I probably should've written this review a year ago, but I put it off and was inspired to do so after talking with my daughter's current therapy team. We came to City Kids after the commute to my daughter's previous therapy team became too far. She needed PT/OT/Speech therapy. The PT and the SLP were great, the OT was ok, seemed annoyed most days, but that's fine, I get it. The reason we left, and why I'm writing this review, is because of the office manager. Long story short, in the transition from our previous therapy office to City Kids, the office failed to take into account that we had already used visits for the year under our old therapists when billing our insurance, even though I notified them several times that she had used visits for the year and gave them the contact info for our previous therapists office. I asked multiple times if we needed updated orders "Nope, everything is fine" Well, it wasn't. We needed new orders, therefore insurance was refusing to cover the visits.
Fine. People make mistakes. However, when I spoke to the office manager about it, she was completely rude and condescending, refused to take any accountability. Yelling at me. I think she assumed that I didn't know how the system worked and that I was just a young mom she could scream at. Mind you, I have a medically complex child, who is in and out of the hospital on a regular basis, has received regular therapy for years. Not to mention, I've worked in healthcare for 15 years as a NP. So I know the system, and I know where the ball was dropped. She also kept referring to our "city insurance" in an almost derogatory way, which I found insulting. The BCBS PPO is actually pretty good, and we've never had any issues with our hundreds of insurance submissions up until this point.
The office manager was beyond unprofessional. I have never delt with someone so nasty in any of my interactions with other therapy offices, hospitals, doctor's office's, etc. As a provider, I would never conduct myself the way she did. It is extremely stressful having a sick kid, and having to deal with the additional stress she caused our family was really disappointing. People make mistakes, but the way it was handled was inappropriate. We left City Kids and now have an awesome team....that has never had a problem with our insurance.... shocking.
I'm glad some people have had a good experience here, but we did not. I would especially avoid if you have a City of Chicago BCBS PPO plan....apparently the office manager looks down on city workers. I would give it one star, but the therapists were decent, so two stars. read more