The University of Texas System Your Guide to Choosing HMO Blue Texas

Transcription

1 The University of Texas System Your Guide to Choosing HMO Blue Texas

2 simple Simple as HMO Blue Texas As an HMO Blue Texas member, you simply choose the doctor you want from a network of contracting doctors. You work with that doctor to coordinate all your care. He or she gets to know you and your health care needs. When you need health care, there s no relationship more important than the one between you and your doctor. At HMO Blue Texas, our goal is to make it simple for you to find a doctor and build that relationship, at a cost you can manage. We make other things simple, too. With a focus on wellness and preventive care, we make it easier to stay healthy our benefits are designed to help identify health care problems and treatment options. When you have a question or concern, you ll have access to innovative online information, or you can speak with our customer service representatives who make it their priority to get you the answers you need, quickly and accurately. And we ll be here for you when you need us. Our roots run deep. For more than 60 years, Blue Cross and Blue Shield of Texas has been helping our members with health care coverage and services they want and need. As a result, we re one of the most widely recognized, and widely respected, health care companies in the state. HMO Blue Texas helps you manage your health and your health care expenses. It s simple, really. And we ll work to keep it that way. 1

3 Is HMO Blue Texas the Right Choice for You? We hope so. Read this guide and see what we have to offer: health care coverage you can count on and information, tools and programs to help you and your family better manage your health and your health care expenses. We also hope you ll consider all of your options. After all, choosing the right health care coverage for you and your family is one of the most important decisions you can make. NCQA Excellent Accreditation The National Committee for Quality Assurance (NCQA) has awarded HMO Blue Texas an accreditation status of Excellent for services and clinical quality. To attain accreditation, an HMO must meet or exceed NCQA s rigorous requirements for consumer protection and quality improvement. NCQA accreditation is a nationally recognized evaluation that purchasers, regulators and consumers can use to assess managed care plans.

4 Confidentiality and Access to Records The confidentiality and privacy of medical records are protected from unauthorized and inappropriate use in all settings by strict policies and by law. With limited exceptions, your medical records may not be disclosed to others, including your employer, without your written consent. You, or an individual acting on your behalf, may request medical records for the purpose of providing care or resolving disputes related to coverage, reimbursement, or complaints. Routine consent signed at the time of enrollment permits us to release information for purposes of quality assessment and measurement, treatment, coordination of care, accreditation, billing and other uses. Identifiable information is minimized and protected from inappropriate disclosure. Information provided to employer groups is aggregated to protect the identification of any individual. You have a right to specifically approve the release of information beyond the uses identified in the routine consent that you sign upon enrollment and, at other times, as needed for worker s compensation claims, auto insurance claims, marketing, or data used for research studies. Confidential personal health information may not be disclosed to your spouse or family without written authorization from you or an authorized representative. Information regarding children under 18 years of age may be released to a parent or legal guardian. If an adult is incapacitated, a legally appointed guardian may act on his or her behalf. Participating providers must comply with applicable laws, professional standards and policies regarding the confidential treatment of medical information, including security measures to control access to confidential information maintained in computer systems. Access to electronic files containing information is to be protected and restricted to employees who have a business-related need to know. Oral, written and electronic personal health information across the organization will be kept confidential in accordance with applicable law. HMO Blue Texas understands the importance of confidentiality and respects your right to privacy. A summary of our privacy practices is available on the Blue Cross and Blue Shield of Texas Web site at

5 care Health Care Made Simple Managing Your Health Care Expenses Has Never Been Simpler With HMO Blue Texas, the only amount you ll pay for covered services is your copayment. There are no deductibles, and you shouldn t receive any bills after your visit. The result? Easier budgeting and better control of what you pay for care. Keeping things simple matters. For many people, it s a key reason for deciding to join an HMO or health maintenance organization. One primary doctor who coordinates care. No claim forms to fill out. No deductibles to pay. Simple Access to Care Through Your PCP When you become an HMO Blue Texas member, you ll choose a contracting family practitioner, internist, OB/GYN or pediatrician from a network of contracting doctors to serve as your primary care physician (PCP). You may choose the same or a different PCP for each covered family member. Your PCP will coordinate all of your covered medical care, so you don t have to worry about finding the right doctor every time you need one just call your PCP. You must coordinate all your care through your PCP to receive benefits. If you don t, you will pay for the entire cost of your care, except in emergencies. When you need care, your PCP refers you to doctors that are a part of his or her network. All HMO Blue Texas contracting providers Your PCP s Network And if you ever need to change your PCP, you can do so at any time by calling Customer Service. Your change will be effective on the first day of the month after your request is received. Partners in Care: Your PCP s Network Your PCP is part of a limited network of contracting health professionals who work closely together to provide a full range of health care services. When choosing a PCP, you are also choosing a network. In most cases you ll receive all of your care from the doctors, hospitals and other providers that are part of your PCP s network in order for services to be covered. You won t be covered if you see a provider outside of your PCP s network, even if that provider contracts with HMO Blue Texas, so make sure that your PCP s network includes the specialists and hospitals that you prefer. 2

