Skip to Content
800-533-8762
  • Careers
  • Newsroom
  • Health Care Professionals
  • About Us
  • Contact Us
UPMC
  • Find a Doctor
  • Services
    • Frequently Searched Services
    • Frequently Searched Services
      Allergy & Immunology Behavioral & Mental Health Cancer Ear, Nose & Throat Endocrinology Gastroenterology Heart & Vascular Imaging Neurosciences Orthopaedics
      Physical Rehabilitation Plastic & Reconstructive Surgery Primary Care Senior Services Sports Medicine Telemedicine Transplant Surgery Walk-In Care Weight Management Women’s Health
      See all Services
    • Services by Region
    • Find a UPMC health care facility close to you quickly by browsing by region.
      UPMC in Western Pa. Western Pa. and New York
      UPMC in Central Pa. Central Pa.
      UPMC in North Central Pa. North Central Pa.
      UPMC in Western Md. Maryland & West Virginia
    • See All Services
  • Locations
    • Locations by Type
    • Locations by Type
      UPMC hospitals
      Hospitals
      Physical Therapy
      Physical Therapy
      Urgent care
      Walk-In Care
      UPMC Outpatient Centers
      Outpatient Centers
      UPMC Imaging Services
      Imaging
      Community Health Centers
      Community Health Centers
      See All Locations
    • Locations by Region
    • Locations by Region
      UPMC in Southwest Pa. Southwest Pa.
      UPMC in North Central Pa. North Central Pa.
      UPMC in Northwest Pa and Ny. Northwest Pa. & Western N.Y.
      UPMC in West Central Pa. West Central Pa.
      UPMC in Central Pa. Central Pa.
      UPMC in Western Md. Maryland & West Virginia
    • See All Locations
  • Patients & Visitors
    • Patient & Visitor Resources
    • Patient & Visitor Resources
      Patients and Visitors Resources Pay a Bill Classes & Events Medical Records Health Library Patient Information
      Patient Portals Privacy Information Shared Decision Making Traveling Patients Visitor Information
      Man uses mobile phone
      Pay a Bill
      Nurse reviews medical chart
      Request Medical Records
  • Patient Portals
  • Find Covid-19 updates
  • Schedule an appointment
  • Request medical records
  • Pay a bill
  • Learn about financial assistance
  • Find classes & events
  • Send a patient an eCard
  • Make a donation
  • Volunteer
  • Read HealthBeat blog
  • Explore UPMC Careers
Skip to Content
UPMC
  • Patient Portals
  • For Patients & Visitors
    • Find a Doctor
    • Locations
    • Patient & Visitor Resources
    • Pay a Bill
    • Services
    • More
      • Medical Records
      • Financial Assistance
      • Classes & Events
      • HealthBeat Blog
      • Health Library
  • About UPMC
    • Why UPMC
    • Facts & Stats
    • Supply Chain Management
    • Community Commitment
    • More
      • Financials
      • Support UPMC
      • UPMC Apps
      • UPMC Enterprises
      • UPMC International
  • For Health Care Professionals
    • Physician Information
    • Resources
    • Education & Training
    • Departments
    • Credentialing
  • Careers
  • Contact Us
  • Newsroom
  • UPMC >
  • Life Changing Is >
  • Employee Stories >
  • Health Care Concierge >
  • Kristin B.
Life Changing Is
Clinical Excellence Stories
Employee Stories
Administrative Services
Environmental Services
Facility Services
Health Care Concierge
Kimberlys A. M.
Kristin B.
Terri R.
Mental Health Therapy
Multicultural Care
Pharmacy
Scheduling Services
Social Work
Support Services
Transplant
Food and Nutrition Services
Imaging
Nursing
Parking Operations
Research
Supply Chain Management
Awards & Recognition
Share Your Story
Life Changing Is
Clinical Excellence Stories
Employee Stories
Administrative Services
Environmental Services
Facility Services
Health Care Concierge
Kimberlys A. M.
Kristin B.
Terri R.
Mental Health Therapy
Multicultural Care
Pharmacy
Scheduling Services
Social Work
Support Services
Transplant
Food and Nutrition Services
Imaging
Nursing
Parking Operations
Research
Supply Chain Management
Awards & Recognition
Share Your Story

Chat Keywords List

  • cancel or exit: Stops your conversation
  • start over: Restarts your current scenario
  • help: Shows what this bot can do
  • terms: Shows terms of use and privacy statement
  • feedback: Give us feedback
Continue
Chat with UPMC
RESTART
MENU
CLOSE

Life Changing Is… Thoughtfully Listening and Offering Guidance

Kristin B. – Team Lead, Member Engagement

“Being an advocate for patients is the most fulfilling role I have ever had.”

