Summary
Overview
Work History
Education
Timeline
Generic

Laura McKay

Cleveland,TN

Summary

Dynamic professional with extensive experience in quality improvement and compliance within audit environments. Skilled in implementing strategic solutions that drive operational efficiency, mitigate risks, enhance compliance, and foster strong partnerships with clients and stakeholders.

Overview

16
16
years of professional experience

Work History

Quality Review and Audit Senior Supervisor

The Cigna Group
Chattanooga, Tennessee
08.2024 - Current
  • Manages Benefit Installation Audit quality program, ensuring compliance and preventing escalations to senior leadership while also maintaining client trust and operational stability.
  • Lead and manage the end-to-end specialty audit program, encompassing triage, Live Client Monitoring, Super Audit, and BIA audits. This is done by driving quality improvements, mitigating risk, and ensuring alignment with client and organizational standards and intent.
  • Supervised the implementation of dynamic operational database routing for Live Client Monitoring audits, resulting in faster turnaround times, as well as improved communication with our implementation partners
  • Created a full-scale redesign of both the quality calibration and audit monitoring programs to improve efficiency and outcomes. This was accomplished through SOP redesign, organizational SharePoint creation, daily monitoring for each team, and monthly reporting and scoring for all Quality supervisors.
  • Completed extensive WRIKE training to obtain Admin-level access and
    develop project builds that enhance BIA reporting, intake ability, and support ongoing trend analysis.
  • Leveraged data trending and analysis to identify performance patterns, determine root causes, and pinpoint error origination, driving continuous long-term quality improvement.

Quality Review and Audit Supervisor

The Cigna Group
Chattanooga, Tennessee
08.2022 - 08.2024
  • Led and managed a claim inspection audit team, ensuring accuracy, consistency, and adherence to internal quality and compliance standards.
  • Oversaw and maintained the Proclaim test environment inventory, providing reporting and visibility to senior leadership to support audit readiness and system integrity.
  • Partnered with offshore audit teams by providing guidance, clarification, and ongoing support to ensure alignment with audit protocols and expectations.
  • Maintained internal SharePoint sites and quality tools to ensure audit documentation, training materials, and resources remained current and accessible.
  • Collaborated with technical coaches to align audit findings with training initiatives and continuous improvement efforts.
  • Managed team administrative functions including timesheet review and PTO tracking to support operational continuity.

Senior Quality Review and Audit Analyst

The Cigna Group
Chattanooga, Tennessee
08.2016 - 08.2022
  • Served on top-performing audit team within quality department, acting as the final quality checkpoint for high-profile national accounts prior to live claim release.
  • Ensured all benefit configurations, contracts, and supporting documentation were accurate, consistent, and compliant with client requirements, state and federal mandates, and Cigna standards.
  • Led client-facing audit calls for select accounts, representing quality findings and partnering with third party auditors as needed.
  • Conducted comprehensive, cross-platform reviews to identify discrepancies, defects, or misalignments.
  • Managed multiple client implementations simultaneously, balancing competing priorities across implementation managers, internal partners, and external clients.
  • Served as a subject matter expert resource for the quality review process, supporting both audit execution and team knowledge development.

Quality Review and Audit Analyst

The Cigna Group
Chattanooga, Tennessee
02.2012 - 08.2016
  • Conducted a comprehensive quality review for medical account structure, plan provisions, and benefit build to ensure accurate claim configuration prior to live claim release.
  • Validated benefit setup, consistency between internal source documentation, client intent, and regulatory requirements.
  • Tested complex claim scenarios in test environment to proactively identify defects and mitigate downstream customer impact
  • Ensured adherence to internal quality standards, compliance regulations, and applicable state and federal regulations.
  • Provided detailed audit findings and actionable feedack to implementation and cross-functional partners to support successful client launches

Temporary Quality Review and Audit Analyst

Kelly Services
Chattanooga, Tennessee
08.2011 - 02.2012
  • Conducted a comprehensive quality review for medical account structure, plan provisions, and benefit build to ensure accurate claim configuration prior to live claim release.
  • Validated benefit setup, consistency between internal source documentation, client intent, and regulatory requirements.
  • Tested complex claim scenarios in test environment to proactively identify defects and mitigate downstream customer impact
  • Ensured adherence to internal quality standards, compliance regulations, and applicable state and federal regulations.
  • Provided detailed audit findings and actionable feedack to implementation and cross-functional partners to support successful client launches

Contracted Auditor and Records Management

CJ Enterprises
Oak Ridge, Tennessee
06.2010 - 08.2011

Records Management Audit for Department of Energy

  • Input waste container records found into government database (roughly 7,000)
  • Record investigation on remaining containers
  • Provided end to end reporting for audit findings
  • Organized final findings, paperwork, and documentation to be properly stored in Washington DC upon closure of audit

Education

Certificate - Accelerated Management Program

Yale University
Online
04.2025

Bachelor of Science - Christian Ministries

Lee University
Cleveland, Tennessee, TN
08.2009

High School Diploma -

Roane County High School
Kingston, TN
05.2005

Timeline

Quality Review and Audit Senior Supervisor

The Cigna Group
08.2024 - Current

Quality Review and Audit Supervisor

The Cigna Group
08.2022 - 08.2024

Senior Quality Review and Audit Analyst

The Cigna Group
08.2016 - 08.2022

Quality Review and Audit Analyst

The Cigna Group
02.2012 - 08.2016

Temporary Quality Review and Audit Analyst

Kelly Services
08.2011 - 02.2012

Contracted Auditor and Records Management

CJ Enterprises
06.2010 - 08.2011

Certificate - Accelerated Management Program

Yale University

Bachelor of Science - Christian Ministries

Lee University

High School Diploma -

Roane County High School

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Laura McKay