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Frequently Asked Questions

For additional assistance, visit our Glossary. 

Contact Us

Bills, Payments, and Statements

Payment Plans and Financial Assistance

Insurance

Account Management and Problems

Other



Contact Us

Who can I contact with questions about my bill?
The Customer Service Representatives at Patient Financial Services are available to help you with your billing and payment questions. You can contact Customer Service via e-mail, by phone, in person, or by sending mail.

To contact Financial Counseling, click here.  

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Bills, Payments, and Statements

How do I pay my bill?
You have multiple options to pay your bill:

When will I get my statement?
MetroHealth bills insurance companies or any responsible third parties before sending a final bill to the patient. Once payments have been received from these parties, the balance due on this statement is your portion of the bill and your responsibility to pay.

How can I receive a copy of my itemized charges?
At the patient or guarantor's request, an itemized statement may be provided. Please contact Customer Service to request an itemized bill. You may reach Customer Service at 216-957-3250 or toll-free 877-509-0597 Monday-Thursday from 8 a.m. to 5 p.m. or Friday 8 a.m. to 4:30 p.m.

Why did I receive more than one bill from MetroHealth?
You may be billed by MetroHealth for both physician services as well as hospital services. Hospital services cover ancillary (non-physician) services such as X-rays, lab work, medication, supplies, etc.

Good News! MetroHealth has combined physician services and hospital services to one statement for any services incurred after February 1, 2014. You may have more than one account for your bills depending on their specialty. For example, your medical health services are billed on a different account than your dental services. View a sample of the new statement with physician and hospital services combined.

For Hospital services incurred prior to February 1, 2014 you will still receive a separate hospital account number for each date of service.

Why did I receive a statement if I have insurance coverage?
You receive a statement if there is a patient balance due, after your insurance processes our claim. The amount you were billed is based on what your insurance communicates to us on an Explanation of Benefits (EOB). Your insurance also mails you an EOB and this document details how your insurance determined financial responsibility.

Contact your insurance directly if you feel your responsibility is inaccurate. The phone number is likely to be on your insurance card or EOB.

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Payment Plans and Financial Assistance

What if I cannot pay my bill in full?
We offer many payment options, including payment plans. Please contact us if you are unable to make payment in full. Making less than a full payment without making prior arrangements may result in the referral of your account to a collection agency.

What type of financial assistance do you offer?
The MetroHealth System (MHS) provides outstanding, life-long care for all members of our community. There are programs that may help you pay for your health care costs. Whether you would like to apply for healthcare insurance through the HealthCare Exchange, apply for Medicaid or need Financial Assistance, The MetroHealth System is here to help you. MetroHealth and the government both sponsor programs to assist you in receiving care, even if you may not be able to afford it.

To learn more about how our Financial Eligibility Team may help you with insurance enrollment or the Financial Assistance Programs please call 216-957-2325, Monday-Thursday from 8 a.m. to 5 p.m. or Friday 8 a.m. to 4:30 p.m.

Who do I contact with questions regarding Medicare coverage?
Please visit Medicare's web site or call 1-800-MEDICARE.

How do I request a Financial Assistance Application?
Patients may contact our Eligibility Call Center at 216-957-2325 for a Financial Assistance Application.

How much will the service I am going to have cost?
To better inform our patients, The MetroHealth System provides a price list containing our charges for room and board, emergency department, operating room, delivery room, physical therapy, and other procedures.

The hospital's charges are the same for all patients, but a patient's responsibility may vary, depending on payment plans negotiated with individual health insurers. Uninsured or underinsured patients should consult with our admitting and billing staff to determine whether they qualify for discounts.  View the current list of hospital charges.

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Insurance

Why am I asked for my insurance information each time I come in for a visit?
By supplying your insurance information at each visit, our Patient Service Representative is verifying our records to ensure the accuracy of insurance billing.

How do I submit changes to my address and insurance information?
Complete the form on the back of your monthly statement and mail it to the address shown. Or, you may contact Customer Service.

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Account Management or Problems

What happens if I overpaid my account?
If there is no outstanding patient liability on your account, we will issue you a refund if you have overpaid.

What is my current balance?
Contact Customer Service staff to check your current balance, ask a question, or request assistance related to billing/payments.

Who do I contact if I believe I have been a victim of fraud or identify theft regarding a hospital or physician bill?
Please contact Customer Service at 216-957-3250 or toll-free 877-509-0597.

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Other

Who do I contact to make or reschedule an appointment?
Contact MetroHealth at 216-778-7800 and choose option 2.

Who do I contact to inquire about test results?
Contact MetroHealth at 216-778-7800 and choose option 2.

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© Copyright 2002 - The MetroHealth System|2500 MetroHealth Drive|Cleveland, OH 44109|(216) 778-7800|All Rights Reserved.
  • © Copyright 2002 - The MetroHealth System
  • 2500 MetroHealth Drive|Cleveland, OH 44109|(216) 778-7800
  • All Rights Reserved.