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.

How do I become a patient?

We are currently welcoming new adult patients at Callen-Lorde Brooklyn and young adults ages 13-22 at our Health Outreach to Teens (HOTT) Program in Callen-Lorde Chelsea.

At this time, we are only able to provide behavioral health services to patients engaged in primary care at Callen-Lorde and who are uninsured, or have Medicaid, Medicare, or ADAP. We do not accept commercial insurances for Behavioral Health at this time. Behavioral health is currently on a very long waiting list for services.

To register as a new patient, please email ALL of the following information to registration@callen-lorde.org:

  • A filled-out New Patient Registration and Consent form. [English] [Spanish]
  • A picture of your government-issued photo ID (examples include: NYC ID, Driver’s license, or Passport).
  • If insured: A photo of your insurance card (front and back). 

Once your information is received, please expect a phone call from (212) 271-7200 within the next 1-2 business days to complete the registration process.

If you are unable to register online due to technology or other issues, you can register in-person from 9:00am to 3:00pm, Monday through Friday. Please bring a government-issued photo id, and your insurance card (if insured). 

For more information, please visit our Patient FAQ.

If you are interested in PEP (for HIV exposure) and/or emergency contraception,  please call (212) 271-7200.

Telehealth/Virtual Care

Initial visits for new patients must take place in person. Certain follow-up visits may be possible via telehealth (virtual/video visits using your smartphone/computer). A virtual visit allows you to safely and securely speak to your provider from another location using the sound and video from your phone. Learn more about virtual care here.

Fee/Insurance Information

Callen-Lorde provides all healthcare services regardless of ability to pay. We accept Medicaid, Medicare, Family Health Plus, ADAP, ADAP Plus and a wide range of commercial insurance plans.

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

Prescriptions

By filling your prescriptions at a Callen-Lorde pharmacy, you help us provide care to the most vulnerable members of our communities, regardless of ability to pay. Our convenient onsite pharmacies offer free delivery and discounted medications for qualifying patients!

To refill your medications at a Callen-Lorde Pharmacy, visit callenlordepharmacy.com or call (877) 436-3452 and use the automated system.

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

If you use an external pharmacy or need additional support, please contact our Medication Support Team at (212) 271-7204.

Patient Portal

In our Patient Portal, you can:

  • View labs and medical records
  • Message clinical staff, support team, and other departments (Pharmacy, appointments, referrals, medical records, and billing/patient accounts)
  • Make payments online

To register for the patient portal, sign up with a photo ID and valid email address at any front desk. Trouble with the portal? Contact Medical Records at (212) 271-7137.

Billing/Patient Accounts

If you have questions about a Callen-Lorde bill, call (212) 271-7253. If you have questions about a BioReference bill, call BioReference at (800) 229-5227.

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.

*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

At this time, lab services at Callen-Lorde are suspended. We strongly patients to get labs done at a Bioreference or Labcorp location to their home. 

Find out if your insurance works with Labcorp: https://www.labcorp.com/labs-and-appointments/insurance-lists

Find out if your insurance works with BioReference: https://www.bioreference.com/physicians/why-bioreference/insurance-coverage/

Find a Bioreference near you: https://www.bioreference.com/patients/locations-patient-services/find-a-location/

Find a Labcorp near you: https://www.labcorp.com/labs-and-appointments-advanced-search

Urgent Care

If you are 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 a Callen-Lorde patient that needs a new referral, please contact your medical provider through the patient portal or call (212) 271-7200 to leave a message for your provider. If you are a Callen-Lorde patient who has a referral that is less than 2 years old, or to request a new referral for an issue you have already addressed with your medical provider, call (212) 271-7209.

Did we give you a referral? We want to hear from you! Take the quick referrals survey to submit your feedback and help improve our referrals process.

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.

Patient Support

At Callen-Lorde, we make every effort to get you what you need, when you need it, with compassion, respect, and understanding. If you need additional support to help you navigate a problem with an insurance denial, refilling a prescription, or getting in touch with your provider, our Patient Experience team is here to help with all this and more. Additionally, this is a place where you can give a suggestion or complaint for ways we can improve, or a compliment for exceptional service. Click here to fill out a form online or call us at (212) 937-4836.