6 access If you choose a PCP who contracts with the HMO Blue Texas Independent Provider Network, you can be referred to any provider who also contracts with the Independent Provider Network. When you need care, simply... Direct Access to OB/GYNs In addition to choosing a PCP, women may self-refer to a contracting OB/GYN in the same network as their PCP for all obstetrical and gynecological care. A woman may see her OB/GYN for an annual well-woman exam, or as often as needed to treat a gynecological condition, without a referral from her PCP. Visit your PCP Your PCP will treat you or refer you to a specialist Pay one fixed fee per visit: No deductibles or claim forms Emergency Care Anywhere You Go When you or a covered family member needs emergency care, go immediately to the nearest emergency facility. You don t need to try to find a network physician. However, be sure to have someone notify your PCP of any hospital admission or treatment you receive within 48 hours or as soon as possible. No Claim Forms, No Deductibles When you see your PCP, or visit a doctor or hospital your PCP refers you to, you pay a copayment a flat dollar amount at the time of your visit. There are no deductibles and no claim forms to fill out. It s that simple. 3

7 Finding a PCP Is Easy To see if your doctor is in the HMO Blue Texas network or to find a new PCP, go to Provider Finder at When you use the online Provider Finder, you can see: (1) if a doctor is board certified, (2) the hospitals he or she admits patients to, and (3) whether he or she is accepting new patients. You can also find a map to your PCP s location. The Choice 1in3 for Nearly AMERICANS Nearly one in three Americans who have health care coverage is covered by a Blue Cross and Blue Shield Plan. With networks of contracting doctors and hospitals nationwide, Blue Cross and Blue Shield is the most widely recognized name in health plans. 4

8 We Have Answers Q. Will I need to see my PCP for all of my health care needs? A. In most cases, yes. Your PCP will provide or coordinate all of your covered health care. If you need specialty care, your PCP will refer you to a specialist who is part of your PCP s network of health care professionals. Q. Will I be able to see an OB/GYN without a referral? A. Yes. You will have direct access to OB/GYNs in the HMO Blue Texas network. However, you will need to see an OB/GYN in the same limited network as your PCP. Q. What if I m receiving treatment from an out-ofnetwork doctor now? A. If you re pregnant or require ongoing care for a serious illness when you enroll, and your doctor isn t in the HMO Blue Texas network, you may be able to continue seeing that doctor while you transition care. Call HMO Blue Texas Customer Service toll free for details: Q. Will I have to file claim forms? A. No. Just show your member ID card, and your HMO Blue Texas contracting doctor or hospital will file your claims. Meeting Your PCP Don t wait until you get sick. Start a doctor-patient relationship with your PCP by scheduling a health assessment. You ll be taking advantage of your HMO Blue Texas preventive care benefits, and your PCP can get to know your medical history and any medications you may be taking. 5

9 wellness An Ounce of Prevention We encourage preventive care. A wide range of preventive and wellness services is covered by HMO Blue Texas, such as periodic health assessments, screenings and immunizations to identify problems at an early stage. Quality of Care Ranks High 93% of our HMO members rated the quality of care they received as good to excellent in a 2002 member satisfaction survey conducted by HMO Blue Texas. We also make it easy for you to learn how to be healthy. You ll have access to the latest information throughout the year, both online and by mail, to help you keep your good health and manage your health care expenses. Here are some of the preventive and other benefits you ll receive with HMO Blue Texas: Physician office visits Annual well-woman exams Well-child care, including immunizations and hearing screenings Lab and X-ray services Outpatient surgery Physical therapy Inpatient hospital services Emergency care Maternity services Outpatient behavioral health services Skilled nursing facility services Allergy testing and treatment Family planning services 6

