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

When it comes to specialized medical care in the United States, few institutions command the same level of respect and recognition as UPMC Mercy in Pittsburgh. As one of the region’s most trusted academic medical centers, UPMC Mercy is home to a nationally renowned Burn & Trauma Center that has saved thousands of lives since its inception. But beyond its clinical excellence, patients, families, and referring providers often seek direct access to official customer support services — whether to schedule appointments, inquire about billing, request medical records, or seek guidance during a crisis. This comprehensive guide provides everything you need to know about UPMC Mercy’s Burn & Trauma Center, including its official customer support contact details, operational structure, global reach, and unique advantages that set it apart from other trauma centers nationwide.

Introduction – About UPMC Mercy in Pittsburgh: Burn & Trauma Center – Official Customer Support, History, Industries

UPMC Mercy, part of the University of Pittsburgh Medical Center (UPMC) network, is a full-service, nonprofit hospital located in the South Side neighborhood of Pittsburgh, Pennsylvania. Founded in 1847 by the Sisters of Mercy, UPMC Mercy is the oldest continuously operating hospital in Pittsburgh and has evolved over nearly two centuries into a modern, high-acuity care facility with specialized expertise in trauma, burn care, neurology, cardiology, and maternal-child health.

The Burn & Trauma Center at UPMC Mercy is one of only 12 verified Level I Trauma Centers in Pennsylvania and one of the few in the country with dual verification from the American College of Surgeons (ACS) for both Trauma and Burn care. Established in the 1980s in response to rising urban trauma incidents and complex burn injuries, the center has grown into a regional and national referral hub. It serves not only Allegheny County but also rural communities across Western Pennsylvania, Eastern Ohio, and Northern West Virginia — areas where access to specialized burn and trauma services is otherwise limited.

The center operates as an integrated unit within UPMC’s broader healthcare ecosystem, collaborating with UPMC Presbyterian, UPMC Children’s Hospital of Pittsburgh, and the University of Pittsburgh School of Medicine. Its multidisciplinary team includes board-certified trauma surgeons, burn specialists, critical care nurses, physical and occupational therapists, psychologists, social workers, and rehabilitation experts — all working under one roof to deliver comprehensive, patient-centered care.

While UPMC Mercy is primarily a healthcare provider, its customer support infrastructure is a critical component of its service delivery model. Official customer support services are designed to assist patients and families with non-clinical inquiries — including insurance verification, appointment scheduling, discharge planning, billing questions, and access to medical records. These services are essential for ensuring that patients and caregivers can navigate the complexities of post-trauma recovery without added stress.

Industries served by UPMC Mercy’s Burn & Trauma Center extend beyond traditional healthcare. The center partners with industrial safety organizations, fire departments, insurance providers, occupational health programs, and government agencies to promote injury prevention, conduct research on trauma outcomes, and train emergency responders. Its research division collaborates with the University of Pittsburgh’s Department of Surgery and the McGowan Institute for Regenerative Medicine to pioneer new treatments for burn wounds, scar reduction, and neurotrauma rehabilitation.

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

What makes UPMC Mercy’s Burn & Trauma Center customer support system truly unique is not just its accessibility, but its integration into the entire patient journey — from emergency arrival to long-term recovery. Unlike many hospitals that outsource customer service to third-party call centers, UPMC Mercy maintains an in-house, clinically informed support team that understands the emotional, logistical, and medical complexities of trauma and burn care.

First, the support staff are trained in trauma-informed care. This means they are not just answering phones — they are equipped to recognize signs of acute stress, anxiety, or confusion in callers who may be dealing with the aftermath of a life-altering injury. Whether a family member is calling from a hospital room or a rural clinic hundreds of miles away, the support team responds with empathy, clarity, and urgency.

Second, UPMC Mercy’s customer support is directly linked to its electronic health record (EHR) system, Epic. This allows support agents to access real-time patient data — with appropriate consent — to answer questions about treatment plans, discharge timelines, medication changes, or follow-up appointments. No other trauma center in the region offers this level of integration between clinical and administrative support.

