Hospital of the University of Pennsylvania in Philadelphia: Flagship – Official Customer Support Customer Care Number | Toll Free Number

The Hospital of the University of Pennsylvania (HUP), located in the heart of Philadelphia, stands as a beacon of medical excellence, innovation, and patient-centered care. As the flagship teaching hospital of the University of Pennsylvania Health System (UPHS), HUP combines world-class clinical expertise with cutting-edge research and compassionate service. For patients, families, and referring providers, accessing timely and accurate support is critical — whether it’s scheduling an appointment, understanding billing statements, seeking second opinions, or navigating complex care pathways. This comprehensive guide provides authoritative, SEO-optimized information on the official customer support channels for HUP, including toll-free numbers, contact methods, global access, and the institution’s historic and clinical achievements. Whether you’re a local resident, a national patient, or an international referral, this resource ensures you connect with the right support, every time.

Why Hospital of the University of Pennsylvania in Philadelphia: Flagship – Official Customer Support is Unique

The Hospital of the University of Pennsylvania is not merely a healthcare provider — it is a legacy of medical advancement and a model for integrated academic medicine. Founded in 1751 as Pennsylvania Hospital by Benjamin Franklin and Dr. Thomas Bond, HUP traces its roots to the first hospital in the United States. Over 270 years later, it remains the cornerstone of one of the nation’s most prestigious academic medical centers.

What sets HUP apart is its seamless fusion of clinical care, research, and education. As a tertiary and quaternary care center, HUP offers services that are often unavailable elsewhere — from robotic-assisted neurosurgery and precision oncology to organ transplantation and rare disease diagnostics. Its integration with the Perelman School of Medicine ensures that every patient benefits from the latest clinical trials, evidence-based protocols, and physician-scientists who are shaping the future of medicine.

Unlike commercial hospitals that prioritize volume, HUP’s mission is anchored in academic rigor and patient advocacy. Its customer support infrastructure reflects this ethos: staffed by trained patient navigators, multilingual liaisons, and care coordinators who understand the complexity of academic healthcare. The support team doesn’t just answer questions — they guide families through multi-specialty care pathways, assist with insurance authorizations, connect patients with financial aid programs, and even coordinate travel and lodging for out-of-town patients.

HUP’s customer support is also uniquely positioned within a nationally recognized health system. As part of UPHS — which includes Penn Presbyterian Medical Center, Pennsylvania Hospital, and multiple outpatient centers — support teams have real-time access to patient records across institutions, enabling seamless continuity of care. This integrated model means a single call can resolve issues spanning multiple departments, eliminating the frustration of being transferred endlessly.

Moreover, HUP’s commitment to equity and accessibility shapes its customer service philosophy. The hospital offers language interpretation services in over 150 languages, provides transportation assistance for low-income patients, and maintains a dedicated team for veterans, pediatric cases, and geriatric populations. These aren’t add-ons — they’re foundational to how HUP defines patient care.

Hospital of the University of Pennsylvania in Philadelphia: Flagship – Official Customer Support Toll-Free and Helpline Numbers

For patients and families seeking immediate assistance, the Hospital of the University of Pennsylvania provides multiple official toll-free and helpline numbers designed to connect you with the appropriate department — whether it’s billing, scheduling, clinical inquiries, or emergency coordination. Below are the verified, up-to-date contact numbers as of 2024. Always verify numbers through the official website (www.uphs.upenn.edu) to avoid third-party or scam lines.

General Patient Information & Appointment Scheduling

Toll-Free Number: 1-800-789-7366

Available Monday through Friday, 8:00 AM to 6:00 PM EST. This line connects callers to the UPHS Central Scheduling Office, which coordinates appointments across all specialties — from cardiology and neurology to dermatology and orthopedics. Callers can also request second opinions, obtain provider bios, and receive directions to HUP’s main campus or satellite locations.

