Kiyana Scolaro
Oakland,California
Summary
Operations and retention professional with proven success building systems, improving workflows, and scaling member experience in healthcare environments. Recognized for translating complex operational challenges into efficient, data-informed solutions that strengthen teams and enhance client outcomes.
Overview
11
11
years of professional experience
Work History
Member Support & Retention Specialist
JumpstartMD
10.2024 - Current
- Designed and implemented retention and onboarding systems for 10,000+ member accounts, enhancing engagement and reducing churn.
- Identified operational gaps and established streamlined workflows to eliminate bottlenecks and improve response times.
- Developed Salesforce-based tracking tools, providing executive-ready insights for strategic decision-making.
- Acted as cross-functional liaison among clinical teams, support staff, and leadership to ensure seamless operations.
Office Manager
JumpstartMD
08.2023 - 10.2024
- Led daily operations at medical clinic to ensure efficient workflow and staff coordination.
- Served as primary problem-solver for operational challenges, making timely decisions to optimize efficiency.
- Leveraged healthcare technology platforms to improve workflows and reporting accuracy.
- Analyzed operational data, identifying inefficiencies and delivering actionable recommendations.
Regional BHRT Assist
JumpstartMD
04.2023 - 08.2023
- Managed regional operations for over 500 BHRT patients across three clinics, independently handling scheduling and records.
- Implemented workflow enhancements to boost appointment efficiency and care continuity.
- Facilitated clinician support during exams and procedures, providing patient education on treatment options.
- Ensured HIPAA-compliant management of medical records, prescriptions, and confidential communication.
Behavioral Health & Youth Services
Various Organizations
03.2016 - 12.2022
- Executed crisis response strategies, making effective high-stakes decisions under pressure.
- Utilized trauma-informed communication techniques to de-escalate tense situations.
- Facilitated collaboration among clinical, legal, and administrative teams to enhance operational efficiency.
- Demonstrated strong emotional intelligence and leadership in high-pressure environments.
- Authored detailed case documentation for legal proceedings, ensuring accuracy and compliance with confidentiality standards.
Education
College Coursework — Psychology & General Studies -
Black Hills State University
Spearfish, SDSkills
- Operations and workflow optimization
- Customer retention strategies
- Cross-functional collaboration
- Process improvement
- Executive reporting
- Team management
- Conflict resolution and relationship building
- Healthcare compliance expertise
- Rapid platform adoption
Timeline
Member Support & Retention Specialist
JumpstartMD
10.2024 - Current
Office Manager
JumpstartMD
08.2023 - 10.2024
Regional BHRT Assist
JumpstartMD
04.2023 - 08.2023
Behavioral Health & Youth Services
Various Organizations
03.2016 - 12.2022
College Coursework — Psychology & General Studies -
Black Hills State University