Third, the center provides multilingual support. With Pittsburgh’s growing immigrant population, UPMC Mercy employs interpreters fluent in Spanish, Russian, Mandarin, Arabic, and other languages commonly spoken by trauma patients. This is especially critical in burn cases, where clear communication about wound care, pain management, and rehabilitation expectations can significantly impact recovery outcomes.

Fourth, UPMC Mercy offers a dedicated “Trauma Care Coordinator” program. Each patient admitted to the Burn & Trauma Center is assigned a coordinator who serves as a single point of contact for all non-clinical needs — from arranging transportation for follow-up visits to connecting families with financial aid programs, housing assistance, or counseling services. These coordinators work directly with the customer support team to ensure seamless communication.

Fifth, UPMC Mercy’s customer support operates 24/7/365. Unlike many hospitals that limit support hours to business days, the Burn & Trauma Center recognizes that trauma does not wait for office hours. Whether it’s 3 a.m. after a house fire or a weekend emergency following a car crash, patients and families can reach someone who understands the urgency and can act immediately.

Finally, the center’s commitment to transparency sets it apart. UPMC Mercy publishes detailed patient satisfaction reports, billing guidelines, and service response time metrics on its website. Customers are not just given a phone number — they are given context, expectations, and accountability.

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

For patients, families, referring physicians, and insurance providers seeking official support related to the Burn & Trauma Center at UPMC Mercy, the following toll-free and direct helpline numbers are verified and current as of 2024. These numbers are listed on the official UPMC Mercy website (www.upmc.com/locations/mercy), through the UPMC patient portal, and in printed materials distributed at the hospital.

General Customer Support & Information Line

Toll-Free Number: 1-800-533-UPMC (8762)

This is the primary helpline for all non-emergency inquiries regarding UPMC Mercy services, including the Burn & Trauma Center. Callers can speak with a representative to:

• Verify insurance coverage for trauma or burn treatment
• Request copies of medical records
• Schedule outpatient follow-up appointments
• Obtain information about visitor policies and hours
• Connect with financial counselors for payment plans or charity care

Hours: 24 hours a day, 7 days a week, 365 days a year.

Burn & Trauma Center Direct Line (Clinical & Admissions Support)

Dedicated Trauma Helpline: 412-641-6100

This line is staffed by trauma nurse coordinators and is intended for healthcare professionals, EMS personnel, and families needing immediate guidance regarding trauma admissions, transfer protocols, or burn unit availability. While not for general billing or administrative questions, this number is essential for:

• Confirming bed availability in the Burn ICU
• Initiating patient transfers from community hospitals
• Obtaining trauma triage protocols
• Speaking with a trauma surgeon on call

Hours: 24/7. All calls answered by trained trauma staff.

Medical Records & Health Information Management

Toll-Free Medical Records Request Line: 1-866-874-8866

Managed by UPMC’s Health Information Management (HIM) department, this line handles all requests for patient records, including:

• Release of trauma surgery reports
• Copy of burn wound imaging and treatment logs
• Authorization for records transfer to other providers
• Requests for deceased patient records (with legal documentation)

Processing time: Typically 7–10 business days. Expedited requests available for active care coordination.

Billing & Insurance Support

Toll-Free Billing Customer Service: 1-888-777-UPMC (8762)

This dedicated line addresses all billing inquiries, including:

• Understanding charges related to burn debridement, skin grafts, or ventilator care
• Disputing incorrect insurance denials
• Setting up payment plans for high-cost trauma care
• Applying for financial assistance or charity care

Important: Always have your patient ID, date of service, and insurance information ready when calling.

Emergency Contact (Do Not Use for Customer Support)

Emergency Room / 911: 911 or 412-641-6000 (for hospital emergency switchboard)

If you or someone else is experiencing a life-threatening burn or trauma injury, call 911 immediately or go to the nearest emergency room. The customer support numbers listed above are for administrative, scheduling, billing, and informational purposes only. They are not emergency response lines.

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

Reaching UPMC Mercy’s official customer support is designed to be simple, but choosing the right method depends on your needs. Below is a step-by-step guide to contacting the Burn & Trauma Center’s support services via phone, email, mail, online portal, and in-person visits.

