Frequently Asked Questions

Frequently Asked Questions

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

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 a Patient Financial Advocate 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 aPatient Financial Advocate. At this time, the Patient Financial Advocate 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

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 Patient Financial Advocates can assist you.
Unique Billing Statement Questions

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.