Leila Mercer
The Bronx,NY
Summary
Compassionate Direct Support Professional with proven expertise in client support, behavior redirection, and fostering positive relationships. Committed to enhancing client independence and well-being through personalized care plans and effective team collaboration.
Overview
38
38
years of professional experience
Work History
Direct Support Professional
AHRC
New York, NY
06.2025 - Current
- Supported individuals with developmental disabilities in daily living activities and community integration.
- Assisted with the implementation of personalized care plans to enhance client well-being and independence.
- Fostered positive relationships between clients and staff, promoting a supportive environment.
- Monitored behavioral patterns and reported changes to ensure appropriate interventions were applied.
- Collaborated with interdisciplinary teams to coordinate services tailored to individual needs.
- Developed recreational activities that encouraged socialization and skill development among clients.
- Trained new staff on best practices for direct support and client engagement techniques.
HIM Clerk
Morris Heights Health Center
New York
05.2005 - Current
- Processed patient information efficiently, ensuring accuracy and confidentiality in data handling.
- Managed scheduling of appointments, optimizing workflow and minimizing patient wait times.
- Assisted in resolving patient inquiries, enhancing overall service experience and satisfaction.
- Coordinated with healthcare providers to streamline communication and improve operational efficiency.
Telephone Operator
Morris Heights Health Center
Bronx New York
08.2006 - 09.2009
- Managed high-volume incoming calls, ensuring effective communication and service delivery.
- Coordinated appointment scheduling, optimizing patient flow and reducing wait times.
- Provided information on services and procedures, enhancing patient understanding and satisfaction.
- Trained new staff on call handling protocols and customer service standards.
- Implemented process improvements to streamline call routing and response times.
- Led team initiatives to enhance caller experience and operational efficiency.
- Developed training materials for staff, promoting consistency in service delivery.
- Maintained accurate records of calls placed and received.
- Reduced call waiting times by efficiently managing high call volumes and utilizing effective multitasking techniques.
- Maintained strict confidentiality when handling sensitive information, adhering to both company policies and applicable laws.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Connected callers with appropriate professional, department, or business.
WIC Clerk
MHRA
New York, NY
01.1993 - 05.2000
- Processed WIC applications efficiently, ensuring compliance with program guidelines and regulations.
- Maintained accurate records of client interactions and benefits distribution using electronic filing systems.
- Assisted clients in navigating the WIC program, providing clear information on eligibility and services available.
- Coordinated scheduling for nutrition education sessions, improving attendance rates among participants.
- Trained new staff on operational procedures and customer service best practices to enhance team performance.
- Led initiatives to streamline application processes, reducing wait times for clients seeking assistance.
- Developed training materials for staff development, promoting consistency in service delivery across the team.
Transporter
Mount Sinai Hospital
New York, NY
03.1994 - 02.1996
- Transported patients safely and efficiently between departments, ensuring comfort and security.
- Collaborated with nursing staff to coordinate timely patient transfers, enhancing workflow efficiency.
- Adhered to safety protocols while operating transport equipment, minimizing risks during patient movement.
- Maintained accurate logs of transportation activities, supporting compliance with healthcare regulations.
- Implemented strategies to reduce wait times for patient transfers, improving overall service delivery.
Unit Clerk
Bronx Lebanon Hospital
Bronx New York
02.1988 - 01.1993
- Managed patient admissions and discharges efficiently, ensuring accurate documentation and compliance with hospital protocols.
- Coordinated communication between medical staff, patients, and families to facilitate smooth operations and timely care.
- Assisted in scheduling appointments and managing physician calendars to optimize patient flow within the unit.
- Trained new clerical staff on operational procedures, enhancing team performance and service quality.
Education
No Degree -
Mercy College
Dobbs Ferry, NY08-1988
High School Diploma -
James Madison High School
Brooklyn, NY06-1987
Skills
- Time management
- First aid and safety
- Behavior redirection
- Client support
- Housekeeping tasks
- Patient care
Timeline
Direct Support Professional
AHRC
06.2025 - Current
Telephone Operator
Morris Heights Health Center
08.2006 - 09.2009
HIM Clerk
Morris Heights Health Center
05.2005 - Current
Transporter
Mount Sinai Hospital
03.1994 - 02.1996
WIC Clerk
MHRA
01.1993 - 05.2000
Unit Clerk
Bronx Lebanon Hospital
02.1988 - 01.1993
No Degree -
Mercy College
High School Diploma -
James Madison High School