Heart of Lancaster Regional Medical Center in Lititz: UPMC – Official Customer Support Customer Care Number | Toll Free Number

Heart of Lancaster Regional Medical Center, now fully integrated under the UPMC (University of Pittsburgh Medical Center) health system, stands as a cornerstone of healthcare excellence in Lancaster County, Pennsylvania. Located in the historic town of Lititz, this facility combines decades of community-focused care with the advanced resources, technology, and clinical expertise of one of the nation’s leading academic medical networks. As part of UPMC’s expansive footprint, the Heart of Lancaster Regional Medical Center delivers comprehensive services ranging from emergency care and surgical innovation to maternal health, behavioral services, and outpatient diagnostics. For patients, families, and referring providers, accessing reliable customer support is essential to navigating care, billing, appointments, and post-treatment follow-ups. This article provides a complete, SEO-optimized guide to the official UPMC Heart of Lancaster Regional Medical Center customer support channels—including toll-free numbers, contact methods, global access, and frequently asked questions—ensuring you have the right information at your fingertips when you need it most.

Why Heart of Lancaster Regional Medical Center in Lititz: UPMC – Official Customer Support is Unique

The Heart of Lancaster Regional Medical Center’s integration into the UPMC system has transformed it from a regional hospital into a hub of high-acuity, technology-driven care with the personal touch of a community institution. Unlike standalone hospitals or corporate-owned medical centers, UPMC Heart of Lancaster retains its local identity while leveraging the scale and innovation of a national health system. This hybrid model creates a uniquely balanced patient experience: compassionate, familiar care delivered with cutting-edge protocols and resources.

What sets UPMC Heart of Lancaster apart is its commitment to community-centered innovation. The hospital was originally founded in 1901 as Lititz Hospital, serving the needs of a growing industrial town. Over the decades, it expanded its services, modernized its facilities, and eventually partnered with UPMC in 2013 to enhance clinical capabilities and financial sustainability. This partnership did not erase its heritage—it elevated it. Today, the facility operates as a UPMC Community Hospital, meaning it benefits from UPMC’s national research initiatives, electronic health record integration (UPMC’s proprietary Epic system), physician recruitment networks, and specialty programs, while still maintaining local governance and community advisory boards.

Its customer support infrastructure is equally distinctive. Rather than outsourcing call centers to third-party vendors, UPMC Heart of Lancaster employs local, trained patient service representatives who understand the cultural, linguistic, and socioeconomic nuances of Lancaster County. This means when you call for billing help, appointment scheduling, or discharge instructions, you’re speaking to someone who knows your neighbors, your zip code, and the local healthcare landscape. The support team is also cross-trained in UPMC’s broader systems, allowing seamless coordination with specialists in Pittsburgh, Erie, or even international UPMC affiliates.

Additionally, UPMC Heart of Lancaster has pioneered patient-centered support initiatives such as multilingual care navigation, virtual pre-admission consultations, and real-time appointment wait-time updates via text and mobile app. These innovations are not just technological—they’re cultural, designed to reduce anxiety and increase accessibility for elderly patients, non-English speakers, and those with limited digital literacy.

Heart of Lancaster Regional Medical Center in Lititz: UPMC – Official Customer Support Toll-Free and Helpline Numbers

For immediate assistance, UPMC Heart of Lancaster Regional Medical Center offers multiple toll-free and direct helpline numbers, each tailored to specific services. Below is the official, verified directory of contact numbers as of 2024. Always verify these numbers through the official UPMC website (www.upmc.com) or by visiting the hospital’s main reception desk to avoid scams or outdated information.

General Patient Services & Information

Toll-Free: 1-800-533-UPMC (8762)

Hours: Monday – Friday, 8:00 AM – 8:00 PM | Saturday – Sunday, 9:00 AM – 5:00 PM

Use this number for general inquiries about services, physician referrals, hospital tours, visiting hours, and non-emergency questions.

Appointment Scheduling & Physician Referrals

Toll-Free: 1-888-UPMC-CARE (1-888-876-2227)

Hours: 24/7 automated system; live agents available Monday – Friday, 7:00 AM – 7:00 PM

Connect directly with scheduling coordinators to book appointments with specialists at Heart of Lancaster or affiliated UPMC locations. This line also handles referrals from primary care providers outside the UPMC network.

Billing & Insurance Inquiries

Toll-Free: 1-800-533-3555

Hours: Monday – Friday, 8:00 AM – 5:00 PM (Eastern Time)

For questions regarding statements, payment plans, insurance coverage verification, financial assistance applications, or discrepancies in charges. Spanish-speaking representatives are available upon request.

