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. 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.