10 benefits Getting the Most from Your Benefits If you need to... Do this to get benefits... Visit your PCP for routine preventive care Call your PCP s office and make an appointment Pay an office visit copay See a specialist See your PCP first If necessary, your PCP will refer you to a specialist in his or her network Once you receive the authorized referral, make an appointment with that specialist Pay a specialist copay Receive emergency care Call 911 or go to any hospital, doctor or urgent care facility immediately Pay any emergency room copay (waived if admitted) If you go to an urgent care facility, your urgent care center copay will apply which is less than your emergency room copay Contact your PCP within 48 hours or as soon as possible Be admitted to the hospital (non-emergency) Your PCP or specialist must preauthorize your admission in advance Go to the network hospital Pay any per-admission copay Receive behavioral health or chemical dependency services Call the behavioral health number first to preauthorize all care; you don t need a PCP referral Visit an approved health care professional or facility Pay any behavioral health/chemical dependency copay File a claim Claims will be filed for you For specific information, read the Summary of Benefits or contact your Campus Benefits Office. 7

11 Summary of Benefits Covered Services COPAYMENT MAXIMUMS PER PLAN YEAR Prescription drug copays do not apply $2,500 Individual PHYSICIAN OFFICE VISITS Primary Care Physician (PCP) or Specialist INPATIENT HOSPITAL SERVICES Semi-private room and board, inpatient surgery, and surgical assistant OUTPATIENT SURGERY OR SAME DAY SURGERY OUTPATIENT FACILITY SERVICES Chemotherapy, Radiation, and Dialysis OUTPATIENT LABORATORY and X-RAY SERVICES REHABILITATION THERAPY Speech therapy and rehabilitative therapy, including physical and occupational therapy-covered as any other illness and not subject to any maximum. MATERNITY CARE Pre and Post Natal Care Inpatient Hospital Services PREVENTIVE CARE SERVICES Periodic health assessments, well baby, annual well woman exam IMMUNIZATIONS Dependents up to age 6 All other participants EMERGENCY CARE SERVICES Emergency Room Visits Urgent Care AMBULANCE SERVICES ALLERGY CARE Testing and Evaluation FAMILY PLANNING SERVICES Birth control management, birth control devices implanted under the skin and voluntary sterilization SERIOUS MENTAL ILLNESS HEALTH SERVICES Inpatient Serious Mental Health Services Outpatient Serious Mental Health Services CHEMICAL DEPENDENCY AND OTHER MENTAL ILLNESS SERVICES Chemical Dependency Limited to 3 separate series of treatments per lifetime - Inpatient Treatment - Outpatient Treatment Other Mental Illness Services - Inpatient - Outpatient PRESCRIPTION DRUGS Annual Deductible Retail Network Pharmacy: Up to a 30-day supply. Refills allowed as prescribed. (Good option for new prescriptions) Home Delivery Pharmacy: Up to a 90-day supply. Refills allowed as prescribed. (Best option for maintenance medication) Benefit $2,500 Individual $5,000 Family You pay $25 copay per visit for PCP You pay $30 copay per visit for Specialist You pay $100 copay per day (up to $500 maximum per admission) You pay $200 copay per occurrence Services covered at 100%, no copay Services covered at 100%, no copay You pay $25 copay per visit for PCP You pay $30 copay per visit for Specialist You pay $25 copay for the first visit, subsequent visits covered in full You pay $100 copay per day (up to $500 maximum per admission) You pay $25 copay per visit for PCP You pay $30 copay per visit for Specialist Age zero to 6 Services covered at 100%, no copay You pay $25 copay for PCP or $30 copay for Specialist per visit You pay $100 copay per visit You pay $25 copay per visit $100 per occurrence You pay $25 copay per visit for PCP You pay $30 copay per visit for Specialist Injections and serum Services covered at 100%, no copay You pay $25 copay per visit for PCP You pay $30 copay per visit for Specialist Infertility services, including prescription fertility drugs you pay 50% You pay $100 copay per day (up to $500 maximum per admission) You pay $25 copay per visit for PCP or $30 copay per visit for Specialist You pay $100 copay per occurrence You pay $25 copay per visit for PCP or $30 copay per visit for Specialist You pay $100 copay per occurrence (maximum 30 days/yr) You pay $20 copay per visit for PCP or $25 copay per visit for Specialist (maximum 25 visits/year) $50/person/year (does not apply to medical plan deductible) Generic Drug $10 copay Preferred Drug $25 copay Non-Preferred Drug $40 copay Generic Drug $20 copay Preferred Drug $50 copay Non-Preferred Drug $80 copay Please note this is only a summary of the HMO Blue Texas benefits. For a more complete description of the benefits offered, including procedures, exclusions and limitations, please consult your Certificate of Coverage and Member Handbook. In the event of any differences between this booklet and the Certificate of Coverage, the Certificate of Coverage will control. If you have other benefit questions, HMO Blue Texas Customer Service is available toll free at , Monday through Friday, from 7:30 a.m. to 6 p.m. CT. Additional information regarding HMO Blue Texas can also be located on the Blue Cross and Blue Shield of Texas Web site at Select a PCP:Please remember, at the time of enrollment it is important that you select a PCP for both yourself and each dependent that you elect to cover. PCP s can be identified in (a) the HMO directory of participating physicians, (b) the Online Provider Directory at or (c) by contacting HMO Blue Texas Customer Service toll free at Helpful Hints To Change a PCP:You may change your PCP at any time during the month. The change will be effective the first day of the following month. PCP selections may be made by (a) using UT TOUCH online at (b) completing and submitting a Primary Care Physician Election Form which can be downloaded from or (c) contacting HMO Blue Texas Customer Service toll free at

