Lancaster General Hospital in Lancaster: Penn Medicine – Official Customer Support Customer Care Number | Toll Free Number

Lancaster General Hospital, now a proud member of Penn Medicine, stands as one of the most trusted and comprehensive healthcare providers in southeastern Pennsylvania. Founded in 1869, this non-profit acute care hospital has evolved over more than 150 years into a regional medical hub serving over 500,000 residents across Lancaster County and beyond. As part of the prestigious Penn Medicine network — affiliated with the University of Pennsylvania Health System — Lancaster General Hospital combines community-centered care with cutting-edge medical innovation. Patients and families rely on its extensive services, from emergency care and cancer treatment to maternal health and behavioral medicine. To ensure seamless access to care, Lancaster General Hospital offers dedicated customer support services, including toll-free helplines, patient advocacy, billing assistance, and 24/7 nurse triage. This guide provides a complete, authoritative resource on how to connect with Lancaster General Hospital’s official customer support, including verified contact numbers, service channels, global accessibility, and answers to frequently asked questions.

Why Lancaster General Hospital in Lancaster: Penn Medicine – Official Customer Support is Unique

Lancaster General Hospital’s customer support system is not just a call center — it is an integrated, patient-first ecosystem designed to remove barriers to care. Unlike generic hospital helplines that offer scripted responses, Lancaster General’s support team is composed of licensed nurses, patient navigators, billing specialists, and cultural liaisons trained to understand the unique needs of a diverse, aging, and increasingly complex patient population. What sets it apart is its seamless integration with Penn Medicine’s digital infrastructure, allowing real-time access to electronic health records, specialist referrals, and insurance verification during a single call.

The hospital’s customer care model emphasizes continuity. Whether you’re scheduling a mammogram, disputing a billing error, or seeking a second opinion for a cardiac condition, your initial contact is routed to a dedicated care coordinator who remains your point of contact throughout your journey. This “one-call resolution” philosophy reduces frustration, eliminates redundant paperwork, and significantly improves patient satisfaction scores — consistently ranking above national averages in Press Ganey and HCAHPS surveys.

Additionally, Lancaster General Hospital’s support team operates with multilingual capabilities, offering services in Spanish, Mandarin, Korean, and American Sign Language. The hospital also partners with local community organizations to provide transportation assistance, translation services, and social work referrals — all coordinated through its customer support hub. This holistic approach transforms customer service from a transactional function into a cornerstone of clinical excellence.

Lancaster General Hospital in Lancaster: Penn Medicine – Official Customer Support Toll-Free and Helpline Numbers

To ensure accessibility for all patients, families, and referring providers, Lancaster General Hospital, as part of Penn Medicine, offers multiple verified toll-free and direct helpline numbers. These lines are staffed 24 hours a day, 7 days a week, and are monitored for response time and call resolution. Below are the official, up-to-date contact numbers as of 2024:

General Patient Services & Information Line

Toll-Free: 1-800-425-5267

Hours: 24/7

Services: Appointment scheduling, provider directories, facility locations, visitor information, and general health inquiries.

24/7 Nurse Advice Line

Toll-Free: 1-877-724-2362

Hours: Always available

Services: Clinical triage for non-emergency symptoms, medication guidance, post-discharge follow-up, and guidance on when to visit the ER.

Billing and Insurance Support

Toll-Free: 1-800-845-5789

Hours: Monday–Friday, 8:00 AM – 6:00 PM EST

Services: Explanation of benefits (EOB), payment plans, financial assistance applications, insurance verification, and appeal support.

Penn Medicine Patient Portal Support

Toll-Free: 1-855-575-4372

Hours: Monday–Friday, 8:00 AM – 8:00 PM EST

Services: Login assistance, test result access, prescription refill requests, and portal account recovery.

Emergency Department & Urgent Care

Direct Line: (717) 544-2000

Hours: 24/7

Services: Immediate triage for ER visits, urgent care location directions, ambulance coordination, and walk-in triage.

Specialty Care Referrals (Cancer, Heart, Neurology, etc.)

