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Billing FAQs

We understand that patients at El Camino Hospital may have questions about the billing process. Below we provide answers to a few of the most commonly asked questions. You can use the jump to question links below or scroll through the page to read all the questions and answers.

Q. How does my insurance company receive the claims for health care services?
A. As a courtesy, we bill the claim to your health insurance carrier.  To insure proper and prompt processing of your claim, please be sure to verify the insurance information we have at the time of your registration.

Q. What is the difference between a Hospital Billing Statement, and a Professional Business Billing Statement?
A. You may receive a separate bill for services rendered by private physicians, your own primary care physician, as well as for any hospital charges. At El Camino Hospital, we bill for the hospital services only.  Professional services are billed separately.

For example, if a patient has outpatient surgery, you will receive a billing statement from El Camino Hospital for the facility charges and separate billing statements from the physicians performing your surgery and the anesthesiologist.

Q. When do I make the co-payment and/or deductible payment?
A. Co-payments are due at the time of service.  If you are unsure of your co-pay responsibility, please consult your health insurance policy.  If you are an inpatient our financial counselors will obtain the deductible information at the time they check your eligibility. Knowing your insurance policy is vital to receiving the maximum possible benefits.  Failure to meet your insurance requirements can result in claim denial or a higher co-payment and/or deductible.

Q. How do I make a payment?
A. Please pay the balance due by detaching the top portion of your billing statement and include your check, money order, or credit card information (include the credit card expiration date) in the envelope provided with your billing statement.

El Camino Hospital offers the convenience of on-line hospital bill payment. Transactions are securely processed by Simplee, and are compliant with the Health Insurance Portability and Accountability Act (HIPAA) and Payment Card Industry (PCI) data security standard. The payment will appear as Simplee.com on your debit or credit card statement.

We are also happy to assist you with your credit card payment over the telephone.  You can reach our Patient Financial Services Department at 650-940-7220. Please have your account number available.

Q. What forms of payment are accepted?
A. We accept major credit cards (Discover, MasterCard and Visa), personal checks, and debit card payments through a checking or savings account. 

Q. How do I reach the billing office if I have questions?
A. Our Customer Services Representatives are available to answer your billing questions. You can reach our department by calling 650-940-7220. You may also send an e-mail to patient_accounts@elcaminohospital.org. Please allow a minimum of two business days to respond to your e-mail requests. Please do not use this e-mail address to send personal information such as your account or credit card numbers.

Q. What if I am unable to make the full payment? Can I set up a payment plan?
A. Yes, our Customer Services Representatives can set up formal payment arrangements based on our established policies. You can reach our department by calling 650-940-7220.

Q. Does El Camino Hospital offer a discount if I pay cash for services?
A. Yes, El Camino Hospital extends a 75 percent discount to patients without insurance who choose to pay with cash, or to patients receiving services not covered by insurance who choose to pay with cash, or patients who choose to pay cash for services in lieu of billing their insurance.

Q. Is financial assistance available?
A. Financial assistance is available for those who are uninsured or underinsured, or who are experiencing financial hardship. A customer service representative can help determine eligibility for government and community programs that may help cover medical expenses. For more information visit our Financial Assistance web page. 

Contact Patient Financial Services

Our Patient Financial Services staff are available to assist you with any questions you may have regarding your bill from El Camino Hospital. You may contact us either by phone, fax, in person, or e-mail.

Below are our location and hours of operation. If at any time our staff does not meet your needs, please contact one of our Patient Financial Services management team members.

The El Camino Hospital Patient Financial Services Department is located at:

El Camino Hospital -- Mountain View
Oak Pavilion
2505 Hospital Drive, First Floor
Mountain View, CA 94040

Phone: 650-940-7220
Fax: 650-966-9295

E-mail: patient_accounts@elcaminohospital.org
When using e-mail, please allow two business days for us to respond to your request. Please do not use e-mail to send any personal information.

Office Hours:
For in-person walk-in visits, appointments, or to reach a phone operator:
Monday - Friday
8:30 a.m. - 4:30 p.m.

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