Patient FAQ - Callen-Lorde

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.

Insurance Information
Callen-Lorde provides all healthcare services regardless of ability to pay. We accept many insurances including:

  • NY Medicaid
  • Marketplace Insurances (QHP and Essential plans)
  • Managed Medicaid Plans/MCOs (Metroplus, Fidelis, Healthfirst, Amidacare, Molina (by Affinity), VNSNY)
  • Medicare
  • Family Health Plus
  • ADAP and ADAP Plus
  • A wide range of Multiplans/PHCS
  • A wide range of major commercial insurance plans (including Aetna, Cigna, Blue Cross Blue Shield, Emblem, United, 1199).

We do not currently accept:

  • HIP Medicaid
  • MVP
  • TriCare
  • Humana
  • Fidelis Care Medicare/Wellcare
  • No-Fault Insurance (Motor Vehicle or Personal Injury).
  • Out of State Medicaid
  • Worker’s Comp
  • Veterans Administration
  • Hospital or Systems-specific insurances like Northwell, NYC Care, or Kaiser.

If you don’t see your insurance listed or have further questions please call us at 212-271-7200.

Sliding Scale/Fee Information

For uninsured/underinsured patients, Callen-Lorde provides a sliding fee based on your income. Visit co-pays can range from $0 to $100. Callen-Lorde also provides a sliding scale for labs, which are separate bills.

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

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.


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 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.


In MyChart, 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

If you are already registered, log in here. 

Not registered? Ask to get registered for MyChart at your next visit or call (212) 271 7200.

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 MyChart. 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.

Medical Records

To request your medical records, please fill out a HIPAA Form and email to 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.


At this time, we have limited lab capacity onsite at our locations. We encourage you to get your labs drawn at a lab location near you that works with your insurance company. 

For more information, visit our labs page.

Urgent Care

If you are patient at Callen-Lorde and 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. If you or the screening nurse think you might have the flu or COVID, you may be referred to an urgent care center for support. You can reach our call center at (212) 271-7200.



If you are a Callen-Lorde patient that needs a new referral, please contact your medical provider through MyChart 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 MyChart, 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.