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- 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.
Existing and prospective patients: Callen-Lorde has updated our sliding fee billing scale to comply with other federally qualified health centers and new federal poverty level guidelines. Please read on to learn what a sliding fee scale entails, whether you qualify, and what to expect.
What is a sliding fee scale?
This scale is a payment system that adjusts the amount an uninsured (or underinsured) patient will be billed for medical services based on the patient’s income and family size. Callen-Lorde has always used one in our practice; the 2025 edition has been changed so we can align with other federally qualified health centers and updated federal poverty level guidelines.
Who is eligible to use the sliding scale?
Callen-Lorde’s mission is to provide care regardless of patients’ insurance status or ability to pay. Patients who are uninsured or who have limited insurance could qualify for the prices on the scale.
Callen-Lorde staff can help you understand whether you qualify for the scaled prices. Please bring proof of income next time you visit the clinic to receive assistance.
What has changed about the scale?
Each category of patients will be billed at a slightly higher amount than previously.
For general medical or psychiatry visits, patients in Category A will now receive a bill for $20 after their appointments. The billed amount for Category B patients has risen from $30 to $40. Category C patients will now be billed for $60 instead of $40, while those in Category D will be billed $80, up from $50 previously.
What if I can’t pay the bill?
Patients will be able to receive services even if they cannot pay the fees associated with their visits. However, we are mandated by regulation to issue bills for services that are provided, and we encourage patients to pay when they are able, either at the time of visit or afterward.
Will Callen-Lorde send bills to collections if patients do not pay?
No, Callen-Lorde does not send patients to collections. However, we request our patients pay their patient charges close to the time of their visit.
These scale changes do not change our commitment to caring for you, now and always, no matter what.
For patients living with HIV, please review our Ryan White Program Information.
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 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.
For patients who use outside pharmacies: We’re improving how you request prescriptions starting August 1. Please contact your pharmacy first instead of calling the clinic.
To better serve you and reduce delays, we encourage all patients to contact their pharmacies directly or use MyChart for prescription requests.
Why this Change?
Phone requests often lead to delays, confusion, and duplicate messages. Switching to electronic and pharmacy-based requests helps us process your medications more quickly and safely.
Benefits of Using Pharmacy Services and MyChart
- Faster Turnaround – requests go directly to your Provider or pharmacy for quicker turnaround.
- Real-time Updates – you can track when your request is received, approved, or sent to the pharmacy.
- Fewer Errors –submitting through MyChart or pharmacy systems reduces the chance of miscommunication.
- More Convenient –submit requests 24/7 from your phone or computer –no need to wait on hold or call during office hours.
- Better Documentation –your request and its status are clearly recorded in your medical chart.
Still Using Our Pharmacy? You Can “Text to Refill”!
If you use the Callen-Lorde Pharmacy, you can continue to submit prescription refill requests using our Text to Refill service –fast, easy, and right from your phone.
Want to Learn More?
We’ll be hosting tabling events to help patients learn how to navigate MyChart for prescription requests. Stay tuned – we’ll share more details on these learning opportunities as dates get closer.
Thank you for partnering with us to make your care smoother, faster, and more efficient.
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.
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.
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.
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.
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 us at (212) 271-7200. If necessary, your call will be forwarded to a screening nurse for assessment.
If you are feeling sick and experiencing cough, fever, congestion, body aches and/or have a rash, please call 212-271-7200 and ask to speak with the triage nurse before coming in.
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.
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.
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.
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.