Healthcare Professional Resources

Frequently Asked Questions (FAQs)

If you don’t find the answers you’re looking for, call ViiVConnect at 1-844-588-3288 (toll free), Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. Multilingual options available.

ViiVConnect FAQs

What is ViiVConnect?

ViiVConnect is here to provide information on insurance coverage and financial support programs that could help patients get their ViiV Healthcare medication(s).

Is there a charge for ViiVConnect?

No.

What 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:

  • Benefit verification
  • Claim denials and appeals support
  • Coding and billing assistance
  • General information on local health insurance plans/coverage
  • General information on the Affordable Care Act (ACA)
  • Patient Assistance Program for patients who qualify*
  • Patient Savings Card assistance*
  • Prior authorization support

*Subject to eligibility, program terms and conditions. ViiVConnect programs do not constitute health insurance.

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, call 1-844-588-3288 (toll free) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. 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
    Utilizing our secure online resource tool, you can expedite patient enrollment and coverage tracking.
    Register Now or Sign In if already registered. Once registered, you can enroll and track patients.

  • 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 or Spanish for download here and on the Get Started page. Additionally, when you register for the ViiVConnect Portal, you can submit enrollment forms for your patients online.

For one-on-one assistance with submitting an enrollment form, call ViiVConnect at 1-844-588-3288 (toll free) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. 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 find information on the appropriate resources and paperwork needed to understand and/or apply for programs that might be able to help patients get their prescribed ViiV Healthcare medication(s).

We can also work with you and their health insurance 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 the Access Coordinators page 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.

For more information, call 1-844-588-3288 (toll free) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. Multilingual options available.

ViiVConnect Portal FAQs

What is the ViiVConnect Portal?

The ViiVConnect Portal is a secure online resource tool that provides 24/7 access to streamlined patient enrollment, patient coverage status and history, real-time notification alerts, easy upload of supporting documentation, electronic prior authorization for select ViiV Healthcare medicines, and more. When you register for the ViiVConnect Portal, a click-to-chat feature is available 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 if you are already registered.

Who can use the ViiVConnect Portal?

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

What information is available on the ViiVConnect Portal?

The ViiVConnect Portal provides 24/7 access to streamlined patient enrollment, patient coverage status and history, real-time notification alerts, easy upload of supporting documentation, electronic prior authorization for select ViiV Healthcare medicines, and more. When you register for the ViiVConnect Portal, a click-to-chat feature is available for secure messaging, Monday – Friday, 8 AM – 8 PM (ET). Multilingual options available.

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

Register Now or Sign In if you are already registered.

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 registration link on the ViiVConnect Portal page. Once you’ve completed the registration fields, click ‘Submit.’ After submitting your forms, ViiVConnect will need to verify your registration prior to use. For immediate validation and access, call 1-844-588-3288 (toll free), and an Access Coordinator will verify your information and help you gain access. Or, a dedicated Access Coordinator will contact you within 24 to 48 hours by phone and/or e-mail you to verify your office information. This is an important step to ensure validity of all registrants. An e-mail with your portal login 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, call 1-844-588-3288 (toll free) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. 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.

Why do I have to register for the ViiVConnect Portal?

This is a security measure to ensure that only authorized individuals have access to patient information.

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 use the click-to-chat feature if you have questions or you can also call ViiVConnect at 1-844-588-3288 (toll free), Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. Multilingual options available. Requests received after 8 PM (ET) will be handled on the morning of the following business day.

Is there a charge to use the ViiVConnect Portal?

No.

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 login 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 or within a pharmacy?

Each office, clinic, or pharmacy 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. To facilitate having one portal account in your office, clinic, or pharmacy, please call ViiVConnect to help set up your portal.

How do I change my ViiVConnect Portal communication preferences for receiving 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. 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) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. 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) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. 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.

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

Once you have submitted the enrollment form and benefit verification has been completed, ViiVConnect will alert you if your patient’s health insurance plan requires a 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 select ViiV Healthcare medications, electronic prior authorization is available if you are registered and complete the enrollment form via the portal. The portal also has a click-to-chat feature to help provide information if you have questions.

When a PA request has been submitted, ViiVConnect will follow up with the patient’s health insurance plan until it’s resolved. If the PA request is denied, a dedicated Access Coordinator can contact your patient’s health insurance 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.

For more information on prior authorization, go to the Financial and Savings page. For immediate assistance, call ViiVConnect at 1-844-588-3288 (toll free) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator, or click-to-chat with an Access Coordinator through the ViiVConnect Portal. Multilingual options available.

What type of assistance is available for my Medicare patients?

ViiVConnect can provide health insurance-related information for your Medicare patients with prescription drug coverage (Part D or an Advantage Plan). This includes:

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

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 (i.e., 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 ViiVConnect Savings Card program or the ViiV Healthcare Patient Assistance Program, there are other independent and government-funded programs that offer a wide range of assistance programs and support services.

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

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

What if the pharmacy tells my patient that the ViiV Healthcare medication(s) I prescribed is not covered?

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 by completing an enrollment form, a dedicated Access Coordinator can contact your patient’s health insurance plan to find out why the product was denied, what information the plan may need, 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, call 1-844-588-3288 (toll free) Monday - Friday, 8 AM - 8 PM (ET) to speak with a dedicated Access Coordinator. Multilingual options available.

