Marissa Buttler
Carmichael
Summary
Results-driven Business Process and Quality Analyst with expertise in conducting audits and ensuring adherence to workflows. Skilled in developing quality improvement plans that enhance patient experience and elevate customer service standards. Background as a Medical Assistant provides strong knowledge in anatomy, physiology, and medical terminology, alongside proficiency in HCPCS/CPT coding and patient check-in procedures. Recognized for adaptability and commitment to maintaining high standards of patient confidentiality and care.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Business Process & Quality Analyst
UCSF Health, Contact Center
01.2025 - Current
- Perform audits and measure adherence to workflows and guidelines
- Monitor employee performance through the review of assigned contacts
- Assess and aggregate data for opportunities of improvement
- Investigate error tickets, analyze error data, and report error trends
- Develop recommendations for improvement plans and coaching opportunities
- Work in conjunction with stakeholders to update training materials, standard work, and quality tools
- Participate in design sessions for the Contact Center as needed, centered on advancing and elevating patient access and customer service
- Provide critical summary data to drive improvements to main areas of opportunity in alignment with the strategic plan for the UCSF Health Contact Center
Quality Assurance Analyst
UC Davis Health System, Patient Contact Center
05.2021 - 01.2025
- Achieved quality standards by performing routine audits on inbound calls.
- Identified improvement opportunities through data assessment for the Patient Contact Center.
- Accurately collected and managed data using Excel for analysis purposes.
- Evaluated employee performance by monitoring inbound contact interactions regularly.
- Collaborated with team members to pinpoint training opportunities within the Patient Contact Center.
- Analyzed quality reports, communicating trends and opportunities to management effectively.
Medical Office Service Coordinator III
UC Davis Health System, Rocklin, CA
07.2019 - 05.2021
- Secured timely authorizations for medical services using HCPCS/CPT coding.
- Ensured patient appointments scheduled promptly by following up on pending requests.
- Facilitated referrals by faxing orders to external providers for testing and equipment.
- Verified authorization status for each appointment in specialty department schedules.
- Registered patients and performed insurance verification before scheduling appointments.
- Promoted effective communication and problem-solving with MOSC staff and medical personnel.
Medical Office Service Coordinator II
UC Davis Health System, Rocklin, CA
03.2015 - 07.2019
- Streamlined patient registration processes by updating insurance and scheduling appointments.
- Facilitated patient check-ins and efficiently collected copays as required.
- Coordinated specialty referrals through the DAR to enhance patient care.
- Verified insurance eligibility prior to appointments to ensure coverage and minimize delays.
- Maintained patient confidentiality while supporting clinic team communication and problem-solving efforts.
Medical Assistant
Spine & Nerve Diagnostic Center, Sacramento, CA
01.2011 - 03.2015
- Monitored vital signs, ensuring patient safety and comfort during care.
- Obtained comprehensive patient medical and drug history for accurate treatment planning.
- Maintained a clean and safe environment to promote patient health and well-being.
- Performed clerical tasks, including data entry, phone management, and filing.
- Assisted in sterile epidural injection procedures, contributing to patient pain management.
- Collected and processed lab specimens for routine drug screening and analysis.
Education
Bachelor of Healthcare Administration - Patient Safety & Quality
Southern New Hampshire University
02-2027
AAS - Medical Assisting
Heald College
Roseville, CA01.2010
Skills
- Analyzing data to enhance processes and quality
- Adept at delivering data insights to leadership
- Skilled in maintaining confidentiality standards
- Proficient in reviewing medical records
- In-depth understanding of medical terminology
- Proficient in managing insurance authorization processes
- Skilled in patient registration
- Comfortable working in a fast-paced environment
- Patient-focused care
- Passionate about quality and patient satisfaction
- Effective communication skills with direct team, patients, and providers
- Ability to stay calm in stressful situations
- Efficient and reliable team member
- Proficient in Epic software, SharePoint, Microsoft Word, Excel, and PowerPoint
- Skilled in Salesforce reporting using OSCAR platform
- Thorough knowledge of business and process analysis functions
- Experienced on a multi-line phone system
- Experience working with Calabrio software for data and reporting
- Knowledgeable in Genesys telephone system
- Highly organized fast learner
- Knowledge of referrals processing and scheduling
- Ability to multi-task and prioritize job duties
Certification
Analytical Skills Development Certificate, UC Learning course 2022
Timeline
Business Process & Quality Analyst
UCSF Health, Contact Center
01.2025 - Current
Quality Assurance Analyst
UC Davis Health System, Patient Contact Center
05.2021 - 01.2025
Medical Office Service Coordinator III
UC Davis Health System, Rocklin, CA
07.2019 - 05.2021
Medical Office Service Coordinator II
UC Davis Health System, Rocklin, CA
03.2015 - 07.2019
Medical Assistant
Spine & Nerve Diagnostic Center, Sacramento, CA
01.2011 - 03.2015
AAS - Medical Assisting
Heald College
Bachelor of Healthcare Administration - Patient Safety & Quality
Southern New Hampshire University