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Member Frequently Asked Questions

What is PrimeMail®?

PrimeMail is the prescription mail service offered by Prime Therapeutics LLC. In addition to easy ordering by web, phone and mail, PrimeMail members have access to pharmacists and member service agents 24-hours a day, 7 days a week. Beginning December 19, 2008, members can visit www.MyPrimeMail.com to register and log-in, complete their PrimeMail profile, and obtain order forms and brochures. Starting January 1, members can order prescriptions using the Web. With PrimeMail, prescription medications are confirmed for accuracy and quality by registered pharmacists and delivered to your door in safe, plain-labeled packaging.

I already receive prescriptions through my current mail service pharmacy, how do I transfer my prescriptions?

If you are already receiving long-term medications through your current mail service provider, your prescriptions will automatically be transferred to PrimeMail if you have refills available. You do not have to do anything.* Beginning December 19, 2008, you can check www.MyPrimeMail.com to verify that your prescriptions have transferred and are ready to be filled by PrimeMail. If you have a refill due on or near January 1, a PrimeMail representative may contact you to explain the switch and provide information on how to order refills.

* Controlled substances and compound drugs will not be automatically transferred due to certain pharmacy law restrictions. PrimeMail will assist members with obtaining new prescriptions for these substances.

How do I order refills through PrimeMail?

Ordering refills is easy through PrimeMail. Beginning January 1, 2009, you can order refills online, by phone, or through the mail. If you have refills available for your mail order prescription, you can use the prescription numbers used by your previous mail order pharmacy to order your first refill with PrimeMail.

Ordering refill prescriptions online
Beginning December 19, 2008, you can check www.MyPrimeMail.com to verify that your prescriptions have transferred and are ready to be filled by PrimeMail. Starting January 1, 2009, you can order refills using www.MyPrimeMail.com.

Ordering refill prescriptions by phone
Beginning January 1, 2009, you can order refills toll-free by calling 866.260.0487.

Ordering refill prescriptions through the mail
If you prefer, you may also mail in the PrimeMail Refill Order Form. This form is sent with each of your prescriptions and will also be available online at www.MyPrimeMail.com beginning December 19, 2008. Refill forms should be sent to:
PrimeMail
PO Box 16190
Pittsburgh, PA 15242-0190

Prescriptions ordered should be received in 5 to 10 business days.

How do I order new prescriptions through PrimeMail?

PrimeMail makes ordering new prescriptions easy. Beginning January 1, 2009, you can order new prescriptions online, by phone or through the mail. Prescriptions ordered should be received in 5 to 10 business days.

Ordering new prescriptions online
To order new prescription online, go to www.MyPrimeMail.com after January 1, 2009. Register as a new member (or log-in if you have previously registered), select a link under "PrimeMail Concierge Services", and follow the instructions provided.

Ordering new prescriptions by phone
To order new prescriptions by phone, call 866.260.0487.

Ordering new prescription through the mail (ongoing)
To order through the mail, print, fill out and mail the PrimeMail New Prescription Form. This form will be available at www.MyPrimeMail.com beginning December 19, 2008 and is also found in the Welcome Packets that will be sent to current mail users home addresses in November.

Completed forms should be mailed to:
PrimeMail
PO Box 16190
Pittsburgh, PA 15242-0190

Can I get controlled-substance medications from PrimeMail?

Yes. Controlled-substance medications are available through PrimeMail. Your quantity and refill amounts of controlled-substance medications may be limited in accordance with applicable pharmacy regulations and your benefit plan. Please call PrimeMail's member service agents at 866.260.0487 if you have questions on your controlled-substance prescription orders.

Will PrimeMail pharmacists automatically substitute a generic medication?

PrimeMail pharmacists will dispense FDA-approved generic equivalents when available and appropriate and in accordance with applicable law.

If I have new prescriptions for mail order before January what should I do?

Your current mail-service provider will continue to receive and fill your mail service prescriptions through December 31, 2008. Any prescriptions received at your current mail-service provider on or after January 1 will be delivered to PrimeMail via next-day courier for dispensing.

Where do I call if I have questions?

For questions prior to December 1, 2008, please call the FLRx Pharmacy Help Desk at 800.724.5033. Beginning December 1, 2008, PrimeMail member service will be available 24 hours a day, 7 days a week toll-free at 866.260.0487. Members using TTY/TTD equipment can call 711.Our specially trained customer service representatives and on-site pharmacists can answer your questions about your medication.





© Prime Therapeutics LLC       This web site was last updated November 17, 2008.