Patients

From the moment you start on service with Superior, we work closely with you and your physician to implement the prescribed therapy and plan of care. Throughout the process, our pharmacists and clinical staff will be available to help you in any way, answering any questions or concerns you may have about treatment. In order to help inform you and answer some initial questions you may have, please see our list of Frequently Asked Questions (FAQ) below.

Please don’t hesitate to contact us directly any time, at 855-747-1150. We look forward to servicing you!

Q?

How do I contact you?

A.

  • Please call us at 1-855-747-1150 if you have any Examples of assistance via Superior Biologics NY toll free number include:
    • Urgent or Emergency Assistance (ask for Pharmacist or Management).
    • Clinical Questions (medication questions, side effects).
    • Benefit coverage questions (copay info, claims processing/submission and claims payment).
    • Order status (in process, delays, projected delivery date, etc.)
  • Hours of operation: 9:00am – 5:30 pm EST (Mon- Fri), however, On Call services are available 24 hours a day, 7 days a week. Closed on major holidays (New Year’s day, Memorial day, Fourth of July, Labor Day, Thanksgiving day and Christmas).

Q?

How do I order a new prescription?

A.

  • Our Intake coordinators can assist you with your prescription needs by obtaining the name of the medication you need, as well as your physician’s contact information. A pharmacist will contact your doctor for the prescription.
  • Your doctor can also fax a new prescription to us at 1-914-747-1170.
  • Your doctor can also utilize e-Prescribing to send a prescription to the pharmacy.

Q?

How long does it take to receive my prescription?

A.

  • Our standard processing time at Superior Biologics NY pharmacy is normally less than 24 hours for prescriptions not requiring insurance authorization. This does not include delivery If processing time is longer than 24 hours or your insurance requires prior authorization, we will contact you to notify you of options so that you don’t go without medication.
  • We ship via FedEx for overnight delivery. Home Delivery is also available, depending on the distance from the pharmacy.
  • A Superior Biologics NY employee will call to coordinate a delivery time with you, so that you can be home to accept your order.

Q?

How can I check the status of my prescription?

A.

  • Our Pharmacy staff can assist you with your prescription needs, including providing order status Please call 1-855-747-1150 to speak to a Pharmacy staff member.

Q?

What if my order is delayed?

A.

  • If there is a delay in your order (e.g., due to weather) a member of our Pharmacy staff will notify you via phone, and will work with you to schedule the delivery in a timely fashion.

Q?

What happens if my prescription is transferred to another pharmacy?

A.

  • We make every effort to fill all prescriptions for our patients. However, should it happen that we cannot fill your medication, we will notify the physician and help facilitate the transfer of the medication to a pharmacy that can. We will provide both you and your physician the contact information for the pharmacy that will be filling your order. This process is secure and in accordance with state pharmacy law.
  • Our pharmacists will communicate all clinical information related to your treatment to the pharmacist at the new pharmacy for continuity of care.

Q?

How do I refill my prescription?

A.

  • Most insurance companies will allow you to refill your prescription about a week in advance, so you will be contacted by the pharmacy approximately 7 days before you are due for a refill. This ensures that you will receive your medication before you run out.
  • If for some reason you run out before Superior Biologics NY contacts you, or if you have missed our call, you may call us at 1-855-747-1150 and speak to a Pharmacy staff member to schedule a refill.
  • Please inform the staff member of any changes in your insurance coverage, address or contact information to prevent any delays.
  • If at any time you have a question about a refill you may contact the pharmacy directly.
  • We never send any delivery without approval from the patient or patient's representative.

Q?

How much will my prescription cost?

A.

  • This will vary depending on your insurance, and the majority of insurance plans cover the bulk of the prescription cost. All patient financial responsibilities, your copay portion, will be discussed with you prior to the prescription being filled by our Pharmacy. Because drug pricing can change on a daily basis, a final determination of your co-pay cost cannot be made until your claim is processed.
  • Please notify the pharmacy at once if you have any changes to your insurance.
  • In addition, Superior Biologics NY will apply any manufacturer copay cards, if allowable by your insurance, which will help reduce your out of pocket expenses.
  • Co-pay assistance may also be available provided you meet the annual income guidelines. Those options will be discussed with the patient on an individual basis.

Q?

How can I pay for my prescription order?

A.

  • When requesting your prescription, the Pharmacy staff member will discuss your options for paying for the We accept checks, money order or credit cards.

Q?

Will the pharmacy substitute my medication?

A.

  • The pharmacy may make substitutions depending upon state law and insurance restrictions. The physician and patient will be notified if substitutions are being made.

Q?

What to do when traveling with my medications?

A.

  • Medications have varying storage requirements. The Pharmacist can address all of the questions you may have prior to your travel, in regards to the specific medication you are taking, including the storage requirements and ancillary supplies you might need. While traveling it is always best to keep prescription medications labeled with patient, pharmacy and physician information.

Q?

What to do about side effects?

A.

  • Each medication that is prescribed for you is accompanied with patient information which explains possible side effects, precautions and warnings. Please alert the pharmacy and/or your physician when experiencing side effects. Our Pharmacists are always available to answer any questions you may have about your medications.

Q?

What if a drug order is recalled?

A.

  • Pharmacies are notified regarding drug recalls and take all necessary steps to contact affected patients, and alerting their physician, if applicable. The Pharmacy has a strict process by which all recalls are documented.