Theresa Dudley
Tampa,FL
Summary
Experienced healthcare and public service operations professional with over 8 years in Medicaid eligibility, training development, and team supervision. Proven ability to analyze data, optimize workflows, and design and implement training programs. Strong background in state and federal health insurance programs, case management, and quality assurance. Passionate about streamlining processes and enhancing team performance through behind-the-scenes support and strategic planning.
Overview
15
15
years of professional experience
Work History
Supervisor
ApprioHealth
Tampa
10.2024 - Current
- Developed and facilitate onsite training for new hires, coordinate onboarding with the client’s internal onboarding process.
- Cross departmental collaboration throughout 10 hospitals, working with Case Management departments, Consumer Access departments, and Financial Assistance managers to effectively assist in planning for current treatment, future needs, and discharge planning for patients by informing of application statuses and eligibility requirements.
- Delegate new referrals, overdue follow ups, monitor and accurate follow up on high dollar accounts, address account inquiries from cross departmental teams
- Run reports identifying critical accounts to delegate work in order of priority
- Conduct audits on staff to ensure proper adherence to policies, compliance, and procedures
- Identify error trends, address one on one and in group settings, develop additional refresher training presentations
- Evaluate employee performance and administer feedback
- Conduct biweekly unit meetings, participate and contribute to monthly company meetings across divisions
- Scheduling and coordinating staffing coverage throughout the division - 10 facilities
- Employee record keeping, timelines, time and attendance, initiating and presenting performance improvement plans
- Conduct interviews for staffing vacancies across the division
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
Patient Advocate
ApprioHealth
Tampa
01.2021 - 10.2024
- .Evaluate patient eligibility for state, federal, and county healthcare programs.
- Pull census report and check for eligibility prior to screening patients
- Visit and interview 5-15 patients per day at bedside.
- Submit and track applications for health coverage; coordinate with state and healthcare agencies to ensure coverage approvals.
- Effectively communicate with patients for required verifications for benefit approval.
- Manage a caseload of 180 cases while consistently meeting and exceeding daily metrics expectations of 40 accounts processed daily.
- Achieved monthly conversion goals of a minimum of $1,000,000 in conversions.
- Supported onsite training for new hires; mentored staff and manage escalations from case management and financial advising departments.
- Conduct case reviews and assist management with quality assurance and procedural updates.
- Lead communication efforts on team updates and operational changes.
Government Operations Consultant I
Florida Department of Children and Families
Tampa
07.2020 - 10.2020
- Conducted new hire candidate interviews, completed new hire onboarding, and led exit interviews for staff; analyzed staffing data to address workforce vacancies.
- Tracking status of all potential new hire documentation.
- Follow up with candidates for necessary onboarding documents to ensure smooth hiring process.
- Conduct three reference checks on each potential new hires.
- Created and posted job requisitions on internal and external public platforms.
- Facilitated training sessions and collaborated in the development of curriculum and onboarding materials.
- Supported design and implementation of new state programs based on community needs.
- Assist in developing presentation and training material for new and existing state programs.
- Participate in interview panels for internal promotions and endorse or decline candidates for the position.
- Managed project timelines and deliverables, ensuring adherence to departmental goals and standards.
- Conducted training sessions for staff members, improving overall competence and expertise in their respective roles.
- Adapted quickly to changing project priorities and job specifications with analytical thinking and task prioritization skills.
Operations Supervisor
Florida Department of Children and Families
Tampa
09.2019 - 07.2020
- Conducted onboarding training for new staff and conducted mentoring for seasoned staff.
- Developed and updated training materials; presented weekly unit meetings to communicate policy and procedural changes.
- Conducted multi-level case reviews for 8-10 staff members to ensure compliance and quality assurance.
- Completed staff evaluations; quarterly and annually.
- Initiated and followed up on disciplinary action plans.
- Monitor time and attendance and ensure adequate staffing coverage and leave management approval.
- Processing timesheets timely and accurately; addressing discrepancies with staff.
- Partnered with leadership managers to address any additional staff needs.
- Monitor workload and delegate assignments to staff.
- Presented unit data during monthly performance management meetings with the senior leadership team. Presented initiatives for maintenance and or improvements unit metrics.
Economic Self-Sufficiency Specialist II
Florida Department of Children and Families
Tampa
01.2018 - 08.2019
- Oversaw unit workload and delegated cases to staff based on individual capacity.
