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Neurology reviews in Orland Park

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  • I felt that Dr. Barton took sufficient time to discuss my concerns and is very willing to communicate. I would rate his communication as B, but would rate communication of staff members as D. Effectiveness of treatment was graded "C" only because I am a difficult case to treat successfully, not because of any deficiency in the treatment rendered.

    However, I had great difficulty communicating with office staff regarding what should have been a very simple matter to resolve. On March 13 I sent in the required paperwork to register with a Xeomin co-payment program to defray the expensive cost of the treatments. When I did not receive any reimbursement by April 4, I called the Xeomin program. I was told that I submitted the correct paperwork, but Rush Medical Center submitted incorrect location information, and therefore my eligibility for the program could not be established. The person I spoke with said they were waiting for a call back from my doctor's office.

    A week later on April 11 I again called the Xeomin co-payment program and was told that my doctor's office had not returned their call. I then called my physician's office and asked for the appropriate person to speak to. I was connected to someone named Joanna. I repeatedly asked her who she was, and she repeatedly told me she was "Joanna." It would be much more helpful, for one thing, if the staff were trained to give their titles when speaking to patients, not just their first names, which are meaningless to us when speaking to them for the first time. I finally coaxed out of her that she was the Botox administrator. She stated that the doctor's office had sent all the necessary information to the co-payment program. She called the Xeomin program at my request, and I asked her to call me back afterwards to let me know what she learned. She said she would, but hung up before I could give her the other number I could be reached at, so I had to call back. She called me, but hadn't resolved the matter, and said she would be on vacation the next week.

    I called the Xeomin program again and was told what they needed was a Nationwide Provider Identifier (NPI) from my doctor's office. I called my doctor's office again and was told Joanna was gone, so I asked to speak to a manager. I spoke with Candace, an administrator, who told me that I needed to call my insurance carrier, because Rush Medical Center does not deal with the co-payment reimbursement program. I called my insurance carrier, who told me that my doctor's office needed to provide the NPI. I called Candace again and was repeatedly told that it was my responsibility to work with the Xeomin co-payment program and that Rush did not need to provide anything. I explained that I could not give the co-payment program the NPI because I didn't have it, and that both the co-payment program and the insurance company both told me that my doctor's office had to provide the number. I explained that this needed to be resolved so I could afford my next treatment. I thenI asked to speak to someone who could help me since Joanna was on vacation, and was given the name of Chris Johnson.

    Chris called me on Monday, April 14 and said he would obtain the number of a Xeomin rep who might be able to help me. On Tuesday, April 15, he gave me the name of the representative, who I then called. The Xeomin rep returned my call and said he would call the doctor's office. He also stated that "anyone at the doctor's office should be able to give you the NPI." He then called me later that day and stated that he spoke with someone at the Xeomin co-payment program and was told they received the correct NPI from the doctor's office the day before.

    Rush initially provided an incorrect number, then refused to provide a correct number until I had made/received TWELVE phone calls with SIX different people trying to resolve the matter. Finally the correct information that I had been begging for was provided to the co-payment program--the information that I was repeatedly told that they would not provide. I am VERY unhappy that I had to spend over an hour at work on all these phone calls. I am VERY unhappy that the staff at Rush sent me on a wild goose chase and delayed my reimbursement instead of providing the information when asked the first time.

    In a separate incident concerning the March 10, 2014 visit, I tried to determine why my bill was not being paid by my insurance company. I was told by the insurance company that they requested medical records from Rush Medical Center on March 19 and were still waiting for them. Candace at Rush told me the records were probably sent and the insurance company was just saying they weren't. I was told by Rush Medical Center Billing Dept. that Rush would not send the medical records, but sent a revised claim instead. So the insurance company says they won't process the claim until they receive medical records, Rush Medical Center says they won't send medical records until the insurance company asks for them, but the insurance company already asked for them and told me they are waiting for them. I would like to know whether this bill will be covered by insurance or not, so I know whether I can afford my next treatment, but Rush is not making it easy for me. I would use this provider again because of the quality of medical care I receive and the difficulty of finding a specialist to treat my condition, but I am close to switching providers because of the difficulty of getting helpful, honest answers, instead of finger pointing and excuses, from the administrative personnel I've dealt with at Rush.

    - Connie S.
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Neurologists in Orland Park

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