Prescription Benefit Management
Prescription Drug Card Program — Account Management
Performance Guarantees
Universal Rx is so confident that we can deliver on all of our Prescription Drug Card Program commitments and promises, that we have put them in writing in the form of Universal Rx Performance Guarantees.
We're so confident, we put it in writing...
Claims Processing Adjudication Guarantee
When a member goes to the pharmacy to fill a prescription, and the pharmacy submits the claim for online processing, the claim will be successfully adjudicated in approximately 0.41 seconds. Universal Rx will inform the pharmacy of prescription approval, co-pay amounts required to be collected from the member at the point of sale and the amount of the pharmacy reimbursement.
URx Guarantee:
• Claims Processing Adjudication in less than 5 seconds
Member and Pharmacy Solution Line Guarantees
Telephone statistics, such as average speed of answer, abandoned call rate, average wait time and average length of call, are monitored on a routine basis. Tracking is done on a daily basis and discussed during weekly staff meetings. Universal Rx works closely with clients to monitor service expectations and report results against standards.
Pharmacy operations and customer service phone calls are monitored on a daily basis to ensure pharmacists and members receive the highest quality of service. Any problems identified are addressed on a daily basis.
Universal Rx can report tracking statistics on a client-specific basis; they also can report tracking statistics on a group-specific, by-client basis.
Enrollment Card Issuance Guarantee
Enrollment cards are issued based on eligibility submission by client and/or their designee. Upon receipt of eligibility and/or card request, cards are printed and mailed within two business days.
URx Guarantee:
• Enrollment Cards will be printed and mailed with two business days following
receipt of eligibility and/or card request
Other Universal Rx Performance Guarantees
URx Prescription Mail Order Guarantee:
• Average turnaround time will average less than 10 days
URx Preferred Rx Savings Guarantee:
• Universal Rx guarantees savings through our Preferred Rx program or
we will refund the client two times (2x) the administrative fee for the program
URx Network Discounts:
• Network discounts are guaranteed as stated in the proposal and/or contract.
Universal Rx audits claims each day and each billing cycle to ensure clients are
receiving their proper discounts.
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Universal Rx • 710 3rd Street • Roanoke, VA 24016 • Phone 540-777-7179 • Fax 540-777-7184 • Email urx@universalrx.com
