Client Services

Our Client Services Department is staffed with courteous and knowledgeable customer service representatives who are able and willing to assist you with questions ranging from specimen requirements, turnaround time test information, or routine test results. Our services are available Monday through Friday from 8am-9pm, and Saturdays from 9am-5pm. For more technical issues, the Client Services Department will refer you to the appropriate laboratory personnel. Clients may consult directly with medical directors, pathologists, or with medical technologists.

Toll Free:      (800) 551-0670
Local Area:   (212) 746-0670
Client Services Coordinator: (212) 746-1498

Patient Service Centers

Locations:

• The K-09 Patient Service Center is located in the hospital at 520 East 70th Street in the C.V. Starr Pavilion, lobby level. The hours are Monday - Friday, 8:00am-4:30pm. Phone: (212) 746-0666.
• 51 West 52nd Street # 110. The hours are Monday - Friday 8:30 - 4pm. Phone: (212) 326-8444. 

Patients must bring a prescription indicating laboratory tests needed or a completed New York Hospital requisition from their physician.

Both locations require no appointments except for timed tests. Please call individual Patient Service Center (PSC) for appointment.

Special requests such as timed tests or site-specific blood cultures and purged stool specimens are welcomed Monday through Friday between 8:30am and 3:00pm.

Please note the following tests require an appointment:

• Glucose Tolerance, Call K-09 PSC at (212) 746-0666 or West Side PSC: (212) 326-8444
• Special Hematology/Coagulation, Call Special Coagulation Laboratory at (212) 746-3334.
  Tests include:

• Heparin Assays 
• Platelet Studies
• Platelet Function Tests
• von Willebrand’s Activity (Ristocetin Cofactor)
• Antigen and Multimers

Our Patient Service Center provides specimen collection services including routine phlebotomy, urine and stool samples.  The Phlebotomists staffing our Patient Service Centers are not authorized to obtain cultures that require the swabbing of the source area (e.g. wound, nasal, and throat cultures, etc.).  Physicians must obtain these specimens in their offices.  Once the specimen is obtained, please call (212) 746-0669 to arrange for a specimen pick-up.

If you have any questions, please call our Client Services Department at (212) 746-0670.

Test Add-Ons

Test additions are available after submission of specimens only if sufficient specimen volume and stability remain after the initial tests requested have been completed. In order to request a test add-on, please contact our Client Services Department.

Result Reporting

As a Client of the New York Hospital Laboratories, you will have various reporting options available. We offer hand-delivered reporting through our Courier services, auto fax / auto printing, or with our electronic laboratory system, Labtest. The reports you receive from New York Hospital Laboratories can be formatted to print finals only or to include partial reports and cumulative finals. We are also able to interface results to your current EMR system utilizing our secure internet system, Emdeon.

Stat Services

If Stat services are needed, you should call our Logistics Department at (212) 746-0669 and advise that a Stat specimen pick-up is needed. Specimens that require Stat services should not be given to your routine courier. Stat specimens should be placed in a RED specimen bag for priority purposes. 

Our Laboratory has defined a limited number of specific tests that can be requested using the priority of STAT. Stat services are only available on the following tests:

Logistics Program

Upon meeting with your Account Representative, a specimen pick up schedule will be established based on your office needs. In an effort to improve the efficiency and accuracy of our services, we have implemented a state of the art specimen tracking system, Gajema. Our couriers are equipped with hand-held barcode scanning devices that enables them to scan our requisition's barcode upon pick-up. Additionally, our couriers log in the specific tubes and other containers that are enclosed with each requisition for each patient.

Critical Values

New York Hospital Laboratories operates 24 hours a day /7 days a week. If a critical result is noted after completion of a test, the critical result will be immediately reported to the specific contact(s) provided by our clients.

Confidentiality

New York Hospital Laboratories protects the confidentiality of patient’s private health information and complies with all applicable local, state and federal regulations. Electronic access is limited only to authorized entities. Policies and procedures for protecting patient health information are accessible by visiting our website at: www.nyp.org.

Financial Services 

The laboratory is in-network with major insurances such as Empire BC/BS, Aetna, CIGNA, Oxford, United Healthcare and Emblem as well as many others. Please refer to our enclosed insurance list.

Our Laboratory Customer Service staff is knowledgeable in assisting clients with billing or insurance inquiries.

Online Result Viewing System

Utilizing our electronic laboratory system, New York Hospital Laboratories has moved Lab Ordering and Resulting to the cutting edge. Partnered with Emdeon, a leader in Internet-based test ordering and resulting, our clients now have access to the most advanced clinical tools to enhance Patient Care.

Online Benefits

• Anatomic Pathology and Clinical Results available
• Eliminates paperwork and typographical errors
• Using your existing Internet-connected computers and printers
• No mandatory software installation
• Centralizes hospital and physician data
• Maintains security and confidentiality of patient records
• ABN’s provided based on medical necessity rules
• Timely access to completed laboratory results
• Minimal training required - review status of pending partial and complete results
• Flexible inquiry by date range, patient or doctor