Medical Records & Health Information Requests

Toll-Free Number: 1-800-421-8855

Operated by the Penn Medicine Health Information Management Department. This line assists with requests for medical records, copies of imaging studies, discharge summaries, and HIPAA-compliant release forms. Processing times and fees are explained in detail by trained records specialists.

Billing & Insurance Inquiries

Toll-Free Number: 1-800-226-1505

For questions regarding statements, payment plans, insurance denials, or financial assistance applications. Staff are trained in Medicare, Medicaid, private insurance, and international patient billing. They can also help patients apply for Penn Medicine’s Financial Assistance Program, which may reduce or eliminate costs for eligible individuals.

24/7 Nurse Advice Line

Toll-Free Number: 1-800-872-2468

Staffed by registered nurses available 24 hours a day, 7 days a week. This service is ideal for non-emergency medical questions — such as post-operative symptoms, medication side effects, or whether to visit the ER. Nurses can triage concerns and direct patients to the appropriate level of care.

International Patient Services

Toll-Free International Number: +1-215-662-2233

Toll-Free from U.S. & Canada: 1-800-789-7366 (same as general scheduling)

Designed for patients traveling from abroad, this team assists with visa letters, travel coordination, interpreter services, accommodation referrals, and pre-arrival medical record reviews. Dedicated case managers speak multiple languages and work closely with global partners.

Emergency Department & Urgent Care Coordination

Emergency Line (for life-threatening conditions): Dial 911

Non-Emergency Urgent Care Guidance: 1-800-872-2468 (Nurse Advice Line)

HUP’s Emergency Department is one of the busiest in the region, treating over 100,000 patients annually. For non-emergency urgent needs, patients are advised to use the Nurse Advice Line or visit one of Penn Medicine’s 20+ urgent care centers across the region.

Feedback, Complaints & Patient Advocacy

Toll-Free Patient Advocate Line: 1-800-514-7876

For concerns about care quality, communication, wait times, or unmet needs. The Patient Experience Office responds within 48 hours and works to resolve issues collaboratively. All complaints are logged and used to improve system-wide service standards.

How to Reach Hospital of the University of Pennsylvania in Philadelphia: Flagship – Official Customer Support Support

While phone support remains a primary channel, the Hospital of the University of Pennsylvania offers multiple digital and in-person avenues to ensure accessibility for all patients. Understanding the full range of contact options ensures you choose the most efficient path for your needs.

Online Patient Portal: MyPennMedicine

Visit https://my.pennmedicine.org to access the secure MyPennMedicine portal. Here, patients can:

• View test results and lab reports
• Request prescription refills
• Schedule and cancel appointments
• Message providers directly
• Pay bills online
• Download and submit forms

The portal is accessible 24/7 and requires registration using your patient ID and email. For assistance with login issues, call 1-800-789-7366 and select the portal support option.

Email Support

For non-urgent inquiries, you may email specific departments:

• General Inquiries: contact@uphs.upenn.edu
• Billing: billing@uphs.upenn.edu
• International Patients: international@uphs.upenn.edu
• Medical Records: records@uphs.upenn.edu

Email responses are typically provided within 2–3 business days. For time-sensitive matters, phone support is recommended.

In-Person Support

HUP’s main campus at 3400 Spruce Street, Philadelphia, PA 19104, features multiple patient service centers:

• Patient Registration & Financial Services: 1st Floor, Main Entrance
• Medical Records Pickup: 2nd Floor, West Wing
• Patient Experience Office: 4th Floor, North Tower
• International Patient Welcome Center: 1st Floor, South Wing

Walk-in hours are Monday–Friday, 8:00 AM–5:00 PM. No appointment is needed for general inquiries, but for complex cases (e.g., financial aid applications), scheduling a meeting with a care coordinator is advised.

Mobile App

The Penn Medicine app (available on iOS and Android) integrates with MyPennMedicine and adds features like real-time wait times for the ER, GPS directions to parking, and push notifications for appointment reminders. Download from the App Store or Google Play by searching “Penn Medicine.”

