medications from CarolinaCARE need to manage their prescriptions over the phone, one of two ways:
If you have a chronic condition, such as diabetes, high blood pressure or high cholesterol, and are interested in lowering your medication costs, One-on-One Rx may be right for you.
One-on-One Rx is an appointment-based medication therapy management service that lets members speak directly with a pharmacist, on the phone, or virtually (using a PC, tablet or mobile phone) to reduce medication costs.
By talking with you and working with your physician, our pharmacists can help find the best way to lower your medication costs. This is a FREE service offered by CarolinaCARE.
For more information and to schedule an appointment, visit your region’s One-on-One Rx page, or Schedule Your Appointment.
CarolinaCARE is serious about patient safety. We follow best practices for making label information on prescription drug containers accessible to persons who are blind, have a visual impairment, or speak a primary language other than English. For more information, contact a CarolinaCARE representative, Monday – Friday, 8AM -5PM at 866-697-6800.
Authorization for Enrollment
It is a good idea to start by creating a MyAtriumHealth account if you don't already have one. When appropriate, ask your physician for two prescriptions - a 30-day supply to be filled at your retail pharmacy and a 90-day prescription to submit immediately to CarolinaCARE, your mail service facility. Prescriptions are mailed to your home or post office box and require payment in advance of shipping. Please make sure that you indicate a payment option each time an order is submitted to CarolinaCARE. All payment information is both secure and confidential.
Orders for mail service may be submitted in the following ways:
CarolinaCARE representatives are available 8AM to 5PM, Monday through Friday, to answer any questions you may have about the mail program 866-697-6800.
The prescription automatic refill program is a service offered by CarolinaCARE. It is designed to help you save valuable time with minimal effort to get the prescriptions you need. Most maintenance medications taken on a regularly scheduled basis can be enrolled in the automatic refill program. By using the automatic refill tool, CarolinaCARE will
NOTE - The following are not eligible for enrollment in the automatic refill program: prescriptions designated as specialty medications, as controlled substances (Schedule II, III, IV, V), and medications that are covered by Medicaid.
For all prescriptions you've selected to enroll in the prescription automatic refill program, you will receive messages through the MyAtriumHealth portal.
There is no cost to enroll your selected medications for automatic refill and shipping. This is a FREE service offered by CarolinaCARE exclusively for your convenience.
Enrollment in this program provides:
To enroll in the automatic refill program:
Your request will be sent to the CarolinaCARE team. The process may take up to 72 hours to complete your enrollment. NOTE: Not all prescriptions are eligible for this program. Be sure to set up your payment method in the Manage Payments section.
No, there are a few exceptions regarding which medications can be selected for automatic shipping. Specialty medications, controlled substances (Schedule II, III, IV, and V) and any medications covered by Medicare and Medicaid are NOT eligible for the automatic refill program.
Approximately 7-10 days before your prescriptions are scheduled for shipping, you will receive a reminder message through the MyAtriumHealth portal about each authorized medication.
Any change to a prescheduled order (example, a change in shipping address, payment method, quantity shipped, request for cancellation,etc) will need to be communicated to a CarolinaCARE representative before the order is in process for shipping. You can check the order status at any time, 24/7, by checking your prescription list on the MyAtriumHealth portal.
Prescriptions can be removed from the automatic refill program before the next fill is due.
Your request will be sent to the CarolinaCARE team. The process to remove the selected drug(s) from automatic refills may take up to 72 hours to complete.
You may contact CarolinaCARE by sending a message through the MyAtriumHealth portal. Or you can call CarolinaCARE by telephone, Monday - Friday, 8AM - 5PM at 866-697-6800.
No. For your safety and the safety of others, regulatory guidelines prohibit the return of medications to the Pharmacy once they leave the facility.
Unfortunately, automatic refill programs are not available for anyone enrolled in Medicaid, Medicare, or Tricare, regardless of whether these programs serve as primary or secondary insurance coverage.
