UPMC Mercy in Pittsburgh: Burn & Trauma Center – Official Customer Support Customer Care Number | Toll Free Number

When it comes to world-class trauma and burn care in the United States, few institutions command the same level of respect and recognition as UPMC Mercy in Pittsburgh. As a flagship facility of the University of Pittsburgh Medical Center (UPMC), UPMC Mercy’s Burn & Trauma Center stands as one of the most advanced and comprehensive care centers in the nation. But beyond its clinical excellence, patients, families, and referring providers often seek reliable, compassionate, and timely customer support to navigate services, coordinate care, or address administrative concerns. This article provides a complete, SEO-optimized guide to UPMC Mercy’s Burn & Trauma Center — including its history, unique capabilities, official customer support channels, global access, and frequently asked questions — all designed to help you connect with the right resources when it matters most.

Introduction: UPMC Mercy in Pittsburgh – A Legacy of Excellence in Burn & Trauma Care

Founded in 1847 by the Sisters of Mercy, UPMC Mercy has evolved from a small Catholic hospital into a regional and national leader in trauma and burn treatment. Located in the South Side neighborhood of Pittsburgh, Pennsylvania, the hospital became the first Level I Trauma Center in the region in 1987 and the first verified Burn Center in Western Pennsylvania in 1989. Today, UPMC Mercy’s Burn & Trauma Center is one of only 11 verified burn centers in the United States by the American Burn Association (ABA) and one of the busiest in the country, treating over 1,000 burn patients annually.

The Burn & Trauma Center operates as a critical component of UPMC’s broader network of trauma services, serving not only Allegheny County but also 17 surrounding counties in Pennsylvania, West Virginia, and Ohio. It is the only verified burn center in a 150-mile radius, making it the primary referral center for severe burn injuries across a vast geographic region.

While the center is renowned for its surgical interventions, rehabilitation programs, and research initiatives, it also maintains a dedicated customer support infrastructure to assist patients and families with insurance inquiries, appointment scheduling, discharge planning, and post-treatment follow-up. Whether you’re a patient recovering from a life-altering injury, a family member seeking information, or a healthcare provider coordinating a transfer, knowing how to reach UPMC Mercy’s official support channels is essential.

It’s important to note that UPMC Mercy does not operate a “customer service” department in the traditional retail sense. Instead, its patient support services are integrated into clinical care teams, case management, social work, and patient advocacy units — all working in unison to ensure seamless, compassionate care. This article will guide you through the official toll-free numbers, contact methods, and support pathways to ensure you’re connected to the right resource at the right time.

Why UPMC Mercy in Pittsburgh: Burn & Trauma Center – Official Customer Support is Unique

What sets UPMC Mercy’s support system apart from other trauma and burn centers is its holistic, patient-centered approach — one that treats the whole person, not just the injury. Unlike many hospitals that outsource customer service to call centers, UPMC Mercy integrates its support services directly into the clinical workflow, ensuring that every patient interaction is informed, empathetic, and clinically accurate.

First, the center employs a multidisciplinary patient support team composed of licensed social workers, certified case managers, bilingual patient navigators, and trauma-trained nurse advocates. These professionals are embedded within the burn and trauma units, meaning they see patients daily, understand their recovery trajectory, and can anticipate needs before they arise — from transportation to home care, from psychological counseling to financial aid applications.

Second, UPMC Mercy’s customer support is deeply tied to its research and innovation. As a teaching hospital affiliated with the University of Pittsburgh School of Medicine, the Burn & Trauma Center participates in national clinical trials and publishes groundbreaking research on burn recovery, scar management, and pain control. This means that support staff are not just administrators — they are clinical experts who can explain complex treatment protocols in plain language and help families understand why certain decisions are made.

Third, the center offers a 24/7 trauma hotline staffed by registered nurses who triage incoming patients and coordinate transfers from community hospitals. This same team also answers questions from families seeking real-time updates on loved ones. This level of integration between clinical care and customer support is rare in U.S. healthcare and significantly reduces confusion, delays, and emotional distress for families during critical moments.