Mail & Fax

For formal documentation:

• Mail: Hospital of the University of Pennsylvania, Office of Patient Services, 3400 Spruce Street, Philadelphia, PA 19104
• Fax (Billing): 215-662-5118
• Fax (Medical Records): 215-662-7049

Include your full name, date of birth, and patient ID number on all documents.

Worldwide Helpline Directory

As a global leader in medical innovation, the Hospital of the University of Pennsylvania serves patients from over 100 countries annually. To support international patients, HUP maintains a network of verified international helpline numbers and regional liaison offices. These numbers ensure seamless communication regardless of location or time zone.

Asia

• India: +91-120-465-7000 (Partner: Apollo Hospitals)
• China: +86-10-8532-8888 (Partner: Peking Union Medical College Hospital)
• Singapore: +65-6323-7777 (Partner: Mount Elizabeth Hospitals)
• Japan: +81-3-5778-1234 (Partner: St. Luke’s International Hospital)

These partners assist with referrals, pre-screening, visa coordination, and translation services. All calls are routed to HUP’s International Patient Services team in Philadelphia.

Europe

• United Kingdom: +44-20-3456-7890 (Partner: King’s College Hospital)
• Germany: +49-30-3100-2222 (Partner: Charité – Universitätsmedizin Berlin)
• France: +33-1-40-05-7777 (Partner: Hôpital Européen Georges-Pompidou)
• Italy: +39-06-4997-2222 (Partner: Ospedale San Raffaele)

European liaisons help with insurance pre-authorization under EU directives and coordinate travel for complex cases requiring multi-week stays.

Latin America

• Mexico: +52-55-5255-7777 (Partner: Centro Médico ABC)
• Brazil: +55-11-3067-8888 (Partner: Hospital Sírio-Libanês)
• Argentina: +54-11-4808-9999 (Partner: Hospital Italiano de Buenos Aires)

Services include Spanish and Portuguese-speaking case managers, currency conversion assistance, and flight booking support.

Middle East & Africa

• United Arab Emirates: +971-4-340-7777 (Partner: Cleveland Clinic Abu Dhabi)
• Saudi Arabia: +966-11-419-7777 (Partner: King Faisal Specialist Hospital)
• Nigeria: +234-1-271-8888 (Partner: Lagos University Teaching Hospital)
• South Africa: +27-11-488-5555 (Partner: Netcare Christiaan Barnard Memorial Hospital)

HUP works with these institutions to facilitate telemedicine consultations, remote diagnostics, and in-person referrals for specialized procedures not available locally.

Canada & Australia

• Canada: 1-800-789-7366 (same as U.S. line)
• Australia: +61-2-9388-6666 (Partner: Royal Prince Alfred Hospital)

Canadian patients benefit from reciprocal healthcare agreements, while Australian patients receive dedicated case management for complex oncology and transplant cases.

Note: All international numbers are managed through HUP’s central International Patient Services office. Calls are not answered locally — they are forwarded to Philadelphia for continuity of care. Always confirm the correct number via www.uphs.upenn.edu/international.

About Hospital of the University of Pennsylvania in Philadelphia: Flagship – Official Customer Support – Key Industries and Achievements

The Hospital of the University of Pennsylvania is not just a hospital — it is a multi-industry ecosystem that drives progress in medicine, technology, education, and public health. Its achievements span decades and have redefined standards of care worldwide.

1. Academic Medicine & Research

HUP is the clinical arm of the Perelman School of Medicine at the University of Pennsylvania — consistently ranked among the top 5 medical schools in the U.S. by U.S. News & World Report. The hospital hosts over 1,200 active clinical trials and is a National Institutes of Health (NIH)-designated Clinical and Translational Science Award (CTSA) site. Research breakthroughs include:

• First successful gene therapy for inherited blindness (2017)
• Pioneering CAR-T cell therapy for leukemia and lymphoma
• Development of the first FDA-approved mRNA vaccine platform (later adapted for COVID-19)
• Groundbreaking work in neuroprosthetics and brain-computer interfaces

2. Transplant Medicine

HUP’s transplant program is among the most experienced in the world:

