RxAmerica understands your need for quick and responsive solutions to your questions and concerns. To ensure that your customer needs are met, RxAmerica provides two call centers to assist customers, members, benefit administrators and pharmacies and physicians.

PBM - RxAmerica's Help Desk is the focal point for all concerns and problems, as well as providing general system information, a positive corporate image for plan sponsors, and responses to inquiries about procedural matters from plan sponsors, provider pharmacies and plan members. The Help Desk is responsible for all retail and mail service claims processing, locating pharmacy providers and eligibility issues. This center has immediate access to plan design provisions, a member’s history files, claim status (regardless of whether the claim is a retail or mail service claim), and eligibility information. Generally, pharmacies and plan benefit managers call the PBM for any questions. Members call to use the provider referral service. This service allows our plan members to call our toll-free number to have a customer service representative locate the participating network pharmacy nearest their home or work.

Our PBM Help Desk is open 24 hours a day, seven days a week. RxAmerica observes the following national holidays: Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.

Mail Service - The Mail Service Call Center is similar to a retail pharmacy, and is responsible for accepting prescription orders from members and addressing payment concerns. The Mail Service Customer Service department can also provide the status of a Mail Service drug order. Generally, members call this number to order a refill, or inquire about a prescription or invoice.

Currently, our Mail Customer Service hours are 7 a.m. to 8 p.m.(CST) Mondays through Fridays, and 7 a.m. to noon on Saturdays. A pharmacist is available during those same hours to handle drug concerns. After-hour calls are handled through an answering service with the ability to page a registered pharmacist for emergencies and immediate response needs.