What’s most rewarding for me in my role is resolving provider issues and responding to inquiries with efficiency, urgency and compassion. This position gives me an opportunity to identify and exceed our customer expectations by committing to and building strong relationships. Every day I respond to calls from healthcare providers to help answer questions and resolve issues regarding provider loads, healthcare claims and payments.
At the end of every day, I know that I have delivered the best customer service experience.
Gloria D. Story, MBA, is the provider services manager for ChoiceHealth/AXIA. Her number one job responsibility is to deliver the most remarkable patient experience, in every dimension, every time, and to understand how she contributes to the health system’s vision of achieving that commitment to patients and families.
Gloria serves as a liaison between staff, insurance carriers and networks of contracted providers. She focuses on proactive and timely resolution of both organizational- and provider-based issues. She responds to educational needs of providers and their office staff in any matter concerning provider relationships with ChoiceHealth/AXIA and contracted insurance carriers.
She also facilitates the Professional Research Consultants (PRC) Survey to improve physician relationships, and to encourage engagement to reach organizational goals. Gloria also facilitates the development of a comprehensive provider retention program and serves as the primary contact, offering education, technical assistance and problem solving as necessary. She additionally assists with other departmental projects as necessary.
Gloria has more than 11 years of management experience in the healthcare industry. She received her bachelor’s degree in office administration from Morgan State University in Baltimore, Maryland, and her master’s degree from Regis University in Denver, Colorado. She is currently working on her doctorate degree in organizational leadership online at Northcentral University out of Prescott, Arizona.