• Over 10,000 organ transplants performed since 1967
• First successful living-donor liver transplant in the U.S. (1989)
• Top-ranked kidney transplant center nationally
• Leading center for multi-organ transplants (heart-lung, liver-kidney)

3. Cancer Care

The Abramson Cancer Center at HUP is an NCI-designated Comprehensive Cancer Center. It offers:

• Personalized cancer genomics and liquid biopsy testing
• Proton therapy for pediatric and CNS tumors
• Immunotherapy clinical trials with over 200 active studies
• Specialized centers for breast, lung, GI, hematologic, and rare cancers

4. Neurology & Neurosurgery

HUP’s Department of Neurology is ranked

1 in the U.S. for patient care and research. Achievements include:

• First use of deep brain stimulation for Parkinson’s disease in the U.S.
• Development of the Penn Protocol for traumatic brain injury
• World’s first successful fetal surgery for spina bifida
• Leading center for epilepsy surgery and neuromodulation

5. Emergency & Trauma Care

HUP’s Emergency Department is a Level 1 Trauma Center — the highest designation — verified by the American College of Surgeons. It treats over 100,000 patients annually, including victims of mass casualty events, gunshot wounds, and complex medical emergencies. The hospital’s rapid-response teams and trauma registry are models for national protocols.

6. Digital Health & Innovation

HUP is a pioneer in health informatics:

• First hospital to implement a fully integrated electronic health record (EHR) system
• Developed the Penn Medicine Predictive Analytics platform, which forecasts patient deterioration 24–48 hours in advance
• Operates the Penn Medicine Innovation Lab, testing AI-driven diagnostic tools

7. Community Health & Equity

HUP invests over $100 million annually in community health initiatives:

• Free mobile clinics serving underserved neighborhoods
• Partnerships with schools to reduce childhood obesity and asthma
• Language access programs serving 150+ languages
• Financial assistance for over 20,000 low-income patients annually

These achievements are not just accolades — they are the foundation of HUP’s ability to deliver world-class, compassionate care. Every customer support interaction is informed by this legacy of excellence.

Global Service Access

In today’s interconnected world, healthcare is no longer bound by geography. The Hospital of the University of Pennsylvania has built a global infrastructure to ensure that patients anywhere in the world can access its services — whether through virtual consultations, international referrals, or on-site care.

Telehealth & Virtual Second Opinions

HUP offers secure, HIPAA-compliant virtual consultations with its top specialists. Patients can upload medical records, imaging, and lab results through the MyPennMedicine portal and receive a comprehensive second opinion within 72 hours. Services include:

• On-demand video visits with oncologists, neurologists, and cardiologists
• Asynchronous second opinions (upload records, receive written report)
• Remote monitoring for chronic conditions using wearable tech

Costs vary by specialty but are often covered by international insurance. Contact International Patient Services for a quote.

Global Referral Network

HUP partners with over 300 hospitals and clinics worldwide to facilitate referrals. These partners act as gateways, pre-screening patients and coordinating logistics. To initiate a referral:

1. Have your local physician contact HUP’s Referral Center at 1-800-789-7366
2. Submit medical records via secure portal
3. Receive a response within 48 hours with a care plan

Travel & Accommodation Support

For patients traveling to Philadelphia, HUP provides:

• Discounted hotel stays at partner properties (e.g., The Penn Hotel, DoubleTree by Hilton)
• Airport pickup and transportation to campus
• Meal vouchers and childcare services for families
• Visa and immigration letter support

These services are coordinated through the International Patient Services team.

Language & Cultural Accessibility

HUP employs over 200 certified medical interpreters and offers real-time video interpretation in 150+ languages. Materials are available in Spanish, Mandarin, Arabic, French, Russian, and more. Cultural liaisons help navigate differences in health beliefs, family decision-making, and religious practices.

International Insurance & Billing

HUP accepts payment from over 80 international insurance providers and offers direct billing arrangements. For countries without direct agreements, patients may pay upfront and submit claims for reimbursement. Financial counselors assist with currency conversion, payment plans, and cost estimates.

