CGM Patient Support
CGM BILLING ERROR NOTICE
Some UKHMO members have received billing statements related to their continuous glucose monitor (CGM). These statements are being sent in error due to an Anthem technical issue. There is no CGM copay for patients who have UKHMO.
UKHMO is currently working to correct this issue.
If you have received a statement for your CGM in error, please DO NOT call UK DME. Instead, contact the UKHMO office at 859-257-8251, or by email at ukhmo@uky.edu.
UK DME now offers insulin pumps!
We have the following pumps available:
Because Omnipod insulin pumps contain insulin, they are available through UK Retail Pharmacies, but are not available at UK DME.
Tips for managing your continuous glucose monitor (CGM)
- Before throwing away your sensor packaging, take a picture of it. You might need the serial/lot number for a replacement. Serial numbers usually start with (21). (See FAQ below: "What do I do if I have a bad sensor?")
- Don't throw away bad sensors. You might need to send them back for a replacement. (See FAQ below: "What do I do if I have a bad sensor?")
- Please return refill calls as soon as possible. We don't keep sensors in stock, and they usually take 1-2 business days to arrive after ordering.
- The cut-off time for orders being shipped out is 2 p.m.
Frequently asked questions for CGM users
How is filling through UK DME different from filling at the pharmacy?
- It is filed through medical coverage.
- Sensors are mailed in a 90-day supply straight to your address. Orders placed before 2 p.m. ship the same day and arrive in 1-2 business days.
- Sensors are billed to insurance after delivery.
- For the first fill through our program, we send a welcome packet with contact information and a quote of how much you need to pay.
- Costs for HMO users: No out-of-pocket cost for CGM sensors.
- Costs for PPO members: Get a three-month supply for about the price of a one-month supply at a pharmacy.
How do I get refills on my sensors?
- After each order, we will contact you 10 days before your 90-day fill is due.
- You can call 859-257-1896 or email teamdmecgm@uky.edu with questions or concerns about refills.
What do I do if I have a bad sensor?
Reach out directly to Libre or Dexcom.
- Dexcom:
- You can submit a pro-duct support request – U.S. Product Support Request.
- You can submit a call-back request to Dexcom – Submit a Call Back Request | Dexcom.
- You can call Dexcom toll-free at 888-738-3646.
- Libre:
- Submit a Sensor Support Request.
- Choose "Sensor fell off." (Even if it is a bad sensor – this skips the troubleshooting questions.)
- Follow the rest of the steps. They will email you right away with a case number and again when it is approved with a tracking number. It may take 3-5 business days for the sensor. If you need it sooner, they can send it faster at no extra cost.
- You can also call Libre toll-free at 855-632-8658 and ask for a sensor replacement.
Should I pay when I receive the patient responsibility quote?
No. Please pay when you get the invoice. We will mail it to you after insurance pays its part.
What do I owe?
If you do not get an invoice, you should not owe anything. If you have questions about whether your insurance has paid for your order, please email or call us.
What do I do if my address or insurance changes?
Please note that changing your address or insurance doesn't automatically update it in our system. Please call 859-257-1896 with your new information or email it to teamdmecgm@uky.edu.
Will my bill/invoice show in My Chart?
No. Our system is not linked to my chart. You should be getting an invoice in the mail.
How can I pay my invoice?
You can call the DME office at 859-257-1896, mail a check to the address on the invoice or pay on the hmebill pay portal. Please note if you pay on the portal from a UK connection the payment may not go through. This issue is being worked on but is not resolved at this time.