PROVIDER SUCCESS STORY
$16.5M Collected and Counting: How MetroHealth Tripled Collections After Day 90
When Patients Can’t Pay, Providers Pay the Price.
MetroHealth, a non-profit safety net health system serving the greater Cleveland, OH area, faced a growing challenge: balancing financial sustainability with its mission to provide care for all, especially patients on Medicaid, Medicare, or without insurance. With over two-thirds of its 300,000+ annual patients in this category, MetroHealth experienced below-average patient financial engagement and struggled with mounting bad debt totaling more than $41 million.
Internally managed payment plans strained administrative bandwidth and delivered inconsistent results. Collections lagged. Patients lacked long-term, affordable options to resolve their balances. It was clear MetroHealth needed a more scalable, patient-friendly solution that wouldn’t overwhelm operational teams or disrupt their current workflows.
Provider Snapshot: MetroHealth
Type: Non-profit, safety net health system
Location: Cleveland, OH
Beds: 592
Annual Patient Volume: 300,000+
Net Patient Revenue: $1.27B
EHR: Epic
The CarePayment Plan for MetroHealth
When MetroHealth needed a financing solution that worked for both patients and staff, CarePayment delivered. The model deployed for MetroHealth drove strong patient adoption, reduced administrative workload, eliminated manual tracking, and integrated cleanly into existing systems.
Placement
Patient accounts are automatically assigned to CarePayment after 90 days if the balance requires a payment plan beyond six months.
Technology
Deep Epic Hyperspace integration and ongoing MyChart integration efforts ensure the solution fits into MetroHealth’s existing workflows without disruption.
Experience
Patients receive clear onboarding, welcome kits and repayment options ranging from 24 to 72 months, depending on their balance and hardship qualifications.
“We needed a partner that could support our mission without adding burden to our teams. CarePayment gave us that and more. Our patients have more options, and our collections have improved without needing more internal resources.”
— Nikki Davis, Vice President, Revenue Cycle, MetroHealth
Engagement in Action: Proof Behind Patient-Centered Financing
You’ve Seen the Results.
Now Make Them Yours.
Let’s talk about how CarePayment can help your organization boost collections, reduce administrative overhead, and better support the community you serve.
