Redcoat for a Day: Walking in Their Shoes

The iconic red jacket worn by Cleveland Clinic’s Redcoat caregivers symbolizes far more than a uniform – it represents a warm welcome and a helping hand.

Often stationed in high-traffic areas, Redcoat caregivers are among the first faces that patients and visitors encounter, providing directions, support, and reassurance. Since its introduction at the medical center’s Main Campus, Redcoats have become a recognizable part of the patient experience at select locations.

The lasting impact of these caregivers inspired the creation of the Redcoat for a Day program, a unique opportunity for caregivers from across the organization to step into the role, gain new perspectives, and experience the pride and purpose that comes with wearing the red jacket.

Jeannie Parrish and James Moore, both Department Supervisors of Patient Support Services, reflect on the origin and evolution of the Redcoat role – and share how Redcoat for a Day is helping caregivers connect more deeply with the mission of Cleveland Clinic.

A vision takes shape

The concept of Redcoat caregivers began in 2007, a year of significant transformation for the health system.

During this time, much of Main Campus was filled with construction zones, detours and confusion, so patients and visitors were struggling to navigate the maze of temporary pathways to find their appointments. Toby Cosgrove, MD, former CEO and President of Cleveland Clinic, recognized a glaring navigational need.. In response, a team was formed to fulfill a simple mission: Provide directions.

To help these caregivers stand out, they were given scarlet red jackets to help identify them as a source of support and guidance.

Growing beyond expectations

What started as a team dedicated to guiding patients through construction zones gradually expanded into a caregiving service that addresses far more than navigation.

"Giving directions was just the beginning for Redcoats," Parrish says. "Now, we offer so much more. We help patients find their way, assist with paperwork, provide a comforting presence, connect them with resources and ensure that everyone who walks through our doors feels welcome."

Today, there are approximately 40 Redcoat caregivers located at Main Campus and smaller teams positioned at other Cleveland Clinic locations.

What does it take to become a Redcoat caregiver?

Redcoat caregivers are highly trained in wayfinding and have an unparalleled knowledge of Cleveland Clinic’s campuses. Trained problem-solvers, they collaborate daily with teams across the enterprise, including patient transport, clinical staff, security, concierge services, hoteling, transportation and international services. They are also trained in cultural and emotional awareness and how to assist individuals with hearing, vision or mobility impairments.

Whether it’s helping elderly, out-of-town patients find lodging or transportation, locating a wheelchair, making phone calls or simply offering a warm welcome, Redcoat caregivers are there during some of the most vulnerable moments in a person’s healthcare journey. This unique role requires a blend of customer service, empathy, kindness and quick-thinking resourcefulness.

After hiring, Redcoat caregivers complete a six-week training program that covers a wide range of topics – from hands-on support, like assisting patients in and out of wheelchairs and engaging with individuals from diverse cultural backgrounds, to key policies and standard operating procedures that ensure consistency across all locations.

The Redcoat for a Day program

Because of the widespread impact of Redcoat caregivers, the team created Redcoat for a Day, an annual event that gives caregivers across the enterprise the opportunity to step into the Redcoat role for a few hours and experience firsthand the impact these team members have.

Before stepping into the role, participants complete a short training session, which includes an overview of patient assistance basics, a review of campus maps, guidance on where to direct questions – and, of course, a proper fitting for the signature scarlet jacket they'll wear during their shift.

Since its inception in 2010, the program has welcomed over 800 caregivers, including executive leaders, into temporary Redcoat roles. Together, they’ve contributed more than 2,000 hours to gain a firsthand understanding of what it means to support patients and visitors.

A humbling experience

The feedback from Redcoat for a Day has been overwhelmingly positive, with caregivers expressing how much they appreciate the chance to experience the role firsthand.

Leo Pozuelo, MD, Chair of Cleveland Clinic’s Department of Psychiatry and Psychology, has volunteered for Redcoat for a Day for over 10 years.

“It’s the ability to give back and take that mental time out to really see and interact with the people who are coming here,” Dr. Pozuelo shares. “It’s about the pride we should all feel working for Cleveland Clinic.”

What makes the experience even more powerful, Dr. Pozuelo says, is the diversity of those who take part. “You’ll see administrators, department chairs, environmental services staff – all walks of life volunteering. It’s beautifully humbling.”

Steven Zerbini, Senior Director of Hospital Operations at Cleveland Clinic, is also a multiyear volunteer for the program.

“As a Redcoat, you really start a patient’s journey receiving care with us. It's a unique aspect to experience,” he shares. “And if it’s the first time a patient is coming to Main Campus, there can be a lot of stress and anxiety and not knowing where to go.”

One Redcoat for a Day shift left a lasting impression on Zerbini. When he couldn’t locate a wheelchair for a patient who urgently needed one, it brought the realities of frontline care into sharp focus. In his daily role overseeing operations, he often views items like wheelchairs through the lens of budgets and supply tracking. In that moment, however, it became an essential part of the patient experience and has stayed with him.

The power of role shadowing

Parrish states that no other hospital has a role quite like Cleveland Clinic’s Redcoat caregiver and that is why it’s so important to give others the opportunity to experience it.

Parrish and Moore offer guidance for other organizations interested in creating a role shadowing experience:

• Identify key roles: Choose roles that have a meaningful influence on patient experience. Highly visible, service-oriented positions – like Cleveland Clinic’s Redcoats – make excellent candidates for shadowing, offering participants real-time engagement and insight.
• Prepare training and support materials: The Redcoat team spent years developing training resources that outline their responsibilities, protocols and expectations. Equip shadow participants with similar guides and provide direction on where to go for help or questions.
• Schedule shadowing sessions: Coordinate shadowing sessions at times that work well for both the participants and the employees being shadowed. Ensure that these sessions are long enough for participants to gain meaningful insights.
• Gather feedback: After the shadowing sessions, gather feedback from participants to understand their experiences and identify areas for improvement.

More than a job

At Cleveland Clinic, caregivers are often encouraged to reflect on their personal “why” – the deeper reason they choose to serve every day. For the Redcoat caregivers, that sense of purpose runs especially deep.

Moore recalls his journey to Cleveland Clinic. After working in the retail industry, he found himself burnt out and unfulfilled. While he loved helping people, his corporate role left something to be desired.

“Someone told me Cleveland Clinic had a customer service department, and I had never heard of anything like that in a hospital,” he says. “I applied, and it was the perfect match. I get to help people all day long. When someone comes in stressed and scared, I get to be the person who makes their visit better.”

For Parrish, the path to her current role was unexpected but exactly right. After a career in fashion merchandising and several years at home raising her children, she was ready to return to the workforce but wanted more than just a job.

“I knew I didn’t want to go back to what I was doing before,” she explains. “If I was going to work again, it needed to be something meaningful. When I found this role, I knew it’s what I should have been doing all along.”