If you are interested in becoming a patient at CNY Family Care, please read the information below.
All adult new patients are required to use our patient portal to communicate with our practice, meaning:
- The new patient must have an active email address that they check regularly.
- Our physicians and staff will use the patient portal as the primary and most efficient way to communicate about:
- Health updates and medical issues
- Lab test results
- Imaging results
- Other important health information
When you join our practice, to remain an active patient, we require that you be seen annually in the office for a routine physical. If you fail to do this, you will be discharged.
Any potential new patient to our practice who has health insurance must have an insurance plan that CNY Family Care participates with and is accepting for new patients. Before calling our office, prospective new patients must review the list below of insurances we participate with and accept for new patients.
New Patient Insurance Requirements
Important: If you have a New York State Health Exchange plan, CNY Family Care only accepts Excellus plans.
New patients can join our practice with any of the following insurance plans:
- Aetna
- Aetna commercial plans through an employer
- Aetna Medicare
- Aetna Medicare supplement plans
- Blue Cross Blue Shield (all plans)
- CIGNA (all plans)
- Excellus (all plans, including Medicaid, Child Health Plus, NYS Health Exchange essential and metal level plans, and Medicare Dual plans)
- GEHA
- Humana Medicare Supplement plans (supplemental plans only; must have Medicare as primary insurance carrier)
- Martin’s Point
- Medicare
- Original Medicare and Railroad Medicare
- Medicare Advantage plans: Aetna Medicare, BCBS Medicare, Excellus Medicare, MVP Medicare, UHC Medicare, and Univera Medicare. We do not accept UHC Dual Advantage plans or D-SNP plans.
- Medicare supplement plans: We accept Medigap and retiree Medicare supplement plans as long as Original Medicare (Parts A and B) is the primary insurance. We do not accept the Empire Plan (UnitedHealthcare), even when it is secondary or tertiary coverage.
- Meritain
- MVP
- MVP commercial plans through an employer
- MVP Medicare
- UMR (United Medical Resources)
- United Healthcare
- United Healthcare commercial plans through an employer
- United Healthcare Medicare Advantage plans (We do not accept UHC Dual Advantage plans or D-SNP plans)
- United Healthcare Medicare Chronic Special Needs plans (C-SNP)
- Univera
- Univera commercial plans through an employer
- Univera Medicare
OUT-OF-NETWORK MILITARY PLANS accepted by CNY Family Care as of 10.01.2025
IMPORTANT! – We are not in network with CHAMPVA, Tricare SELECT / STANDARD, or Tricare for Life. However, we will see patients with these plans and bill as a courtesy. Patients with these plans are subject to out-of-network rates.
- CHAMPVA (VHA Office Community Care)
- Tricare for Life (for retired military)
- Tricare SELECT / STANDARD (select or standard plan only; we do not accept Tricare PRIME)
New patients with any of the plans below will not be able to join the practice:
- Aetna Medicare Dual plans
- Aetna Medicaid or CHP plans
- Aetna Signature Administrators PPO (or any Aetna rental network plan)
- CDPHP
- Emblem Health / GHI
- Empire Plan UHC (even if it is a secondary or tertiary insurance plan)
- Fidelis AMBETTER
- Fidelis Essential plans 1,2,3,4,5 (200–250 plan)
- Fidelis Medicaid
- Fidelis Medicare Advantage plans (Wellcare by Fidelis)
- Fidelis Medicare Dual plans
- Fidelis Metal Level plans (NYS Health Exchange plans)
- First Health Network (only accepted when it’s a Medicare supplement plan)
- Humana commercial insurance plans
- Humana Medicare Advantage plans
- Medicaid
- Molina
- Multi Plan Network / PHCS Network plans (all plans)
- Innovative Partners
- MagnaCare
- Manhattan Life Group Affordable Choice
- MVP Essential Plan or metal level plans (NYS Health Exchange plans)
- MVP Medicaid or CHP plans
- MVP Medicare Dual
- Sieba, LTD
- Tricare PRIME for active military (as primary, secondary, or tertiary insurance carrier)
- Tricare PRIME REMOTE for active National Guard (as primary, secondary, or tertiary insurance carrier)
- Trinity Health Medicare Advantage plans
- United Healthcare Dual Advantage plans or D-SNP plans
- United Healthcare Medicaid / UHC Community Plan
- Wellcare
New Patient Process
Patients looking to Establish Care with CNY Family Care for the First Time
Newborn Patients: A parent/guardian must call our practice before their newborn is released from the hospital. The newborn must have an insurance plan according to the new patient insurance guidelines listed above. An appointment will be scheduled for the infant to be seen in our office 24 to 48 hours after they are discharged from the hospital. As a parent/guardian, you are required to use our patient portal on behalf of your newborn child.
