"In my six years at Mass General, there has been no wasted time. Every day I feel like I’m learning, making a difference, and recognized for a job well done."
Rolando Mercado, Senior Community Resource Specialist
"When I started at Massachusetts General Hospital in 2007, I was the only community resource specialist (CRS) with the Care Management Program. As part of a program to reduce repeated hospitalization and emergency room visits for some of the hospital’s sickest patients, I assist nurse case managers and social workers to support the health of these patients in and out of the hospital. This can involve helping with the paperwork to get needed medical equipment, finding community resources like transportation or Meals on Wheels and providing reminders about doctor's visits.
During my first year, I was encouraged to take advantage of the effective communication and public presentation classes that Mass General offers to employees. In 2008, I enrolled in a one-year program at Cambridge College to become certified as a bilingual community case worker. I felt that pursuing something that would strengthen my skills would help me gain more confidence at work and show my efforts to keep moving forward. I attended classes at night and was able to arrange for some of my work projects to count for credit towards my certificate. My manager made sure that I took advantage of Mass General’s tuition reimbursement.
When our MassGeneral Care Management Program expanded and added another part-time CRS, I was ready to take on the responsibility of training and supervising this new person. As a manager, I was then able to take courses in coaching and business management through Mass General’s Leadership Academy. Our program has continued to grow, and I’m now managing three other specialists and have been asked to oversee training CRS’s for other Partners hospitals.
No matter what position you have at Mass General, you feel part of the whole team. My experience has been that recognition is not just for people at the higher levels, but for every department, every employee, and it’s demonstrated in many ways – by recognizing your accomplishments, investing in your skills and giving you the support you need to move ahead."