In my position, I frequently have the opportunity to hear Tera talking with patients in the hallway outside my office. She is consistently kind and compassionate and goes out of her way to help them. Recently, a patient was struggling with getting access to a medication prescribed by the doctor because insurance would not authorize. I heard her have several conversations with the patient in one day and each time, it was clear she had new information based on her efforts with the doctor, the pharmacy, and the insurance company. The patient was clearly distressed, and Tera's warm demeanor and hopeful attitude provided comfort and reassurance. After a good deal of time and effort, she was able to help the patient get the necessary medicine, but it was her persistence and pleasant demeanor that really stood out.