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.


Refills and renewals can be made online, through our mobile app, or by phone:

If you use the Callen-Lorde Pharmacy: (877) 436-3452
If you use an external pharmacy: (212) 271-7504 or (212)271-7200, Option 5

Additional FAQ is located on our pharmacy page.

We also offer free, next-day home delivery to all 5 boroughs and Nassau County between the hours of 9:00am-7:00pm. Must be 18+ to sign for medications.

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

Please remember it can take 2-3 business days to refill a prescription, and up to 3-4 additional days if prior authorization is required. We recommend planning accordingly and requesting refills 5-7 days in advance.

Pharmacy Hours

Monday-Thursday: 9:00am -8:15pm

Friday: 9:45am – 4:45pm

Saturday: 10:00am – 3:15pm

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.

If your income information has changed since your last visit 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 have questions about a Callen-Lorde bill: (212) 271-7253.

If you have a question about a BioReference bill: (800) 229-5227

Medical Records

To request your records, please fill out a HIPAA Form found on our website or at any front desk. Please note the medical records process can take 3-5 business days. Your first 10 pages are free, but there is a $0.35/page charge after that. Any records sent to another medical provider are free of charge. Call: (212) 271-7200; Option 7.

Lab Results

If your labs were done over 1 week ago, call (212) 271-7200; Option 7. 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.

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.

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; Option 7.


Mental Health

To make an appointment or to inquire about the status of the Mental Health availability: (212) 271-7200; Option 1


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

Because of the high call volumes for providers, calls are now managed by the Care Teams. Our goal is to have your needs met as quickly as possible and give providers as much time with patients as possible. When you call with a message for your provider, a Patient Care Associate will send a message to your provider and you will receive a call back with an answer.