12 away Care When You re Away from Home We Have Answers Q. What will I need to do in case of an emergency? A. Call 911or seek help from any doctor or hospital immediately. You, your doctor, a hospital or a family member should then call your PCP within 48 hours of the emergency visit or as soon as possible. This is true if you re at home or away. Q. What if I need nonemergency medical care while I m out of town? A. If you need urgent care (care that can t wait until you return home), you can receive covered care from Blue Cross and Blue Shield contracting providers nationwide through the BlueCard Program. If you ll be outside of Texas for more than 90 days, you may be eligible for guest membership in a Blue Cross and Blue Shield-affiliated HMO. Convenience Through the BlueCard Program In an HMO, care that is not coordinated by your PCP is generally not covered. However, we know there may be times when you re traveling away from home and need urgent or follow-up care that can t wait until you return. The BlueCard Program can give you the ability to obtain health care services through a Blue Cross and Blue Shieldaffiliated doctor or hospital when you are traveling outside of Texas. Note: In an emergency, go directly to the nearest hospital. Urgent Care and Follow-Up Care If you ll be traveling or living outside of Texas for less than 90 consecutive days and need care that can t wait until you get home, follow these easy steps: 1. Locate a contracting doctor, hospital or other provider by visiting the online BlueCard Doctor and Hospital Finder at To find a provider around the world, go to the BlueCard Worldwide link. When you become a member, you can call BlueCard Access at BLUE (2583). 2. Call your PCP for referrals. 3. Schedule an appointment with the provider. 4. Present your HMO Blue Texas member ID card. 5. Pay any copayments. 6. Talk to your PCP about any necessary follow-up care. 9

13 Temporary off-site job? Kids away at school? If you or a covered family member will be temporarily living outside of Texas in a participating location for 90 days or more, you may be eligible for guest membership in a Blue Cross and Blue Shield-affiliated HMO. Under the Away From Home Care (AFHC) Program, you keep your membership under HMO Blue Texas. However, the benefits available, the amounts you pay for covered services and the requirements for accessing services while a guest member may not be identical to those under HMO Blue Texas. When you become a member, you can call an AFHC coordinator who will find a participating HMO near your temporary location and handle your application for guest membership. When you return home to your HMO Blue Texas service area, you will again access services under HMO Blue Texas coverage. BlueCard Peace of Mind The BlueCard Program allows you to get care through a Blue Cross and Blue Shield-affiliated doctor or hospital when you are traveling outside of Texas. 10

14 health Care Advocacy Programs for Your Health If you re trying to stay healthy, managing a chronic condition or facing a critical illness, we offer programs and support that can help. We let doctors do their job provide care. Our programs are designed to help patients receive the right care and be satisfied with that care. Periodic Health Assessments Keeping the Well, Well Wellness Programs Women s Health Annual Immunizations Discharge Planning Help Managing Complex Illnesses Assisting the Critically Ill Support for Chronic Conditions Preventive Care We offer a variety of programs to help meet members needs. Our services range from helping patients manage chronic illnesses to sending reminders about preventive care services (such as mammograms and immunizations); from women s health education to behavioral health information. Our goal is to help you and your covered family members have the best possible health care experience. 11

