Kylie Thomas
Charlotte,NC
Summary
Implementation and Project Manager with 15 years of experience leading complex, client-facing technology and process implementations in regulated healthcare environments, including 3+ years of hands-on platform implementation ownership. Expert in workflow design, UAT coordination, functional configuration, training, and go-live execution. Known for building implementation structure from scratch, driving real operational adoption, and staying steady and decisive in fast-moving, high-ownership environments.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Implementation Specialist II
Aya Healthcare
10.2024 - Current
- Lead enterprise healthcare technology and process implementations end-to-end across onboarding, functional configuration, UAT, training, and go-live.
- Own UAT coordination by organizing test scenarios, supporting user validation, tracking issues, and confirming system readiness prior to launch.
- Serve as SME for the non-clinical service line, owning both system setup and operational workflow design to ensure technology and day-to-day processes work together.
- Build workflows and documentation from the ground up, developing standardized processes now used department-wide.
- Develop and execute detailed project plans, timelines, and risk & dependency management in monday.com.
- Translate provider, payer, and operational workflows into system configuration without heavy coding.
- Train users, manage change, and provide post-go-live stabilization support to drive sustained adoption.
- Partner closely with product, engineering, and QA teams for delivery and stakeholder management, surfacing usability gaps, product feedback, and enhancement ideas.
Implementation Specialist
Aya Healthcare
09.2022 - 10.2024
- Managed onboarding and system configuration for multiple regulated service lines in a high-volume implementation environment.
- Supported UAT readiness through requirements clarification, scenario validation, and issue triage.
- Identified risks early and facilitated cross-functional problem solving to protect delivery timelines.
- Strengthened internal implementation processes through improved documentation standards and implementation playbook development.
Account Coordinator
Aya Healthcare
02.2022 - 09.2022
- Coordinated contract and submission workflows across recruiting, operations, and client teams.
- Audited contracts for accuracy and improved internal submission procedures to reduce errors and increase speed.
Clinic Account Manager & Program Lead
Synergy Healthcare USA, LLC
01.2016 - 01.2022
- Led multi-year population health and clinical operations programs for enterprise clients across multiple states.
- Served as the primary relationship owner for executive stakeholders, managing onsite clinic operations, provider workflows, reporting, and performance improvement initiatives.
- Implemented new operational workflows, clinical protocols, and reporting structures to support payer and provider performance goals.
- Used biometric, clinical, and claims data to guide program design, measure outcomes, and inform client strategy.
- Oversaw quality assurance and ensured consistent, compliant operational workflows across multiple states.
- Built long-term client relationships and maintained 100% client retention.
Corporate Wellness Specialist
Benefit Controls Companies
Charlotte, USA
09.2010 - 01.2016
- Managed incentive-based wellness programs requiring detailed documentation, regulatory compliance, and accurate reporting.
- Analyzed clinical and claims data, screening outcomes, and participation trends to refine program strategy and improve client outcomes.
- Partnered with HR teams and leadership to implement wellness initiatives at scale.
Wellness Coordinator
Cabarrus County
Cabarrus County, USA
05.2009 - 02.2010
- Delivered employee wellness programming and large-scale community health initiatives.
- Coordinated outreach, health education, and multi-site event execution.
Education
MS - Exercise Physiology
University of South Carolina
Columbia, SCBA - Exercise & Sport Science
University of North Carolina
Chapel HillSkills
- Mondaycom
- Microsoft Office Suite
- Technology & process implementation
- UAT coordination & test readiness
- Workflow design & system configuration
- Project planning, scheduling & dependency tracking
- Cross-functional delivery & stakeholder alignment
- Customer training, change management & adoption
- Post-go-live stabilization & optimization
- Platform implementations & operational onboarding
Certification
Certified Clinical Exercise Physiologist – ACSM
Certified Personal Trainer – NASM
Certificate to Teach English as a Foreign Language (CTEFL) – International TEFL Academy
Certified Personal Trainer – NASM
Certificate to Teach English as a Foreign Language (CTEFL) – International TEFL Academy
Timeline
Implementation Specialist II
Aya Healthcare
10.2024 - Current
Implementation Specialist
Aya Healthcare
09.2022 - 10.2024
Account Coordinator
Aya Healthcare
02.2022 - 09.2022
Clinic Account Manager & Program Lead
Synergy Healthcare USA, LLC
01.2016 - 01.2022
Corporate Wellness Specialist
Benefit Controls Companies
09.2010 - 01.2016
Wellness Coordinator
Cabarrus County
05.2009 - 02.2010
MS - Exercise Physiology
University of South Carolina
BA - Exercise & Sport Science
University of North Carolina