Billing FAQ
We provide answers to the most frequently asked questions about the billing and payment process.Questions about your bill or how to pay? We provide answers to the most frequently asked questions about El Camino Hospital’s billing process.
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- How does my insurance company receive the claims for healthcare services?
- What does my insurance cover?
- What if I don't have insurance?
- When do I make the copayment or deductible payment?
Payments
Billing Statements
Discounts, self-pay and financial aid
- Does El Camino Hospital offer a discount if I self-pay for services?
- Is financial assistance available?
- If I'm unable to make the full payment, can I set up a payment plan?
- What if I don't pay my bill?
Additional Assistance
How does my insurance company receive the claims for healthcare services?
At the time of your pre-registration or admission, we'll verify your insurance coverage and benefits as well as obtain authorizations, if required. Depending on the nature of your visit and your insurance coverage, you may be asked to pay a deposit, copayment or deductible at the time of service.
For your convenience, we bill medical claims to your health insurance provider. To ensure proper and prompt processing of your claim, make sure you verify your insurance information when you register. We bill your insurance company approximately 10 days after your discharge from the hospital.
If you've provided us with secondary insurance information, we'll submit a bill to the secondary insurer for any balance owed after your primary insurance has paid. We don't expect payment from you until your primary and secondary insurers have processed your charges, except when there's a deductible or copayment.
What does my insurance cover?
If you have questions about what's covered under your healthcare policy, please talk to your insurance provider. Although we do our best to assist you with coverage questions, it's your responsibility to know what your plan covers.
What if I don't have insurance?
If you don't have insurance, call 650-988-8275 to talk to one of our financial counselors and learn more about payment options, including financial assistance.
When do I make the copayment or deductible payment?
Copayments, which are fixed dollar amounts determined by your insurance company, are due at the time of service. If you're unsure of your copay responsibility, please contact your insurance provider for coverage and copayment details.
Before you're admitted to El Camino Hospital, our financial counselors will obtain your deductible information when they check your eligibility.
How do I make a payment?
You can pay your bill online, by mail or by phone.
What forms of payment are accepted?
We accept credit cards — American Express, Discover, MasterCard and Visa — debit cards, personal checks and money orders.
Will I receive a bill?
If a balance remains after your claim has been processed by your insurance, you'll receive a billing statement. You will also receive a billing statement from us if your insurance doesn't pay your claim.
When is my bill due?
Balances are due upon receipt of your billing statement. If you can't pay the balance in a timely manner, we encourage you to contact our financial services department immediately to discuss payment options. Our financial representatives can help find a plan to fit your budget.
Do your bills cover all services?
El Camino Hospital bills for hospital services only. Ancillary professional services are billed separately and may be for services provided by:
- Your personal doctor, the doctor who performed the surgery or other doctors providing you with special services.
- Independent practitioners, such as emergency department doctors, anesthesiologists, CRNs, pathologists or radiologists.
- An independent laboratory and radiology service organizations.
- Psychiatrists, if you participate in one of our mental health programs.
For questions about ancillary services billing, contact the service provider:
- Silicon Valley Radiology: 317-705-5050
- California Emergency Physicians: 800-498-5346
- El Camino Pathology Medical Group: 800-536-1197
- Fidere Anesthesiology: 650-903-9500
Does El Camino Hospital offer a discount if I self-pay for services?
If you choose to pay out of pocket, El Camino Hospital offers a 75 percent discount on eligible services — whether you're uninsured, your insurance doesn't cover the services, or you choose not to go through your insurance provider.
Is financial assistance available?
We offer financial assistance to people who are uninsured or underinsured, or who are experiencing financial hardship. A financial counselor can help determine eligibility for government and community programs that may help cover medical expenses.
If I'm unable to make the full payment, can I set up a payment plan?
Yes. Our customer service staff can set up a payment plan based on our established policies. Call 650-940-7220 for more information.
What if I don't pay my bill?
If we don't receive payment in full or a mutually agreed upon payment arrangement isn't obtained in a timely manner, your account may be referred to an outside collection agency. We encourage you to call us immediately to prevent your account from becoming delinquent.
Is there someone I can contact with my billing questions?
You can talk to one of our customer service representatives at 650-940-7220 or 800-665-6540 between 9 a.m. and 4 p.m., Monday through Friday.
You can also visit us in person between 8:30 a.m. and 4:30 p.m.
Or, email us at patient_accounts@elcaminohealth.org — but please don't send personal information such as account information or credit card numbers. Please allow a minimum of two business days to respond to your email requests.