Jill Reeb, RN

It is with great pride and admiration that I recognize Jill Reeb for the outstanding service she provided to a Veteran facing one of the most frightening moments of his life. When a Veteran's low-dose lung cancer screening returned an incidental finding of a large esophageal mass, the clock began ticking. His Primary Care Provider acted quickly, ordering a CT with contrast and placing a priority referral for an EGD with biopsy to confirm his diagnosis.

What followed, however, revealed a gap between urgency on paper and urgency in practice. When the Veteran called nine days later, his Community Care referral had stalled. The Gastroenterology provider had not received the authorization packet, could not act on the letter of authorization number the Veteran had in hand, and was offering him an appointment in June, which was weeks beyond his service date and at a moment when every day mattered.

This is where Jill stepped forward, not just as a care coordinator, but as a true advocate. Rather than routing the issue back through standard channels and accepting the delay, she assessed the situation with clinical clarity and a sense of personal responsibility for this Veteran's wellbeing. She called Providence Gastroenterology directly, spoke with the scheduler, identified exactly what was missing, and made it happen.

Understanding that the provider needed the full authorization packet to even review his case, she gathered the HSRM authorization, CT results, and the provider's most recent note, and faxed them directly to Providence herself because she knew it was the right thing to do, and she knew how to do it.

Her instincts proved correct. The RN at Providence reviewed the packet and agreed the Veteran could be scheduled but needed final authorization before they could confirm. With the Providence scheduler still on the line, Jill simultaneously reached out to both the MSA listed on the referral and a Community Care authorization contact, coordinating across multiple teams in real time.

The final authorization was sent via secure email, and the Veteran was scheduled for his biopsy the very next day at noon. He did not have to wait through a weekend wondering about his diagnosis. He did not fall through the cracks of a system that was moving too slowly for the urgency of his situation. He got timely and appropriate care because Jill refused to let the process be an obstacle to the care he needed.

What makes this story even more remarkable is what came after. Although this situation occurred on a Thursday, Jill was scheduled to be on vacation the following week. Before leaving, she personally coordinated with the Cancer Care Navigation Team to ensure a seamless transition in his care. She also briefed the covering NCM so that this Veteran's needs would continue to be met in her absence. She didn't just solve the problem; she protected the continuity of his care beyond her own schedule.

This is what it means to practice at the top of one's scope, to think critically under pressure, to advocate fiercely and compassionately for those who have served our country, and to embody the mission of the Department of Veterans Affairs