Scriptrax FAQs

Who is Scriptrax?
Scriptrax is a Pharmacy Benefit Manager (PBM) that puts member care first. Working with your employer, we customize your pharmacy benefit plan to make sure you get the highest quality service and best possible treatment.

In fact, Scriptrax was created because other PBM solutions focused too much on cutting costs for businesses, and not enough on providing the right medicine at the right cost for people like you.
Originating in North Carolina, Scriptrax is part of Novant Health – a not-for-profit healthcare leader for 3.4 million people in the Southeast with a complete range of facilities, programs and people to provide remarkable care throughout the region.

Our approach to doing business is simple. We treat each claim, call, question, and prescription as a personal transaction. Each member deserves nothing less than the best possible service and treatment outcome. Each client deserves exceptional value.

If you would like to know more about your specific pharmacy benefits, please login. At Scriptrax, we respect your privacy and keep your information, including benefit plan specifics and prescription history, strictly confidential.

Who do I contact if I have questions?
Contact us toll free at 1-877-774-8729 or locally at 336-718-1044. You can email us at info@scriptrax.com or mail us at:
Scriptrax, PO Box 24039, Winston-Salem, NC 27114-4039 for more information.

Does my pharmacy benefit cover any medication prescribed by my physician?
Your pharmacy benefit may not cover all medications prescribed by your physician. Some medications may be excluded from coverage. Exclusions may include, but not be limited to, over the counter (OTC) medications, nicotine smoking cessation products or any drug products used for weight loss or other cosmetic purposes. For more detailed information, refer to your pharmacy benefit materials as supplied by your plan sponsor.

Should I provide my physician with a list of medications covered by my pharmacy benefit?
Next time you go to your physician, you should bring a list of medications covered by your pharmacy benefit to keep with your medical file. By doing so, your physician can help you save money, and reduce the administrative time it takes to change your prescription to a formulary medication from a non-formulary drug.

Are all my prescriptions checked for drug interactions?
If you utilize your pharmacy benefit card when you obtain a medication, each drug is sent to the claims system and reviewed for any potential drug interactions based on your personal medication profile before your claim is approved. This evaluation is especially important if you take several different medications or see more than one physician. If the claims system responds with a potential drug interaction, your pharmacist will contact your physician to discuss the potential drug interaction prior to dispensing the medication.

Can I use my pharmacy benefit card in another state?
If you are in another state on vacation or a business trip, and you need to fill a prescription, you may present your pharmacy benefit card at any participating pharmacy along with your prescription. The pharmacist will process the prescription through the claims system and request the applicable copayment amount.

What does “days supply” mean?
“Days supply” refers to the number of days of medication your physician prescribes. In most cases, your physician will prescribe up to a 30-day supply for short-term (or acute) medications and up to a 90-day supply for ongoing (or maintenance) medications.

What is prior authorization and do I have prior authorization for my medication?
Prior authorization is a process that evaluates a drug's prescribed use against a predetermined set of criteria to determine whether your plan sponsor will cover the medication. Note that if your physician has not submitted a prior authorization request, you will not have a prior authorization in the claims system.

If your physician has submitted a prior authorization and you would like to determine if the prior authorization is in the claims system, please contact customer service toll-free at 1-877-774-8729 or email us at info@scriptrax.com.

What happens if my prior authorization or medical exception request is denied?
In most cases, you will receive a letter stating a reason for the prior authorization or medical exception request denial. Under certain circumstances, you may have the right to appeal denial decisions. The letter will explain how to file an appeal to your plan sponsor.