Nia Martin
Jacksonville,FL
Summary
Multidisciplinary professional with 10+ years of experience spanning human resources, healthcare coordination, payroll & benefits, and quality assurance. Adept at managing end-to-end grievance resolution, ensuring HR compliance, enhancing operational workflows, and supporting strategic initiatives across healthcare and corporate settings. Proven ability to drive process improvements, ensure regulatory compliance (HIPAA, labor law), and maintain high service standards. Recognized for a data-driven, solutions-oriented approach and strong cross-functional collaboration.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Business Grievance Analyst (Contract)
Convey Health Solutions
10.2024 - 04.2025
- Resolved complex grievances in compliance with CMS and internal policy, maintaining 100% audit compliance.
- Conducted root cause analysis to identify trends, reduce repeat issues, and improve member satisfaction.
- Partnered with compliance, legal, and customer service to resolve cases within strict timeframes.
- Prepared case documentation for internal and external audits.
Payroll, Benefits & HR Specialist (Contract)
Gusto
05.2024 - 09.2024
- Processed biweekly payroll and managed benefits for 100+ employees across multiple states.
- Supported onboarding, compliance, and employee queries related to HR policies and procedures.
- Ensured adherence to local, state, and federal laws in payroll and benefits administration.
Patient Care Coordinator
UnitedHealth Group
01.2021 - 05.2024
- Scheduled and managed patient appointments, verified insurance eligibility, and maintained HIPAA-compliant EHRs.
- Implemented workflow improvements that streamlined case coordination and reduced administrative bottlenecks.
- Collaborated with healthcare providers to ensure accurate execution of treatment plans.
Call Center Quality Assurance Specialist
Frontier Communications
05.2015 - 12.2020
- Monitored calls and documented QA metrics to improve service quality and reduce error rates by 20%.
- Trained new QA specialists and created documentation to ensure consistent evaluation standards.
- Provided feedback to teams to drive continuous service delivery improvement
Human Resources Assistant
Achievement Centers for Children & Families
07.2011 - 04.2015
- Supported full-cycle recruitment, managed employee files, coordinated interviews, and conducted onboarding.
- Drafted HR correspondence, maintained compliance documentation, and supported LOA and performance reviews.
Education
Master of Science - Public Health
Southern New Hampshire University
Hooksett, NH09-2026
Bachelor of Science - Business Administration And Management
Southern New Hampshire University
Hooksett, NH09-2024
Skills
- HR Operations
- Benefits Administration
- Payroll Processing
- HRIS (ADP, Gusto)
- Applicant Tracking Systems (ATS)
- FMLA, FLSA, ADA Compliance
- OSHA Awareness
- Employee Onboarding
- Employee Relations
- Job Classification & Compensation
- Leave of Absence Management
- Policy Implementation
- HR Documentation
- Patient Care Coordination
- HIPAA Compliance
- Electronic Health Records (EHR)
- Medical Data Entry
- Insurance Verification
- Healthcare Administration
- CMS Grievance Procedures
- Member Advocacy
- Grievance Resolution
- Root Cause Analysis (RCA)
- Case Management
- Call Monitoring
- Quality Auditing
- Process Improvement
- Compliance Audits
- Regulatory Reporting
- Trend & Gap Analysis
- Microsoft Excel (Pivot Tables, VLOOKUP)
- Google Workspace
- CRM Systems (eg, Salesforce, Zendesk)
- Data Analysis
- Performance Metrics
- Workflow Optimization
- Knowledge Transfer & Training
- Conflict Resolution
- Time Management
- Cross-Functional Collaboration
- Customer Experience (CX)
- Verbal & Written Communication
- Detail-Oriented
- Process Documentation
Accomplishments
- Top Performer – Convey Health: 100% audit compliance during contract term
- Process Improvement Task Force – Frontier: Reduced call handling errors by 20%
- QA Task Force Lead – Led initiatives improving call center KPIs
- Process Improvement Committee Member – Drove cross-functional operational enhancements
Certification
- HIPAA Compliance Certification
- Quality Assurance & Call Monitoring
- Customer Experience (CX) Fundamentals
Timeline
Business Grievance Analyst (Contract)
Convey Health Solutions
10.2024 - 04.2025
Payroll, Benefits & HR Specialist (Contract)
Gusto
05.2024 - 09.2024
Patient Care Coordinator
UnitedHealth Group
01.2021 - 05.2024
Call Center Quality Assurance Specialist
Frontier Communications
05.2015 - 12.2020
Human Resources Assistant
Achievement Centers for Children & Families
07.2011 - 04.2015
Master of Science - Public Health
Southern New Hampshire University
Bachelor of Science - Business Administration And Management
Southern New Hampshire University
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