ViiVConnect Portal

Frequently Asked Questions

The following frequently asked questions (FAQs) are designed to assist you and your office staff with questions you may have about the services ViiVConnect provides, the ViiVConnect Portal, and general information on health insurance coverage, the Patient Savings Card (PSC)* program, and the Patient Assistance Program (PAP).*

If you don’t find the answers you’re looking for here, or you would prefer to speak with a dedicated Access Coordinator, please call 1-844-588-3288 (toll-free), Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance.

*Subject to patient and prescription eligibility.

ViiVConnect FAQs

  • What is ViiVConnect?

    ViiVConnect is here to give you and your patients information on insurance coverage and financial support programs that could help them get the ViiV Healthcare medication(s) you prescribe.

  • Is ViiVConnect a free service?

    Yes, ViiVConnect is a free service for patients, Patient Representatives and healthcare professionials.

  • What services and support does ViiVConnect provide?

    ViiVConnect provides information to help your patients access the ViiV Healthcare medication(s) you prescribe. Our dedicated Access Coordinators are here to help with general inquiries, as well as the following services through a single point of contact:

    • Alternative insurance options
    • Benefits investigation/verification
    • Claim denials and appeals support
    • Coding and billing assistance
    • General Information on local health plans/coverage
    • General information on the Affordable Care Act (ACA)
    • Patient Assistance Program (PAP)* and Patient Savings Card (PSC)*
    • Prior authorization support

    *Subject to patient and prescription eligibility.

    NOTE: We cannot guarantee eligibility for these programs or fill out non-ViiV Healthcare enrollment forms for you

    For more information on the services and support ViiVConnect can provide, go to Find Assistance or call 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

  • How do I enroll my patients in ViiVConnect?

    You can enroll your patients in ViiVConnect by using any one of the following methods:

    • ViiVConnect Portal
      Register Now or Sign In
    • Live Phone Support
      1-844-588-3288 (toll-free)
      Monday – Friday, 8 AM – 8 PM (ET)
      Multilingual options available.
    • Fax
      Complete the English or Spanish Enrollment Form and fax it to: 1-844-208-7676 (toll-free)
    • Mail
      Complete the English or Spanish Enrollment Form and mail it to: ViiVConnect Enrollment, PO Box 220100, Charlotte, NC 28222-0100. A dedicated Access Coordinator will contact you.
  • Where can I get an enrollment form? Do you offer it in other languages?

    The enrollment form is available in both English and Spanish for download here and at the top left corner of each page on this web site. Additionally, when you register for the ViiVConnect Portal, you can submit enrollment forms for your patients online.

    For one-on-one personalized support and assistance with submitting an enrollment form, call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET). Multilingual options available.

  • Can ViiVConnect help me locate the forms we need to get information on insurance and financial support programs that might be able to help?

    Yes. Our dedicated Access Coordinators are here to help you and your patients find the appropriate resources and paperwork needed to understand and/or apply for programs that might be able to help them get the ViiV Healthcare medication(s) you prescribe.

    We can also work with you and their health plan representative to understand what their out-of-pocket costs could be. This includes helping gather additional information that may be needed before they can fill their ViiV Healthcare prescription(s).

    NOTE: We cannot guarantee eligibility for these programs or fill out non-ViiV Healthcare enrollment forms for you.

    For more information on the services and support ViiVConnect can provide, go to Find Assistance or call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.


ViiVConnect Portal FAQs

  • What is the ViiVConnect Portal?

    The ViiVConnect Portal provides you and your clinic 24/7 access to streamlined patient enrollment, patient coverage status and history, real-time notification alerts, easy upload of supporting documentation, and more. When you register for the ViiVConnect Portal, a click-to-chat feature will be available in early 2017 for secure messaging, Monday – Friday, 8 AM – 8 PM (ET).

    NOTE: Patient information and data are housed in a secure online environment compliant with HIPAA laws and regulations.

    Register Now or Sign In

  • Does our practice need to purchase software for the ViiVConnect Portal?

    No, all you need is a computer and a connection to the Internet.

  • Who can use the ViiVConnect Portal?

    Healthcare professionals, Patient Representatives, and authorized users at the physician's office or clinic are the only people able to access and utilize the ViiVConnect Portal.

  • What information and benefits are available on the ViiVConnect Portal?

    The ViiVConnect Portal provides you and your clinic 24/7 access to streamlined patient enrollment, patient coverage status and history, real-time notification alerts, easy upload of supporting documentation, and more. When you register for the ViiVConnect Portal, a click-to-chat feature will be available in early 2017 for secure messaging, Monday – Friday, 8 AM – 8 PM (ET).

    NOTE: Patient information and data are housed in a secure online environment compliant with HIPAA laws and regulations.

    Register Now or Sign In

  • Will anyone have access to my patient’s records?

