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If you cannot find an answer to your question here, feel free to Contact Us.
| 1. Can I email the completed pharmacy new order form to Serve You? |
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| Serve You can receive new order forms via standard mail or fax only. (Please note: only physicians can fax or call-in prescriptions). Also, prescription orders must be mailed for some controlled substances. |
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| 2. Can I fax my prescription to Serve You? |
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| Faxed prescription orders are only accepted from physicians. Some controlled substances require that orders must be mailed. Members with prescription orders are asked to mail them to Serve You, P.O. Box 26096, Milwaukee, WI 53226-0096. |
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| 3. Can I find out my cost for a specific medication from my retail pharmacy online? |
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| Yes, you can find out your copay cost for a specific medication at your retail pharmacy by logging in to the Member Portal and clicking on What's My Copay. |
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| 4. Do you contact the doctor for refills? |
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| Serve You can only contact your doctor for refills of medications that we already have on file. Should we need to contact your physician, please take into account that additional time, beyond our typical two-week turnaround, may be required. |
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| 5. How do I find the pharmacies that will fill my prescriptions? |
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| You want to be sure you are filling those prescriptions at pharmacies that accept your insurance. To find those pharmacies, simply click on Pharmacy Network in the Member Portal. It will allow you to search by your address and city or by zip code. |
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| 6. How do I refill my Serve You DirectRx Pharmacy prescription? |
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You can refill Serve You DirectRx Pharmacy prescriptions using any one of the following methods:
Web site
Refill orders can be placed 24 hours a day through our Web site. To refill your prescription, click here.
Phone
Refill orders can be placed 24 hours a day by calling 800-759-3203
Mail
Mail re-order forms to Serve You at P.O. Box 26096, Milwaukee, WI 53226-0096. Re-order forms are shipped with every filled order and are also available at Member Forms. |
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| 7. How do I request an additional Serve You ID card(s)? |
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| Often times, Serve You's prescription coverage is noted on your overall medical health plan card. In that instance you should contact your medical insurance provider. However, if you have an ID card specific to Serve You, please contact Customer Service by calling 800-759-3203. |
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| 8. How soon am I able to re-order my prescriptions through Serve You DirectRx Pharmacy? |
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| Most plans allow members to reorder when two-thirds of the medication has been used. |
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| 9. How will my Serve You DirectRx Pharmacy prescription order be shipped? |
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| Most prescription orders will be shipped via United States Postal Service or UPS. An alternate shipper or expedited shipping may be used for medication orders that require special handling. |
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| 10. I cannot remember my Member Portal User ID and password. How can I login? |
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| At the Member Portal login screen, click on “forgot password” and a temporary password will be sent to your e-mail address. |
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| 11. I do not have a prescription benefit from my employer. Can I still get my prescriptions filled by Serve You DirectRx Pharmacy? |
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| Yes, however, we require that you provide a prescription order from your physician for a three-month’s supply of medication and submit payment with your order. |
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| 12. I paid the full amount for my prescription. How do I get reimbursed? |
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The answer to this question depends on why you paid the full amount. - If the pharmacy is in our network and just had problems processing the claim, the preferred option would be to return to the pharmacy and have them resubmit the claim and receive your reimbursement from that pharmacy.
- If the pharmacy was out of network, you can download a Prescription Reimbursement Claim Form and submit that along with your prescription receipt that includes name, drug, quantity and copay to Customer Service for manual processing. Keep in mind that all claims are processed according to your specific plan design which can impact your reimbursement amount.
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| 13. If I am taking a Tier 3 medication, is there a lower cost alternative on Tier 1 or Tier 2? |
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There could be. On the formulary, Tier 1 and Tier 2 drugs are organized by medical condition. Those drugs that begin with a lowercase letter are Tier 1 generic drugs, and the drugs that begin with an uppercase letter are Tier 2 preferred brand drugs.
On the Serve You Formulary Alternative Guide, preferred brand and generic alternatives are listed to the right of the non-preferred brand drugs for the most common therapeutic categories. Preferred alternatives may also be researched through the Member Portal.
The best way to determine the drug that is right for you is to bring a copy of the formulary to your next physician appointment. |
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| 14. Is my plan information available online? |
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| Not at this time. Please call 800-759-3203 to speak with a customer service representative who can answer any questions you may have about your plan’s benefits. |
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| 15. What forms of payment does Serve You accept? |
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| Visa, MasterCard, American Express, Discover, check or money order. |
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| 16. What if I am told my medication needs prior authorization? |
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| Upon determination that a prescription requires a prior authorization, the pharmacy or physician office should complete a Serve You Prior Authorization Form or call Customer Service at 800-759-3203. |
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| 17. What is your mailing address? |
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| P.O. Box 26096, Milwaukee, WI 53226-0096 |
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| 18. When I entered my User ID and password for the Member Portal, the message said Invalid User ID/Password combination. Please try again. How can I login? |
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| Verify that you are typing the correct User ID and password. If your cardholder ID# has recently changed, you may need to re-register by creating a new User ID/password using a different e-mail address. |
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| 19. When will I receive my prescription order? |
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| Unless your prescription requires special handling, it will be shipped via United State Postal Service or UPS Ground and delivery is dependent on their schedule. Typically, you will receive your prescription(s) within 10 to 14 business days after the order has been placed. To ensure timely delivery, please place your orders at least two weeks in advance to allow for possible mail delays. |
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| 20. Where can I find my Cardholder ID #? |
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| It can be found on the front of your insurance card. |
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| 21. Will my prescription be filled with a generic substitute? |
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| We substitute A-rated, FDA-approved generic equivalents whenever possible unless the physician or patient mandates otherwise. |
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