1. By Phone (Recommended for Urgent Needs)

As outlined above, use the appropriate toll-free number based on your inquiry. For most patients, the general UPMC helpline (1-800-533-UPMC) is the best starting point. If you are a healthcare provider or have a time-sensitive trauma-related question, dial the direct trauma line at 412-641-6100. Callers are routed through an automated system that allows you to select your concern — “Billing,” “Records,” “Trauma,” or “General Info” — before being connected to a live agent.

2. By Email

For non-urgent inquiries, UPMC Mercy accepts secure email requests through its patient portal. To send an email:

• Log in to your MyUPMC account at www.mypatient.upmc.com
• Select “Messages” from the dashboard
• Choose “New Message” and select “UPMC Mercy – Burn & Trauma Center Support” as the recipient
• Include your full name, date of birth, patient ID, and detailed question

Email response time: Typically within 2–3 business days. Do not include sensitive information like Social Security numbers or full credit card details in emails.

3. By Mail

If you prefer written correspondence, send letters to:

UPMC Mercy – Customer Support Services

Attn: Burn & Trauma Center Liaison

9500 Mercy Drive

Pittsburgh, PA 15234

Include your full name, date of birth, and a clear description of your request. Allow 7–10 business days for a written response.

4. Online Portal (MyUPMC)

The MyUPMC patient portal is the most efficient way to manage your care. Through the portal, you can:

• View your burn treatment timeline and progress notes
• Request prescription refills
• Book follow-up appointments with your rehab team
• Pay bills online
• Download discharge instructions

To enroll, visit www.mypatient.upmc.com and click “Sign Up.” You’ll need your UPMC patient ID and a valid email address.

5. In-Person Visits

For those who prefer face-to-face assistance, UPMC Mercy offers a dedicated Patient & Family Support Center located on the first floor of the main hospital building, near the main lobby. Hours are Monday–Friday, 8 a.m. to 6 p.m., and Saturday–Sunday, 10 a.m. to 4 p.m. Staff can help with:

• Completing financial aid applications
• Obtaining printed copies of medical records
• Connecting with social workers or chaplains
• Arranging transportation services

Bring a photo ID and your insurance card. No appointment is necessary.

6. Mobile App

UPMC offers a mobile app — “UPMC Anywhere Care” — available on iOS and Android. While primarily designed for virtual visits, the app includes a direct chat feature with UPMC Mercy’s customer support team and allows you to upload documents related to billing or insurance claims.

Worldwide Helpline Directory

While UPMC Mercy is based in Pittsburgh, its reputation as a leader in burn and trauma care attracts international patients, medical students, and collaborating institutions. For global callers seeking support related to UPMC Mercy’s Burn & Trauma Center, the following international contact options are available:

International Toll-Free Numbers

UPMC Mercy offers toll-free access for callers from select countries:

• Canada: 1-800-533-UPMC (8762) — Same as U.S. line
• United Kingdom: 0800-048-8762
• Australia: 1-800-052-772
• Germany: 0800-182-8762
• Japan: 0053-180-0533-8762
• France: 0800-918-762

Note: International toll-free numbers may not be available from all mobile carriers. If a number does not connect, use the U.S. toll-free number with an international dialing prefix (e.g., +1-800-533-8762).

International Direct Dial

If toll-free access is unavailable, dial the U.S. number directly using the international format:

+1-800-533-8762

Callers should be aware that international call charges may apply. For lower-cost alternatives, consider using VoIP services like Skype, WhatsApp, or Google Voice with U.S. numbers.

Global Email Support

International patients may send secure inquiries to: globalcare@upmc.edu

This email is monitored by UPMC’s International Patient Services team and is used to coordinate:

• Visa and travel assistance for medical visitors
• Translation services for non-English speakers
• Pre-arrival medical record reviews
• Cost estimates for trauma and burn procedures

Response time: 2–5 business days.