    No. Patient information and data are housed in a secure online environment compliant with HIPAA laws and regulations. Patient-specific information is not accessible without an authorized user name and password. Each user will be prompted to register individually and will be provided with a unique user name and password once the registration verification process is complete.

  • How do I register for the ViiVConnect Portal?

    Simply click Register Now or find the link in the upper right-hand corner of https://www.viivconnect.com/professionals/. Once you’ve completed the registration fields, click ‘Submit’. After submitting your forms, you will be contacted by a dedicated Access Coordinator within 24 to 48 hours to verify your office information. This is an important step to ensure validity of all registrants. An e-mail with your portal log-in information will only be sent once the portal registration is completed verbally with an Access Coordinator.

    For more information on the services and support ViiVConnect can provide, go to Find Assistance or call 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

  • How do I log in to the ViiVConnect Portal?

    Once you have spoken to an Access Coordinator to complete the registration process, you will receive a confirmation e-mail with information on how to access the portal. You will then be able to create a unique user name and password. Simply click Sign In or visit https://www.viivconnectportal.com/ to enter your user name and password in the fields at the top of the page.

    For one-on-one personalized support and assistance, call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET). Multilingual options available.

  • Why do I have to register for the ViiVConnect Portal?

    This is a security measure to ensure that only authorized individuals have access to information about your patients.

  • Why are the ViiVConnect Portal passwords so complex?

    In compliance with HIPAA privacy and security rules, users are required to create a complex password. This ensures that patient-specific information is protected.

  • How can I update my office/physician profile information?

    After you Sign In to the ViiVConnect Portal, you can submit a request for changes by clicking ‘My Account’ in the menu bar. Next, select ‘User Profile’ from the drop-down menu; this will navigate to a page where you can edit your information. When you’re finished making changes, click ‘Submit’. Please allow 1 to 3 business days for any changes to be reflected on the portal.

    You can also call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Support requests received after 8 PM (ET) will be handled on the morning of the following business day.

  • Are there any setup fees, monthly fees, or per-claim fees for the ViiVConnect Portal?

    The ViiVConnect Portal is provided by ViiV Healthcare at no charge to authorized users. There are no setup, monthly, or per-claim fees.

  • Is the ViiVConnect Portal secure and HIPAA compliant?

    Yes. Patient information and data are housed in a secure online environment compliant with HIPAA laws and regulations. All information is protected under our Privacy Statement policy. Patient-specific information is not accessible without an authorized user name and password. Please protect the confidentiality of your patients by not revealing or sharing log-in credentials.

  • If my office has multiple healthcare professionals, do they have to register for separate ViiVConnect Portal accounts? Can one account be used for all healthcare professionals within a single practice?

    Each office or practice only needs to register for a single account, which can be used by all providers within that practice. An Access Coordinator will call to verify the appropriate information and access for each user. To maintain the security of patient data, we ask that all users create and maintain their own user name and password. When staffing changes occur within your practice, please contact ViiVConnect to set up or remove access as appropriate.

  • How do I discontinue e-mail alerts?

    Simply Sign In to the ViiVConnect Portal and click ‘My Account’ in the menu bar. Next, select ‘User Profile’ from the drop-down menu; this will navigate to a page where you can edit your preferences for receiving alerts. Once you’re done making changes, click ‘Submit’. Please allow 1 to 3 business days for any changes to be reflected on the portal. Support requests received after 8 PM (ET) will be handled the morning of the following business day.


Health Insurance Coverage FAQs

  • How do I initiate the benefit verification process for my patient?

    When you submit a completed ViiVConnect enrollment form for your patient, the benefit verification process initiates automatically if the patient has insurance.

    For more information on benefit verification, call 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

  • How long does benefit verification take?

    Our goal is to provide benefit verifications within 48 hours of receiving a completed application.

    For more information on benefit verification, call 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

  • What type of benefit verification information does ViiVConnect provide?

    ViiVConnect benefit verification will include information concerning benefit status, product coverage, prior authorization requirements, deductible types, and co-pay amounts.

    For more information on benefit verification, call 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

  • How can ViiVConnect assist me with prior authorizations for my patients?

    Once you have submitted the enrollment form and a benefit verification has been completed, ViiVConnect will alert you if your patient’s health plan requires prior authorization. An Access Coordinator will provide you with plan-specific information on the prior authorizations requirements that are needed for your patient to gain access to their ViiV Healthcare medication(s).

    For more information on prior authorizations, go to Find Assistance or call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

  • What type of assistance is available for my Medicare patients?

    ViiVConnect can provide health insurance-related services for your Medicare patients with prescription drug coverage (Part D or an Advantage Plan). These services include

    • Benefit verification
    • Prior authorizations assistance
    • Claim denial and appeals support

    ViiVConnect can also research other financial assistance options offered through third-party organizations to assist with out-of-pocket costs. If your patient has Medicare Part D or no prescription drug coverage, ViiVConnect can assess their eligibility for the ViiV Healthcare Patient Assistance Program (PAP).

