Bich-Van (“Van”) Nguyen, MSN, has received UPMC’s Award for Commitment and Excellence in Service (ACES). The ACES Award honors staff whose everyday actions, and in some instances, personal acts of courage and compassion exceed the high level of service that the community has come to expect from UPMC. Each year, less than one percent of UPMC staff from across the health system receives this honor.

Van has been a member of the ID Division for over three years serving as a Patient Access Specialist working at the front desk of the outpatient UPMC Center for Care of Infectious Diseases (CCID). Van previously served as member of the Patient Services Representative float pool. Van’s first role with UPMC was as a line cook at the Brickside Eatery at UPMC Montefiore for seven years. She continued her education over these years completing her BS degree in Healthcare Management from Carlow University.

Van received two separate nominations for the ACES award as well as the written testimony of many physicians. All agreed that Van has played a critical role in the operations of the Division based upon the exemplary nature of her work. She leans into whatever she is asked to take on and has demonstrated outstanding interpersonal skills with our diverse patient population. Van treats every patient with dignity and respect. Her impeccable work ethic and smiling, compassionate demeanor immediately puts our patients, her teammates, and the faculty at ease.

During the COVID-19 pandemic, Van was a constant presence. Seated in a public-facing area of the clinic she never once hesitated in her personal interactions with patients. Her role is complex, requiring significant multi-tasking. Van took it upon herself to faithfully clean every work surface that a patient might touch multiple times a day. When patients were shifted to telemedicine, Van learned new skills relating to virtual check-in and checkout. She is a problem-solver willing to investigate any issue, seeking needed resources, and expanding her overall knowledge in a variety of areas.

Van is a bright star and has a promising future with UPMC. She has made significant contributions to the care of our patients, and we are fortunate to have her as a member of our team.

Congratulations Van on this well-deserved honor. Thank you for your hard work and dedication!