Global Partnerships

UPMC Mercy collaborates with hospitals in Mexico, Brazil, India, and the United Arab Emirates to provide telemedicine consultations for complex burn cases. If you are a referring physician outside the U.S., contact the International Consultation Line at +1-412-641-7500 to initiate a virtual case review.

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

UPMC Mercy’s Burn & Trauma Center is not just a hospital unit — it is a hub of innovation, education, and community impact. Its customer support infrastructure is built to serve multiple industries, each with unique needs and expectations.

Healthcare Industry

As a Level I Trauma and Burn Center, UPMC Mercy serves as a regional referral center for over 50 community hospitals. Its customer support team works directly with EMS agencies, rural clinics, and urgent care centers to streamline patient transfers. The center’s “Trauma Transfer Protocol” is used as a model by the Pennsylvania Trauma Systems Foundation.

Insurance & Risk Management

UPMC Mercy partners with major insurers — including UnitedHealthcare, Aetna, Cigna, and Blue Cross Blue Shield — to ensure rapid pre-authorization for trauma and burn procedures. The customer support team includes certified insurance specialists who help patients appeal denials and understand out-of-pocket costs. In 2023, UPMC Mercy resolved 98% of insurance disputes within 72 hours, the highest rate in Pennsylvania.

Industrial Safety & Occupational Health

Manufacturing plants, chemical facilities, and construction firms across the Northeast rely on UPMC Mercy’s Burn & Trauma Center for workplace injury response. The center offers on-site safety training, post-injury rehabilitation programs, and return-to-work coordination. Its customer support team coordinates with employers to ensure compliance with OSHA and workers’ compensation regulations.

Research & Academia

As an academic medical center affiliated with the University of Pittsburgh, UPMC Mercy leads national research in burn wound healing, regenerative medicine, and trauma-related PTSD. The customer support team assists researchers by facilitating patient consent forms, managing data access requests, and coordinating IRB (Institutional Review Board) communications. In 2023, the center published 17 peer-reviewed studies in journals including the Journal of Trauma and Acute Care Surgery and the Burns journal.

Government & Public Health

UPMC Mercy works with the CDC, FEMA, and the Department of Health to prepare for mass casualty events. Its customer support infrastructure was activated during the 2022 Pittsburgh chemical plant fire, coordinating over 300 patient transfers and providing real-time data to public health officials. The center also supports veterans through partnerships with the VA Pittsburgh Healthcare System.

Key Achievements

• Ranked

  1 in Pennsylvania for trauma survival rates (2023 U.S. News & World Report)

• First hospital in the U.S. to implement a 3D-printed skin graft program for pediatric burn patients
• Recipient of the American Burn Association’s “Excellence in Patient Care” Award (2022)
• 95% patient satisfaction rate for customer support (2023 Press Ganey Survey)
• Over 1,200 trauma patients and 450 burn patients treated annually
• Developed the “Mercy Burn Recovery App,” a digital tool for home wound tracking and therapist communication

Global Service Access

While UPMC Mercy is physically located in Pittsburgh, its services extend far beyond Pennsylvania’s borders. Thanks to telemedicine, international referrals, and digital health platforms, patients around the world can access the expertise of the Burn & Trauma Center.

Through UPMC’s “Global Health Initiative,” patients from over 40 countries have received virtual consultations with burn surgeons, reviewed their imaging studies via secure cloud platforms, and received personalized rehabilitation plans developed by UPMC’s team of occupational therapists.

For international patients considering treatment in Pittsburgh, UPMC Mercy offers a comprehensive “International Patient Package” that includes:

• Free pre-arrival medical review by a burn specialist
• Visa support letter and hospital invitation
• Arrangement of airport pickup and temporary housing
• On-site cultural liaison and interpreter services
• Estimated cost breakdown with payment options

To begin the process, visit www.upmc.com/international or email international@upmc.edu.

Additionally, UPMC Mercy participates in global trauma education programs. Medical professionals from Africa, Southeast Asia, and Latin America are invited to complete 3–6 month fellowships at the center, learning advanced burn care techniques and customer service protocols that they can implement in their home countries.

The center also offers remote monitoring for patients who return home after treatment. Using wearable sensors and the Mercy Burn Recovery App, clinicians can track wound healing, pain levels, and mobility progress — reducing readmission rates by 30%.