What if my patient doesn’t have health insurance, or his/her health insurance 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 information on alternative health insurance options or additional financial support programs that may be able to help.

If your patient’s health insurance is changing, a dedicated Access Coordinator can contact his/her health insurance 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 the Financial and Savings page or call 1-844-588-3288 (toll free) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. Multilingual options available.

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

Complete an enrollment form for your patient if you have not already completed one, and call 1-844-588-3288 (toll free) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator, who can contact the health insurance plan and provide information on the patient’s health insurance coverage.

You can also register for the ViiVConnect Portal, our secure online resource tool that gives you 24/7 access to streamlined patient enrollment, patient coverage status and history, real-time notification alerts, easy upload of supporting documentation, and more. Once you have registered and ViiVConnect has verified your information (note: you can call for immediate verification and portal access), then you can digitally enroll your patient into ViiVConnect and track their status and upload any documents the patient’s health insurance plan may need.

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

Register Now or Sign In if you are already registered.

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.

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

ViiVConnect Savings Card FAQs

Can my patient get savings for his/her ViiV Healthcare medication(s)?

If your patient has a valid ViiV Healthcare prescription, he/she may qualify for the ViiVConnect Savings Card program. The ViiV Healthcare savings card program may help him/her save on out-of-pocket costs for eligible ViiV Healthcare medications. Learn more about patient eligibility and savings on ViiV Healthcare products on the program website.

Our dedicated Access Coordinators are here to answer any questions you may have about the ViiVConnect Savings Card and to help you and your patients locate and understand what information is needed to enroll.

For more information or to find out if your prescription is eligible for the ViiVConnect Savings Card, you can go to ViiV Medicines or call ViiVConnect at 1-844-588-3288 (toll free) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. Multilingual options available.

NOTE: The ViiVConnect Savings Card 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 (i.e., Medicare or Medicaid).

How can my patient get a ViiVConnect Savings Card for the ViiV Healthcare medication(s) I prescribe?

You or your patient can go to ViiV Medicines to find out if the ViiV Healthcare medication(s) you prescribed is/are eligible for the ViiVConnect Savings Card program, or you can go to program website to get a new savings card or to activate an existing savings card.

If you have questions or need help with getting or activating a ViiVConnect Savings Card, please call ViiVConnect at 1-844-588-3288 (toll free) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. Multilingual options available.

NOTE: The ViiVConnect Savings Card 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 (i.e., Medicare or Medicaid).

Is there an annual income limit or cutoff that could prevent my patient from getting savings through the ViiVConnect Savings Card program?

There are no income restrictions for the ViiVConnect Savings Card program. You can go to ViiV Medicines to find out which ViiV Healthcare prescriptions are eligible.

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

NOTE: The ViiVConnect Savings Card 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 (i.e., 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 ViiVConnect Savings Card 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 savings card program. The ViiVConnect Savings Card is for use with eligible ViiV Healthcare medicines. Go to ViiV Medicines to see which medicines are eligible.

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

NOTE: The ViiVConnect Savings Card 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 (i.e., Medicare or Medicaid).

If my patient has a ViiVConnect Savings Card but has already paid a co-pay, can he/she get a rebate?

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

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

NOTE: The ViiVConnect Savings Card 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 (i.e., Medicare or Medicaid).

Patient Assistance Program (PAP) FAQs

Is there one form for both ViiVConnect and PAP?

Yes, the ViiVConnect enrollment form is the one form for ViiVConnect and PAP.

Can I call ViiVConnect if I have questions about PAP?

Yes, ViiVConnect has dedicated Access Coordinators who can provide information concerning PAP.

If you need more information about PAP or eligibility requirements, please go to the PAP page or call ViiVConnect at 1-844-588-3288 (toll free) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. 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 his/her behalf for specific healthcare needs or program requirements.  This could be a member of the patient’s healthcare team such as a doctor, nurse, or pharmacist; or a social worker, caseworker or member of the clergy as designated by the patient.

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 the PAP page or call ViiVConnect at 1-844-588-3288 (toll free) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. Multilingual options available.

How can ViiVConnect help with gathering financial information?

ViiVConnect will complete automated validation of income to confirm eligibility. This automated process should result in no financial information being required for PAP qualification.

If you need more information about PAP or eligibility requirements, please go to the PAP page or call ViiVConnect at 1-844-588-3288 (toll free) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. 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 criteria for Medicare Part D patients ends on December 31 each year.  Therefore, Medicare Part D patients must re-apply for PAP in each new calendar year, once the out-of-pocket spend requirement is met.

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 the PAP page or call ViiVConnect at 1-844-588-3288 (toll free) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. Multilingual options available.

Troubleshooting

Who can I contact for technical assistance?

Please contact ViiVConnect at 1-844-588-3288 (toll free) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. Multilingual options available. 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 website?

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

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) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. Multilingual options available. 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 help with password issues, please call ViiVConnect at 1-844-588-3288 (toll free) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. Multilingual options available. Requests received after 8 PM (ET) will be handled on the morning of the following business day.

Need Help?
Our dedicated Access Coordinators can help answer questions about the ViiVConnect Portal and help you register today.

Talk one-on-one live with a dedicated Access Coordinator

phone

1-844-588-3288 (toll free)
Monday - Friday, 8AM - 8PM (ET)
Multilingual options available.