15 online Information for Good Health Care Choices No one knows you better than you. So when it comes to managing your health and health care expenses, you re in the best position to do it. As a member, you ll be able to see membership information on our secure Web site, Blue Access for Members. You ll also have access to information from Mayo Clinic, one of the most trusted names in health care. An Online Link to Your Health Care Want to research a chronic condition, get answers to specific health questions or request a replacement member ID card? When you choose HMO Blue Texas, you ll be able to do these and a lot more on Blue Access for Members, a secure Web site at www. bcbstx.com. It provides things like: An link to Customer Service, with questions answered within 48 hours A place to request a member ID card Access to online resources from Mayo Clinic*, one of the most trusted names in health care Mayo Clinic Tools, Tips and Programs The Blue Access for Members Mayo Clinic links may be unlike any online health information you ve seen. Mayo Clinic has even created custom health information for members. Each time you visit the links, you can store information so when you come back, you see the content most relevant to you. The information you store is confidential. No one will have access to it but you, unless you allow it. *The relationship between Blue Cross and Blue Shield of Texas and Mayo Clinic is solely that of independent contractors. 12

16 Here are just a few of the features you ll find: Self-management tools for common health problems such as asthma, lower back pain and headaches Information about specific health conditions Decision-making tools to help you understand medical treatments Daily health updates Interactive health and lifestyle tools, such as quizzes and tips, to help you lose weight, quit smoking or start an exercise program Our Goal Is Personal, Hassle-Free Service When you become a member, you ll also be able to talk to a customer service representative. Call to do things like: Find out what your plan does and doesn t cover Locate doctors and hospitals in the network Request an HMO Blue Texas provider directory Request a replacement member ID card Your customer service representative will do everything he or she can to resolve your issues in one call. In fact, we measure our success on the quality of the calls, not the number of calls, our customer service representatives take. 13

17 active Taking an Active Role Is Your Choice It s a fact health care costs continue to rise. There are lots of reasons why. The high costs of prescription drugs, caring for an aging population, treating the growing number of uninsured Americans and technological advances in medicine all contribute. What You Can Do to Help Keep Your Costs Down Work with your PCP to understand and explore treatment options to make sure you re getting the right care Talk with your PCP about the possibility of choosing generic drugs when possible, which can help reduce your prescription costs While you can t control these costs, you can choose to take an active role in managing your health and your health care costs. Do things like using your plan the right way to get the most out of your health care dollars. Taking advantage of tools and programs to identify health care problems before they start. Learning more so you can ask your doctor the right questions. Keeping health care affordable is important to us because it s important to you. When costs rise, premiums go up and members find health care less affordable. That s why we offer a wealth of information, tools and programs that can help you keep your health care costs down. Work with your PCP to learn ways to stay healthy through exercising, eating a balanced diet, reducing alcohol consumption and other preventive measures 14

18 choice Choosing HMO Blue Texas Is HMO Blue Texas the right plan for you and your family? That s a question only you can answer. The summary of benefits included in this guide may help you decide. Here are some other things to think about: To search for a contracting HMO Blue Texas doctor in Texas, go to Provider Finder at For a network doctor in the U.S., go to the BlueCard Doctor and Hospital Finder at Are you comfortable having one doctor coordinate all your covered care? Many HMO members like the convenience of having a PCP coordinate their care, but some people prefer to choose their doctor each time they need care. Remember, in an HMO, care that is not coordinated by your PCP is not covered, except in emergencies. Do you currently have a primary doctor that you want to keep using? Find out if your doctor is in the HMO s network. Are you actively looking for ways to reduce health care expenses? Will fixed copayments help you budget your health care expenses? Estimate your current health care expenses to get an idea of how much you re likely to spend in the coming year. Find out what the plan offers to help you manage your costs. Would you use the Web for information? Take a look at the wellness and health management information available to you online and see how easy each Web site is to use. Do you or a family member have a chronic or acute health care need? Find out what the plan offers, like health libraries and programs that help patients manage chronic illnesses. When you think about health care coverage, what gives you peace of mind? 15