Yes, prescriptions that require compounding by a pharmacy are covered under the prescription benefit when each of the following conditions are met:
CarolinaCARE, your prescription mail service pharmacy, does not process compounded prescriptions. However, many of the commonly prescribed "simple" compounds can be mixed and dispensed at most local retail pharmacies.
OptumRx, the pharmacy benefits partner of CarolinaCARE, has created a user guide to assist you with the selection of a pharmacy which has been credentialed through the OptumRx Network Compound Credentialing Program (NCCP). This means the pharmacy has taken additional steps to complete a rigorous set of requirements that ensures a safe environment to produce a high-quality product. In general, there are seven(7) categories of compounds that may require use of a credentialed compounding pharmacy. The chart on each page of the OptumRx user guide will let you know which pharmacy may be able to compound the medication you need. For example, if the prescription appears to be for topical use, look for the TOP symbol listed next to the pharmacy authorized to ship to your state.
What is a controlled substance?
A controlled substance refers to a medication where the manufacture, possession, and use are restricted by law. As defined by the National Cancer Institute, these drugs are... tightly controlled because they may be abused or cause addiction. The control applies to the way a substance is made, used, handled, stored, and distributed. Controlled substances include opioids, stimulants, depressants, hallucinogens, and anabolic steroids. Controlled substances which have no known medical use are illegal in the United States.
The Controlled Substance Act places these drugs into one of five “schedules”, depending on the product’s medical use, potential for abuse (high, medium, or low), and safety or dependence liability. Some scheduled placements may vary by state. Examples include:
Do laws exist about how controlled substances are dispensed and shipped?
Yes. Controlled substances can only be mailed (ex, USPS) or shipped (ex, FedEx) by individuals with the proper medical licensing and who are registered with the DEA, like pharmacists and medical providers.
How will I know when my controlled medication will be delivered to my home?
ACT NOW! To track delivery of your packages shipped by CarolinaCARE, sign-up for the FREE tracking service at USPS.com and FedEx.com.
Additional information
CarolinaCARE is the prescription home delivery pharmacy owned and operated by Atrium Health. You will save both time and money by using CarolinaCARE as soon as possible for new prescriptions and refills of maintenance medications (i.e., those medications taken for on-going, chronic medical conditions).
Yes. There is a network of retail pharmacies owned and operated by Atrium Health. Locations are in the Charlotte-metro area:
It is a good idea to start by creating a MyAtriumHealth account if you don't already have one. When appropriate, ask your physician for two prescriptions - a 30-day supply to be filled at your retail pharmacy and a 90-day prescription to submit immediately to CarolinaCARE, your mail service facility. Prescriptions are mailed to your home or post office box and require payment in advance of shipping. Please make sure that you indicate a payment option each time an order is submitted to CarolinaCARE. All payment information is both secure and confidential.
Orders for mail service may be submitted in the following ways:
CarolinaCARE representatives are available 8AM to 5PM, Monday through Friday, to answer any questions you may have about the mail program 866-697-6800.
All correspondence for CarolinaCARE should be addressed to: CarolinaCARE, P.O. Box 31691, Charlotte, NC 28231-1691.
Both CarolinaCARE and the Atrium Health retail pharmacies have a preferred copay structure for medications and supplies. For more information about your prescription benefits, visit totalrewards.org.
Yes, there are advantages to using CarolinaCARE for a 90 day supply of maintenance medications. You will always have a lower copay for products on the Atrium Health Preventive Drug List, as well as all other maintenance medications (after the deductible for HSA plans). For additional information, visit the Atrium Health teammate site and click the appropriate link for your work location.
The clinical teams for CarolinaCARE and Optum Rx work closely with your HR-Benefits Team to design a comprehensive formulary of medications. The Teams meet regularly to review both new drugs and existing drugs. Medications are selected based on effectiveness, safety, tolerability, and cost.
Many medications are approved to treat specific conditions only. The prior authorization is used as a safety measure. It is a process to verify with your doctor that you have been diagnosed with the condition that the drug is intended to treat. Our benefits partner, Optum Rx, will work with you and your doctor to obtain the preauthorization as quickly as possible following the clinical guidelines.