    NOTE: The PAP program is not health insurance and is only available to residents of the United States and US territories. It is not for persons receiving sole or primary prescription drug benefits through a government-funded plan or program (ie, Medicare or Medicaid).

  • What type of assistance is available for my Medicaid patients?

    Assistance programs for Medicaid patients may vary, depending on your patient’s state and income level. Though individuals receiving prescription drug benefits through a government-funded plan such as Medicare or Medicaid are not eligible for assistance through the ViiV Healthcare Patient Savings Card (PSC) program, there are other independent and government-funded programs that offer a wide range of patient assistance programs and support services.

    To find out what other types of prescription assistance your patient might qualify for, go to Find Assistance or call 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

    NOTE: We cannot guarantee eligibility for these programs or fill out non-ViiV Healthcare enrollment forms for you.

  • What if my patient’s coverage is denied or his/her health plan no longer covers the ViiV Healthcare medication(s) I prescribed?

    Prescription coverage can often be incorrectly denied at the pharmacy for multiple reasons, which may or may not mean that your patient’s health insurance plan no longer covers their ViiV Healthcare prescription.

    When you enroll your patient in ViiVConnect, a dedicated Access Coordinator can contact your patient’s health plan to find out whether the decision can be appealed or if any exceptions exist, and provide information on other insurance options or additional financial support programs that may be able to help.

    NOTE: We cannot guarantee eligibility for these programs or fill out non-ViiV Healthcare enrollment forms for your patients.

    To find out more about why your patient’s coverage has been denied or about other types of prescription assistance your patient might qualify for, go to Find Assistance or call 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

  • What if my patient doesn’t have health insurance, or his/her health plan is changing because of a recent job switch? How will my patient continue to have access to the ViiV Healthcare medication(s) I’ve prescribed?

    If your patient doesn’t have health insurance, a dedicated Access Coordinator can help find alternative health insurance options or additional financial support programs that may be able to help with out-of-pocket costs for the ViiV Healthcare medication(s) you prescribe.

    If your patient’s health insurance is changing, a dedicated Access Coordinator can contact his/her health plan to get information on maintaining continuous access to the ViiV Healthcare medication(s) you prescribed and to make sure your patient understands how those changes might impact out-of-pocket costs.

    NOTE: We cannot guarantee eligibility for these programs or fill out non-ViiV Healthcare enrollment forms for your patients.

    To find out more about why your patient’s coverage has been denied or about other types of prescription assistance your patient might qualify for, go to Find Assistance or call 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

  • What should I do if I am having issues with a patient’s health insurance coverage?

    Call 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for quick and responsive one-on-one assistance with any service or support component ViiVConnect provides.

    You can also register for the ViiVConnect Portal, for 24/7 access to streamlined patient enrollment, patient coverage status and history, real-time notification alerts, easy upload of supporting documentation, and more

    NOTE: Patient information and data are housed in a secure online environment compliant with HIPAA laws and regulations.

    Register Now or Sign In

  • Does ViiV Healthcare have any information on charitable foundations?

    Yes.ViiVConnect can provide information about charitable foundations and other financial resources that may be appropriate for your patients.

    For one-on-one personalized support and assistance, call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET). Multilingual options available.


Patient Savings Card (PSC) FAQs

  • How can my patient get help with out-of-pocket costs for his/her ViiV Healthcare medication(s)?

    If your patient has a valid ViiV Healthcare prescription, he/she may qualify for the PSC program. The ViiV Healthcare PSC program may help him/her save between $2400 and $6000 per year on out-of-pocket costs for eligible ViiV Healthcare medications.

    Our dedicated Access Coordinators are here to answer any questions you may have about the PSC program and to help you and your patients locate and fill out the necessary paperwork to enroll.

    For more information or to find out if your prescription is eligible for the PSC Program, you can go to Our Medications or call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

    NOTE: The PSC program is not health insurance and is only available to residents of the United States and US territories. It is not for persons receiving sole or primary prescription drug benefits through a government-funded plan or program (ie, Medicare or Medicaid).

  • How can my patient get a PSC for the ViiV Healthcare medication(s) I prescribe?

    You or your patient can go to Our Medications to find out if the ViiV Healthcare medication(s) you prescribed is/are eligible for the PSC program, or you can go to http://www.mysupportcard.com to answer a series of questions (which should take less than 3 minutes to answer) to get a new PSC or to activate an existing PSC.

    If you have questions, please call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

    NOTE: The PSC program is not health insurance and is only available to residents of the United States and US territories. It is not for persons receiving sole or primary prescription drug benefits through a government-funded plan or program (ie, Medicare or Medicaid).