FAQs

Q1: Is UPMC Mercy’s Burn & Trauma Center customer support available 24 hours a day?

A: Yes. The general customer support line (1-800-533-UPMC) and the direct trauma line (412-641-6100) are staffed 24/7/365. Medical emergencies should always be directed to 911 or the ER.

Q2: Can I get help in Spanish or another language?

A: Absolutely. UPMC Mercy offers free interpreter services in over 15 languages, including Spanish, Mandarin, Russian, Arabic, and Haitian Creole. Simply request an interpreter when you call, or inform the front desk if you visit in person.

Q3: How do I request my medical records from a burn injury I had at UPMC Mercy?

A: Call the Medical Records line at 1-866-874-8866 or submit a request through your MyUPMC portal. You’ll need to provide photo ID and sign a release form. Records are typically mailed or emailed within 7–10 business days.

Q4: Does UPMC Mercy help with the cost of burn treatment?

A: Yes. The hospital offers financial assistance programs for uninsured or underinsured patients. Contact the Billing Support line at 1-888-777-UPMC to speak with a financial counselor. You may qualify for charity care, sliding-scale payments, or Medicaid enrollment assistance.

Q5: Can I schedule a virtual consultation with a burn specialist at UPMC Mercy?

A: Yes. Through UPMC Anywhere Care, patients can schedule virtual visits with burn surgeons for follow-ups, wound assessments, or second opinions. Visit www.upmc.com/anywhere-care to learn more.

Q6: Is UPMC Mercy’s Burn & Trauma Center accepting new patients from out of state?

A: Yes. The center accepts referrals from all 50 states. Most patients are referred by their primary care provider or local hospital. Self-referrals are also accepted — call the Trauma Helpline at 412-641-6100 to begin the process.

Q7: How do I know if I’m calling the right number for my question?

A: Use this quick guide:

• Need to pay a bill? → 1-888-777-UPMC
• Need medical records? → 1-866-874-8866
• Have a trauma or burn emergency? → Call 911 or go to ER
• General questions about services? → 1-800-533-UPMC
• Are you a doctor referring a patient? → 412-641-6100

Q8: Can I visit the Burn & Trauma Center as a family member?

A: Yes. Visitor hours are 11 a.m. to 8 p.m. daily. Two visitors per patient are allowed at a time. Children under 12 must be accompanied by an adult. Masks are required in the ICU. For special circumstances (e.g., end-of-life visits), call the unit directly at 412-641-6100.

Q9: Does UPMC Mercy offer support groups for burn survivors?

A: Yes. The center hosts monthly peer support meetings for burn survivors and their families, led by licensed counselors. To join, call the Patient Support Center at 412-641-6000 and ask for the Burn Recovery Program coordinator.

Q10: How can I donate to support UPMC Mercy’s Burn & Trauma Center?

A: Donations can be made online at www.upmc.edu/giving or by calling the UPMC Foundation at 1-800-455-8786. Funds support research, patient aid programs, and new equipment for burn care.

Conclusion

UPMC Mercy in Pittsburgh is more than a hospital — it is a beacon of hope for individuals and families facing the most devastating injuries: severe burns and traumatic trauma. Its world-class clinical care is matched only by its unwavering commitment to patient-centered support. From the moment a patient arrives in the ER to the final follow-up visit months or years later, UPMC Mercy’s customer support team ensures that no one has to navigate recovery alone.

The official customer support numbers — 1-800-533-UPMC, 412-641-6100, 1-866-874-8866, and 1-888-777-UPMC — are not just contact details. They are lifelines. They represent a system designed with compassion, precision, and global reach. Whether you’re a local resident, a referring physician, an international patient, or a concerned family member, these lines connect you to experts who understand not just the science of healing, but the human story behind every injury.

If you or someone you love has been affected by trauma or a burn injury, know that help is always available. Use the numbers provided in this guide. Reach out. Ask questions. Seek support. At UPMC Mercy, you are not just a patient — you are part of a community that refuses to give up on recovery.