This is a safety measure. Many drugs are approved for only a limited duration of therapy. There may be maximum doses per day or week that should not be exceeded; or, the medication may require a dose adjustment based on specific criteria. The guidelines are established for drugs with these warnings. The limited supply is to protect you.
E-prescribing (electronic submission) by your medical provider is the easiest, most efficient way to send prescriptions directly to CarolinaCARE. The NCPDP number is 3400152 and will help your doctor quickly locate our pharmacy in the e-prescribing database. Secondly, you can complete a prescription order form and mail the prescription paper copy along with payment and the completed form to CarolinaCARE. Please allow extra time for mail delivery of your prescriptions to reach CarolinaCARE.
E-prescribed orders (electronically submitted from the physician's office) will be filled, charged, and shipped by CarolinaCARE when you select the new order using the MyAtriumHealth portal or mobile app.
Reminder: Make sure your address, e-mail address, and method of payment are up to date on the MyAtriumHealth portal. CarolinaCARE will ship your order within 3-5 business days after you have placed the approved on-line order.
For patient safety and in accordance with guidelines provided by the North Carolina Board of Pharmacy, medications will not be accepted for returns once they have shipped from the CarolinaCARE facility.
No. However, if your provider is an Atrium Health provider, CarolinaCARE can request a new prescription on your behalf. For providers outside of Atrium Health, please contact them directly and ask them to send a NEW prescription order directly to CarolinaCARE.
Yes. Before you can charge prescriptions to your FSA or HSA card, you must activate the card and add the card information in the Manage Payment section of the MyAtriumHealth portal.
Beginning November 1, 2023, children ages 13-17 will need to create a new account on the CarolinaCARE website in order to see or order their prescription medications. Parents will no longer be able to view or manage their child's prescriptions. If you have a child who will turn 13 after this date, this change will automatically take place on their 13th birthday.
Up to age 13, parents/legal guardians can fully access all of their child's prescription information. On the child's 13th birthday, parental access is automatically blocked and parents will no longer see their child's prescriptions.
Under North Carolina law, health systems and other providers must keep certain types of health information and services given to minors private. This information can only be shared with the minor patient’s permission. If you are the parent/legal guardian with CarolinaCARE insurance, and your child is between 13 and 17 years old and you want to see all their prescribed and dispensed medicines via MyAtriumHealth, you and your teenage patient must fill out and sign a Consent for Full Access Form. Each parent or guardian needs their own consent form. Your child can change their mind and stop you from having full access to their complete medicine record via MyAtriumHealth at any time.
At age 13, teens can get their own MyAtriumHealth.org account with verbal consent from a parent/legal guardian at their next in-person visit with their provider. Parental access to the teen's MyAtriumHealth account automatically becomes limited. To get ready for this transition, you or your child can ask your teen's provider at their next office visit about setting up a MyAtriumHealth account. This needs to be done in person. Your child will need verbal permission from a parent or legal guardian and an order from their provider to get their own account. Your child will receive a text or an email to activate their account once the request is submitted by their provider. Your child must have their own email address or phone number to complete this step.
No. In order to protect your child's privacy and follow state laws, you will not be able to view, access or manage your child's prescriptions after they turn 13 years old without a signed Consent for Full Access Form. As always, a parent or guardian may call the doctor's office to discuss any concerns about their child's health.
There are several ways parents can help a child ages 13-17 to refill a prescription medication. If you have access to your child's prescription medication label, contact CarolinaCARE at 866-697-6800 or 704-512-6800 to refill a prescription over the phone. If your child receives a new prescription medication from an Atrium Health provider, they will be asked which pharmacy to send it to. They should choose CarolinaCARE. Contact CarolinaCARE at 866-697-6800 or 704-512-6800 with any questions you or your child have about this transition or creating a new account.
After logging in to your MyAtrium Health account, request Family Access from the menu and follow the prompts. It may take up to 3 business days to finalize your access.
NOTE: HIPAA regulations require dependents 18 years of age and older (including a spouse) to create and manage their own MyAtriumHealth account.