Finally, UPMC Mercy’s support system is culturally competent and linguistically accessible. The hospital serves a diverse population, including large communities of Spanish, Polish, Ukrainian, and Vietnamese speakers. Support staff are trained in cultural humility and can connect patients with professional interpreters in over 150 languages — a service that is not only a legal requirement under Title VI of the Civil Rights Act but a cornerstone of compassionate care.

For these reasons, UPMC Mercy’s “customer support” is not an afterthought — it is a core clinical function that directly impacts recovery outcomes, patient satisfaction, and long-term quality of life.

Key Differentiators of UPMC Mercy’s Support Model

• Embedded support staff within trauma and burn units
• 24/7 trauma triage and patient update line
• Bilingual and culturally competent navigators
• Direct access to clinical teams for family inquiries
• Integration with UPMC’s electronic health record system for real-time updates
• Free transportation and housing assistance for out-of-town families

UPMC Mercy in Pittsburgh: Burn & Trauma Center – Official Customer Support Toll-Free and Helpline Numbers

If you are seeking to contact UPMC Mercy’s Burn & Trauma Center for patient support, insurance questions, or to coordinate care, the following are the only official toll-free and direct contact numbers provided by UPMC. Be cautious of third-party websites or directories that list unverified numbers — these may lead to scams or misinformation.

Official Toll-Free Patient Support Line

1-800-533-UPMC (8762)

This is the primary toll-free number for all UPMC facilities, including UPMC Mercy. When you call, you will be connected to UPMC’s centralized patient services team, which can route your call to the Burn & Trauma Center’s specific support unit. This line is staffed Monday through Friday, 8:00 AM to 8:00 PM Eastern Time, and offers interpreter services in over 150 languages.

Use this number for:

• General questions about burn or trauma care
• Insurance verification and pre-authorization
• Requesting medical records
• Scheduling follow-up appointments
• Referrals from outside hospitals

24/7 Trauma & Burn Center Emergency Transfer Line

412-641-5100

This direct line is for healthcare professionals transferring patients to UPMC Mercy’s Burn & Trauma Center. It is staffed around the clock by trauma nurses and physicians who evaluate the severity of incoming cases and coordinate immediate bed placement. While this line is primarily for medical providers, family members in urgent situations may be transferred to a patient advocate if they clearly state the emergency nature of their inquiry.

UPMC Mercy Main Hospital Switchboard

412-641-2000

For non-emergency inquiries about visiting hours, parking, gift shop, or general hospital services, this number connects you to the main operator. From there, you can request to be transferred to the Burn & Trauma Center’s patient services coordinator.

UPMC Mercy Burn Center Direct Line (For Referring Providers)

412-641-5105

This line is reserved for physicians, nurses, and EMS personnel who are coordinating a transfer. It provides direct access to the Burn Center’s clinical coordinator and allows for rapid evaluation of burn severity and readiness for admission.

UPMC Mercy Patient Portal & Secure Messaging

For non-urgent communication, UPMC offers a secure patient portal: myupmc.upmc.com

Patients and authorized family members can create an account to:

• View lab results and discharge summaries
• Message care teams directly
• Request prescription refills
• Schedule follow-up visits
• Access educational materials on burn recovery

Secure messaging through the portal is monitored by clinical staff during business hours and is often the most efficient way to receive detailed, documented responses.

Important Note: Avoid Scams

Be wary of websites or phone numbers claiming to be “official UPMC Mercy customer service” that are not listed here. Scammers often create fake call centers that mimic hospital branding to steal personal information. Always verify the number through UPMC’s official website: www.upmc.com/locations/mercy

How to Reach UPMC Mercy in Pittsburgh: Burn & Trauma Center – Official Customer Support Support

Connecting with UPMC Mercy’s support services doesn’t require a single phone call — it often requires knowing which channel to use based on your situation. Below is a step-by-step guide to ensure you reach the right team quickly and effectively.

