Patient FAQ

Please use the following information to help you navigate our systems.

All locations have interpretation services available upon request, including ASL, Spanish, Russian and additional languages.

Patient Portal

In our Patient Portal, you can:

  • View labs and other medical record information
  • Message clinical staff, support team, and other departments (Rx Refills, Appointments, Referrals, Medical Records, and Billing/Patient Accounts)
  • Make payments online

To sign up, present a photo ID and valid email address at any front desk to get a security token. Trouble with the portal? Contact Medical Records at (212) 271-7137.

Prescriptions

Medication Refills
You have the following options to refill your medications:

Remember that it can take 2-3 business days to refill a prescription. If a prior authorization, or insurance approval is required it may take additional time. You should plan ahead and request refills 3 to 5 days before you need them.

For your convenience, we offer free home delivery! Next day delivery available to all 5 boroughs and Nassau County between the hours of 9:00am-7:00pm. Must be 18+ to sign for medications.

For additional information including hours and locations, visit our pharmacy page.

If you still need assistance, please contact our Medication Support Team for patients and external pharmacies at (212) 271-7204.

Fee/Insurance Information

Callen-Lorde provides all healthcare services regardless of ability to pay. For uninsured/underinsured patients, Callen-Lorde provides a sliding fee based on your income. Visit co-pays can range from $0 to $100. Please note that labs and prescriptions are not included in this co-pay. Any labs will be an additional cost, from approximately $50 to $150.

For patients living with HIV, please review our Ryan White Program Information.

Billing/Patient Accounts

Payments can be made online through our patient portal. If you are not enrolled, speak to the front desk at your next appointment.

If your income information has changed and you would like to update your sliding scale* please bring proof of income and speak to any front desk staff member. This cannot be done over the phone. If you do not have proof of income, you can fill out a form attesting to your income.

If you have questions about a Callen-Lorde bill, call (212) 271-7253.

If you have questions about a Bio Reference bill: call Bio Reference at (800) 229-5227.

*Sliding fee/self-pay patients may be responsible for any additional charges incurred in addition to your office visit (labs, prescriptions, supplies/equipment, etc).

Medical Records

To request your medical records, please fill out a HIPAA Form and email to records@callen-lorde.org. You can also pick up and/or submit a form at any front desk. Please note this process can take 5-7 business days. Your first 10 pages are free, but there is a $0.35/page charge after that. Any records sent directly to another medical provider are free of charge. NOTE: If you would like to release the information to another healthcare provider, person, or entity, please fill out their information in Section 2 (“Release Information To.”) If you would like to request your own medical records to yourself, please fill out your own information in Section 2 (“Release Information To.”) For assistance or questions, please contact our Medical Records team at (212) 271-7137.

Labs

Chelsea Lab Walk-In Hours

Monday through Thursday (8:30AM – 3:30pm); Friday (10:00am – 3:30pm) (Saturday (8:30AM-1:30PM)
Please note that these hours are subject to change. We will update our website and clinic signs regularly when there are any changes. If you are unable to walk-in, you can also schedule an appointment by calling (212) 271-7200.

For results, call (212) 271-7200; press * and ext. 7788 to leave a detailed voicemail for your results. Please note that return times may vary depending on the test type, and some results can only be discussed in person. Ask a nurse or your provider about when you can expect your results back.

Urgent Care

If you a patient at Callen-Lorde are experiencing mild/moderate symptoms, or feel you need to see a provider within 2 days, please contact the call center. If necessary, your call will be forwarded to a Screening Nurse for assessment. To speak to a call center associate: (212) 271-7200.

NOTE: PLEASE DO NOT CALL THE SCREENING NURSE IF YOU ARE EXPERIENCING A TRUE MEDICAL EMERGENCY. CALLING 911 IS THE BEST OPTION FOR HEALTH MATTERS THAT CANNOT WAIT.

Referrals

If you are calling to renew a referral that is less than 2 years old, or to request a new referral for an issue you have addressed with your medical provider: (212) 271-7209. If you are requesting a new referral for any other issue, please contact your medical provider.

Contacting Your Provider

To contact your provider, you may send a secure message through our Patient Portal, or you may call and leave a message with a Patient Care Associate by calling (212) 271-7200. Our goal is to have your needs met as quickly as possible.