- Monitored and evaluated multiple reports to identify error trends and opportunities for improvement.
- Managed one on one mentoring with 10 staff members.
- Executed monthly staff refresher training for the unit.
- Effectively and timely completion of monthly quality assurance reviews on staff.
- Conducted 10 quality reviews per month per staff member.
- Acted as interim supervisor in the supervisor’s absence.
- Presented performance findings and operational data in meetings and provide weekly updates to management.
Economic Self-Sufficiency Specialist I
Florida Department of Children and Families
Tampa
09.2015 - 07.2019
- Conduct interviews with clients to determine Medicaid and Food Assistance eligibility.
- Process public assistance applications ensuring accurate and complete client data is input into state systems.
- Adhere to state and federal policies for eligibility.
- Communicate required verifications to clients, for eligibility approvals.
- Ensure thorough documentation of all cases and maintain client confidentiality.
- Utilize policy manuals and the knowledge bank to ensure compliance with all policies during case processing.
- Successfully conduct case maintenance throughout the eligibility period by processing new changes reported, addressing interstate and multi-agency alerts from other agencies such as child support, Social Security, Career Source, out of state benefits, etc.
- Manage and follow up on caseload in a timely and accurate manner to avoid delay errors and payment errors.
- Complete 30-40 transactions daily; including interviews, change processing, alerts review and clearance, documents reviews and indexing to internal system.
- Provide customer service to clients inquiring about case status.
Sales Operations Support Specialist
Michael’s
Tampa
10.2011 - 09.2015
- Executed inventory pricing and shipment processing.
- Initiating "return to vendor" process per corporate reports.
- Responsible for accurately counting and processing the stores daily deposit.
- Completing bank deposit timely daily.
- Entering and approving mileage charges.
- Assist with opening duties making sure all cash drawers are correctly prepped for the registers and ready for opening.
- Ensuring all sales signage is posted accurately and prior to store opening.
- Running inventory and tracking expenses of the custom floral department.
- Supported customer experience and store operations through timekeeping audits and shift coverage and scheduling.
- Ensuring the class sign up log is accurately completed and all information is available in binder to ensure smooth sign up process for clients.
- Managed daily operations, including scheduling shifts, tracking inventory levels, and ensuring adequate staffing to meet business demands.
- Liaised with freight forwarders and carriers to arrange product movements and deliveries.
- Complied with systems procedures, business processes, and company policies to promote workplace safety and quality.
Education
Graduate Certificate - Children’s Mental Health
University of South Florida
Tampa, FL05-2021
Bachelor of Science - Public Health
University of South Florida
Tampa, FL12-2014
Bachelor of Arts - Anthropology
University of South Florida
Tampa, FL12-2014
Skills
- Workflow Optimization
- Training Development & Facilitation
- Data Analysis & Reporting
- Healthcare Eligibility & Caseload Management
- Quality Assurance Reviews
- Policy & Procedure Implementation
- Staff Mentorship & Onboarding
- Microsoft Office Suite (Excel, Word, PowerPoint, Forms)
- Capacity planning
- Cross-functional team leadership and collaboration
- Performance management
Accomplishments
- Developed and facilitated divisional onsite training for the company's disability process– ApprioHealth, 2024-2025
- Co-developer, COVID-19 Virtual Pre-Service Training – FL Dept. of Children and Families, 2020
- Mentee within the Economic Self-Sufficiency Mentoring Program – Department of Children and Families, 2017–2019
- Certified Facilitator Skills Trainer – Department of Children and Families, 2019
- Family Picnic Bake Off Coordinator – Department of Children and Families, 2019
- Event Coordinator Intern – National Multiple Sclerosis Society, 2014–2015
Timeline
Supervisor
ApprioHealth
10.2024 - Current
Patient Advocate
ApprioHealth
01.2021 - 10.2024
Government Operations Consultant I
Florida Department of Children and Families
07.2020 - 10.2020
Operations Supervisor
Florida Department of Children and Families
09.2019 - 07.2020
Economic Self-Sufficiency Specialist II
Florida Department of Children and Families
01.2018 - 08.2019
Economic Self-Sufficiency Specialist I
Florida Department of Children and Families
09.2015 - 07.2019
Sales Operations Support Specialist
Michael’s
10.2011 - 09.2015
Graduate Certificate - Children’s Mental Health
University of South Florida
Bachelor of Science - Public Health
University of South Florida
Bachelor of Arts - Anthropology
University of South Florida