Contact Us
Email: info@hpsm.org
Phone: 650-616-0050 TTY: 1-800-735-2929 or dial 7-1-1
Fax: 650-616-0060
Visit Us in Person
Drop by our office to speak face-to-face with a representative. No appointment is necessary. To help us better assist you, please bring your HPSM member ID card with you.
Health Plan of San Mateo
801 Gateway Blvd., Suite 100
South San Francisco, CA 94080
We are available Monday–Friday 8:00 a.m. to 5:00 p.m.
Our office is ADA-compliant and wheelchair accessible.
Click the map for interactive directions.
HPSM Departments
CareAdvantage Unit
Toll free: 1-866-880-0606 Local: 650-616-2174
TTY: 1-800-735-2929 or dial 7-1-1
Call center hours: Monday–Sunday 8:00 a.m. to 8:00 p.m.
Email: CustomerService@hpsm.org
Claims Services
Call 650-616-2056
Monday, Tuesday, Thursday & Friday – 8:00 a.m. to 5:00 p.m. (closed 12:00 p.m. to 1:00 p.m.)
Wednesday – 8:00 a.m. to 12:00 p.m.
Email ClaimsInquiries@hpsm.org
Email confirmation sent by next business day
Grievance and Appeals Unit
Toll free: 1-888-576-7227
Local: 650-616-2850
Fax 650-829-2002
Monday–Friday 8:00 a.m. to 5:00 p.m.
Member Services
Toll free: 1-800-750-4776
Local: 650-616-2133
TTY: 1-800-735-2929 or dial 7-1-1
Monday–Friday 8:00 a.m. to 6:00 p.m.
Email: CustomerSupport@hpsm.org
Pharmacy Authorization Fax Numbers
Prescription drug prior authorization: | 650-829-2045 |
Synagis authorization: | 650-829-2045 |
Incontinence supply authorization: | 650-829-2079 |
Provider Services
Toll free: 1-833-694-7761 Local: 650-616-2106
Fax: 650-616-8046
Monday 1:00 p.m. to 5:00 p.m. Tuesday–Friday 8:00 a.m. to 5:00 p.m.
Email: psinquiries@hpsm.org
Authorization Fax Numbers
HPSM has several direct fax lines dedicated to specific form submissions:
In-patient admissions with facesheet for all lines of business (including in-patient retros and corrections): | 650-829-2060 |
In-patient admissions, clinicals only (without facesheet) | 650-829-2068 |
Out-patient retro authorizations and corrections | 650-829-2062 |
PCP referrals for Behavioral Health and Recovery Services | 650-596-8065 |
Pharmacy authorizations and modifications to formulary | 650-829-2045 |
CBAS and MSSP referrals, Care Coordination | 650-829-2047 |
When including clinicals:
- Place the facesheet before any clinical information
- Do not submit observation requests: observation status is direct billable
- Do not submit requests for services delivered in the emergency room: these are direct billable
Referral Authorization Fax Numbers
Out-patient referral: | 650-829-2079 |
Behavioral Health and Recovery Services referral: | 650-596-8065 |
CBAS and MSSP referral: | 650-829-2047 |
Care Coordination referral: | 650-829-2047 |