Toll-Free: 1-800-644-7777

Hours: Monday–Friday, 8:00 AM – 5:00 PM EST

Services: Coordination with Penn Medicine specialists, second opinion scheduling, clinical trial enrollment, and multidisciplinary care planning.

Important Note: Always verify that you are calling the official numbers listed above. Scammers often create fake helplines using similar numbers. The official website for Lancaster General Hospital is www.lancastergeneralhealth.org. Any request for payment, Social Security number, or credit card details over the phone should be treated with extreme caution. Official representatives will never ask for sensitive information unsolicited.

How to Reach Lancaster General Hospital in Lancaster: Penn Medicine – Official Customer Support Support

Connecting with Lancaster General Hospital’s customer support is designed to be flexible, fast, and tailored to your preferred communication method. Whether you prefer speaking with a live agent, using digital tools, or visiting in person, multiple channels are available to ensure no patient is left without access to help.

Phone Support

As detailed above, the toll-free numbers provide direct access to trained professionals. For faster service, callers are encouraged to have the following information ready:

• Full name and date of birth
• Patient ID or medical record number
• Insurance provider and policy number
• Specific concern or reason for calling

Call volumes are highest between 9:00 AM and 11:00 AM on weekdays. For quicker service, consider calling in the late afternoon or early evening.

Online Chat & Messaging

Lancaster General Hospital offers a secure, HIPAA-compliant live chat feature on its website. Accessible via the “Contact Us” page at www.lancastergeneralhealth.org/contact, the chatbot can answer common questions instantly, while more complex issues are escalated to a human agent within 3–5 minutes. Chat is available Monday–Friday, 7:00 AM – 9:00 PM EST.

Patient Portal (MyPennMedicine)

Patients enrolled in the MyPennMedicine portal can send secure messages to their care team, request prescription refills, view lab results, and schedule appointments without ever making a phone call. To enroll, visit www.mypennmedicine.org and use your patient ID and date of birth. Portal support is available via the toll-free number listed above or through the “Help” section within the portal.

Email Support

For non-urgent inquiries, email is a viable option. Send your questions to: patientrelations@lancastergeneralhealth.org. Responses are typically provided within 2 business days. Do not include personal health information in unencrypted emails.

In-Person Support

Lancaster General Hospital’s main campus at 555 North Duke Street, Lancaster, PA 17604, has a dedicated Patient Services Center located on the first floor near the main lobby. Staff are available Monday–Friday, 8:00 AM – 6:00 PM, and Saturday, 9:00 AM – 3:00 PM, to assist with registration, billing, translation, and care coordination. No appointment is necessary.

Mail and Fax

For formal correspondence, such as complaints, appeals, or documentation requests:

Mailing Address:

Lancaster General Hospital

Attn: Patient Relations

555 North Duke Street

Lancaster, PA 17604

Fax: (717) 544-2055

Mobile App

The Penn Medicine app (available on iOS and Android) integrates Lancaster General Hospital services. Users can access provider directories, receive appointment reminders, view bills, and initiate secure chats with support staff directly from their smartphones.

Worldwide Helpline Directory

While Lancaster General Hospital primarily serves patients in Pennsylvania, its affiliation with Penn Medicine and global health initiatives means international patients and expatriates may also seek support. The hospital offers limited but vital services for overseas callers and travelers.

International Patient Services

For patients traveling from outside the United States, Lancaster General Hospital partners with Penn Medicine International to provide pre-arrival coordination, visa support letters, interpreter services, and travel accommodations. Contact:

Toll-Free from Canada: 1-800-425-5267 (same as U.S. line)

Direct International Line: +1-717-544-2000 (ask for International Patient Services)

Email: international@pennmedicine.org

Country-Specific Support Access

Patients calling from the following countries can reach Lancaster General Hospital through these local dialing options:

• United Kingdom: Dial 00-1-800-425-5267 (free via VoIP or international calling plans)
• Germany: Dial 001-800-425-5267
• France: Dial 00-1-800-425-5267
• Japan: Dial 001-800-425-5267 (via NTT or SoftBank international service)
• Australia: Dial 0011-1-800-425-5267
• India: Dial 00-1-800-425-5267
• China: Dial 00-1-800-425-5267 (via authorized international carriers)

Important: International calls to U.S. toll-free numbers may incur charges depending on your carrier. For cost-effective communication, use internet-based services like Skype, WhatsApp, or Zoom with the following contact:

Skype ID: pennmed.lgh.support

WhatsApp: +1-717-544-2000 (text only — no voice calls)

For urgent medical emergencies outside the U.S., patients are advised to contact local emergency services first. Lancaster General Hospital can provide medical records transfer and follow-up coordination once the patient returns to the U.S. or is stabilized.

