Common Questions
Who should I call with billing questions or concerns?
Please contact customer service at 216.445.6249 or 866.621.6385.
Who can help me understand my billing statement?
Patient Financial Services offers educational forums to help you understand your billing statement and explanation of benefits. To reserve your spot, call 216.636.1121.
When can I meet and speak with someone about my bill?
You can visit our customer service team in person at the A Building – Crile Building on our Main Campus. Walk-ins are welcome, and no appointment is needed. The desk is open Monday through Friday, 8 a.m. to 4:30 p.m. and closes for lunch from 12:30 p.m. to 1:30 p.m.
Who do I call if my personal/contact information has changed?
Please contact customer service at 216.445.6249 or 1.866.621.6385.
I’m an international patient interested in receiving care at Cleveland Clinic. How can I schedule an appointment to discuss billing and financial options?
If you’re an international patient, please contact Global Patient Services at 216.444.6404 (international code 001). They’re here to help you with pre-payment plans and insurance verification, and they can arrange for interpreters at your appointment.
Financial Assistance Questions
How do I apply for Cleveland Clinic’s financial assistance?
You can get help, apply for financial assistance or schedule a callback with a patient financial advocate by visiting Cleveland Clinic’s financial assistance page. For additional support, please call customer service at 866.621.6385.
What do I need to qualify for financial assistance?
You must be a self-pay legal resident of Ohio with an income at or below 400% of the Federal Income Poverty Guidelines. We also strongly encourage you to participate in the Medicaid eligibility process.
If I have insurance, can financial assistance still help with my deductible and out-of-pocket expenses?
If you have insurance, financial assistance can’t be applied to your deductible or out-of-pocket expenses after insurance has paid.
How will I know if my financial assistance application was processed and approved?
If your financial assistance application is approved, you’ll receive a letter in the mail stating the level of coverage that will be provided. You can also check the status of your financial assistance application by calling customer service at 866.621.6385 and following the automated prompts.
Why should I apply for Medicaid when I can receive free care through financial assistance?
Medicaid is a federal health insurance program accepted by most healthcare facilities. It includes prescription coverage. Financial assistance only applies to services at Cleveland Clinic and doesn’t cover prescription costs.
Do you offer discounts for self-pay patients?
If you pay your balance in full before receiving services, you’ll receive a 35% discount.
I keep getting calls from Centauri. Are they part of Cleveland Clinic?
Centauri is a vendor utilized by Cleveland Clinic to help patients obtain Medicaid if they’re eligible. Compliance with this vendor is important for qualifying for financial assistance if Medicaid isn’t approved.
I’m self-pay. How do I make an appointment at Cleveland Clinic without insurance?
When you call Cleveland Clinic to make an appointment in a specific department, the patient service representative will connect you with a patient financial advocate. The advocate will explain our self-pay policy and guide you through the steps.
How can I find out about other financial programs?
Depending on your individual situation, you may want to consider a variety of financial resources. A social worker can help you identify organizations, government agencies and other programs that might offer assistance. To speak with a social worker, call 216.444.6554.
The Breast Cancer Fund of Ohio (BCFO) is here to support you if you’re experiencing financial hardship while receiving breast cancer care.
I’m traveling to Cleveland Clinic from out of town, and my insurance doesn’t cover travel or accommodations. Are there free or discounted places to stay?
Find information about discounted lodging, parking and transportation.
Insurance Coverage Questions
My insurance requires a prior authorization/pre-certification for services. How do I obtain an authorization/certification?
If your insurance company isn’t contracted with Cleveland Clinic or doesn’t approve your care, you may need to obtain authorization yourself to receive full or partial coverage for services.
What steps should I take if my insurance carrier changes?
You can contact customer service at 216.445.6249 or 1.866.621.6385.
How can I find out if Cleveland Clinic accepts my insurance?
We recommend that you contact your insurance carrier to make sure Cleveland Clinic is in your network.
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.
I have out of network insurance. Can I still be seen at Cleveland Clinic?
If your insurance is out of network, you can come to Cleveland Clinic, and our patient financial advocates can assist you.
Unique Billing Statement Questions
Why are my chemotherapy and/or radiation treatments billed for the entire month instead of just the day I received care?
Since chemotherapy and radiation treatments happen often, we’ve usually billed them by the month. But we’re working on changing that so your statement will show the exact dates you receive those services.
Why is a there a “hospital charge” on my statement for an office visit?
The “hospital charge” is a facility fee used to cover the costs of providing non-physician staff, equipment and supplies.
Why was my bill sent to a collection agency?
Cleveland Clinic employs third party collection agencies to help resolve unpaid guarantor balances. You’ll receive four monthly billing statements for a specific date of service that is your responsibility. If your balance isn’t paid after receiving the fourth and final statement, it will be sent to collections.
Please note: If your situation is not being managed or resolved in a timely manner, please call Taussig’s Reimbursement Manager at 216.444.1774.