Step 1: Determine Your Need

Ask yourself:

• Is this an emergency? (e.g., patient in critical condition, need immediate transfer)
• Are you a healthcare provider or a family member?
• Do you need clinical information, administrative help, or financial assistance?

Step 2: Choose the Right Contact Method

For Emergencies or Immediate Transfers:

Call 412-641-5100 (Trauma & Burn Transfer Line) — this is for medical professionals only. If you are a family member and the patient is in a life-threatening condition, call 911 or go to the nearest emergency room.

For Family Members Seeking Updates on a Loved One:

Call 1-800-533-UPMC (8762). Be prepared to provide the patient’s full name, date of birth, and admission date. Due to HIPAA regulations, only authorized individuals can receive medical information. If you are not listed as a legal representative, you may be directed to the patient’s designated contact person.

For Insurance or Billing Questions:

Call the UPMC Billing Services line at 1-800-533-UPMC (8762) and ask for the Patient Financial Services department. You can also visit www.upmc.com/billing for payment plans, financial assistance applications, and insurance guides.

For Medical Records Requests:

Submit a request through the UPMC Patient Portal or mail a signed authorization form to:

UPMC Mercy Health Information Management

4500 S. Braddock Ave.

Pittsburgh, PA 15203

For Discharge Planning or Home Care Coordination:

Ask to speak with a Case Manager or Social Worker on the Burn Unit. These professionals are assigned to each patient and can arrange home health services, durable medical equipment, transportation, and counseling.

Step 3: Prepare Your Information

Before calling, gather:

• Patient’s full legal name
• Date of birth
• UPMC medical record number (if known)
• Insurance provider and policy number
• Names and contact information of family members involved
• Specific questions or concerns

Having this information ready will reduce hold times and ensure you receive accurate answers.

Step 4: Follow Up

If you don’t receive a timely response, follow up in writing via the secure patient portal. Written communication creates a documented trail and ensures accountability. You can also request to speak with a Patient Advocate — a neutral party trained to resolve concerns and ensure your rights are upheld.

Step 5: Escalate if Necessary

If your concern is not resolved, ask to speak with the Director of Patient Experience at UPMC Mercy. Their office can be reached through the main switchboard at 412-641-2000 and is responsible for overseeing patient satisfaction, complaint resolution, and service improvement.

Worldwide Helpline Directory

While UPMC Mercy primarily serves patients in Pennsylvania and surrounding states, its expertise is sought globally. Families from Canada, Europe, the Middle East, and Asia sometimes travel to Pittsburgh for specialized burn care not available in their home countries. To assist international patients and referring providers, UPMC Mercy offers the following international support resources:

International Patient Services – UPMC

Phone: 1-412-647-7247 Email: international@upmc.edu Website: www.upmc.com/international

This office helps international patients with:

• Visa and travel coordination
• Translation services
• Pre-arrival medical record review
• Accommodation arrangements near the hospital
• Cost estimates and payment options

UPMC Mercy’s Burn & Trauma Center has treated patients from over 40 countries, including Saudi Arabia, Ukraine, Nigeria, South Korea, and the United Kingdom. The center’s international team works closely with local embassies, medical tourism agencies, and global insurance providers to ensure seamless care.

Global Emergency Hotlines for Burn Injuries

If you are outside the U.S. and need immediate burn care advice, contact your local emergency services. For non-emergency guidance, consider these international burn support networks:

• International Society for Burn Injuries (ISBI): www.isbi.org — Provides global directories of burn centers and educational resources
• British Burn Association: www.britburn.org — Offers patient support and referral guidance for UK residents
• European Burn Association (EBA): www.eba-burn.org — Connects patients with accredited burn centers across Europe
• World Health Organization (WHO) Burn Care Guidelines: www.who.int/news-room/fact-sheets/detail/burns — Evidence-based first aid and treatment protocols

UPMC Mercy collaborates with many of these organizations and is often consulted as a global reference center for complex burn cases.

