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Financial Services

Summary of Financial Assistance

Ohio Hospital Care Assurance Program (HCAP)

As a participant in the HCAP Program, we offer emergency and other medically necessary services in our hospitals free of charge if you are a resident of Ohio and either (1) you are currently an eligible recipient of the General Assistance or the Disability Assistance Programs or (2) your income is at or below 100% of the Federal Poverty Guidelines (the FPG).

The following is a summary of financial assistance available at all Cleveland Clinic facilities including its hospitals and family health centers. This summary is not applicable to Cleveland Clinic Rehabilitation Hospital and Akron General facilities which have their own financial assistance policies.

Financial Assistance Offered

If you do not have insurance, we provide financial assistance for emergency and other medically necessary care as a discount from our normal charges if your family income does not exceed four times the FPG and you are a resident of the state in which you are seeking care (Ohio, Florida or Nevada). If you are a Florida resident, you must reside in Broward County and be seeking emergency care services inside the hospital. All applicants will be screened for Medicaid coverage and must cooperate with the Medicaid representatives to be considered for financial assistance. If you are eligible for financial assistance under our Policy, you will receive free or discounted assistance according to the following income criteria:

  • If you annual family income is up to 250% of the FPG, you will receive free care.
  • If you annual family income is between 251% and 400% of the FPG, you will receive care discounted to the amount we generally bill insured patients for such services.

Even if you have insurance, as long as you meet our income criteria, you will be eligible for financial assistance if: your insurance does not provide coverage for the medically necessary services you are seeking or you have exhausted your lifetime maximum insurance benefits.

If you are an organ donor, you will be considered under the organ recipient's Application for Financial Assistance.

Additional Ways to Qualify

If you do not meet the income criteria above, regardless of your insurance status or state of residence, you will be considered on a case-by-case basis for financial assistance under the following circumstances:

  • Catastrophic Balance. If you have a balance due to Cleveland Clinic of greater than 15% of your annual family income, you will be considered for financial assistance.
  • Exceptional Circumstances. If you have an extreme personal or financial hardship, you may contact us to be considered for financial assistance.
  • Special Medical Circumstances. If you are seeking treatment that can only be provided by CCHS medical staff or you would benefit from continued medical services from CCHS for continuity of care, you will be considered on a case-by-case basis for financial assistance for that specific treatment. If you are seeking treatment in Florida, you must be an existing patient of CC Florida physician.

Maternity Care

If you are pregnant and your insurance does not provide maternity benefits, you will be eligible for financial assistance under our Policy, as long as you meet our income criteria, are an Ohio resident and agree to work with us to determine if you are eligible for maternity benefits under a governmental program.

Charges Will Not Exceed Amounts Generally Billed

If you receive financial assistance under our Policy, you will not be charged more for emergency or other medically necessary care than the amount we generally bill patients having commercial insurance or Medicare coverage.

How to Obtain Copies of Our Policy and Application

You may obtain a copy of our Policy and Financial Assistance application form: (1) on the Cleveland Clinic's website at, and (2) in our admission areas, in our emergency departments, or in any of our financial counselor's offices. If you call Patients First Support Services at 866.621.6385 or ask a financial counselor, we will mail you a copy of our Financial Assistance Policy, plain language summary and application form free of charge.

How to Apply and Obtain Assistance

You may apply at any point in the scheduling or billing process by completing and submitting an application and providing income information. Any Financial Assistance Application whether completed in person, online, delivered or mailed in, will be forwarded to the Patients First Support Services team for evaluation and processing. If you think you may have catastrophic, exceptional or special medical circumstances, a financial counselor or Patients First Support Services representative can initiate an application for you.

If you need any help if applying, please contact our financial counselors located at our facilities or call Patients First Support Services at 866.621.6385.

2016 Federal Poverty Income Guidelines

Family Size Up to *(HCAP 2016 Federal Poverty Income Level CC Financial Assistance Program (Family income up to 400% of Federal Poverty Level)
1 $11,880 $47,520
2 $16,020 $64,080
3 $20,160 $80,640
4 $24,300 $97,200
5 $28,440 $113,760
6 $32,580 $130,320
7 $36,730 $146,920
8 $40,890 $163,560

*For each additional family member add $4,160


Patients First Support Services

Toll-free: 866.621.6385

Social Work

Social Workers can address informational needs relating to, and beyond, financial assistance.

Visit: Social Work

Frequently Asked Questions (FAQs)

Contact Information

  1. Who should I call regarding my billing questions or concerns?
    Please contact customer service at the following numbers: 216.445.6249 or 866.621.6385
  2. Who can help me understand my Cleveland Clinic Billing Statement?
    Patient Financial Services offers educational forums to help patients understand their Cleveland Clinic Statements and explanation of benefits. Please reserve a spot by calling 216.636.1121. Schedule of Free Patient Education Sessions.
  3. When would be a good time to sit down and speak to someone regarding my bill?
    The Crile or "A building" has a place for patients to talk to our customer service department and they are available for walk-ins. This desk is open from 8 a.m. - 4:30 p.m., Monday through Friday. It closes for lunch from 12:30 p.m. - 1:30 p.m.
  4. My personal/contact information has changed, who do I call?
    You can contact customer service at 216.445.6249 or 1.866.621.6385.
  5. I am in international patient that would like to come to Cleveland Clinic for services. How do I set up an appointment to discuss my billing/financial concerns?
    International patients should contact Global Patient Services at 216.444.6404 (international code 001). They assist with pre-payment arrangements, insurance verification, and setting up interpreters to assist at the patient's scheduled appointment.

