Financial Assistance Programs Contact Us

Financial Assistance
You may qualify for a program specific to your needs based
on the Federal Poverty Guidelines. Your income and family/
household size is reviewed by The MetroHealth System’s
Patient Financial
Financial Eligibility Team. This review determines what amount of
reduction you may receive to your charges. Sign up today: metrohealth.org/mychart
Communication
We appreciate your confidence in
HealthCare Exchanges
The HealthCare Exchanges are organizations set up to provide ❚ Make a payment by credit card or e-check choosing The MetroHealth System
standardized health plans for individuals to purchase. You may be ❚ Set up an automatic payment plan for your health care needs.
eligible to receive federal subsidies to assist with the premiums.
❚ View your account summary
Medicaid Renewal ❚ View your billing statements
The federal government requires all states to verify income ❚ Update insurance coverage
each year to confirm recipients are still eligible for Medicaid
coverage. Several weeks before your coverage is terminated, you ❚ Update your address and phone number
will receive a renewal packet by mail. You may also receive an ❚ Communicate with your Customer Service team
electronic notice if you completed your application online through
www.benefits.ohio.gov. We are here to help you through this ❚ Schedule financial assistance appointment
process to ensure your coverage continues seamlessly. You may
call us Monday - Friday, 8 a.m. - 5 p.m. at 216-957-2325.
Visit our website for a listing of all our locations.
Financial Eligibility Team metrohealth.org/locations
We are here to help you. Whether you are interested in applying Interpreter services available for assistance at all
for health care insurance through the HealthCare Exchanges, the numbers listed below.
applying for Medicaid or would like to inquire about our various
Financial Assistance Programs, you may call us Monday - Friday, For medical appointments, call:
8 a.m. - 5 p.m. at 216-957-2325. You may also schedule an 1-800-554-5251
appointment with us on MyChart or www.metrohealth.org/ For financial assistance, call:
financial-services. 1-216-957-2325
1-855-752-3800
Emergency Services
Emergency Services will never be delayed or withheld based on For customer service, call:
your income or financial status. 1-216-957-3250
1-877-509-0597
Metro ExpressCare
Express Care is an office visit in which you do not need to schedule
an appointment. Your insurance does not consider Express Care as
an Urgent Care facility; therefore, you are charged an office visit
copay.

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What You Should Know
Before your visit
Estimate of costs
Knowing and understanding your health care coverage and expenses
can be complicated. MetroHealth is here to help with the My Cost
Estimator tool, which is designed to estimate your out-of-pocket
expenses on future scheduled services.
• Based on the information you provide; an estimate will
generate that will reflect your out-of-pocket cost.
• To finalize your estimate before your service, it is
important that you contact our office at the number below.
• We at MetroHealth hope that you find this a useful tool and we
encourage you to use the estimator on future scheduled services.
For any additional questions or assistance in navigating insurance
plans, coordinating financial programs, or for those with no insurance,
we have a skilled team of Financial Clearance Specialists available at
216-957-2325 Monday through Friday from 8 a.m. to 5 p.m.
During your visit
• Bring all your health insurance information to each visit,
including your insurance card.
• Bring an identification card, such as driver’s license or state
identification card
• Be prepared to pay your copay.
• Medicare Patients: Medicare requires that we complete
the Medicare Secondary Payer Questionnaire (MSPQ) at
every appointment.
After your visit
After you have received your services, The MetroHealth System may
send you a statement for any balance that you owe.
Copay: This is the amount patients are responsible for at the time
they visit a provider.
Deductible: The amount that an insured is required to pay out-of-
pocket before the insurance company covers any of the expenses.
Coinsurance: A policy provision in which the insured individual
shares in the cost of certain expenses.
Payments
How can I make a payment?
MyChart
Making a payment is just one of the many benefits available through
MyChart. You can pay by credit card or by e-check. Use the Pay As Guest
option without signing in or take advantage of the full benefits of MyChart
and sign up at metrohealth.org/mychart
Pay Online at: Visit metrohealth.org/financial-services
Mail: The MetroHealth System
P.O. Box 931703
Cleveland, Ohio 44193
In Person
To speak with a representative in person about your statement, or to make
a payment, visit our Financial Clearance Center Monday – Friday 7:30 a.m.
– 4 p.m. We are in the MetroHealth Outpatient Plaza, Room 1100, 2500
MetroHealth Drive, Cleveland, Ohio 44109
For your information
Mail Order Pharmacy Services
If you use a maintenance medication, we have even more ways
to serve you. With our home delivery pharmacy services, your
medications may cost less and they will be shipped free right to your
home.
• Simply have your provider send 90-day prescriptions to the
MetroHealth Valley View Specialty/Mail Order facility when
e-prescribing. Call 216-957-MEDS (6337) to initiate your
order.
• If you are switching existing prescriptions to our
MetroHealth Mail Order service, call 216-957-MEDS (6337)
to request startup on the service. Our staff will handle any
additional prescription requests if needed, from your
provider or outside pharmacy.
• You may also fill out the mail order form, found online at
metrohealth.org/pharmacy, and send it with any hard-copy
prescriptions to:
The MetroHealth System Pharmacy
Home Delivery Service
9885 Rockside Road, Suite 157
Valley View, OH 44125
Frequently Asked Questions
Provider Based Billing/Hospital Outpatient Department [HOPD]
Most of MetroHealth’s locations are Hospital Outpatient
Departments (HOPD). Patients who receive care at MetroHealth
outpatient locations may receive a facility charge and/or a provider or
physician charge.
Why is there a facility charge when I receive care at an
outpatient clinic?
Most of MetroHealth’s locations are Hospital Outpatient Departments
(HOPD). Insurance companies, including Medicare and Medicaid,
agree that the outpatient services are being done in a hospital setting.
An outpatient hospital clinic offers you the convenience and access
to many specialties and procedures and other services such as lab,
x-ray, MRI, etc., that you may not receive in an individual doctor’s
office. In addition, outpatient hospital clinics provide providers with
the capability to perform more complex procedures. The facility
charge reflects the cost of being in and using these services and level
of care. Insurances require us to send two claims to them, one for the
provider and one for the hospital. Your benefits control how both the
hospital and your provider are reimbursed. Your patient statement
from MetroHealth, could include “hospital outpatient services” as
well as “provider services” based on how your insurance processes
your claims. Depending on when your insurance processes your
claims, both services may or may not be included in the same billing
statement.
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.
It is important that you review your insurance benefits or contact your
insurance company to understand what your out-of-pocket expenses will
be for your health care. For more information about MetroHealth billing
or if financial coordination assistance is needed, please contact the
Customer Service Call Center at 216-957-3250 or toll free
877-509-0597 or please visit www.metrohealth.org/financial-services/faq.
When will I have to pay for services?
Your copay can be paid before your appointment through your
online MyChart account or at the time of services when you
check in for your appointment. After services are rendered,
if there is any patient responsibility, you will receive a billing
statement.