Member and Pharmacy Help Desk

PDMI's help desk includes pharmacists and pharmacy technicians and is experienced at helping pharmacies and members understand their benefits and resolve their questions. We provide all of our representatives with thorough training as they begin their careers at PDMI, as well as comprehensive up-training and coaching through rigid quality measures. Our strict standards ensure that all calls are handled with the same level of courtesy, accuracy and efficiency to provide our customers with the best possible customer service experience.

In addition, we offer client-directed flexibility – our help desk agents can enter overrides, prior authorizations, direct member reimbursements (DMRs) and universal claim forms (UCFs) according to the client's specifications.

The regular call center hours are Monday through Friday from 8:30 AM to 10:00 PM EST, and Saturday from 9:00 AM to 5:00 PM.

State-Of-The-Art Systems

PDMI has developed state-of-the-art systems to assist our help desk agents with handling pharmacy and member calls as efficiently and effectively as possible. For example, our help desk systems feature smart technology that enables us to view a reject at the time the pharmacy dials the phone. This assists our help desk agents in facilitating the speedy resolution of claims processing inquiries at the point of service.

Multiple Languages

PDMI's help desk is equipped and staffed to assist non-English speaking callers and callers with special needs. Our system also integrates a voice/TTY feature for hearing-impaired callers.

Remote Call Center Integration

PDMI has the capability to perform remote call center operations and integrate our call center at the client's site. This allows the client's representatives to connect to PDMI's system and access real-time claims processing information to answer pharmacy or member calls from the client's location. In such instances, PDMI can act as an overflow site if the client's call center is busy.