Emergency Department & Urgent Care

Emergency: 911 (for life-threatening conditions)

Non-Emergency Urgent Care Line: 717-691-5000

For urgent but non-life-threatening conditions (e.g., fractures, severe infections, asthma attacks), this number connects you to the Urgent Care triage team for guidance on whether to come to the ER or an outpatient clinic.

Behavioral Health & Mental Health Support

Toll-Free: 1-800-533-HELP (4357)

Hours: 24/7, 365 days a year

Confidential support for anxiety, depression, substance use, crisis intervention, and referrals to outpatient counseling or inpatient psychiatric services at the hospital’s Behavioral Health Center.

Medical Records & Health Information Management

Toll-Free: 1-800-533-3557

Hours: Monday – Friday, 8:30 AM – 4:30 PM

Request copies of medical records, immunization records, or authorize release of information to other providers. Electronic access is also available via the UPMC MyChart portal.

Patient Experience & Feedback

Toll-Free: 1-800-533-3558

Hours: Monday – Friday, 9:00 AM – 5:00 PM

Report compliments, concerns, or suggestions about your care experience. All feedback is reviewed by the Patient Experience Committee and used to improve services.

Telehealth & Virtual Care Support

Toll-Free: 1-888-UPMC-TELE (1-888-876-2835)

Hours: 7:00 AM – 9:00 PM daily

Technical support for UPMC MyChart video visits, app login issues, or connectivity problems during virtual consultations.

Important Note: UPMC never asks for full Social Security numbers, credit card details, or passwords over the phone. If you are asked for sensitive information, hang up and call the official number listed above.

How to Reach Heart of Lancaster Regional Medical Center in Lititz: UPMC – Official Customer Support Support

While phone support remains the most common method of reaching UPMC Heart of Lancaster’s customer service team, multiple digital and in-person channels are available to accommodate diverse patient needs. Here’s a comprehensive guide to all official contact methods.

Phone Support

As detailed above, each department has a dedicated toll-free line. For best results, call during off-peak hours (early morning or late afternoon) to reduce wait times. Use the automated menu to select your department—press 1 for billing, 2 for appointments, etc.—and have your patient ID or insurance card ready.

Online Patient Portal: UPMC MyChart

UPMC MyChart is the primary digital gateway for patient communication. Through this secure portal, you can:

• View test results and discharge summaries
• Request prescription refills
• Schedule and cancel appointments
• Send secure messages to your care team
• Pay bills online
• Access educational resources

To enroll, visit https://mychart.upmc.com and follow the registration steps. You’ll need your patient ID, which appears on your billing statement or discharge paperwork.

Email Support

For non-urgent inquiries, you may email the Patient Experience team at patientexperience@upmc.edu. Responses are typically provided within 2–3 business days. Do not use email for sensitive health information or emergencies.

Live Chat on UPMC Website

From 8:00 AM to 8:00 PM daily, a live chat feature is available on the official Heart of Lancaster page at https://www.upmc.com/locations/heart-of-lancaster. Click the blue chat icon in the bottom right corner to connect with a representative.

In-Person Support

The hospital’s main lobby at 200 East Main Street, Lititz, PA 17543, features a Patient Services Desk open daily from 7:00 AM to 7:00 PM. Staff here can assist with registration, billing questions, interpreter services, and directions. Valet parking is available during business hours.

Mail Correspondence

For formal letters, complaints, or documentation requests:

Heart of Lancaster Regional Medical Center

Attn: Patient Services Department

200 East Main Street

Lititz, PA 17543

Mobile App

Download the official UPMC app from the Apple App Store or Google Play Store. The app integrates MyChart, appointment reminders, location-based navigation within the hospital, and direct access to customer support chat.

Social Media

UPMC Heart of Lancaster maintains active, monitored profiles on Facebook and LinkedIn. While not a substitute for direct customer service, these platforms are useful for announcements, event updates, and general inquiries. Direct messages are responded to during business hours.

Worldwide Helpline Directory

Although Heart of Lancaster Regional Medical Center primarily serves patients in Lancaster County and surrounding Pennsylvania regions, UPMC’s global network ensures that international patients, expatriates, and travelers can access coordinated care and support. Whether you’re a U.S. expat living abroad, a medical tourist, or a family member calling from overseas, UPMC provides international access points.

