Holli Matsuda
Holli Matsuda is a seasoned customer service and training professional with over 20 years of experience in fast-paced, deadline-driven environments. Known for her detail-oriented approach and ability to multitask effectively, Holli consistently delivers exceptional customer satisfaction. She is a dependable self-starter, highly motivated, and a quick learner, with a proven proficiency in business communication and client engagement.
Currently, Holli serves as a Senior Professional Trainer at Gainwell Technologies, where she plays a key role in implementing solutions for state Medicaid programs, including Alaska’s Patient Access and Interoperability initiative. In her role, she ensures secure and reliable member access to healthcare data while supporting providers with compliance, education, and outreach efforts. Prior to this, she contributed significantly to the Medi-Cal Pharmacy Services program, providing on-site support, training, and guidance to healthcare providers throughout California.
Holli began her career at Kaiser Permanente, where she spent over two decades as an Enroller, developing expertise in customer service, regulatory compliance, and enrollment processes. She holds a degree in Marketing and Communication from Folsom Lake College and continues to expand her professional skills through certifications in leadership, adaptability, and technology tools. Passionate about helping others and fostering teamwork, Holli combines her extensive experience with a commitment to continuous learning and excellence in service delivery.
• Leadercamp on-demand: Adapting to Change with Ease
• Creating & Opening Notebooks in OneNote Windows 10
• Expanding Your Communication Skill Set
• New Project Manager Essentials
• Preparing a Great Virtual Presentation
• Folsom Lake College - AA
What do you attribute your success to?
I attribute my success to a strong attention to detail, consistent follow-through, and a genuine desire to help others succeed. I take pride in making complex information easy to understand and in developing training programs that are practical and effective for day-to-day operations.
I have been in my field for nearly 30 years, beginning my career as a medical assistant at Kaiser Permanente, where I spent 26 years working directly in healthcare. That experience naturally led me into training and instructional roles, and I eventually transitioned to Gainwell Technologies, focusing fully on instructional design and Medicaid training.
My primary areas of expertise are training, instructional design, and Medicaid-related operations. I specialize in creating SOPs, process documentation, and engaging training programs across 11 different work streams, always emphasizing clarity, structure, and learner-friendly design, particularly in PowerPoint-based training materials.
What’s the best career advice you’ve ever received?
The best career advice I’ve ever received came from mentors who emphasized the importance of clear communication, thorough documentation, and training that truly supports employees. One key lesson I’ve carried throughout my career is that effective training isn’t just a process—it directly improves outcomes for teams, clients, and the organization as a whole.
What advice would you give to young women entering your industry?
My advice to young women entering this industry is to stay informed, stay organized, and ask questions fearlessly. Details matter, so take the time to learn your systems, stay curious, and don’t be afraid to speak up when something doesn’t make sense. I also emphasize patience and continuous growth—confidence develops naturally with experience.
What are the biggest challenges or opportunities in your field right now?
One of the biggest challenges in my field is keeping up with constantly evolving Medicaid regulations, processes, and technology, while ensuring consistency across multiple work streams. At the same time, there are exciting opportunities to enhance virtual training, develop more human-centered digital learning experiences, and advance instructional design standards in healthcare-related environments.
What values are most important to you in your work and personal life?
The values that are most important to me in both my work and personal life are accuracy, dependability, compassion, and a commitment to continuous learning. Outside of work, I prioritize family, meaningful experiences, and maintaining balance, enjoying activities like skiing, camping, and traveling with my fiancé.
Locations
Gainwell Technologies
Folsom, CA 95630