Following are answers to frequent questions we are asked. If you have urgent questions about a prescription filled through our mail service, Serve You DirectRx Pharmacy, call us at 800-759-3203. If you are experiencing a medical emergency, please call 911.

For specific questions about your prescription claim, copay, deductibles, or about your prescription plan benefit in general, please contact your pharmacy benefit manager.

 

What is a pharmacy benefit manager?

Pharmacy benefit managers (PBMs) are hired by commercial health plans, self-insured employer plans, Medicare Part D plans, state government employee plans, etc. to lower pharmacy costs for plans sponsors and their members, help maintain access to affordable medications, and improve health outcomes.

What is a formulary or preferred drug list?

A formulary or preferred drug list is a list of the most commonly prescribed generic and brand-name drugs that may be covered by your health plan. The drugs on the Serve You Rx formularies are evaluated by a Pharmacy and Therapeutics Committee made up of independent practicing physicians, pharmacists, and other experts in the treatment of disease and preservation of health who use the clinical effectiveness, safety, and value of a drug to determine a drug’s formulary status. The primary purpose of the formulary is to encourage the use of the most affordable, safe, and effective drugs. Check with your employer or call us at 800-759-3203 to learn which Serve You Rx formulary or preferred drug list applies to you. You can find the Serve You Rx formulary listings on the Members page.

 

What is a generic drug?

Generic drugs contain the same active ingredients as their brand-name counterparts and can be considerably less expensive. Therefore, an FDA-approved generic equivalent will be dispensed whenever possible based on availability. If you or your prescriber request the brand-name drug when a generic equivalent is available, you may have to pay the difference between the generic drug and the brand-name drug cost, plus the applicable brand-name drug copayment, if your plan has a mandatory generic program.

What is a brand drug?

A drug with a brand name is the first of its kind to have been discovered, researched, tested, developed, produced, and patented for the market. When the patent for a brand drug expires, generic versions of the drug can be developed and marketed.

What is a preferred drug?

Preferred drugs are brand-name drugs that have a lower copayment or coinsurance than non-preferred brand-name drugs.

What does it mean when I am told my medication needs prior authorization?

A limited number of medications require clinical review and approval before coverage of the medication is authorized. The goal of the prior authorization process is to help ensure medications are used in the most appropriate cases and dosages as recommended by the U.S. Food and Drug Administration (FDA). The medical necessity of using specific medications is confirmed before benefit coverage is approved. Learn more about the prior authorization process

What is Step Therapy?

Most medical conditions have multiple medication options. Although their clinical effectiveness may be similar, prices can vary widely. The Step Therapy program has you first try a less expensive medication that has been proven effective for treating most people with the same condition before you can step to a more expensive drug. 

What does it mean when my medication has a Quantity Limit?

Quantity Limit is a restriction on the amount of medication that is covered by your plan during a specific period of time. Most often, a Quantity Limit is set as a maximum quantity of tablets, capsules, milliliters of liquid, or other unit that can be received as a covered benefit within a certain time limit, usually on a monthly basis for prescriptions obtained at a retail pharmacy or on a 90-day basis for medications obtained at the mail order pharmacy. Learn how Quantity Limits work

Why use mail service?

Mail service through Serve You DirectRx Pharmacy is an easy and convenient way to obtain and save money on the medications you take on a regular basis (e.g. drugs for high blood pressure, diabetes, high cholesterol, heart conditions, asthma, arthritis, etc.). Serve You DirectRx provides free standard home delivery, fast turnaround, and up to a 90-day supply of most medications at a cost that is likely less than you would pay in copays at a retail pharmacy.

Is it safe to receive medications in the mail?

Our packaging methods are effective in getting your medication to you safely, securely, and discreetly. Our confidential packaging also protects against weather and tampering.

Can I order refrigerated items or controlled substances through your mail service?

Yes, items requiring refrigeration are shipped overnight in special packaging that keeps the medication at the required temperature. Controlled substance orders can be filled, however, individual state regulations may apply.

How do I place an order with Serve You DirectRx Pharmacy?

You can ask your physician to send your prescription to us electronically or by phone. If you have a written prescription in hand, you can download and complete our New Prescription Mail-In Order Form and mail it along with the original written prescription and the applicable copayment to:

Serve You DirectRx Pharmacy

P.O. Box 26096

Milwaukee, WI 53226

We recommend placing your order when you have two weeks (14 days) of your supply remaining. If you are placing an order with us for the first time or starting a new medication, you may want to ask your doctor to provide a prescription you can initially fill at a local retail pharmacy and another prescription for the maximum days’ supply, plus refills if appropriate, that you can send to Serve You DirectRx. We process most orders within two business days, with additional time needed for shipping and delivery.

Can my doctor send my prescription directly to Serve You DirectRx Pharmacy?

Yes, your doctor can send us your prescription by phone, fax, or e-prescribe to Serve You DirectRx Pharmacy.