Financial Assistance Questions

  1. How do I apply for financial assistance?
    Patients can obtain information and applications by calling the Credit and Collections department at 866.737.4358 or by clicking here.
  2. What are the requirements to be eligible for financial assistance?
    You must be a legal resident of Ohio; your income must be at or below 400% of Federal Income Poverty Guidelines and you must comply with Medicaid Eligibility Process.
  3. Can financial assistance be used towards my deductible and out of pocket expenses with my insurance?
    As of March 1, 2011, patients with insurance cannot use financial assistance towards deductibles or out of pocket expenses after insurance pays.
  4. How do I know if my financial assistance application was processed and approved?
    A letter will be mailed to patients who were approved for financial assistance. The letter will state the level of coverage that will be provided. Coverage is available at 100%, 75%, 50% and 35%.
  5. I do not qualify for financial assistance at Cleveland Clinic and I do not have insurance. I cannot afford the deposit as a self pay patient. Are there any other financial programs I can apply for?
    Yes, the loan program through U.S. Bank. Loans can be extended for up to $25,000 and are between the patient and the bank. Applications can be obtained through the financial counselors or by contacting credit & collections at 866.737.4358.
  6. Why should I apply for Medicaid when I can receive free care through financial assistance?
    Medicaid is federal health insurance. Most facilities accept Medicaid. Financial assistance only covers you at Cleveland Clinic. Medicaid also provides prescription coverage. Financial assistance does not cover the cost of prescriptions.
  7. I am a self pay patient. Are there any discounts available?
    A 35% discount will be extended to patients who can pay their balance in full prior to receiving services.
  8. I keep receiving calls from HumanArc and/or Firstsource. Are they part of Cleveland Clinic?
    HumanArc and Firstsource are two vendors utilized by Cleveland Clinic to help patients obtain Medicaid if they are eligible. Compliance with these vendors is important for qualifying for financial assistance if Medicaid is not approved.
  9. I am self pay. How do I make an appointment at Cleveland Clinic without insurance?
    When a patient calls Cleveland Clinic to make an appointment in a specific department, the Patient Service Representative at the front desk will direct you to a Financial Counselor. At this time, the financial counselor will go over the self pay policy for Cleveland Clinic.
  10. How can I find out about other Financial Programs?
    Based on your individual situation, you may want to consider a variety of financial resources. A social worker is available to help you identify organizations, government agencies and other resources that might offer assistance. For social work assistance, call 216.444.6554.
  11. I am a patient coming to Cleveland Clinic from out of town. My insurance does not offer travel and lodging benefits. Is there somewhere we can stay for free or at a discounted rate?
    Click here for information about discounted lodging, parking and transportation.

Insurance Coverage Questions

  1. My Insurance requires a prior authorization / pre-certification for services. How do I obtain an authorization / certification?
    If your insurance company is not contracted with Cleveland Clinic or does not approve care, you may be responsible for obtaining authorization or for full or partial payment if you decide to still receive services.
  2. What steps do I need to take if my insurance carrier changes?
    You can contact customer service at 216.445.6249 or 1.866.621.6385
  3. How can I find out if my insurance is accepted by Cleveland Clinic?
    We recommend patients contact their insurance carrier to ensure Cleveland Clinic is in their network.
  4. I have a separate Cancer Insurance Policy. Who do I call to receive an itemized statement?
    You can contact Customer Service at 216.445.6249 or 1.866.621.6385
  5. I have an out of network insurance. Can I still be seen at Cleveland Clinic?
    Patients with out of network insurance can come to Cleveland Clinic and our financial counselors can assist you.

Unique Billing Statement Questions

  1. Why are my chemotherapy and/or radiation billed from the 1st day of the month to the last day instead of the day I had my treatment?
    Due to the frequency of visits, Cleveland Clinic historically required chemotherapy and radiation services to be billed on a monthly basis. Cleveland Clinic is looking into changing the statement to reflect actual service dates.
  2. I see a "hospital charge" on my statement for an outpatient office visit. Why did I get charged this additional fee?
    The "hospital charge" is a facility fee used to cover the costs of providing non-physician staff, equipment and supplies.
  3. Why was my bill sent to a collection agency?
    Cleveland Clinic employs third party collections agencies to help resolve unpaid guarantor balances. A patient will receive four monthly billing statements for a specific date of service that is deemed patient responsibility. If the patient does not pay after receiving the fourth and final statement, the unpaid balance will be put into collections.

If your situation is not being managed or resolved in a timely manner, please call Taussig's Reimbursement Manager at 216.444.1774.

Cancer Answers & Appointments

Speak with a cancer nurse specialist for appointment assistance and for answers to your questions about cancer locally at 216.444.7923 or toll-free 1.866.223.8100.

Monday through Friday from 8 a.m. – 4:30 p.m. (ET).


Resources for medical professionals

  • Outpatient appointment referrals: 216.444.7923 or 866.223.8100
  • Inpatient hospital transfers: 800.553.5056
  • Referring Physician Concierge: 216.444.6196 or 216.312.4910.

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