Member and Pharmacy Helpdesk

PDMI’s helpdesk, staffed by pharmacists and pharmacy technicians, 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 helpdesk agents can enter overrides, prior authorizations, direct member reimbursements (DMRs) and universal claim forms (UCFs) according to the client’s specifications.

State-Of-The-Art Systems

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

Multiple Languages

PDMI’s helpdesk is equipped and staffed to assist non-English speaking callers or 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.