Recent Updates On Prescription Fulfillment

Ensuring medication access without interruptions is incredibly important to us. Our team is working tirelessly to ensure that your prescriptions are processed as quickly as possible so you can focus on what matters – your health.

We’re committed to providing transparent updates and support throughout this process, and we deeply appreciate your patience as we work through the recent changes together.

Below, we’ve broken down everything you need to know about the current process and what it means for you:
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Our Fulfillment Process

All prescriptions are actively being processed by our care team and sent to our pharmacy partners, Empower or Red Rock, depending on your state.
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Order Status

You can check the status of your prescription in the patient portal. If you see “Order has been placed with the pharmacy,” this means your prescription has been approved by our care team and sent to the pharmacy. Unfortunately, once the pharmacy has your order, we do not have access to additional status updates from their system. We know this information is more limited than what you were previously provided, and we appreciate your understanding as we work to integrate more seamlessly with these partner pharmacies.

You can create an account with the carrier (FedEx/UPS) to receive up-to-date notifications on the status of your shipment. 
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About Empower’s Process

Empower is currently onboarding all of Mochi Health’s providers into their system, a step they require before they can start filling prescriptions. We’ve already submitted the necessary information for every provider. However, Empower manages this verification process in its entirety, and their timeline has been much slower than anticipated. They have assured us they’re actively making progress here, and we’ve remained in constant communication with them to help ensure the process stays on track.
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What Do You Need to Do?

If any action is needed from you, you’ll see further instructions in your Patient Action Center (PAC). If there aren’t any PAC notifications, you’re all set! No further steps are needed.

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Noticing slower response times? Here’s why:

Our team is prioritizing order processing to get prescriptions to Empower and Red Rock as quickly as possible. This means response times to calls and messages may be slower than usual. Please know this is because we are fully focused on ensuring your medication reaches you promptly.
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What We’re Focused On

We know this transition may feel different than the excellent service you are used to with Mochi Health. Our team is doing everything we can to keep things moving, and we want to assure you that all the available updates have been shared here and in the patient portal. Calling or messaging us for shipment updates will not provide additional details.

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We care deeply about you and your health. We’re working hard behind the scenes to get every order processed as quickly as possible. Here’s what we’re focused on right now:

• Keeping our care team laser-focused on helping get your medication to you
• Prioritizing order processing to both Empower and Red Rock
• Integrating with Empower’s system to allow for better tracking and updates in the future

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We understand how critical it is for your treatment plan to stay on track, and we know how frustrating it can be if there are delays. Rest assured that we remain fully devoted to supporting you through this process, prioritizing seamless, reliable care every step of the way.