MyChart Billing

MyChart Billing is an Epic MyChart feature that give patients access to their billing account information and ability to pay their bill and account balance in MyChart. Patients can also customize their messaging and reminder options in MyChart under "Communication Preferences" to receive email and text updates and reminders such as balance updates, billing letters, estimates prepared, financial assistance letters, payment confirmations, payment reminders and statements.

Known Error Messages

There was an error processing your payment method.

There was an error processing your payment method.

Payment Failed. A problem was encountered while processing your credit card.

To resolve common errors, make sure the credit card information entered is correct. An expired credit card will not be accepted.

You are getting red "x" when entering payment method fields

Patient is getting Red x when entering payment method fields

Be sure the web browser is not pre-populating information into the fields required to enter payment information. Browser may pre-populate incorrect information that the patient is overlooking, causing the payment to fail.

If information is pre-populated, you can clear the field and type in the correct information to each field.

You can't find billing information for kids under their MyChart tabs

Billing account summaries are not accessed by proxy access. The billing information will show in one of the parents' (whoever is the guarantor for the child hospital visits) own MyChart accounts, not under the child's name.

Self service

How to access

You can access the full billing feature by enrolling in MyChart
MyChart patients can also make payment as a guest.

Financial and billing information

Any questions regarding patient financial and billing information (balance, charges, coverages, payment plans, payment methods including debit/credit card information, etc.) will need to be sent to Billing Customer Service:

Phone: 866.621.6385 or 216.445.6249
Hours: 8 a.m. - 5 p.m., Monday - Friday
Patients can also schedule a Customer Service callback by going to www.clevelandclinic.org/billing and then selecting the orange "Schedule Customer Service Callback" button in the upper right corner of their computer screen.

For London Billing Customer Service:

Phone: 0203 423 8900
Hours: 9 a.m. - 5 p.m., Monday - Friday (London Time; 4A-12P EST Time)

Or there is a Contact Customer Service link within the Account Summary which opens up to sending a message

MyChart billing

MyChart Account Summary/Billing Summary is automatically available for viewing in the GUARANTOR’s MyChart portal. Select Account Summary at the top of the page, or Menu/Account Summary. In the event a parent is trying to see the billing information for a minor, the following may be applicable:

The parent has no MyChart account.
The parent is not the guarantor on the account.
1. Just because someone is responsible to ‘pay the bills’ in a household, it does not make them the guarantor on an account. The guarantor is a specific person listed in the patient’s registration and designated at the time of Cleveland Clinic scheduling/registration. Depending on the scheduling/registration, Parent “A” may be a guarantor on one visit, but parent “B” may be listed on another.
  1. In this case, the parent who cannot see the child’s respective billing information should facilitate proxy access into the designated Guarantor’s (other parent’s) account for the respective patient. If this access is accepted and enabled, then the non-guarantor parent can proxy into the guarantor’s account and view the billing information of the minor.
  2. If the parent who is not the guarantor wants to be listed as the guarantor on an account, call the Billing Customer Service Call Center at 866.621.6385.
If the parent calling has a MyChart account and is the designated guarantor on the account , but still cannot see the bill, there is likely an issue with the Guarantor Patient Record field. Call the Billing Customer Service Call Center at 866.621.6385.
If you wish to transfer guarantor responsibility to another parent or guardian, please contact the Billing Customer Service Call Center at 866.621.6385.

Account summary

Payment options include credit/debit card or bank account. There is no option to pay with PayPal, Apple Pay, or Google Pay at this time.

Pay as a guest

You may pay as guest if you do not have a MyChart account. To do so, click on Pay Bill As Guest on the MyChart homepage. The patient must have the billing account number and Guarantor last name.

Payment plan

For patients who are eligible to set up a payment plan, there will be a "Set up payment plan" button on the guarantor account tile.

Paperless billing

As of 9/1/2022, all patients will be automatically opted into paperless billing via MyChart system settings. If you would like to opt out of paperless billing and elect to continue to receive printed paper statements, you can take the following steps within MyChart:

Account Summary > Paperless Billing
Click on the 'cancel paperless billing' hyperlink near the bottom of the page.
Click on the 'Receive paper statements' button.
You will then see a confirmation screen advising you that you will begin to receive paper statements in the mail.