Real Support – Wherever Life Takes You
At Pharmacy Benefit Dimensions (PBDRx), attentive service means being there when our members need us the most – anywhere, anytime. Our team works tirelessly behind the scenes to remove barriers and resolve issues quickly. Whether it’s a routine request or an urgent, time-sensitive situation, we deliver Real Support that members and their families can count on.
The Scare: When A Prescription Almost Runs Out
On a Friday afternoon, a mother called our Member Servicing team in a panic. Her 12-year-old child, who has epilepsy, was about to run out of their medication, Lamotrigine ER, just as the family prepared to leave for vacation the next morning.
Without an expedited prior authorization (PA) renewal, they faced the risk of traveling without the treatment he relied on to prevent seizures.
Medication Details: Lamotrigine ER is primarily used to prevent and control seizures in individuals with epilepsy, including both partial-onset and primary tonic-clonic seizures.
Client Overview
Industry: Education
Group Size: 1,200
Plan Type: Self-Funded
Solution
PBDRx’s Member Servicing Representative fielded the call at 2:46 p.m. and immediately began coordinating across teams.
- At 3:00 p.m., the physician’s office submitted the request to our PA team.
- By 3:25 p.m., the request was escalated internally at PBDRx for urgent review.
- Within minutes, our PA team engaged our Clinical Pharmacists to ensure same-day review.
- By 4:39 p.m., the PA was evaluated and approved.
- By 4:55 p.m., the member’s pharmacy confirmed the claim had been processed and the medication was ready for pickup.
The Impact: Peace Of Mind Restored
What could sometimes be a multi-day process was resolved in just two hours. What began as a moment of fear turned into reassurance, thanks to PBDRx’s fast, coordinated support and member-first approach.
This case underscores how we operate, providing Real Support. By removing barriers and responding with urgency, we gave this family the assurance they needed to travel without concern and the confidence that PBDRx will always be there when it matters most.
Questions
For more information on how you can gain greater control and cost savings on your prescription drug program, call (716) 635-3578 or email PBDSales@pbdrx.com.
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Our 25 years of experience in prescription drug benefit management provides the edge you and your clients need to manage expenses now and in the future.