Patients

From the moment your care begins, 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. We look forward to servicing you!

Q?

How do I contact you?

A.

  • If you know your pharmacy location, you may call them directly, toll free at:
    • Chicago area office: 866-416-3655
    • Kansas City area office: 844-237-3561
    • New York area office: 855-747-1150
  • Please call us if you have any questions:
    • For urgent or emergency assistance (ask for a Pharmacist or Management)
    • For clinical questions (medication questions, side effects, etc.)
    • Benefit coverage questions (copay information, claims processing/submission and claims payment)
    • Order status (in process, delays, projected delivery date, etc.)
  • Our hours of operation are 9:00am – 5:30 pm EST (Mon- Fri), however, we offer on-call services 24 hours a day, 7 days a week.
  • We are closed on major holidays (New Year’s day, Memorial day, Fourth of July, Labor Day, Thanksgiving day and Christmas).
  • For general assistance, please call us toll free at 1-855-747-1150.

Q?

How do I order a new prescription?

A.

  • Our Intake coordinators can assist you with your new prescription needs. They will ask for the name of the medication you need and 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 or utilize electronic prescribing (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 is normally less than 24 hours for prescriptions that do not require insurance authorization. This does not include delivery.
  • We ship via FedEx for overnight delivery. Home Delivery is also available, depending on the distance from the pharmacy.
  • If processing time is longer than 24 hours or your insurance requires a prior authorization, we will contact you to notify you of options so that you don’t go without medication.
  • A pharmacy 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 your pharmacy location 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 prescription 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 federal and state pharmacy laws.
  • 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 your refill is due. This ensures that you will receive your medication before you run out.
  • If for some reason you run out before we contact you, or if you have missed our call, you may call your pharmacy location 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 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 your or your designated representative.

Q?

How much will my prescription cost?

A.

  • This will vary depending on your insurance; the majority of insurance plans cover the bulk of the prescription cost. All patient financial responsibilities including, but not limited to 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 copay cost cannot be made until your claim is processed.
  • Please notify the pharmacy at once if you have any changes to your insurance.
  • Additionally, Superior Biologics 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 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. We accept check, money order or credit cards.

Q?

Will the pharmacy substitute my medication?

A.

  • The pharmacy may make substitutions depending upon state laws and insurance restrictions. Both you and your physician will be notified if substitutions are made.

Q?

What to do when traveling with my medications?

A.

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

Q?

What about side effects of my medication?

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 if you experience any 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 alert their physicians, if applicable. The Pharmacy has a strict process by which all recalls are documented.