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Frequently Asked Questions

For additional assistance, visit our Glossary.

Contact Us

Bills, Payments, and Statements

About Provider-Based Billing and Facility Fees

Payment Plans and Financial Assistance


Account Management and Problems

Bariatric Surgery


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.

  • Call Customer Service at 216-957-3250 or toll-free 877-509-0597 Monday through Thursday from 8 a.m. to 8 p.m. or Friday 8 a.m. to 5 p.m.
  • Email [email protected].
  • Walk in - visit our Financial Clearance Center Monday through Friday, 7:30 a.m. to 4 p.m.

    We are located at:
              MetroHealth Medical Center
              Outpatient Plaza, Room 1100
              2500 Metrohealth Dr.
              Cleveland, Ohio 44109
              [View Map & Directions (PDF)]

  • Send Mail
    If you would like to submit your questions in writing or request our assistance, address all correspondence, including payments, to:

              The MetroHealth System
              P.O. Box 931703
              Cleveland, Ohio 44193

    When sending payments, please include the bottom portion of your statement along with a check, money order, or MasterCard, Visa, or Discover Card information.

Bills, Payments, and Statements

How do I pay my bill?

  • Login to MyChart to view statement and pay bill
  • No MyChart account? Use the Online Bill Pay as Guest option on the MyChart login page
  • Call, pay in person, or mail your payment.

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 8 p.m. or Friday 8 a.m. to 5 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.

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.

About Provider-Based Billing and Facility Fees

Why is there a facility charge when I receive care at an outpatient clinic?
An outpatient clinic offers you the convenience and access to many services such as lab, x-ray, MRI, etc., that you may not receive in an individual doctor’s office. In addition, outpatient clinics provide physicians with the capability to perform more complex procedures. The facility charge reflects the cost of access to and use of these services and level of care.

Will the facility fee increase out-of-pocket expenses, like copays, deductibles and coinsurance?
The amount you pay for treatment at an outpatient clinic depends on the services you receive. It also depends on your insurance coverage. We advise you to check with your insurance company for more information. You can also speak with a MetroHealth patient financial representative at 877-509-0597.

Will the facility fee be on my bill?
Yes. You can find the facility fee on your statement. This fee may be listed as a "Outpatient Clinic Visit" or "Treatment Room Visit".

What other fees should I be aware of?
Your physician's fee or fee of another medical professional who provided services to you will appear as a separate line item on your bill. This fee may be listed as "Provider" charge.

When will I have to pay for services?
You will be advised what is required in payment prior to your visit in MyChart, or if you request an estimate. Your co-pay can be paid before your appointment through your MyChart account or at time of service when you check in for your appointment.

What are MetroHealth’s Provider-Based or Hospital Outpatient locations?
Most MetroHealth locations utilize provider-based or hospital outpatient billing. MetroHealth locations that do not have provider-based or hospital outpatient billing:

  • Broadview Heights Sports Medicine and Physical Therapy
  • Lakewood Recovery Resources
  • Medina Health Center
  • Midtown Recovery Resources
  • Old Brooklyn Recovery Resources
  • State Road Family Practice
  • Westlake Physical Therapy at the West Shore Family YMCA

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 - Friday 8 a.m. to 5 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.


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.

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 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.

Bariatric Surgery

What will Bariatric Surgery cost me whether I have insurance or not?
We can help you navigate your financial responsibility with this program.  To learn more, read our Bariatric Surgery Program Financial Review for detailed information.


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