Q1. Is my medication activated when I see my provider?
A1. No. In order to activate your medication(s) you may choose 1 of 2 methods:
- Text "Get in line" to (833)517-4408 (Lackland) or (833)258-0792 (Randolph) and follow the prompts. This will put you in a virtual queue which is being used by our technicians to activate your medications in the order received. This service is not available for urgent medications.
- Proceed to the pharmacy lobby and use the kiosk to activate. This service is available for all routine and urgent medications.
Q2. When I receive a text message saying my “medication is activated” is it filled and ready for pick up?
A2. No. This simply means that a pharmacy team member has reached your request within the queue to activate and has activated any medications in your profile able to be activated at the time of the request.
Q3. How do I turn in my paper prescription?
A3. As of 6 September 2022, JBSA pharmacies to include, Lackland, Randolph and BAMC, will no longer accept paper prescriptions for controlled medications.
For non-controlled medications, please proceed to the pharmacy lobby and pull a ticket for service. Currently the turn around time for paper prescriptions at JBSA-Lackland is 4 duty days. To receive your prescriptions quicker, please consider having your provider submit the prescriptions electronically using the sites below:
DOD JBSA LACKLAD PHARMACY: NCPDP 5912236, NPI 1063829414
DOD JBSA GATEWAY BULVERDE PHARMACY: NCPDP 5923467, NPI 1184122749
DOD RANDOLPH PHARMACY: NCPDP 5912337, NPI 1861800567
Q4. Why am I not getting text messages from the pharmacy?
A4. You may not be registered within the pharmacy’s will call system to notify you once your medication is completed and ready for pick-up. Please proceed to the pharmacy to ensure your phone number is correct/added/updated.
Q5. How do I know if I have medications ready to be activated?
A5. After seeing your provider, you can login to the MHS Genesis patient portal and view any medications in the system that need to be activated. https://patientportal.mhsgenesis.health.mil/
Q6. Where can I find my DoD ID number?
A6. Since JBSA-Lackland pharmacies no longer use Social Security numbers to look up patients anymore, you will be asked for the patient's DoD ID number. The DoD ID number can be found on the beneficiary’s military issued identification card.
If the DoD ID is for a child and they were seen at the WHASC clinics, the clinic should provide you paperwork which contains the patient's DoD ID.
If you still cannot locate the DoD ID of the patient you are trying to activate medications for, please proceed to the lobby of the servicing pharmacy and pull a questions ticket. The pharmacy staff will be able to further assist.
Q7. Can I activate/refill my prescriptions using the MHSGenesis portal?
A7. No. Currently there is no functionality to activate new medications or refill existing scripts on the Portal.