K. Thomas

Advised Medicaid managed-care NEMT providers on compliance and operational efficiency, designing SOPs and workflow/metrics frameworks to improve provider readiness and audit performance. Founded the ALT Legacy Care Initiative to expand transportation and mobility access for elder populations and support state/federal contracting readiness.

As Manager of Member Experience at CTS, I lead efforts to improve member satisfaction by collaborating with health plan stakeholders, analyzing feedback, and implementing quality assurance and training initiatives. My role involves overseeing a team and driving process improvements to ensure high service standards, delivering a seamless experience that aligns with CTS’s goals.

Built and scaled a Medicaid member-services Client Experience department, developing SOPs, workflows, and KPIs for complex behavioral-health and multi-system members. Served as liaison across transportation providers, health plans, and internal leaders, monitoring performance metrics and driving process improvements that enhanced response times and member experience.

As Member Services Supervisor at CCA, I led a team to provide quality support, managed escalated issues, and ensured effective service. I coordinated with departments to resolve concerns, coached staff, and drove process improvements, focusing on team management and service excellence.

Earned a Master of Business Administration (MBA) from the University of Phoenix in 2022.

Earned a Bachelor of Science in Business Management from the University of Phoenix in 2020.

Earned a Bachelor of Science in Business Management from the University of Phoenix.