Frequently Asked Questions?
How do I schedule an appointment?
To schedule an appointment with University Medical Practice Associates (UMPA) and St. Luke’s Medical Group:
- Call the main UMPA phone line at 212-523-UMPA (8672), option 2, Monday to Friday from 8 am to 7 pm.
- Go to www.umpa.com and click on “Appointment Center”
When scheduling an appointment, please indicate the reason for your visit so that we can give you the appropriate amount of time with your doctor.
When should I arrive for my appointment?
Please arrive at least 15 minutes before your appointment in order to facilitate the check in process.
What should I bring to my first appointment?
- Your insurance card(s)
- A photo ID
- A list of your current medications with dosages or your medication bottles
- Any pertinent medical records
- A valid referral if you’re seeing a specialist (and your primary care physician’s contact information)
- The name and phone number of your pharmacy
- Completed “UMPA Registration Form and Health Questionnaire” which can be downloaded online at www.umpa.com/forms
Will you remind me about my appointment?
Yes. When you schedule your appointment, you will be asked to provide your mobile phone number or home phone number. You will also be asked if you prefer to receive your appointment reminder as a phone call or a text message. We are happy to accommodate either request. A text or an automated reminder will be sent 48 business hours prior to your appointment.
What happens if I need to cancel my appointment? Is there a fee?
- If you cannot keep your scheduled appointment, please notify us at least 24 hours in advance so that we can offer your appointment time to another patient.
- You can cancel your appointment using the “Appointment Center” feature at www.umpa.com/patients/appointmentcenter
- You can request changes by calling 212-523-UMPA (8672), option 2, Monday to Friday from 8 am to 7 pm
- Patients who repeatedly miss appointments or cancel their appointments without giving advance notice may be charged a “No Show” or cancellation fee.
What happens if I arrive late to my appointment?
If you arrive more than 15 minutes late to your appointment we will try and fit you in between other scheduled patients, but you may be asked to either wait until the end of your doctor’s schedule to be seen or to reschedule your appointment for a different day or you may be seen by another provider if there is availability. This is done to reduce delays for the physicians and out of respect to those patients who arrive on time for their appointments. If you miss an appointment without giving advance notice or are rescheduled because of late arrival two or more times within a 12-month period, we may ask you to transfer care to another non-UMPA office.
Will there be any delays once I’m in the office even if I arrive on time for my appointment?
Medical offices will sometimes run behind schedule, often for reasons beyond anyone’s control. Unplanned physician and patient emergencies can sometimes impact the schedule and cause unpredictable waiting times. If a delay occurs, we will inform you as soon as possible. In the unlikely event of an extended delay, we will help you to reschedule your appointment if you would prefer to come back at a different time or offer an appointment with another doctor if one is available.
What is the order in which patients are seen at the UMPA offices?
All patients will be asked to fill out some basic paperwork when they arrive to the UMPA offices. Patients will then be called into the exam room according to their originally scheduled appointment time (and not according to actual time of arrival). Please be aware that there are many providers in the office at the same time, and it may occasionally seem like someone else is being taken out of order. Our goal is to keep every appointment as close as possible to the originally scheduled time and to inform patients of any delays.
How long can I expect to be in the office?
The amount of time you will be in our office (from the time you arrive to the time you leave) depends on the type of visit you have scheduled, the type of doctor you are seeing (specialist or primary care doctor) and whether or not you are a new patient. Visits typically last between 30 to 90 minutes depending on the complexity of your medical issues.
How do I request a refill for my prescription?
We will prescribe most medications, including refills, electronically (ePrescribe). If you are currently on a medication and need a refill (and have come in for recommended follow-up care), please call your pharmacy and ask them to submit the request to us electronically. If your pharmacy does not use ePrescribe, please ask them to contact us for refills.
- You may also refill your prescription by calling 212-523-UMPA (8672), option 6, Monday to Friday from 8 am to 7 pm. You will need to provide:
- Name of physician who prescribed the medication
- Name of the medication
- Quantity (e.g., 30- or 90-day supply)
- The name of the pharmacy that filled the prescription (and the pharmacy phone number)
- If you are requesting a medication that was not prescribed by an UMPA physician, you will need to first discuss that with your UMPA primary care provider.
Who should I call if I need to speak to a physician after the office is closed?
While we encourage you to call our office during regular business hours, we understand that health emergencies can happen at any time. If you need to see a physician when your UMPA physician’s office is closed, you can call one of our other UMPA sites that are open. They are available for urgent primary care visits. If all of the sites are closed, please call our main number 212-523-UMPA (8672), and select the option that transfers you to our answering service. Our answering service will contact the physician on call who will address your medical issues. If you are calling for urgent medication refills, you may leave a message indicating this with the answering service. If you are calling after hours for non-urgent prescription refills or routine medications, please call back when the office is open. Every effort is made to return all calls in a timely manner, but if you are calling for a routine matter (such as a request for a lab requisition), you may not receive a callback on the same day. In the case of a serious or life-threatening medical emergency, please call 911 immediately.
What should I do if there is a medical emergency?
For emergencies, dial 911 or go to the nearest emergency room. The emergency rooms for Mount Sinai St. Luke’s and Roosevelt Hospitals are located at the following sites:
Mount Sinai St. Luke’s
1111 Amsterdam Avenue at West 114th Street
New York, NY 10025
Mount Sinai Roosevelt
1000 Tenth Avenue at West 59th Street
New York, NY 10019
Which hospitals are UMPA healthcare professionals affiliated with?
UMPA practitioners are affiliated with Mount Sinai St. Luke’s and Mount Sinai Roosevelt.
How do I know if an UMPA physician participates in my health plan?
We participate in most major insurance plans. For specific provider coverage information, check with your insurance carrier or contact us at 212-523-UMPA (8672), option 6 (Monday to Friday from 8 am to 7 pm). You can also visit www.UMPA.com/findadoc to find our insurance provider participation.
Who should I call for information concerning billing questions?
Please contact our billing department at 212-523-UMPA (8672), option 4, during business hours (Monday to Friday, 9 am to 5 pm).
Is there a copayment for my visit? When is it due?
Your insurance coverage may require a copayment. If your insurance coverage requires a copayment, the copayment is expected at the time of service. A $15 administrative fee will be charged to patients who do not pay their copayment at the time of service.
Will my insurance cover my visit? Will I owe anything?
Your insurance carrier will be billed for any services you receive. Any services not covered by the insurance carrier will be the responsibility of the patient. Non-covered services are determined by your insurance carrier. Please contact your insurance company for coverage clarification.
What forms of payment do you accept?
We accept the following:
- All major credit cards (American Express, Visa, MasterCard)
- Personal checks and traveler’s checks
How can I get a copy of my medical records?
To maintain your privacy, UMPA requires that all requests to release your medical records be made in writing to your doctor’s office. To obtain a release form, contact the medical records department at 212-523-UMPA (8672), option 4, Monday to Friday from 9 am to 5 pm or download the “Medical Release Form” at www.umpa.com/forms. For a copy of your complete medical records, there is a charge of 75 cents per page.
What are the main practice sites of University Medical Practice Associates? And what are the office hours?
Our main practice sites are listed below along with their phone numbers. This information is also found on our website at www.umpa.com/patients/find_a_practice_location.aspx and by calling 212-523-UMPA (8672), option 5 (Monday to Friday from 8 am to 7 pm). Generally, the office hours for UMPA practice locations are Monday to Friday, 9 am to 5 pm. However, several of our sites offer extended hours.