I nominate Kayla for her outstanding service to my elderly parents. My parents were extremely worried about the billing status of "observation" and had several questions regarding the billing and financial impact of their hospital stay. They were initially just handed a pamphlet and none of their questions were answered. We couldn't get ahold of the case manager and our insurance company's offices were closed for the day. Kayla took the time to call around and gather the information my parents needed to explain the billing and the financial impact of their hospital stay, putting their minds to rest after a very long and stressful day. It's people like Kayla that make the difference. You could tell she truly cared about my parents' well-being and she went the extra mile to make sure they were taken care of. Thank you!