Newton-Wellesley Neurology

absolutely the worst customer service I have ever had in a healthcare setting. the office manager, Rebecca Cross, is not helpful.

I have only been there once, but I have to say, the doctor I saw was AMAZING, smart, kind, compassionate, and jumped into action to get me appointments for additional tests I need. I thought the office staff was nice. They got me in right away as a new patient when I told them what the issue was. As to the other person who was so riddled with panic… I suffer from panic disorder also. This office did nothing to induce the feelings of panic and were kind and compassionate.

This practice was recommended to me by my regualr doctor when I needed to see a neurologist for a concussion I suffered when struck by a car while riding my bike in Boston. I went to them once and would not recommend to anyone going there. The Doctor I saw was great, but dealing with the office manager was a nightmare that lasted almost 3 months…
Before arriving at the doctors office I called my Health Insurance provider to ensure this was covered and didn’t have to pay out of pocket. I have a Blue Cross Blue Shield and the representative who I spoke with checked and made sure that yes insurance did cover this. She told me to just give my card and I should be all set. So I went in and everything seemed fine until after making a photo copy of my insurance card they informed me that I would have to pay $ 500 out of pocket for this visit.
I said that I just talked to the insurance company before arrival and they told me that I shouldn’t have to do that. The office manager came out of her office to chat with me about this dilemma. After I informed her that my insurance company representative informed me that insurance would cover this, she told me and I am paraphrasing «that my insurance representative didn’t know what they were talking about.» I said okay, but then asked if i could get my insurance company on the phone and they can speak with them, would that be okay? To that she responded and I am paraphrasing, «I don’t want to refuse you medical service, but unless you pay the $ 500 dollars we will not see you.» So I was not happy, but reluctantly paid the $ 500 dollars.
A few days later I called my insurance company to start the claims process for getting back my money back. The insurance company informed me that not only had Newton-​Wellesley Neurology billed me $ 500 dollars but they also billed the insurance company $ 400 for my visit. I was then informed by the insurance representative on the phone with me that Newton-​Wellesley Neurology would refund me $ 100 and then I would have to go through the claims process to obtain the other $ 400 from Blue Cross. Newton-​Wellesley Neurology returned my $ 100 promptly. A bunch of time passed and still no $ 400 back to. I called my insurance company to find out the status of my claim. When I spoke to the insurance representative this time she informed me that the claim of $ 400 had been paid to Newton-​Wellesley Neurology and they hadn’t corrected their mistake initially even though it was pointed out to them. She then called Newton-​Wellesley Neurology for me and spoke to them and found out that they were supposed to refund my money themselves. The money to them had been paid out early in the month of December per BCBS and they did not refund my money till over a month later. Who knows is they ever would have had I not called them multiple times and had my insurance company call them.
So all in all I was just very taken aback by how rude and condescending the office manager was to me. It has taken me countless hours on the phone holding and talking to various people to finally track all this information down. I wanted to share my story so others can avoid this place and save others of a similar bad experience.

After suffering with migraines for the past 9 years, I decided to make an appointment here (my primary care doctor, also at Newton Wellesley, urged me to make an appointment).
My appointment was at 1 pm, so I figured I wouldn’t get called in until 1:30 as I’m used to waiting awhile at doctor’s offices (they never seem to run on time). However, I was shocked when the doctor called me in right at 1!
He asked me detailed questions regarding my headaches and also had reviewed the questionnaire that I was mailed before my appointment. He also did an exam to test my motor skills.
The doctor was amazing. He seemed to really care about my issues and how we were going to solve them. The entire appointment was about 45 minutes, which is pretty long considering most doctors spend 10 minutes with you and send you on your way.
I have a follow up in 2 months and can’t wait to go back!

I had a terrible time this past Friday at this location.
Firstly, I have a significant amout of anxiety regarding doctors, and have scheduled and cancelled neurological appointments probably a dozen times in the past decade (wow that makes me feel old). I finally FINALLY for the first time EVER, managed to get myself to keep the appointment, cross that threshold and even made it on time, despite Friday’s snow and getting myself lost. So there I sat, anxious and on the edge of my seat, for an additional 45 minutes past my appointment time. I twiddled my thumbs all this time in the fairly elegant (c’mon, it’s Newton/​Wellesely) waiting room, where I was effectively ignored by staff. Finally, I’m called in.
I walk into the doctor I’m to see’s office and sit. We chat for about (literally) a minute and a half before her cell phone rings. She tells me she has to take the call and excuses herself. I sit there ANOTHER 10 minutes (good thing I had a book) before she comes back in and tells me she has to go. Go? I was so confused. Leave? You’re leaving? In the middle (no that is inaccurate. at the START) of my appointment? After I just sat there waiting for this for a solid hour, breathing myself through multiple panic attacks?
Now, I did get an extremely apologetic message from this doctor later that afternoon, in which she explain that her husband had been in the hopsital as he was ill and she had to go see him.
That’s all well and good and why I have not listed her name. But I truly felt the whole thing was done in such an inappropriate manner. If her husband had been in the hospital already, as she indicated in her message, I would have been more than happy (elated really to put off something I was dreading) to reschedule. I would have appreciated a phone call even the day of explaining the situation. I am an extremely flexible individual. I was not called in advance, I was not offered another doctor that day and really I felt like my distress was taken as a nuisance to the office staff.
I am a very laid-​back, understanding señorita, and willing to work with pretty much anyone. I felt I really just got the brush-​off and was told to come back the next day.
I was given a voucher for an hour’s worth of parking, what with all my waiting around did not cover the total cost. I paid for a copay for an appointment, which in my mind, did not take place.
I went back to work after this and was told to go home due because of the snowstorm. So, instead of losing a morning to this waste of my time, I lost a whole day’s pay. I found the whole ordeal extremely unprofessional and distressing. I was offered an appointment the following day, but simply could not bring myself to go through it all again so soon especially with the impending 8 – 10 inches of snow likely to throw that appointment into a tizzy as well.
No one seemed to care that I may have prior engagements or a JOB when offering me replacement appointments. I absolutely got an attitude like, «Well, here we are trying to WORK WITH you to fix this and you’re giving us nothing,» when in reality I felt, «Well, you screwed my day, and now you’re giving me attitude because I can’t run right back to potentially be screwed with some more?»
Although, apparently some people can come and go out of their workplace, others of us have a hard time getting random blocks of time off.
It took me years to get the cahones up to get my scaredycat ass into this appointment and for it to have been so utterly ridiculous, I’ll not be putting myself through such an ordeal anytime soon. Definitely not at this office.
Let’s hope I don’t have some really horrific diagnosis and die now. Kidding. Sort of.
Thanks a lot, NW Neurology. Your patient care is just outstanding.