Frequently Asked Questions

We work with a wide range of healthcare organizations including health plans, telehealth providers, medical device companies, wellness programs, hospitals, and healthcare startups. We also support military, government, and commercial organizations that need help assembling, storing, and shipping products.

Most programs can be up and running within 60 to 90 days. Simpler projects can often move faster, while more complex programs that require system integrations or custom workflows may take longer. During the planning process, we'll work with you to develop a timeline that fits your project.

Many large fulfillment companies are built around standardized processes and prefer projects that fit neatly into their existing systems. At Fieldtex, we take a more flexible approach and regularly support custom projects involving kitting, assembly, specialized packaging, product sourcing, and unique fulfillment requirements.

Our customers also have direct access to a responsive team that understands their program and can help solve problems quickly. We believe fulfillment should feel like a partnership, not a ticket submitted into a support queue.

An Over-the-Counter (OTC) benefit program gives eligible health plan members access to approved health and wellness products through a benefit established by their health plan.

We help health plans administer these programs by providing product sourcing, inventory management, fulfillment, member ordering, shipping, and other operational services.

There is no single standard that applies to every health plan. OTC benefits can be structured around the needs of each plan and its members.

Programs may be offered monthly, quarterly, annually, or according to another schedule established by the health plan.

For example, we have supported benefit structures such as $80 per quarter and $25 per month. Our OTC catalog programs are designed to accommodate the benefit amount and frequency selected by the health plan.

We work closely with each health plan to develop a customized product catalog based on the plan's benefit design, member population, and applicable product requirements.

We can provide a selection of generic and brand-name products for the health plan to review and choose from. The available benefit amount can also influence which products are included, particularly when considering higher-cost items.

Customized pricing can be developed based on factors such as member population, location, utilization, inventory requirements, and freight.

Yes. Rollover options can be incorporated into an OTC benefit program.

A health plan can determine whether unused benefits roll over and accumulate from one benefit cycle to another or expire at the end of the benefit cycle.

The rollover structure is ultimately determined by the health plan's benefit design.

That depends on how the health plan structures its program.

When requested and authorized by the health plan, our OTC programs can include credit card processing capabilities that allow members to purchase additional eligible products beyond their available benefit amount.

If the program does not include an additional payment option, members are limited to their available benefit amount.

Order frequency can be customized based on the health plan's requirements.

Members can place multiple orders during a benefit period unless the health plan establishes a different limit.

We generally recommend limiting members to one shipment per benefit cycle because consolidating orders can help reduce shipping costs for the health plan.

OTC orders are generally processed within 24–48 hours after they are received at our fulfillment center.

Members typically receive their shipments within approximately 3–7 days, depending on their location, shipping method, and other delivery conditions.

Yes. We can provide health plans with both generic and brand-name product options for consideration when developing their customized OTC catalog.

The final product selection is determined by the health plan and its benefit requirements.

Yes. Each OTC program can be customized around the health plan's benefit structure, eligible products, member population, ordering process, and branding requirements.

We can help with product selection, pricing, catalog development, inventory planning, fulfillment, and member delivery.

Yes. As part of the OTC program setup process, we can develop a custom-branded ordering experience for the health plan.

The program can be structured around the health plan's branding and approved product catalog to provide members with a consistent ordering experience.

Most of the products we handle are small to mid-sized items such as medical supplies, wellness products, supplements, medical devices, and consumer packaged goods. If your product can typically be shipped through UPS, FedEx, or USPS, there's a good chance we can support it.

Yes. We regularly help customers source products for fulfillment, wellness, and healthcare-related programs. Our team works with an established network of manufacturers, distributors, and suppliers and can also identify new sources when a project requires it.

Depending on the program, we can assist with product selection, procurement, inventory management, and ongoing replenishment to help simplify the process and reduce the number of vendors you need to manage.

Yes. Custom kitting and assembly projects are a core part of what we do. Long before we began offering fulfillment services in 2009, our team was assembling first aid kits and healthcare products in-house. Today, we continue to support projects that require multiple components, specialized packaging, labeling, inspections, and assembly.

Many fulfillment companies prefer simple pick-and-pack operations, but we are comfortable supporting projects that require additional labor and attention to detail. Whether you're building wellness kits, medical device packages, onboarding kits, or custom promotional programs, we can help bring the project together.

Yes. We can support custom packaging, branded inserts, product literature, welcome letters, promotional materials, and other branded components that help create a consistent experience for your customers, members, patients, or employees.

Whether you're shipping a medical device, wellness box, healthcare product, or custom kit, we can work with your team to ensure the final package reflects your brand and program goals.

Yes. We can ship products directly to members, patients, employees, customers, or healthcare providers anywhere in the United States. Whether your program involves a one-time shipment, ongoing monthly deliveries, or recurring orders based on member activity, our team can manage the fulfillment and distribution process.

We ship products throughout the United States every day and can support programs ranging from a few shipments per week to large-scale nationwide distribution projects. Our Rochester, NY location provides excellent access to major population centers throughout the Northeast, Mid-Atlantic, and Midwest, allowing a large portion of the country to be reached within two days using standard ground shipping services.

Protecting sensitive information is a critical part of our business. We use secure data transfer methods, controlled system access, password-protected environments, and established data handling procedures designed to protect member and patient information throughout the fulfillment process.

Our team has extensive experience supporting healthcare-related programs that require secure data management and HIPAA-compliant processes. We work closely with customers to ensure information is handled appropriately and in accordance with program requirements.