Sebastian Fabra

Medical and Scheduler Agent

Gaspy Home Healthcare

Mar 2025 - Nov 2025 (9 months)

• Coordinated and scheduled home healthcare visits for wound care, physical therapy, and specialized services based on patient needs and provider availability.
• Managed insurance authorization processes and ensured documentation compliance for timely patient care.
• Communicated with PCP offices to track, update, and verify new and existing medical orders.
• Referred patients to the Supplies department to ensure delivery of necessary medical equipment and materials.
• Proactively resolved scheduling conflicts and collaborated with patients, healthcare professionals, and internal teams.

Medical Support Agent (UHC)

TTEC

Oct 2024 - Jan 2025 (4 months)

• Provided compassionate assistance to patients, answering inquiries and guiding through benefit and claims processes.
• Ensured accurate insurance verification and documentation for timely authorizations and billing resolutions.
• Utilized CRM and EHR systems to maintain HIPAA compliance and streamline communications.
• Educated patients about their health plans, coverage options, and available resources to maximize understanding and reduce confusion.
• Facilitated direct communication between patients, healthcare professionals, and insurance representatives to resolve escalated concerns.

Technical Support Agent

Atlantic International BPO

Apr 2020 - Oct 2024 (4 years 7 months)

• Provided technical support for Acer products through inbound calls and live chat.
• Diagnosed and resolved software and hardware issues, guiding customers step-by-step.
• Documented all troubleshooting processes in CRM systems for accurate follow-up and reporting.
• Delivered remote assistance for device configuration, updates, and warranty inquiries.
• Consistently achieved high customer satisfaction scores by delivering efficient and empathetic service.
• Escalated complex technical cases to higher-level support teams while ensuring timely communication.
• Conducted follow-ups to confirm issue resolution and gather feedback for service improvement.

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Bilingual Medical Transportation Agent

Soft G Net

Jan 2019 - Feb 2020 (1 year 2 months)

• Managed medical transport reservations for patients throughout Florida, confirming logistics and scheduling details.
• Addressed drivers’ concerns and resolved logistical problems to avoid delays.
• Communicated with healthcare providers, patients, and transportation teams to coordinate safe travel arrangements.
• Assisted with medical documentation and insurance verification for transport authorization.
• Maintained service standards by delivering clear instructions and support in both English and Spanish.
• Tracked and reported transport outcomes, contributing to improved departmental efficiency.

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Bilingual Agent

Sykes Colombia

Dec 2018 - Dec 2019 (1 year 1 month)

• Handled customer inquiries and service issues for the AT&T campaign via phone and chat channels.
• Performed sales tasks by recommending suitable products and services, exceeding campaign targets.
• Provided technical troubleshooting for telecom services, resolving connectivity and device issues.
• Maintained high service quality and compliance with company and regulatory standards.
• Developed strong communication and problem-solving skills through daily customer interaction.
• Utilized CRM tools to manage customer profiles, document interactions, and monitor resolutions.

About

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Résumé

Sebastian Fabra

About

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Behavioral traits