  • Is there an annual income limit or cutoff that could prevent my patient from getting assistance with out-of-pocket costs through the PSC program?

    There are no income restrictions for the PSC program. You can go to Our Medications to find out which ViiV Healthcare prescriptions are part of the PSC program.

    If you have questions, please call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

    NOTE: The PSC program is not health insurance and is only available to residents of the United States and US territories. It is not for persons receiving sole or primary prescription drug benefits through a government-funded plan or program (ie, Medicare or Medicaid).

  • What if my patient is enrolled in another pharmaceutical company’s co-pay program? Will he/she still be eligible for the PSC program?

    Your patient’s enrollment in patient savings card or co-pay programs from other pharmaceutical companies does not affect his/her ability to qualify for the ViiV Healthcare PSC program.

    If you have questions, please call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

    NOTE: The PSC program is not health insurance and is only available to residents of the United States and US territories. It is not for persons receiving sole or primary prescription drug benefits through a government-funded plan or program (ie, Medicare or Medicaid).

  • If my patient has a PSC but has already paid a co-pay, can he/she get a rebate?

    Your patient can use the PSC toward the co-pay for his/her next prescription drug refill. Unfortunately, the PSC cannot be retroactively applied toward a previous co-pay.

    If you have questions, please call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

    NOTE: The PSC program is not health insurance and is only available to residents of the United States and US territories. It is not for persons receiving sole or primary prescription drug benefits through a government-funded plan or program (ie, Medicare or Medicaid).


Patient Assistance Program (PAP) FAQs

  • Is there one form for both ViiVConnect and PAP?

    Yes, the ViiVConnect enrollment form includes a section for patients interested in PAP.

  • Can I call ViiVConnect if I have questions about PAP?

    Yes, ViiVConnect has dedicated Access Coordinators who can answer general questions concerning PAP.

    If you need more information about PAP or eligibility requirements, please go to PAP or call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

  • Who qualifies as a Patient Representative?

    A Patient Representative is someone who is not a family member or friend, whom the patient has designated to act on their behalf for specific healthcare needs or program requirements. This could be a member of the patient’s healthcare team, such as a doctor, nurse, pharmacist, social worker, or caseworker.

    For example: PAP requires that patients who need to apply for same-day access to their medications work through a Patient Representative to enroll in ViiVConnect and apply to the ViiV Healthcare PAP over the phone.

    NOTE: Same-day access service is not available for Medicare Part D patients.

    If you need more information about PAP or eligibility requirements, please go to PAP or call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

  • How can ViiVConnect help with gathering financial information?

    ViiVConnect will complete automated validation of income to confirm eligibility. The program will reach out when circumstances require supplementary income documentation, such as tax forms, to ensure that current and accurate information has been received.

    If you need more information about PAP or eligibility requirements, please go to PAP or call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

    What if my patient is already enrolled in PAP?

    • To complete the re‐enrollment process, you will need to submit
      • A completed application
      • A valid prescription with up to 3 refills if medically appropriate

    NOTE: Program eligibility for Medicare Part D patients ends on December 31 each year, therefore Medicare Part D patients must re-apply for PAP prior to December 31 each year to maintain enrollment.

    • To complete the re‐enrollment process, Medicare Part D patients will need to submit
      • A completed application
      • A copy of the Medicare Part D card
      • Proof of spending $600 or more on out-of-pocket prescription expenses during the current calendar year
      • A valid prescription with up to 3 refills if medically appropriate

    If you need more information about PAP or eligibility requirements, please go to PAP or call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.


Troubleshooting

  • Who can I contact for technical assistance?

    Please contact ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Support requests received after 8 PM (ET) will be handled the morning of the following business day.

  • Who do I contact with suggestions for enhancements to the web site?

    A ViiVConnect Access Coordinator will be happy to hear your suggestions. Please call 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET), for one-on-one personalized support and to discuss how we can use your feedback to continue to enhance the web site.

  • What browsers support the ViiVConnect Portal?

    The ViiVConnect Portal is supported by most up-to-date web browsers including Chrome, Safari, Firefox, and Internet Explorer.

    If the ViiVConnect Portal is not working on your browser, please contact ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator for one-on-one personalized support and assistance, Monday – Friday, 8 AM – 8 PM (ET). Multilingual options available. Support requests received after 8 PM (ET) will be handled on the morning of the following business day.

  • What if my password for the ViiVConnect Portal isn’t working?

    For one-on-one personalized support and assistance with password issues, please call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET). Support requests received after 8 PM (ET) will be handled on the morning of the following business day.

ViiVConnect Enrollment Form:

ViiVConnect logo

Connect with a dedicated Access Coordinator. 1-844-588-3288 (toll-free) Monday – Friday, 8 AM – 8 PM (ET). Multilingual options available.