EMILY GLASS
Inver Grove Heights
Summary
Customer experience professional with strong background in enhancing customer satisfaction and loyalty. Adept at resolving issues, managing high-stress situations, and implementing effective solutions. Strong focus on team collaboration and achieving results. Skilled in communication, problem-solving, and relationship-building, with keen understanding of customer needs.
Overview
20
20
years of professional experience
Work History
CUSTOMER EXPERIENCE REPRESENTATIVE
ALLINA HEALTH
Minneapolis, MN
10.2025 - Current
- Partnered with departments to address customer requests efficiently, improving overall customer satisfaction.
- Coordinated patient scheduling for appointments, prescription refills, and communication with providers to enhance service delivery.
- Verified accuracy of patient records in electronic health systems and databases, ensuring compliance and data integrity.
CAREGIVER
INDEPENDENT CONTRACTOR
INVER GROVE HEIGHTS, MN
04.2021 - 10.2025
- Administered medications and monitored health conditions to ensure adherence to healthcare provider directives.
- Coordinated medical appointments and provided transportation support to ensure clients received timely access to essential healthcare services.
- Facilitated mobility and transportation for clients to doctor visits and errands, promoting their independence and quality of life.
SHORT TERM DISABILITY CASE MANAGER
SUN LIFE FINANCIAL
Edina, MN
11.2020 - 04.2021
- Managed short-term disability claims from initiation to resolution, ensuring adherence to company policies and streamlined claims handling.
- Evaluated medical documentation to determine eligibility and coordinated necessary services for claimants, facilitating smoother claims experiences.
- Processed claim payments accurately, enhancing client support through timely disbursements.
CLAIMS ANALYST/CUSTOMER SERVICE REPRESENTIVE
SUN LIFE FINANCIAL
Edina, MN
11.2006 - 11.2020
- Managed appeals and Department of Insurance complaints and prepared quarterly reports.
- Processed customer benefit questions and claim inquiries
- Delegated daily appeals to team members based on claim priority, ensuring efficient processing of high-impact cases.
- Performed monthly department audits, weekly team audits, daily claim production, and weekly phone statistics reporting.
- Collaborated on projects to improve processing guidelines
- Assisted IT with software system integration testing
- Developed training manual for auditing procedures to standardize practices and enhance team understanding.
Education
Associate in Science Degree - Paralegal
INVER HILLS COMMUNITY COLLEGE
INVER GROVE HEIGHTS, MNSkills
- Customer service
- Call center experience
- Issue resolution
- Appointment scheduling
- Excellent time management
- Microsoft Office and Epic proficiency
- Skilled at conflict resolution
- Audit reporting
Timeline
CUSTOMER EXPERIENCE REPRESENTATIVE
ALLINA HEALTH
10.2025 - Current
CAREGIVER
INDEPENDENT CONTRACTOR
04.2021 - 10.2025
SHORT TERM DISABILITY CASE MANAGER
SUN LIFE FINANCIAL
11.2020 - 04.2021
CLAIMS ANALYST/CUSTOMER SERVICE REPRESENTIVE
SUN LIFE FINANCIAL
11.2006 - 11.2020
Associate in Science Degree - Paralegal
INVER HILLS COMMUNITY COLLEGE