Miranda Egan
Lisbon
Summary
Seasoned Lead Quality Assurance Analyst with 17 years in the medical billing field. Proven ability in indentifying billing errors, and finding areas of improvement that increase product quality. Strong leadership skills showcased by effectively managing QA teams to ensure adherence to best practices and standards. Previous role resulted in significant improvements in product quality leading to greater customer satisfaction.
Overview
19
19
years of professional experience
Work History
Lead Quality Assurance Analyst
Optum Health United Health Care
Lewiston
12.2011 - 08.2025
- Audited all billing functions: Accounts Recievable, Payment Posting, Refunds and Patient Services
- Collaborated with teams to develop quality assurance protocols and standards.
- Reviewed compliance with regulatory requirements for healthcare practices and policies.
- Identified process improvements through systematic analysis of service delivery issues.
- Trained staff on best practices in quality assurance and regulatory compliance.
- Documented findings and created reports for management review and action planning.
- Monitored ongoing performance metrics to ensure alignment with quality standards.
- Provided technical guidance and mentorship to junior members of the QA team when needed.
- Attended regular meetings with cross-functional teams to discuss project progress updates.
- Monitored production systems regularly to identify any potential bugs or issues.
- Identified, investigated and documented defects in the system.
- Assisted in creating documentation related to QA processes such as Test Plans and Reports.
- Verified accuracy of data entry into databases and ensured data integrity throughout the system.
- Actively participated in brainstorming sessions related to automation strategies for future projects.
- Contributed ideas for improvement in existing QA processes based on industry best practices.
- Prepared reports to communicate results of quality inspection activities to management.
- Collaborated with management to discuss effective plans for resolving major quality problems.
- Consulted with management and personnel to educate on QA standards.
- Maintained accurate records of quality reports, statistical reviews, and relevant documentation.
- Implemented quality control tools and methodologies to enhance product quality and reduce defects.
- Led internal audits to identify areas for improvement and ensure adherence to quality management systems.
- Reason for leaving: reduction in force layoff
Accounts Receivable Representative
Anodyne Health
Falmouth
02.2008 - 03.2010
- Processed incoming payments and recorded transactions in financial systems.
- Managed customer accounts and resolved billing inquiries promptly.
- Established payment plans with clients to facilitate timely collections.
- Researched and resolved discrepancies in customer accounts.
- Processed customer payments accurately and timely.
- Identified delinquent accounts requiring collection action.
- Conducted periodic reviews of Accounts Receivable Aging report for accuracy.
- Maintained detailed records of all accounts receivable transactions.
- Reconciled customer accounts and resolved discrepancies.
- Reason for leaving: reduction in force layoff
Customer Service Representative
McKesson Atlantic Healthcare
Westbrook
05.2006 - 02.2008
- Assisted customers with inquiries and resolved product-related issues.
- Managed order processing and ensured accurate shipment of medical supplies.
- Documented customer interactions in the CRM system for future reference.
- Provided product information and support to healthcare providers and patients.
- Handled escalated customer complaints with professionalism and empathy.
- Participated in team meetings to discuss service improvements and best practices.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Resolved customer complaints promptly and efficiently.
- Reason for leaving: office was closing
Education
Science -
Southern Maine Community College
South Portland, ME, USDiploma -
Old Orchard Beach High School
USSkills
- Research
- Documentation review
- Accounts Receivable
- Computer skills
- Medical terminology
- Medical records
- Microsoft Outlook
- ICD-9
- Medicare
- Leadership
- Data analysis skills
- Epic
- ICD-10
- Medical office experience
- Microsoft Office
- Quality Assurance
- Quality control
- Data Analysis
- HIPAA
- Supervising experience
- EMR systems
- MMIS
- Medical billing
- Microsoft SharePoint
- Centricity
- Revenue cycle management
- Medical coding
- Medical collection
- Customer service
- Microsoft Excel
- Windows
- Regulatory compliance
- Process improvement
- Data integrity
- Audit coordination
- Customer relationship management
- Technical documentation
- Performance monitoring
- Cross-functional collaboration
- Staff training
- Problem solving
- Attention to detail
- Effective communication
- Report preparation
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Lead Quality Assurance Analyst
Optum Health United Health Care
12.2011 - 08.2025
Accounts Receivable Representative
Anodyne Health
02.2008 - 03.2010
Customer Service Representative
McKesson Atlantic Healthcare
05.2006 - 02.2008
Science -
Southern Maine Community College
Diploma -
Old Orchard Beach High School