I'm told my prescription health plan is an "exclusive mail" plan. What does that mean? If I only need to take a medication for a short period of time, such as seven days, will I still need to place my order through your mail service?

The term “exclusive mail” is used to describe a prescription health plan that is structured to have prescriptions for chronic conditions (e.g. high blood pressure, high cholesterol, diabetes, etc.) filled exclusively by a mail service pharmacy. Mail service is often the most cost-efficient option for filling medications taken long-term, and home delivery often helps people stay on schedule with refills, improving adherence to the prescribed therapy. Prescriptions for medications needed for a short term to treat acute conditions, such as antibiotics for an ear infection, can typically still be filled at a retail pharmacy. We recommend you check your employer’s benefit plan document or call us at 800-759-3203 to learn the specifics about your prescription health plan.

Can prescriptions be transferred from another pharmacy to your mail service?

Yes, prescriptions can be transferred between pharmacies in a number of ways. You can complete and submit our Prescription Transfer Form or call 800-759-3203 and speak with one of our customer service representatives.

How far in advance should I place my order?

We recommend placing your order when you have two weeks (14 days) of your supply remaining. If you are starting a new medication, you may want to ask your doctor to provide a prescription you can initially fill at a local retail pharmacy and another prescription for the maximum days’ supply, plus refills if appropriate, that you can send to Serve You DirectRx. We process most orders within two business days, with additional time needed for shipping and delivery.

 

How long will it take for me to receive my order?

Serve You DirectRx ships nationwide and your location may impact the time needed for delivery. However, most orders are processed within two business days and shipped first-class mail, arriving in less than one week from the day shipped.

How can I learn about the status of my mail order?

If you placed your order through Serve You DirectRx and provided your email address, you will receive an email with tracking information regarding your shipment. Otherwise, you can call 800-759-3203 and one of our customer service representatives can assist you.

In the case of an order delay, one of our customer service representatives will contact you.

What if the medication I need or ordered isn’t listed on the formulary?

The Preferred Drug Lists (formularies) are not intended to be a complete list of medications, and not all medications listed may be covered under your plan. Please look at your benefit plan documents provided by your employer or plan sponsor to see what medications are covered under your plan. You may also log on to serve-you-rx.com or call customer service at 800-759-3203 for more information.

If my doctor prescribes a brand drug, will you automatically substitute it with a generic medication?

FDA-approved generic equivalents will be dispensed for brand-name drugs whenever possible, unless you or your prescriber specify otherwise. If you or your prescriber request the brand-name drug when a generic equivalent is available, you may have to pay the difference between the generic drug and the brand-name drug cost, plus the applicable brand-name drug copayment, if your plan has a mandatory generic program.

How do I refill my prescription?

There are four easy ways to get your refills if your prescription has been filled by us previously.

  • Enroll in EZAutoFill, a free service that automatically refills your prescription based on an estimated supply remaining and mails it to you at no charge. Your cost share for the drug is charged to the credit card we have on file. (This service is not available to patients using Medicare.)
  • Use EZRefillRx available 24/7 through our website.
  • Call 800-759-3203 and use our 24/7 automated refill service.
  • Complete the order form included with your previous shipment and mail it along with payment. Payment needs to be provided at the time the order is placed.
I was told I tried to refill my prescription too soon. When can I request a refill?

A good guideline is to place your order when you have approximately two weeks of your current supply remaining. If you contact us for a refill and it is too soon for us to fill it, we will place your order on file and proceed with the order when time allows. (This process does not apply to controlled substances.)

Can I talk with a pharmacist if I have questions about my medication?

Absolutely! Pharmacists are available 24 hours per day, 7 days per weeks to answer questions about your prescription orders filled by Serve You DirectRx. Call 800-759-3203.

How can I safely dispose of unused medications?

Due to state and federal regulations, Serve You DirectRx cannot accept returned medications for disposal. To safely dispose of medications, we recommend taking them to a U.S. Drug Enforcement Administration (DEA)-authorized collector. You can find a location near you here.

How do you handle drug recalls?

Serve You Rx follows drug recall procedures as directed by the Federal Drug Administration (FDA) and, when necessary, contacts members who are taking the recalled medication. If you see that the drug you received from Serve You DirectRx Pharmacy has been recalled and have not yet been contacted by us, call us at 800-759-3203.

What if there is an emergency or disaster and I need to get my medications?

If you have been impacted by an emergency or disaster and have an urgent need to get your medications, please call us at 800-759-3203. Should an emergency or natural disaster threaten our facilities, Serve You Rx has a business continuity plan ready to deploy in order to minimize any disruption to your service and provide you with the medications you need when you need them.

 

If you have a comment or complaint regarding service provided by Serve You Rx or our mail service, Serve You DirectRx Pharmacy, please call us at 800-759-3203.