Open to opportunities

Joy Carr

@joycarr

Senior healthcare advocate who resolves complex claims and delivers compliant, patient-centered support through data-driven service.

United States

Message

What I'm looking for

I’m looking for a role where I can be a trusted single-point-of-contact, resolve complex customer or member issues, and use data analysis with strict HIPAA/compliance to improve outcomes, speed, and service quality.

I’m a senior healthcare advocate who serves as a single-point-of-contact, answering member questions and resolving issues end-to-end. I explain benefits clearly, including how claims are processed, while using CPT and ICD-10 codes to determine whether services are covered.

In my work with CVS Health/Aetna, I provide claim status updates, benefit coverage interpretations, and plan eligibility guidance. I reprocess claims, escalate issues for grievances and appeals, and move work through multiple databases to keep outcomes accurate and timely.

Earlier, I worked as an Unemployment Insurance Analyst/Hearing & Determination Specialist at Equifax/TALX (remote), where I prioritized and analyzed unemployment claims and determinations. I interpreted and applied state laws and regulations based on separation details, responded with pertinent information within strict timeframes, and documented case findings for future review.

I also bring a strong customer-service and operations foundation from roles including SEO Graphic Design Department Supervisor and Certified Medical Assistant. I’ve led SEO strategy (keyword research, link building, analytics), trained teams, and maintained HIPAA-compliant medical records—always focused on precision, compliance, and clear communication.

Experience

Work history, roles, and key accomplishments

Sr. Healthcare Advocate

CVS Health/Aetna

Nov 2022 - Apr 2023 (5 months)

Served as a single-point-of-contact for members, answering benefit and claims questions while determining coverage using CPT/ICD-10 coding. Reprocessed claims, escalated issues for grievances and appeals, and coordinated with physician offices on billing and balance billing concerns.

Healthcare Advocacy Claims Processing CPT Coding ICD 10 Coding Grievances And Appeals Database Management Member Eligibility Verification

Unemployment Insurance Analyst

Equifax/TALX Corporation

Aug 2015 - Jan 2022 (6 years 5 months)

Provided client and state-agency support by prioritizing unemployment claims and reviewing case facts to determine appropriate action. Interpreted and applied state laws and regulations for determinations, and documented outcomes within required timeframes.

Case Analysis Customer Service Document Review Data Entry

SEO Graphic Design Supervisor

Eagle Publications

Jan 2013 - May 2014 (1 year 4 months)

Developed and executed SEO strategies to improve website visibility and drive organic traffic. Led keyword research, performance analysis, link-building, team mentorship, and retained revenue by managing web and client services internally.

SEO Strategy Keyword Research Web Analytics Link Building Performance Tracking Mentorship

Certified Medical Assistant

Heartland Healthcare of Collinsville

Aug 2010 - Sep 2012 (2 years 1 month)

Provided clinical and administrative support including patient intake, vitals, room preparation, and assistance during procedures while maintaining HIPAA-compliant records. Managed scheduling and billing, obtained insurance preauthorizations for services and medications, collected specimens, and administered medications as directed.

HIPAA compliance Patient Intake Records Management Scheduling Insurance Authorization

Education

Degrees, certifications, and relevant coursework

Southwestern Illinois College

Medical Assistant Certificate, Medical Assisting

Activities and societies: Dean’s List and Vice President’s List recognition.

Earned a Medical Assistant Certificate after completing 96 credit hours at Southwestern Illinois College, graduating in May 2010. Recognized on the Dean’s List and Vice President’s List.