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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? |
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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 Formulary? |
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Please refer to the Serve You Formulary to determine the tier status of a specific medication. On the formulary 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 Formulary Changes document contains a list of recent changes that have been made to the Serve You formulary. |
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| 3. How do I get a Prior Authorization form? |
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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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| 5. How long does it take to get a Prior Authorization Review? |
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| 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? |
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| 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? |
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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 ? |
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Serve You operates under two different BIN #’s:
BIN 001553 /PCN SERVU / Group # is located on each member’s ID card which identifies the employer group
BIN 610548 / PCN 3WC / Group UHS - Unified Health Services – for workers’ compensation claims
BIN 610548 / PCN 3300 / Group 3300 – Auto-Owners Insurance Company |
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