Abbey Eppley
Middletown,OH
Summary
Detail-oriented project and operations professional with experience driving process improvement, workflow standardization, and cross-functional project execution within regulated environments. Proven ability to evaluate current-state operations, develop structured process documentation (SOPs, workflows, and process maps), and support full project lifecycles from planning through execution. Adept at partnering with leadership and stakeholders to translate business needs into clear, actionable plans that improve efficiency and service delivery. Experienced in identifying operational gaps and implementing practical solutions, with a growing focus on leveraging AI, automation, and data-driven tools to enhance business processes.
Overview
10
10
years of professional experience
Work History
Program Manager
THS Remote Support Services
09.2024 - Current
- Supported end-to-end operational workflows, including over 30 intakes, configuration, execution, and continuous improvement of service delivery processes for over 80 clients across systems such as Salesforce and SharePoint
- Evaluated and documented current state processes, identifying inefficiencies and contributing to process improvements that reduced rework and improved turnaround times by an estimated 25%
- Developed and maintained structured documentation, workflow documentation, and process guides to support consistency and audit readiness for all active clients in my caseload
- Partnered with 3–5 cross-functional departments and external stakeholders, including state representatives, to gather requirements, define priorities, and support implementation of process improvements across multiple workflows
- Facilitated monthly cross-functional meetings to align workflows, resolve issues, and drive project progress
- Tracked and managed process gaps in clients services ensuring timely resolution and escalation when needed
- Supported end of year project execution across multiple concurrent initiatives by managing updates, maintaining documentation, and ensuring alignment between system configurations, business requirements, and the Department of Developmental Disabilities deadlines
- Conducted ongoing data validation and quality assurance across 80+ client records, maintaining high accuracy standards and ensuring compliance with program and regulatory requirement
- Coordinated across departments (Service and Support Administrators, Billing, Operations, and Homemaker/Personal Care teams ) to improve data flow, communication, and process continuity
- Supported onboarding and training of new team members by developing workflow guidance and system documentation, improving ramp-up time and operational consistency
- Supported process improvement initiatives by aligning workflows with system capabilities and identifying opportunities for automation and efficiency gains
Acquisition Support Specialist
Monterey Consultants
09.2022 - 09.2024
- Supported full project and contract lifecycle processes by developing structured documentation (RFPs, RFQs, SOWs) aligned with business and technical requirements
- Drafted a range of contractual documents, including justifications, amendments, and supporting acquisition materials, ensuring accuracy and compliance within a regulated environment
- Collaborated with IT, Finance, and Operations to identify system-related requirements, ensure proper contract classification, and maintain data accuracy and compliance
- Served as the IT contract subject matter expert (SME), standardizing intake, classification, and approval workflows and reducing contract lead times from 18 months to 8 months across 5+ IT contracts in coordination with DSS, IT teams, and vendors
- Developed and presented structured reports and data-driven insights to leadership, ensuring alignment between system outputs and program requirements
- Researched and defined performance measures, KPIs, and deliverables to strengthen contract accountability and performance tracking
- Designed and implemented improved workflows and documentation processes, reducing revision cycles and increasing efficiency across multiple concurrent projects
- Utilized Excel and reporting tools to track deliverables, identify discrepancies, and maintain high accuracy across multiple projects and stakeholders
Budget Analyst
Monterey Consultants
08.2021 - 09.2022
- Processed and validated 15–20 invoices per week with a high level of accuracy, ensuring timely payment and compliance with contract requirements
- Collaborated with vendor liaisons and internal stakeholders to resolve discrepancies, improving invoice accuracy and reducing processing delays
Utilized Excel to track, organize, and calculate Liquidated Damages, providing data-driven insights to support vendor accountability and decision-making - Streamlined and standardized invoicing workflows across the team, improving consistency, reducing errors, and enhancing overall processing efficiency
- Developed a standardized process in collaboration with external stakeholders and the Department of Health and Human Services, reducing miscommunication and improving reporting accuracy
- Managed high-volume invoice backlogs during COVID-related surges, validating overdue invoices, reconciling discrepancies, and accelerating payment processing timelines
- Maintained accuracy and productivity under tight deadlines and fluctuating workloads, ensuring continuity of operations during periods of increased demand
Director of Medical Records Operations
Monterey Consultants
05.2017 - 08.2021
- Led healthcare data integrity and quality assurance initiatives, identifying problematic data areas and implementing corrective actions to improve accuracy, completeness, and consistency, leading to an increase of 75% for cases completed.
- Analyzed and supported healthcare data systems by reviewing data workflows, record merges/unmerges, and integration points to ensure reliable data capture and reporting and reduced damaged uploads by 60%
- Developed, maintained, and monitored reports and dashboards to track key data quality, timeliness, and productivity metrics.
- Performed trend and pattern analysis on complex healthcare datasets to identify reporting gaps, data anomalies, and process improvement opportunities.
- Collaborated with IT adjacent teams to troubleshoot data discrepancies, system related reporting issues, and integration challenges.
- Supported data capture initiatives by validating data inputs, defining data standards, and improving data collection processes.
- Generated routine and ad hoc reports for operational monitoring, compliance audits, and leadership review.
- Interpreted analytical findings and delivered actionable recommendations to leadership based on data trends and performance indicators.
- Created documentation, SOPs, and data definitions to standardize data capture, reporting, and interpretation across teams.
- Delivered training and served as a subject matter expert to improve organizational understanding of data capture, analysis, and reporting.
- Supported system optimization efforts by analyzing workflows, identifying inefficiencies, and recommending data driven improvements
Medical Records Downloader/Team Lead
Monterey Consultants
07.2016 - 05.2017
- Maintained strict confidentiality in compliance with organizational policies and legal requirements, safeguarding sensitive patient information at all times
- Designed and implemented improved training procedures, reducing staff ramp-up time from 6 weeks to 3 weeks (50% improvement) and accelerating team productivity
- Consistently exceeded productivity expectations by processing 100+ claimant records daily with a high level of accuracy and efficiency
Responded to client inquiries regarding Veterans’ claims and troubleshot system-related issues, ensuring timely resolution and minimal workflow disruption - Co-developed an Access database to streamline audit processes, increasing the number of cases audited by 80% and improving overall quality control
- Leveraged database tracking to monitor team performance, driving a 30% increase in overall productivity and ensuring adherence to accuracy and performance standards
Education
Bachelor of Science - Health Care Management
Walden University
Minneapolis, MN11.2019
Associate of Science - Medical Assisting
Hocking College
Nelsonville, OH05.2015
Skills
- Excel (advanced: Pivot Tables, VLOOKUPs, SUMIFS)
- SQL (learning via DataCamp, practical applications in querying and analysis)
- Python (learning via DataCamp, focused on data analysis and automation)
- Systems: Salesforce, SharePoint, Microsoft Excel (data tracking, validation), workflow/process documentation
Timeline
Program Manager
THS Remote Support Services
09.2024 - Current
Acquisition Support Specialist
Monterey Consultants
09.2022 - 09.2024
Budget Analyst
Monterey Consultants
08.2021 - 09.2022
Director of Medical Records Operations
Monterey Consultants
05.2017 - 08.2021
Medical Records Downloader/Team Lead
Monterey Consultants
07.2016 - 05.2017
Bachelor of Science - Health Care Management
Walden University
Associate of Science - Medical Assisting
Hocking College