Kathryn Garo

Resourceful and adaptive professional combining a strong foundation in managed care customer operations with property management experience and deep research into California's Medi-Cal transformation (CalAIM). Proven track record of managing property logistics, guest/tenant relations, crisis de-escalation, and complex regulatory compliance frameworks. Highly knowledgeable in CalAIM's "Housing Trio" initiatives, housing-first models, and local Sacramento homeless support networks.

Uniquely positioned to bridge the gap between vulnerable clients and private landlords as an impactful, business-savvy Housing Navigator.

CalAIM & Housing Programs Independent Researcher (2025-01 – Present)

• Conducted deep-dive independent research into CalAIM (California Advancing and Innovating Medi-Cal) directives, focusing specifically on Housing Transition Navigation Services, Housing Deposits, and Housing Tenancy and Sustaining Services.
• Analyzed local housing program pilot initiatives and county-level homeless support frameworks to understand systemic barriers faced by vulnerable populations experiencing unhoused status.
• Evaluated the intersection of Managed Care Plans (MCPs), community-based providers, and landlords to identify best practices for tenant retention, risk mitigation, and landlord incentive implementation.

Airbnb Property Manager (2022-01 – 2025-12)

• Managed daily operations, logistics, and turnovers for three residential properties on behalf of a small property manager and realtor.
• Served as the sole point of contact for all occupants, managing check-ins/outs, schedule extensions, and urgent property maintenance requests.
• Utilized strong conflict resolution skills to handle active property issues, guest complaints, and detailed damage assessments while protecting property assets and maintaining positive relations.
• Communicated effectively and empathetically with individuals from diverse socio-economic and cultural backgrounds.

Call Center Representative at Centene Corporation, Inc. (2021-07 – 2022-03)

• Provided high-empathy customer service to a high-volume member and provider base, achieving an exceptional 92% first-call resolution rate.
• Navigated complex health care systems to assist with policy coverages, program changes, billing audits, and insurance verifications within a major Medicaid/Managed Care environment.
• Utilized advanced de-escalation techniques to assist members navigating stressful healthcare crises, successfully minimizing the escalation of formal appeals and grievances.
• Accurately documented sensitive client interactions and updated electronic health/billing records using specialized company CRM software, adhering strictly to Privacy/HIPAA and federal regulations.

High School Diploma with Honors – El Sereno High School (2002)