Kristin B. – Team Lead, Member EngagementKristin B. is a member engagement team lead at UPMC Health Plan Member Services. She joined the team in 2021 as a health care concierge specializing in Special Needs Plans (SNP) and Community HealthChoices (CHC) assistance. She became a team lead in 2023.

“When I was a health care concierge, my primary role was to assist our members in navigating their health care, getting everything that they need, and making sure it all makes sense to them,” Kristin says.

Before working at UPMC, Kristin worked in the restaurant and service industry as a manager at various local establishments. But when the COVID-19 pandemic brought many restaurants to a halt, she found herself in need of a new job.

“After losing my job as a result of the pandemic, I wasn’t exactly sure of what I wanted to do,” Kristin says. “I always had the idea that I wanted to find something where I was able to help people and make them smile.

"I like being there for others and being a sort of support system, so when I came across this opportunity, I knew I had to apply. I’ve been here ever since.”

Kristin says her team offers patients "thoughtfulness, kindness, and care."

"After listening to their needs, we do everything we can to help them navigate through their questions,” Kristin says. “People are so thankful that we are on their side and acting as an advocate for them, which is so rewarding to me.

"This is the most fulfilling role I have ever had, outside of being a partner and a mom.”

Kristin especially enjoys the nature of her work, helping those who are enrolled in complete care plans.

“Many of our callers do require an elevated level of care and assistance, and they often sound scared or worried,” she says. “I love being able to serve as a liaison for them to not only offer them guidance, but also provide them with some peace of mind as they navigate their care.”

She also loves her team. In fact, her team inspired her to advance to a team lead position.

“Everyone is so supportive and kind, and I’ve never felt this level of support at any of my previous jobs," she says. "I know that they’ll always have my back, and it means so much."

Kristin says she would tell patients who are looking for information to call. She and her team are a phone call away.

“I urge all patients to call and ask questions," she says. "We have the training so we can answer your questions and be that point of contact for you. We are here, and we are on your side.”

At UPMC, Life Changing Medicine means lending a kind ear and offering guidance to patients.



Stories like this one have helped UPMC earn local, national, and global honors over the years. See how our commitment to Life Changing Medicine continues to receive recognition.

UPMC
200 Lothrop Street Pittsburgh, PA 15213

412-647-8762 800-533-8762

Patients And Visitors
  • Find a Doctor
  • Locations
  • Pay a Bill
  • Patient & Visitor Resources
  • Disabilities Resource Center
  • Services
  • Medical Records
  • No Surprises Act
  • Price Transparency
  • Financial Assistance
  • Classes & Events
  • Health Library
Health Care Professionals
  • Physician Information
  • Resources
  • Education & Training
  • Departments
  • Credentialing
Newsroom
  • Newsroom Home
  • Inside Life Changing Medicine Blog
  • News Releases
About
  • Why UPMC
  • Facts & Stats
  • Supply Chain Management
  • Community Commitment
  • Financials
  • Supporting UPMC
  • HealthBeat Blog
  • UPMC Apps
  • UPMC Enterprises
  • UPMC Health Plan
  • UPMC International
  • Nondiscrimination Policy
Life changing is...
Follow UPMC
  • Contact Us
  • Website/Email Terms of Use
  • Medical Advice Disclaimer
  • Privacy Information
  • Active Privacy Alerts
  • Sitemap
© 2025 UPMC I Affiliated with the University of Pittsburgh Schools of the Health Sciences Supplemental content provided by Healthwise, Incorporated. To learn more, visit healthwise.org
Find Care
Providers
Video Visit
Portal Login