I had a friend who was having issues coordinating care for his father; working at a VA, I tried to help; I found Lisa's name on teams and sent her a message hoping she could assist. I connected her with the patient; she took care of business on the spot and even gave out her direct line in case we needed additional help. Not only was Ms. Pinola polite and professional, but she was also warm and caring. I was so thoroughly impressed with her efforts and attitude! She made a bad situation a positive experience for the patient and his son and impressed me in the process. She explained what happened and what would happen to correct the problem. Then she went to work coordinating the transfer process entirely. She sent a follow-up message outlining what she had done, whom she contacted, and what we could expect next. Awesome customer service!!! Ms. Pinola goes above and beyond to ensure the Veteran's needs are all met. She also exhibits the ICARE values with the care and commitment to our nation's Veterans.