Celina Mercado
Bloomfield,NJ
Summary
Results-driven healthcare and operations professional with 10+ years of experience in team leadership, administrative operations, and talent management. Proven ability to supervise staff, streamline workflows, and improve service delivery in fast-paced environments. Skilled in employee development, compliance, and cross-functional coordination. Seeking a Supervisor role to drive team performance and operational excellence.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Emergency Room Unit Clerk
2024.02 - Current
- Coordinate front-line operations in a high-volume emergency department, ensuring efficient patient flow and communication between care teams.
- Serve as a central liaison between physicians, nurses, patients, and families to support timely care delivery.
- Manage patient intake, documentation, and scheduling with a focus on accuracy and compliance.
- Support department efficiency by tracking patient throughput, bed assignments, and transport coordination.
- Contribute to daily operational meetings (huddles) and assist with performance tracking and process improvements.
ICR 2 Team Lead (Remote)
Humana
2021.09 - 2023.04
- Led a remote team in delivering high-quality customer service while meeting strict CMS, Medicare, and compliance standards.
- Monitored team performance metrics (AHT, satisfaction, compliance) and coached staff to improve outcomes.
- Resolved escalated member concerns and implemented solutions to reduce repeat inquiries.
- Ensured adherence to policies, procedures, and regulatory guidelines.
- Promoted a culture of accountability, efficiency, and customer-focused service.
Talent Acquisition Specialist Team Lead (Remote)
The New Jewish Home
2015.02 - 2021.08
- Supervised recruitment operations, managing full-cycle hiring for multiple departments.
- Led sourcing, screening, and interviewing of 60+ candidates monthly.
- Reviewed 150+ applications and background checks to ensure quality hires.
- Partnered with hiring managers to align staffing strategies with business needs.
- Managed recruiting budgets and negotiated contracts with vendors.
- Mentored junior recruiters and supported onboarding initiatives to improve retention.
Patient Care Associate
Mount Sinai Hospital
2012.01 - 2015.01
- Supported clinical teams by monitoring patient conditions and reporting critical updates.
- Assisted in patient care, mobility, and daily activities to ensure safety and comfort.
- Maintained compliance with healthcare regulations and confidentiality standards.
- Collaborated with multidisciplinary teams to enhance patient outcomes.
Administrative Assistant (Contract)
The Guidance Center
2011.05 - 2011.09
- Managed front office operations, including scheduling, phone systems, and data tracking.
- Improved document organization through implementation of efficient filing systems.
- Supported onboarding and administrative training for new hires.
Medical Assistant / Office Lead
St. Johns Medical Center
2005.01 - 2011.04
- Supervised a team of 10 staff members, delegating tasks and ensuring workflow efficiency.
- Trained and onboarded new employees on policies and procedures.
- Managed inventory and departmental budgets (~$5,000 monthly).
- Oversaw administrative and clinical support functions, including insurance verification and patient coordination.
- Enforced company policies and handled disciplinary actions when necessary.
Education
High School Diploma -
Lehman High School
2003-06
Undergraduate - Health Sciences
Union County College
2027-04
Skills
- Team Leadership & Staff Development
- Operations Management
- Communication & Interpersonal Skills
- Time & Calendar Management
- Business Administration
- Analytical Problem Solving
- Customer Support & Conflict Resolution
- Recruiting & Talent Acquisition
- Process Improvement
- Compliance (HIPAA, CMS, Medicare)
Certification
Certification 9/2011-11/2011 Certification in Phlebotomy and EKG- ABC Training
Languages
Spanish
Native or Bilingual
Timeline
Emergency Room Unit Clerk
2024.02 - Current
ICR 2 Team Lead (Remote)
Humana
2021.09 - 2023.04
Talent Acquisition Specialist Team Lead (Remote)
The New Jewish Home
2015.02 - 2021.08
Patient Care Associate
Mount Sinai Hospital
2012.01 - 2015.01
Administrative Assistant (Contract)
The Guidance Center
2011.05 - 2011.09
Medical Assistant / Office Lead
St. Johns Medical Center
2005.01 - 2011.04
High School Diploma -
Lehman High School
Undergraduate - Health Sciences
Union County College