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.

Health Education

Call 650-616-2165

Email: HealthEducationRequest@hpsm.org

Marketing and Communications

Call 650-616-1515

Email: Marketing@hpsm.org

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 Unit

Call 650-616-2088

Email: PharmacyUnit@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