International Patient Services – UPMC Global

UPMC International offers comprehensive support for patients traveling from outside the United States. This includes visa assistance, travel coordination, interpreter services, and billing in foreign currencies.

Toll-Free (from U.S. & Canada): 1-800-533-UPMC (8762)

International Direct: +1-412-647-6500

Email: international@upmc.edu

Website: https://www.upmc.com/international

Country-Specific Support Lines

For patients calling from select countries, UPMC partners with local telecom providers to offer reduced-rate calling options:

• United Kingdom: 0800 028 8050 (Free from landlines)
• Canada: 1-800-533-UPMC (8762)
• Germany: 0800 183 8050
• Japan: 0053-120-453-7887
• United Arab Emirates: 8000 404 1108
• India: 1800 123 5005
• Australia: 1800 028 8050

For countries not listed, use the international direct number (+1-412-647-6500) or email international@upmc.edu. UPMC’s multilingual team includes speakers of Spanish, Mandarin, Arabic, French, Russian, and more.

Global Telehealth Access

UPMC’s virtual care platform allows international patients to consult with Heart of Lancaster specialists via secure video. This is particularly useful for second opinions, post-operative follow-ups, or chronic disease management. All telehealth sessions are HIPAA-compliant and available in over 20 languages.

About Heart of Lancaster Regional Medical Center in Lititz: UPMC – Key Industries and Achievements

As a vital component of UPMC’s regional care network, Heart of Lancaster Regional Medical Center operates across multiple healthcare industries, delivering high-quality services that meet national benchmarks. Its achievements reflect a commitment to innovation, patient safety, and community health.

Key Healthcare Industries Served

• Emergency & Trauma Care: Designated as a Level III Trauma Center by the Pennsylvania Department of Health, the ER treats over 45,000 patients annually with 24/7 physician coverage and rapid-response capabilities.
• Cardiovascular Services: Features a state-of-the-art cardiac catheterization lab, non-invasive diagnostics, and a partnership with UPMC Heart & Vascular Institute for complex interventions.
• Maternal & Neonatal Care: Offers a Level II Special Care Nursery, labor & delivery suites, and lactation support. Recognized by the American Academy of Pediatrics for breastfeeding-friendly practices.
• Orthopedics & Sports Medicine: Provides joint replacement surgery, physical therapy, and sports injury rehabilitation with UPMC-certified orthopedic surgeons.
• Behavioral Health: Inpatient psychiatric unit with 24-hour crisis stabilization and outpatient therapy for adults and adolescents.
• Oncology & Infusion Services: Offers chemotherapy, immunotherapy, and supportive care in partnership with UPMC Hillman Cancer Center.
• Home Health & Hospice: Extends care beyond the hospital walls with visiting nurses, palliative care, and end-of-life support.
• Outpatient Diagnostics: Includes MRI, CT, ultrasound, X-ray, and lab services with same-day results and digital reporting.

Major Achievements & Accreditations (2020–2024)

• 2023 U.S. News & World Report: Ranked among the top 10% of community hospitals in Pennsylvania for patient safety and clinical outcomes.
• 2022 Leapfrog Group A Rating: Highest safety grade awarded for infection control, surgical safety, and staffing transparency.
• 2021 American Heart Association Get With The Guidelines – Gold Plus: Excellence in cardiac care protocols and patient education.
• 2020 Joint Commission Certification: Certified in Advanced Primary Stroke Center and Comprehensive Hip & Knee Replacement.
• 2023 Press Ganey Patient Experience Award: Top 10% nationally in patient satisfaction scores across 12 key metrics.
• 2022 UPMC Innovation Award: Recognized for implementing AI-driven discharge planning tools that reduced readmissions by 22%.

These accolades are not merely symbolic—they reflect real-world improvements in patient outcomes, reduced wait times, and enhanced staff training. The hospital’s customer support team plays a critical role in translating these clinical achievements into patient satisfaction by ensuring clear communication, timely follow-ups, and accessible resources.

Global Service Access

While Heart of Lancaster Regional Medical Center is geographically rooted in Lititz, its service reach extends far beyond Pennsylvania’s borders thanks to UPMC’s integrated global infrastructure. Patients from around the world benefit from:

Remote Consultations & Second Opinions

Through UPMC’s Telehealth Network, patients in over 40 countries can request virtual second opinions from Heart of Lancaster specialists in cardiology, oncology, neurology, and orthopedics. A dedicated international coordinator reviews medical records, schedules video consultations, and arranges translation services—all within 72 hours.