About UPMC Mercy in Pittsburgh: Burn & Trauma Center – Key Industries and Achievements

UPMC Mercy’s Burn & Trauma Center is not just a hospital unit — it is a multidisciplinary ecosystem that spans clinical care, research, education, public health, and policy. Its influence extends far beyond Pittsburgh, shaping national standards in trauma and burn recovery.

Key Industries Served

• Healthcare & Medical Services: Primary provider of burn and trauma care for 17 counties in three states.
• Medical Research & Innovation: Conducts NIH-funded studies on burn wound healing, pain management, and regenerative therapies.
• Education & Training: Hosts trauma fellowships, nursing residencies, and continuing education for EMS and ER staff nationwide.
• Public Safety & Prevention: Partners with fire departments and schools on burn prevention education programs.
• Rehabilitation & Assistive Technology: Develops custom prosthetics, scar management devices, and virtual reality therapy tools for burn survivors.
• Insurance & Healthcare Policy: Works with Medicare, Medicaid, and private insurers to improve reimbursement for complex trauma care.

Major Achievements and Accreditations

• American Burn Association (ABA) Verified Burn Center — One of only 11 in the U.S. (re-verified every 5 years)
• Level I Trauma Center Verification — Highest designation by the American College of Surgeons (ACS)
• 2023 U.S. News & World Report — Ranked

  1 in Pennsylvania for Trauma Care

• 2022 National Institutes of Health (NIH) Grant Award — $4.2M for research on bioengineered skin grafts
• 2021 American Association for the Surgery of Trauma (AAST) Excellence in Trauma Care Award
• 2020 Patient Safety Excellence Award — by Healthgrades for lowest infection rates in burn units
• 2019 National Burn Survivor Recognition Program — First center to implement a peer mentor program for burn survivors

Research & Innovation Highlights

UPMC Mercy’s Burn & Trauma Center is a leader in translational medicine:

• Developed the “Mercy Burn Protocol” — a standardized treatment algorithm now adopted by over 50 hospitals nationwide
• Pioneered the use of 3D printing to create custom splints and pressure garments for pediatric burn patients
• Launched the first mobile app for burn survivors to track scar healing and pain levels (available on iOS and Android)
• Conducted the largest longitudinal study on burn survivor mental health, leading to new PTSD screening tools
• Partnered with Carnegie Mellon University to develop AI-driven wound imaging tools that predict healing time with 92% accuracy

These innovations are not just academic — they directly improve survival rates, reduce hospital stays, and enhance long-term quality of life for patients.

Global Service Access

While UPMC Mercy is physically located in Pittsburgh, its services are accessible globally through digital platforms, telemedicine, and international partnerships.

Telehealth Consultations

UPMC Mercy offers virtual consultations for follow-up care, wound assessment, and psychological support. Patients who have been discharged can schedule secure video visits with their burn care team using the UPMC Telehealth platform. This is especially beneficial for patients living in rural areas or those who cannot travel due to mobility limitations.

International Teleconsultations

For hospitals abroad with complex burn cases, UPMC Mercy offers teleconsultation services through its Global Health Program. Physicians in countries without verified burn centers can submit patient photos, vitals, and clinical notes via a secure portal. UPMC specialists provide treatment recommendations within 24–48 hours.

Online Educational Resources

UPMC Mercy provides free, downloadable educational materials for patients and caregivers:

• “Your Burn Recovery Journey” — A 40-page illustrated guide
• “Managing Pain After a Burn Injury” — Video series with physical therapists
• “Nutrition for Healing” — Meal plans tailored for burn patients
• “Support Groups for Families” — Virtual meeting schedules

These resources are available in English, Spanish, and Polish at www.upmc.com/education/burn-recovery

Mobile Outreach & Community Programs

Each year, UPMC Mercy’s Burn Prevention Team travels to schools, factories, and community centers across Western Pennsylvania to teach fire safety, first aid, and prevention strategies. They also distribute free smoke detectors and fire blankets to low-income households — a program that has reduced home fire injuries by 37% since 2018.

