WEBVTT

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[soft piano music]

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[baby rattle shaking and clapping]

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[baby babbling]

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Having her so early
was definitely scary.

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It was definitely
a shock, a surprise.

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[soft music]

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After several calls with my doctor,
being told it's not labor,

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the next day symptoms progressed.

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I kept calling the doctor

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told it's not labor.

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I don't know how to deliver a baby.

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I'm by myself.

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I hope she's okay.

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I hope I'm okay.

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I think police were here
in maybe three minutes.

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Before this,
I had never heard of a baby

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being born three months early.

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I didn't know
what that actually meant

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in terms of like
being able to survive.

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It was tough
in those first few weeks,

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first few days, first few months.

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I knew that must have been
extremely traumatic.

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So I definitely
wanted to be a calm,

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reassuring person for her.

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My name's Jennifer Neiheiser.

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I am a registered nurse case manager
in the Optum NRS program.

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NRS stands for
Neonatal Resource Services.

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We make first contact

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within three days of finding out

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that a baby
has been admitted to the ICU

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and it's not a normal
newborn circumstance.

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The goal of the program is to

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make sure the parents feel supported
during their NICU stay

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have a successful outcome
with their baby, as possible,

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to get them home safely

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and have all of their needs met.

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We didn't know
it was part of our benefits.

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I think a lot of families
probably don't.

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You don't plan
to be part of the NICU.

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No parents expect that
to be part of your journey.

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So knowing that
it was something that

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that was part of our insurance,
was great.

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Jennifer made me feel prepared,

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knowing what's ahead of me

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and having a better idea
of what to expect.

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Jennifer made me feel empowered.

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I told her not to be afraid
to be an advocate for her baby

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and to be sure to ask
the nurses and the doctors

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the questions she had
and not to feel intimidated by them.

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I think our experience
with the delivery,

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it was hard
because I didn't feel heard.

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So what was different here

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was having somebody say
almost like, I see you.

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And that was really nice.

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[more upbeat string music]

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[door knock and door opening]

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Hi, Jennifer. Welcome.
- Thank you.

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It's so good to see you in person.
-It's so nice to finally meet you.

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When I walked in today,

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I guess I was looking for Arya.

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And that was my first thought,
where's the baby?

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I couldn't wait to see her.

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Oh my goodness.
I am so glad to meet you.

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This visit today has made everything
come full circle.

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I know I can make a difference.

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I know this program as a whole
makes a difference.

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[music]

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Sometimes I just, I look at Arya

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and I'm just like, wow,
this journey that we've been on,

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this is what I've been dreaming of

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since the day you were born,

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like you being home and healthy.

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And wow, I'm so lucky
and we're so fortunate

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for all the support we had.

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Happy families, happy babies,

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that's the best part.

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[music]