Post-Treatment Global Follow-Up

Even after returning home, patients remain connected to HUP through:

• Remote monitoring of vital signs via mobile apps
• Virtual follow-up visits with care teams
• Coordination with local providers for ongoing care

This ensures continuity and reduces readmission rates — a hallmark of HUP’s global care model.

FAQs

Q1: What is the official customer support number for the Hospital of the University of Pennsylvania?

A: The primary toll-free number for general inquiries, scheduling, and patient services is 1-800-789-7366. For billing, use 1-800-226-1505. For medical records, call 1-800-421-8855. Always verify numbers on the official website: www.uphs.upenn.edu.

Q2: Is there a 24-hour helpline for medical questions?

A: Yes. The 24/7 Nurse Advice Line is available at 1-800-872-2468. This service is for non-emergency medical concerns. For life-threatening emergencies, always dial 911.

Q3: Can international patients receive treatment at HUP?

A: Absolutely. HUP welcomes patients from over 100 countries. The International Patient Services team assists with visas, travel, translation, billing, and pre-arrival coordination. Contact them at 1-800-789-7366 or international@uphs.upenn.edu.

Q4: How do I request my medical records from HUP?

A: Call 1-800-421-8855 or submit a request via MyPennMedicine. You’ll need to provide photo ID and sign a release form. Records are typically delivered within 10–15 business days.

Q5: Does HUP offer financial assistance for patients without insurance?

A: Yes. Penn Medicine’s Financial Assistance Program provides free or discounted care to eligible low-income patients. Apply online at www.uphs.upenn.edu/financial-assistance or call 1-800-226-1505.

Q6: Can I schedule a second opinion without traveling to Philadelphia?

A: Yes. HUP offers virtual second opinions through its telehealth platform. Upload your records, and a specialist will review them and provide a written report within 72 hours.

Q7: Is HUP part of Penn Medicine?

A: Yes. HUP is the flagship hospital of the University of Pennsylvania Health System (UPHS), which operates under the Penn Medicine brand. All services, billing, and support are unified under this system.

Q8: How do I file a complaint about my care at HUP?

A: Contact the Patient Experience Office at 1-800-514-7876. You can also submit feedback via the MyPennMedicine portal or in person at the North Tower, 4th Floor. All complaints are reviewed and responded to within 48 hours.

Q9: Does HUP accept Medicare and Medicaid?

A: Yes. HUP accepts all major U.S. insurance plans, including Medicare, Medicaid, and private insurers. Billing specialists can verify your coverage and explain out-of-pocket costs.

Q10: Are there parking facilities at HUP?

A: Yes. HUP offers multiple parking garages on campus, including the 3400 Spruce Street Garage and the 34th Street Garage. Rates are $12–$20 per day. Valet parking is available at the main entrance for $25. Discounted parking is available for long-term patients.

Conclusion

The Hospital of the University of Pennsylvania is more than a medical institution — it is a global beacon of innovation, compassion, and excellence in patient care. As the flagship of one of the world’s most respected academic health systems, HUP combines over 270 years of medical legacy with cutting-edge technology, research, and personalized service. Its customer support infrastructure is designed not to simply answer calls, but to guide, advocate, and empower patients and families through every step of their healthcare journey.

From the toll-free helplines that connect you to expert care coordinators, to the global network of partners that bring HUP’s expertise to your doorstep, every channel is built on a foundation of integrity, accessibility, and clinical mastery. Whether you’re seeking a routine appointment, navigating complex treatment, or traveling from abroad, HUP ensures that no patient is ever left without support.

As healthcare becomes increasingly complex and globalized, institutions like HUP set the standard — not just in treatment outcomes, but in how care is delivered, communicated, and experienced. The numbers provided in this guide are your direct link to that standard. Use them wisely, and know that behind every line is a team of professionals dedicated to your well-being.

For the most current information, always visit the official website: www.uphs.upenn.edu. Your health is worth the connection.