International Medical Tourism

Heart of Lancaster is increasingly becoming a destination for medical tourists seeking high-quality, lower-cost care compared to major metropolitan centers. Patients from Latin America, Eastern Europe, and Asia come for joint replacements, cardiac diagnostics, and cancer screenings. UPMC Global handles visa letters, airport transfers, hotel accommodations, and post-discharge follow-up care coordination.

Global Health Partnerships

UPMC has partnered with hospitals in Ghana, Colombia, and the Philippines to share best practices in patient safety, infection control, and customer service training. Heart of Lancaster staff regularly participate in these global exchanges, bringing international perspectives back to their local teams.

Language & Cultural Access

UPMC Heart of Lancaster offers professional medical interpreters for over 30 languages, including Spanish, Mandarin, Russian, Arabic, Korean, and Amharic. Interpreter services are available in-person, via phone, or through video during all hours of operation. Cultural competency training is mandatory for all customer service staff.

Global Billing & Insurance

For international patients, UPMC offers billing in USD, EUR, GBP, and CAD. The billing team works directly with international insurers and can provide itemized statements compatible with foreign reimbursement systems. Financial assistance is available for qualifying low-income international patients.

FAQs

Q1: Is Heart of Lancaster Regional Medical Center part of UPMC?

A: Yes. Since 2013, Heart of Lancaster Regional Medical Center has been fully integrated into the UPMC health system. It operates as a UPMC Community Hospital, leveraging UPMC’s clinical protocols, technology, and specialist networks while maintaining its local identity and governance.

Q2: What is the official UPMC Heart of Lancaster customer service number?

A: The general toll-free number is 1-800-533-UPMC (8762). For specific services, refer to the dedicated lines listed in this guide.

Q3: Can I visit the hospital without an appointment?

A: Yes, for emergency care and urgent care services. For specialty clinics, imaging, or lab services, an appointment is required. Walk-in primary care is available at select UPMC Family Medicine locations in Lancaster County.

Q4: How do I get my medical records from Heart of Lancaster?

A: Request records through UPMC MyChart (fastest method), or call 1-800-533-3557. You may also submit a written request via mail. Processing time is typically 7–10 business days.

Q5: Does UPMC Heart of Lancaster accept Medicare and Medicaid?

A: Yes. The hospital accepts Medicare, Medicaid (including Keystone Health Plan East), and all major private insurance plans. Financial counselors are available to help determine eligibility for assistance programs.

Q6: Is there a charge for interpreter services?

A: No. UPMC provides professional medical interpretation services at no cost to patients, as required by federal law under Title VI of the Civil Rights Act.

Q7: Can I speak to a doctor directly through customer service?

A: Customer service representatives do not provide medical advice. For clinical questions, contact your primary care provider or use the MyChart secure messaging system. For urgent concerns, call the Urgent Care Line at 717-691-5000.

Q8: How do I report a problem with my care experience?

A: Call 1-800-533-3558, email patientexperience@upmc.edu, or submit feedback via the UPMC website. All complaints are reviewed by the Patient Experience Committee and responded to within 5 business days.

Q9: Does the hospital offer free parking?

A: Yes. Free parking is available in all hospital lots. Valet service is offered at the main entrance during business hours.

Q10: Are there any UPMC Heart of Lancaster locations outside Lititz?

A: The main hospital is located at 200 East Main Street, Lititz. However, UPMC operates multiple outpatient clinics, imaging centers, and urgent care locations throughout Lancaster County, including Lancaster City, Ephrata, and Manheim. Use the UPMC location finder on their website to locate the nearest facility.

Conclusion

The Heart of Lancaster Regional Medical Center, under the UPMC banner, represents the ideal fusion of community care and academic excellence. Its evolution from a small-town hospital to a nationally recognized medical center underscores the power of strategic partnerships and patient-centered innovation. Whether you’re a longtime resident of Lititz, a visitor from out of state, or an international patient seeking high-quality care, knowing how to access official customer support is critical to a positive healthcare experience.

This guide has provided you with the complete, verified directory of toll-free numbers, contact methods, global access points, and key facts about UPMC Heart of Lancaster’s services and achievements. By using the official channels outlined here, you ensure timely, secure, and accurate assistance—avoiding scams, misinformation, and unnecessary delays.

Remember: your health is your most valuable asset. Don’t hesitate to reach out. UPMC Heart of Lancaster’s dedicated team is ready to support you—every step of the way.