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| - I wish I could rate the physicians separately from the office staff. My child has been seeing Dr. Struble since her initial newborn visit, and we LOVE her (5-stars for her alone). The rest of the staff is hit-or-miss. I can count on one hand the number of assistants employed there who have been courteous, or haven't tried to unnecessarily separate scheduled vaccinations to force me to come in for an unnecessary visit to receive it. I laughed to myself when one medical assistant magically went from pleasant to passive-aggressively miffed when I elected to not follow her "recommendation" vs. keep the original vaccination schedule. I'm not going to apologize for knowing the number of days between the administered vaccines, so please don't punish a parent for your lack of organization and tact.
Another incident I wasn't very happy with involved my child needing a referral. Dr. Struble referred us to a specialist for a particular issue, and to move forward w/ treatment, the specialist needed Dr. Struble to review the evaluation and resubmit the signed request form. The specialist followed up with me in 2 days, reporting that their office hadn't heard back yet from Camelback Pediatrics, and suggested I call them to help the process along. Left a message w/ the referral coordinator and never heard back for 5 days. I called the specialist's office to see if something had been faxed over from the pediatrician just in case they had followed through without calling me back. Nothing had been submitted. The specialist's patient liason offered to call from her end; Apparently, whomever retrieved the request form at CP filed it directly into my child's chart and never put it on the doctor's desk for review, delaying the start of her time-sensitive treatment.
Furthermore, the billing staff (Rosemary) leaves much to be desired when it comes to customer service, efficiency, and honesty. Trying to get the credit on our account reimbursed has been a chore. I work in healthcare in large and small clinics, so I understand the demand on the billing staff, general timeframes for processing, etc - it's not for the faint of heart. However...when you lose my CC information (I have phone records and documentation for the lengthy conversation we had where she took my CC number, 3-digit code, and card expiration over the phone--even repeated back to me-- and she just now aggressively told my husband during a follow-up conversation that she has no record she did that OR that spoke on the date in question), it does not promote trust, especially when you aggressively imply that your client is lying. So, my CC information is floating around that office somewhere.She has demonstrated on 3 occasions that when she spoke with me, all she wanted to do is get me off her back as quickly as possible, and will say whatever she needed to appease me (I feel like it was false promises) until I was off the phone with the false hope of resolving the issue. I have no problem with having to wait several weeks for insurance to process a claim and mail reimbursement, but it is unprofessional to give misinformation or pretend to have accurate information. Each time I called about the status of the insurance payment after Rosemary told me to check back in ____ amount of time, she would ask me how long ago I had received the insurance EOB, and then say it takes EXACTLY that long for the insurance to process the claim and for their office to process the payment once they've received it. It magically went from 1 week to 2-3 weeks, and so forth. Now, all that's left is waiting for "the doctors to approve the request for refund" of the several hundred dollars I paid out of pocket that insurance has likewise paid them!
The treatment we've received is enough to cause me to look for a new pediatrician because I have never been treated so rudely or in such a shady manner by a medical office. What bothers me is that it's not just a single isolated incident - it's a consistent pattern of behavior from the collective back office staff.
Again, we LOVE Dr. Struble, but be prepared to be the annoying parent to get things done correctly if you choose to take your child here.
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