19 notice Important Information: HIPAA Notice In 1996, Congress passed the Health Insurance Portability and Accountability Act of 1996 (HIPAA). HIPAA impacts group health plans by improving the availability and portability of health coverage. HIPAA also requires that group health plan participants be given the following notices. Note: HMO Blue Texas plans do not contain pre-existing condition exclusions. Notice of Enrollment Rights If you are declining enrollment for yourself or your dependents (including your spouse) because of other health insurance coverage, you may in the future be able to enroll yourself or your dependents in this plan, provided that you request enrollment within 31 days after your other coverage ends. In addition, if you have a new dependent as a result of marraige, birth, adoption or placement-for-adoption, you may be able to enroll yourself and your dependents, provided that you request enrollment within 31 days after the marriage, birth, adoption or placement for adoption. Notice of Pre-existing Condition Exclusion Under HIPAA, a pre-existing condition is a condition for which medical advice, diagnosis, care or treatment was recommended or received within the six-month period ending on the enrollment date in a health plan. Your plan may include a pre-existing condition exclusion. If so, the pre-existing condition exclusion waiting period will not exceed 12 months beginning on the enrollment date. (For a late enrollee, the maximum waiting period is 18 months from the date coverage begins.) A pre-existing condition exclusion is inapplicable to a pregnancy or to a newborn child or adopted child under age 18 who becomes covered within 30 days of birth or adoption. A genetic condition without advice, care or treatment is not a pre-existing condition. If your plan contains a pre-existing condition exclusion, the existence of a pre-existing condition will be determined using information obtained relating to an individual s health status before his or her enrollment date. The pre-existing condition waiting period is reduced by any creditable coverage (prior coverage under various plans including, but not limited to, group health plans, individual health policies, Medicare and Medicaid). You may obtain a certificate of creditable coverage from a prior plan sponsor or health insurance issuer. Should you disagree with the length of creditable coverage determined by your current plan, you have the right to appeal that determination and provide evidence of creditable coverage. You should read and consult your schedule of benefits to see if your health plan contains a pre-existing condition exclusion. For further information, contact your benefits administrator. 16 Sources for information in this guide available upon request.

20 mail order Information for Members Prim TM Pharmacy offers convenience with the highest standards of quality, safety and service for your prescription drug needs: Convenience Delivery to your home or work with refill amounts and dates noted Quality Each prescription is verified for accuracy and dispensed by a pharmacist who oversees every aspect of the process Commonly Asked Questions Privacy Orders are handled discreetly and delivered in plain-labeled packaging with no indication of the contents Safety A tamper-evident closure and secure packaging protect from breakage and temperature changes Q. Why should I use Prim to fill my prescriptions? A: Prim offers you convenient prescription delivery to your home or office with refill amounts and dates noted on your prescription label. Q: How long does it take for my Prim prescription order to arrive? A: Prescriptions ordered through the mail will arrive via U.S. Mail in 10 to 14 days. You will receive your prescriptions faster if you order them through Internet or by phone, because front-end mail time is eliminated. Q: What if I want to order from Prim , but I need my medication right away? A: Ask your physician for two prescriptions one for a 30-day supply to fill immediately at a local retail pharmacy and one for up to the maximum-day supply allowed by your plan to fill at Prim pharmacy. Q: How can I pay for my prescriptions? A: You may pay using a personal check, money order or credit card (Master Card, Visa, American Express or Discover). Paying with a credit card is the most convenient method for members, as Prim can retain the information on file for future prescription orders. How to Start Using Prim 1. For each long-term medication prescribed for you, ask your physician to write a prescription for the maximum-days supply your plan allows to be filled at Prim Pharmacy 2. Complete (in black ink) the Prim Pharmacy Order Form 3. Mail the following items to Prim Pharmacy Blue Cross and Blue Shield of Texas c/o Prim Pharmacy P.O. Box Dallas, TX Your completed Prim Pharmacy Order Form Your original physician-signed maximum-day supply prescription* The appropriate payment* *You may submit more than one long-term prescription and payment in one order. Prescription Refill Options You can get medication refills by Internet, phone or by mail. Remember to order three weeks before your current prescription is due to run out and have your prescription number and credit card number ready. Prim provides the following convenient refill methods: Refill by Phone Dial Prim s automated refill line at PRIME ( ) Follow the system prompts to complete your refill order Refill by Internet Log on to Prim s secure Web site directly at or through Follow the Web site instructions to complete your refill order Refill by Mail Fill out the Prim Pharmacy Order Form included with your previous Prim order Include appropriate payment information Questions? Please contact Prim Customer Service at: