Neonatal and NICU Support Programs

[Soft piano music playing]

[Baby romper on a hanger with daisies and the name Arya embroidered on it]

[Images from a baby’s bedroom, including with a crib mobile, and a wooden plaque with “NICU graduate”]

[Megan and Arya in the living room, reading a book]

[MEGAN SPE AKING ON SCREEN]

Text On Screen – Megan, Neonatal Resource Services Member

MEGAN: Having her so early was definitely scary. It was definitely a shock, a surprise.

Text On Screen – Megan gave birth to Arya three months early.

Text On Screen – At home.

Text On Screen – Alone.

Text On Screen – Unexpectedly.

After several calls with my doctor, being told it's not labor, the next day symptoms progressed. I kept calling the doctor, told it's not labor. I don't know how to deliver a baby. I'm by myself. I hope she's okay. I hope I’m okay. I think police were here in maybe three minutes.

[AMETH SPEAKING ON SCREEN]

Text On Screen – Ameth, Neonatal Resources Services Member]

AMETH: Before this, I had never heard of a baby being born three months early. I didn't know what that actually meant in terms of like being able to survive.

[Pictures of Arya in the NICU]

It was tough in those first few weeks, first few days, first few months.

[Picture of Ameth holding Arya in the hospital]

[Picture of Megan holding Arya in the hospital]

[JENNIFER SPEAKING ON SCREEN]

Text On Screen – Jennifer, Registered Nurse Case Manager Neonatal Resource Services

JENNIFER: I knew that must have been extremely traumatic. So I definitely wanted to be a calm, reassuring person for her. My name's Jennifer Nieheiser. I am a registered nurse case manager in the Optum NRS program. NRS stands for Neonatal Resource Services.

[Pictures of Megan and Ahmet in the NICU, including Ameth reading to Arya, feeding her a bottle, Arya in an incubator and Megan holding her hand with her finger, holding in her a swaddle]

We make first contact within three days of finding out that a baby has been admitted to the ICU and it's not a normal newborn circumstance. The goal of the program is to make sure the parents feel supported during their NICU stay and have a successful outcome with their baby, as possible, to get them home safely and have all of their needs met.

MEGAN: We didn't know it was part of our benefits. I think a lot of families probably don't. You don't plan to be part of the NICU.

[Photographs of Arya in the NICU and Megan holding her]

No parents expect that to be part of your journey. So knowing that it was something that was part of our insurance, was great.

[Photograph of Ameth holding Arya in a car seat]

AMETH: Jennifer made me feel prepared, knowing what's ahead of me and having a better idea of what to expect.

MEGAN: Jennifer made me feel empowered.

[Photograph, Megan and Ameth holding Arya in a car seat]

JENNIFER: I told her not to be afraid to be an advocate for her baby and to be sure to ask the nurses and the doctors the questions she had and not to feel intimidated by them.

MEGAN: I think our experience with the delivery, it was hard because I didn't feel heard. So what was different here was having somebody say almost like, I see you. And that was really nice.

[Upbeat string music]

Text On Screen – A year after Arya’s birth, Optum arranged for Jennifer to meet the family.

[Door knocking and door opening]

[Megan and Ameth greeting Jennifer and welcoming her into their home]

Hi, Jennifer. Welcome.

JENNIFER: Thank you.

MEGAN: It's so good to see you in person.

AMETH: It's so nice to finally meet you.

JENNIFER: When I walked in today, I guess I was looking for Arya. And that was my first thought, where's the baby? I couldn't wait to see her.

[Jennifer holding and engaging with Arya]

Oh my goodness. I am so glad to meet you. This visit today has made everything come full circle. I know I can make a difference.

[Jennifer’s visit in the home, holding Arya, Megan and Ameth smiling]

I know this program as a whole makes a difference.

[Megan and Arya in the home, playing, images of Arya smiling]

MEGAN: Sometimes I just, I look at Arya and I'm just like, wow, this journey that we've been on, this is what I've been dreaming of since the day you were born, like you being home and healthy. And wow, I'm so lucky and we're so fortunate for all the support we had.

[Megan, Ameth and Arya outside of their home, chatting with Jennifer]

JENNIFER: Happy families, happy babies, that’s the best part.

Text On Screen – Optum, Learn more at optum.com/nicu, ©2025 Optum, Inc. All rights reserved.