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FAQ
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If you cannot find an answer to your question here, feel free to Contact Us.

1.How can I contact customer service?
2.How do I determine the tier status of drugs on the Serve You Preferred Drug List?
3.How do I get a Prior Authorization form?
4.How do I submit a prescription claim electronically to Serve You?
5.How long does it take to get a Prior Authorization Review?
6.What do I do if I get a Drug Utilization Review reject?
7.What do I do if I get a rejected claim after hours?
8.What is Serve You’s BIN/PCN ?

1. How can I contact customer service?
Physicians and providers can call our toll-free number at 800-759-3203 or send a fax to 866-494-0364. Serve You’s Customer Service hours are:

Monday-Friday7:30 a.m.-9 p.m. CST
Saturday8 a.m.-6 p.m. CST
Sunday9 a.m.-3 p.m. CST

Serve you is open 364 days a year, closed Christmas Day, with reduced hours on other major holidays.

Pharmacies with questions regarding network participation or contracts may also email us at provider_relations@serve-you-rx.com
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2. How do I determine the tier status of drugs on the Serve You Preferred Drug List?
Please refer to the Serve You Preferred Drug List to determine the tier status of a specific medication. On the preferred drug list document, 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.

The Recent Preferred Drug List Changes document contains a list of recent changes that have been made to the Serve You Preferred Drug List.
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3. How do I get a Prior Authorization form?
Upon determination that a prescription requires a Prior Authorization, typically the pharmacy or physician office contacts Customer Service to obtain the appropriate form. Should a standard Prior Authorization form be required, it can be obtained by clicking here or calling 800-759-3203.

Please note: This is a "standard" Prior Authorization form. Depending on the member's benefit plan, a more specific Prior Authorization form may be required.
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4. How do I submit a prescription claim electronically to Serve You?
Requirements for electronic claim submission may be found in the Serve You Payer Sheets.

Serve You D.0 Payer Sheet (PDF) Applicable only until 12/31/2014

Serve You BIN 610548 D.0 Payer Sheet 01.01.2015

If you need assistance, please contact Customer Service at 800-759-3203 or email Provider Relations at provider_relations@serve-you-rx.com
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5. How long does it take to get a Prior Authorization Review?
Prior authorizations are typically reviewed within 24 hours of receipt. For those authorizations needing a more extensive clinical review, the turnaround time may be up to two business days.
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6. What do I do if I get a Drug Utilization Review reject?
First step is to review the messaging provided via the online system. If additional information is needed or to request an override, please contact Customer Service at 800-759-3203. A representative will discuss the DUR with you and if an override is deemed appropriate, an authorization will be entered and the claim approved either as a one time override or an extended period, depending on the drugs and circumstances involved.
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7. What do I do if I get a rejected claim after hours?
Customer Service will assist the pharmacy in resolving claim rejections and should be contacted at 800-759-3203 during normal hours of operation:

Monday-Friday7:30 a.m.-9 p.m. CST
Saturday8 a.m.-6 p.m. CST
Sunday9 a.m.-3 p.m. CST

For emergency situations, we recommend the dispensing pharmacist use their best professional judgement in providing the patient with the necessary amount of medication needed while the claim is being resolved.
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8. What is Serve You’s BIN/PCN ?
Effective January 1, 2015, Serve You will process all claims under BIN 610548.

For any claims previously submitted to the BIN/PCN combination of 001553 / SERVU should now be submitted to: BIN 610548 / PCN SERVU. Group # is listed on the member ID card.

For client or group specific payer sheets, please contact us at 800-759-3203 or email provider_relations@serve-you-rx.com.
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