Partnerships with Global NGOs

UPMC Mercy partners with organizations like Doctors Without Borders and the Red Cross to train international medical teams in burn care protocols. In 2023, the center sent a team of surgeons and nurses to support burn care efforts in Ukraine following the war-related surge in injuries.

FAQs

Q1: What is the official phone number for UPMC Mercy Burn & Trauma Center customer support?

A: The official toll-free number for general patient support is 1-800-533-UPMC (8762). For emergency transfers, call 412-641-5100. Always verify numbers through the official UPMC website: www.upmc.com/locations/mercy.

Q2: Can I call UPMC Mercy to get updates on a loved one in the burn unit?

A: Yes, but only if you are an authorized family member or legal representative. You’ll need to provide the patient’s full name, date of birth, and admission date. Due to HIPAA, staff cannot disclose information to unauthorized individuals.

Q3: Does UPMC Mercy accept international patients?

A: Yes. UPMC Mercy’s International Patient Services team assists patients from over 40 countries with travel, visas, translation, and care coordination. Contact international@upmc.edu or call 1-412-647-7247.

Q4: How do I request my medical records from UPMC Mercy?

A: Submit a signed authorization form via the UPMC Patient Portal (myupmc.upmc.com) or mail it to: UPMC Mercy Health Information Management, 4500 S. Braddock Ave., Pittsburgh, PA 15203.

Q5: Is there financial assistance available for burn patients?

A: Yes. UPMC Mercy offers sliding-scale payment plans, charity care, and assistance with Medicaid applications. Contact Patient Financial Services at 1-800-533-UPMC (8762) to speak with a counselor.

Q6: Can I visit a patient in the Burn & Trauma Center?

A: Visiting hours are 11:00 AM – 7:00 PM daily. Only two visitors per patient at a time. Children under 12 are not permitted due to infection risk. All visitors must check in at the main desk and wear provided protective gear.

Q7: Does UPMC Mercy offer rehabilitation services after discharge?

A: Absolutely. The center offers outpatient physical therapy, occupational therapy, scar management clinics, psychological counseling, and peer mentorship programs. Most services are available on-site at UPMC Mercy’s Rehabilitation Center.

Q8: Is the Burn & Trauma Center only for adults?

A: No. UPMC Mercy treats burn patients of all ages, including infants and children. The pediatric burn unit is specially equipped and staffed by pediatric specialists.

Q9: How long is the average stay in the Burn & Trauma Center?

A: Average length of stay varies by burn severity. Minor burns: 1–3 days. Moderate burns: 7–14 days. Severe burns: 30–60+ days. Complex cases may require months of care and multiple surgeries.

Q10: Can I donate to support burn patients at UPMC Mercy?

A: Yes. Donations fund research, patient comfort items, family housing, and prevention programs. Visit www.upmc.com/giving to contribute.

Conclusion

UPMC Mercy in Pittsburgh is more than a hospital — it is a beacon of hope for thousands of burn and trauma patients each year. Its world-class clinical expertise, innovative research, and deeply compassionate support system make it a national model for trauma care. But even the most advanced medical center cannot fulfill its mission without accessible, reliable, and human-centered customer support.

This guide has provided you with the official contact numbers, step-by-step pathways to reach the right team, global resources, and insights into the center’s groundbreaking achievements. Whether you’re a family member in crisis, a healthcare provider coordinating care, or an international patient seeking expertise, UPMC Mercy is ready to help — as long as you know how to reach them.

Remember: When it comes to burn and trauma care, time is tissue. Don’t hesitate. Use the official numbers listed here. Avoid unverified sources. And never underestimate the power of asking for help — because at UPMC Mercy, every call is answered with expertise, empathy, and the unwavering commitment to healing.

For the most current information, always visit the official UPMC Mercy website: www.upmc.com/locations/mercy