Patients 18 years or older: You (not a parent/spouse/relative) must call our office to be set up as a new patient. The request to join our practice cannot come from anyone other than the adult patient (unless the patient is unable to represent themselves for physical or mental reasons).
- You will be asked to provide us with your demographic information (name, address, phone number, social security number, and insurance information). Please have your insurance card on hand as you will be asked for the claims address on the back of your card.
- Once you provide us with your information, we will give you your patient portal activation code.
- You will have 30 days to activate your patient portal, enter your complete medical history, family medical history, and social history, and submit it to our practice.
- If the submission is complete, our New Patient Representative will reach out to you by phone within 14 days to schedule your initial visit. No appointment will be given until we receive a complete and comprehensive history submission on our patient portal.
- When you submit your history, if it is incomplete, we will send you a message back on your patient portal explaining what areas still need to be completed. It is important to check your email routinely to ensure you are aware when you have a new message from CNY Family Care. NOTE: You will not have access to the history area of your portal while information is being reviewed and imported by our practice.
- If your history submission is not received within 30 days, CNY Family Care will not proceed with the new patient process. Unfortunately, you will no longer be able to join our practice.
Patients 0 to 17 years old: To request that your child or adolescent (under age 18) join our practice, you must complete our electronic request form below.
Pediatric and Adolescent New Patient Request Form
After submitting the above form, you will be contacted within 14 days by our New Patient Representative. We ask that you do not call our office to check on the status of your request during this 14-day period.
If your child is 0-12 years old: After being contacted by our New Patient Representative, you will be required to use the patient portal on your child’s behalf.
If your child is 13-17 years old, after being contacted by our New Patient Representative, there will be additional paperwork you must complete for your adolescent child. Our New Patient Representative will provide you with further instructions on how to submit this to the practice.
PATIENT REINSTATEMENT PROCESS
Previous Patients of CNY Family Care Who Wish to Re-Join the Practice
If you were a previous patient at our practice and were discharged, or if you were a previous patient at our practice and transferred care to another primary care physician, you may not re-establish care without an extenuating circumstance. If you feel you have an extenuating circumstance, you must complete and submit the electronic Reinstatement Request Form below. Please provide a detailed description of the circumstances that occurred and why you feel you should be allowed to rejoin our practice. All Reinstatement Request Forms are reviewed.
If you are an adult patient, age 18 and older, you (not a parent/spouse/relative) must submit the Reinstatement Request Form. Verbal requests in the office or over the phone, requests from someone other than you, or from a patient representative (unless a patient is unable to represent themselves for physical or mental reasons) will not be considered.
If you were discharged due to unpaid bills, non-compliance with medical advice, excessive no-shows or cancellations, or inappropriate behavior at our practice, it is unlikely that you will be reinstated. If your request to re-establish is declined, you will receive a letter in the mail to communicate this decision. If a decision is made to allow you to rejoin our practice, you must follow all steps in our new patient process found at the top of this page, including agreeing to activate and use our patient portal.
You must allow the practice 30 days to review your Reinstatement Request Form once it has been submitted. Please do not call the office inquiring about the status of your reinstatement request. Please do not submit more than one reinstatement request.
Previously Discharged or Transferred Care Reinstatement Request Form