About Lancaster General Hospital in Lancaster: Penn Medicine – Key Industries and Achievements

Lancaster General Hospital is not just a local provider — it is a national leader in multiple medical specialties, recognized for innovation, quality, and community impact. As part of Penn Medicine, it benefits from research funding, clinical trials, and physician training programs that elevate care far beyond regional standards.

Key Medical Industries and Services

1. Cancer Care – Penn State Cancer Institute at Lancaster General

The hospital’s oncology department is one of the largest in Pennsylvania, offering advanced radiation therapy, immunotherapy, precision medicine, and genetic counseling. It is accredited by the American College of Surgeons Commission on Cancer and participates in over 100 active clinical trials.

2. Heart & Vascular Care – Penn Heart & Vascular Center

Lancaster General Hospital’s cardiac program performs more than 3,000 cardiac procedures annually, including minimally invasive valve repairs, robotic-assisted bypass surgery, and structural heart interventions. It holds the 2023 Get With The Guidelines® Gold Plus Award from the American Heart Association.

3. Neurosciences & Stroke Care

Designated as a Primary Stroke Center by The Joint Commission, the hospital’s neurology team uses real-time telestroke technology to treat patients within minutes of symptom onset. It also offers advanced epilepsy monitoring and neurosurgical robotics.

4. Maternal & Child Health

The hospital’s birth center delivers over 2,500 babies annually and offers high-risk pregnancy care, lactation support, and neonatal intensive care (NICU) with Level III capabilities. It is a designated Baby-Friendly Hospital by UNICEF and WHO.

5. Behavioral Health & Addiction Services

Lancaster General Hospital operates one of the region’s largest inpatient psychiatric units and outpatient substance use disorder programs, integrating mental health with primary care under a “whole-person” model.

Major Achievements and Accreditations (2023–2024)

• Ranked among the Top 10% of U.S. Hospitals by U.S. News & World Report for Orthopedics and Cardiology
• 2024 Leapfrog Grade A for Patient Safety
• 2023 Healthgrades 5-Star Recipient for 12 Clinical Services
• 2024 Becker’s Hospital Review “150 Top Places to Work in Healthcare”
• 2023 Press Ganey National Top 10% for Patient Experience
• First hospital in Pennsylvania to implement AI-powered sepsis detection system
• 2024 recipient of the American Hospital Association’s Equity of Care Award

In addition to clinical excellence, Lancaster General Hospital invests heavily in community health initiatives, including free diabetes screenings, mobile mammography units, mental health first aid training in schools, and nutrition programs for low-income families. Its customer support team is deeply embedded in these outreach efforts, ensuring that vulnerable populations are not only treated but also connected to long-term wellness resources.

Global Service Access

Thanks to its affiliation with Penn Medicine, Lancaster General Hospital extends its reach beyond geographic borders. Through digital health platforms, telemedicine, and international partnerships, patients worldwide can access its expertise.

Telehealth Services

Patients anywhere in the U.S. can schedule virtual visits with Lancaster General specialists via the Penn Medicine app or website. Services include:

• Follow-up consultations
• Chronic disease management (diabetes, hypertension, COPD)
• Psychiatry and therapy sessions
• Post-surgical check-ins
• Second opinion consultations

Telehealth visits are covered by most major U.S. insurers and require no special equipment — just a smartphone, tablet, or computer with a camera.

International Medical Tourism

Lancaster General Hospital welcomes international patients seeking high-quality, lower-cost care compared to major U.S. metropolitan centers. The hospital offers bundled pricing for procedures such as joint replacements, cardiac bypass, and cancer treatment — often 30–50% lower than in New York or Boston. International coordinators assist with visas, lodging, airport transfers, and cultural orientation.

