Milbert S.
Mid-Level Remote Workforce Scheduler
Open to offersNew to PlatformAbout
Milbert S., a Certified Lean Six Sigma Green Belt with 11 years of experience in the BPO and remote operations sector, is renowned for his expertise in workforce management across the US and Australian markets. Based in Quezon City, Philippines, he has developed specialized skills in RCM, NDIS, healthcare, and telecommunications. In his current role as a Rostering Coordinator with Priority Hire in Sydney, Milbert is responsible for managing staff rosters in accordance with participant care plans and service agreements, ensuring optimal shift coverage, and collaborating closely with support staff. Previously, he has successfully supported workforce operations at At Home Care and held managerial positions at R1 RCM and Concentrix, where his skills in process optimization and escalations management were instrumental. Milbert holds an EF SET English Certificate at the C2 Proficient level, ensuring effective communication across diverse professional settings. His commitment to continuous improvement is evident in his participation in professional development activities and adherence to industry standards.
Experience
Rostering Coordinator
Priority Hire · 2025 — PresentMaintained and managed staff rosters according to participant care plans and service agreements. Ensured appropriate staffing for shifts based on skills mix and participant needs. Liaised daily with Disability Support Workers, clients, and service providers. Oversaw the publication of future rosters at least two weeks in advance. Monitored staff hours and shift coverage, including during planned leave, and participated in after-hours/on-call rotation. Documented communications and rostering activities using scheduling platforms and Microsoft Office. Delivered customer service to internal and external stakeholders and managed staffing issues professionally.Workforce Scheduler
At Home Care · 2024 — 2025Created and managed employee schedules, ensuring optimal staffing levels and adjusting schedules as needed. Coordinated with department managers to resolve scheduling conflicts and prepared reports on workforce metrics. Monitored attendance and adherence to shift schedules while managing rostering requests during on-call periods. Built rosters with qualified Support Workers and repaired rosters promptly when absences occurred. Communicated between support workers and the office team while reporting on client issues and care team performance.Sr. Ops Analyst | POC - Revenue Cycle Management (RCM)
R1 RCM · 2023 — 2024Led a team of 12 Healthcare Advocates and provided advice on account-related matters. Coordinated with the Team Leader to ensure metric attainment and monitored team attendance daily. Implemented specific account guidelines while ensuring follow-up on metric scores. Attended operational meetings focused on performance improvement and acted as an interim process trainer for Authorization Chase. Oversaw daily volume cases and tracked productivity goals, while verifying authorizations from payer/insurance providers.Escalations Manager, Operations
Concentrix · 2022 — 2022Led and developed solutions planning throughout the product lifecycle, ensuring adherence to pricing strategies and service delivery processes. Represented services on core product teams and contributed to product development stages, conducting business analysis to identify improvements. Coordinated across teams to implement new services aimed at meeting customer needs and driving growth. Provided mentorship to peers and maintained communication with key stakeholders regarding escalation status, ensuring timely closure of cases.Tier 3 Support Engineer
CSS Corp ICT Services · 2020 — 2022Utilized extensive knowledge of complex operating systems to support workstations and networks. Conducted meetings with accounts and trained field specialists and customer instructors. Maintained accurate records within a learning management system for training sessions and ensured timely and efficient handling of Technical Support Services inquiries while resolving customer complaints.Sr. Specialist
TP · 2019 — 2020Served as a resource for team members, handling escalated calls and resolving complex customer issues. Provided guidance on consumer-driven healthcare topics and assisted customers with appointment scheduling. Facilitated navigation of company websites while promoting self-sufficiency with tools.Tier 2 Support
TTEC · 2015 — 2019Handled escalated concerns through phone, email, chat, or web while facilitating the onboarding of new hires. Managed the processing of refunds and reimbursements.
Skills & Expertise
Education
- Research and Development Management, Risk Analysis for Project ManagementUniversity of the Philippines Open University
- Operations ManagementLondon School of Business Administration
- Information TechnologySaint John Bosco Institute of Arts and Sciences