Ms. Nirma Torres is a recent hire from primary care at Manhattan VA and recently joined my primary care team. There has been a major focus in our department on enhancing RN care coordination to improve our SAIL metrics. Ms. Torres has taken her vast experience in Manhattan VA and provided a model to our department of how to utilize care coordination to improve ERPR and SAIL metrics and prevent ACSC hospitalizations and readmissions. She is incredibly efficient which increases my MD efficiency and between scheduled patients, she is completing her post-discharge post-ED and COVID follow-up calls. Ms. Torres ensures all our patients get prompt responses to telephone calls and secure messages which makes my job as well as our PACT MA the call center primary care front desk and nurse triage jobs run more smoothly and improves patient satisfaction measures. She is extremely skilled at triaging and providing nursing assessments and plans for same-day visits which alleviates bottlenecks with our primary care front desk intake and messaging. She is also warm and kind and our patients very much appreciate her bedside manner so the patients after seeing her are in especially good spirits for my visit.