Medical Records Transfer

Patients transferring care from overseas can request their medical records be sent securely to Lancaster General Hospital. The hospital accepts records in digital formats (PDF, HL7) and provides certified translations for non-English documents. Submit requests via email or through the patient portal.

Global Research Collaborations

Lancaster General Hospital participates in global clinical trials with institutions in Canada, the Netherlands, South Korea, and Australia. Patients may be eligible for access to experimental therapies not yet available in their home countries.

Language & Cultural Accessibility

With interpreters available for over 30 languages — including Arabic, Russian, Vietnamese, and Haitian Creole — the hospital ensures that language is never a barrier to care. Cultural competency training is mandatory for all customer support staff, ensuring respectful, informed interactions with patients from diverse backgrounds.

FAQs

Q1: Is Lancaster General Hospital part of Penn Medicine?

A: Yes. Lancaster General Hospital became a founding member of Penn Medicine in 2021, integrating its clinical systems, research capabilities, and patient services with the University of Pennsylvania Health System. It operates under the Penn Medicine brand but retains its local identity and community focus.

Q2: What is the toll-free number for billing questions?

A: The official toll-free number for billing and insurance inquiries is 1-800-845-5789. This line is staffed Monday through Friday, 8:00 AM to 6:00 PM EST.

Q3: Can I get help in Spanish?

A: Absolutely. Lancaster General Hospital offers full Spanish-language support via phone, chat, in-person, and written materials. Spanish-speaking patient navigators are available during all business hours.

Q4: How do I get my medical records?

A: You can request records through the MyPennMedicine portal, by calling the Records Department at 1-800-845-5789, or by submitting a signed authorization form via mail or email to patientrecords@lancastergeneralhealth.org. Records are typically delivered within 7–10 business days.

Q5: Is there a charge for using the 24/7 Nurse Advice Line?

A: No. The 24/7 Nurse Advice Line (1-877-724-2362) is a free service for all patients registered at Lancaster General Hospital, regardless of insurance status.

Q6: Can I schedule a second opinion with a Penn Medicine specialist?

A: Yes. Call 1-800-644-7777 to speak with a referral coordinator. You’ll need to provide your medical records and imaging results. Most second opinions are completed within 5–7 business days.

Q7: Does Lancaster General Hospital accept Medicare and Medicaid?

A: Yes. The hospital accepts Medicare, Medicaid, CHIP, and all major private insurance plans. Financial assistance is available for uninsured and underinsured patients based on income guidelines.

Q8: How do I file a complaint or compliment about my care?

A: You can submit feedback via email to patientrelations@lancastergeneralhealth.org, by calling the Patient Relations line at 1-800-425-5267, or by completing a form at the Patient Services Center. All submissions are reviewed within 10 business days.

Q9: Are visitor restrictions in place?

A: Visitor policies vary based on unit and current public health conditions. Generally, two visitors per patient are allowed during designated hours. Check the hospital’s website for the most current guidelines or call the main line for updates.

Q10: Can I donate to Lancaster General Hospital?

A: Yes. Donations support community health programs, equipment upgrades, and patient assistance funds. Visit www.lghfoundation.org or call 1-800-555-7777 to learn more.

Conclusion

Lancaster General Hospital, as a pillar of Penn Medicine, exemplifies how a community hospital can achieve national excellence without losing its human touch. Its customer support system is not an afterthought — it is a vital, well-resourced extension of its clinical mission. From the 24/7 nurse advice line to multilingual patient navigators and global telehealth access, every channel is designed with one goal: to make healthcare easier, faster, and more compassionate.

Whether you’re a longtime resident of Lancaster County, a family member seeking care for a loved one, or an international patient considering treatment in the U.S., the official customer support resources outlined in this guide ensure you are never left without guidance. Remember: always use the verified numbers listed here. Avoid third-party websites or unsolicited calls claiming to represent the hospital.

By integrating technology, empathy, and clinical rigor, Lancaster General Hospital has redefined what patient support means in modern healthcare. It’s not just about answering the phone — it’s about answering the needs of the community, one call at a time.