When my twins were born 16 weeks early, I didn't know what to expect. After five months in the NICU, both boys came home with feeding tubes, a long list of follow-up appointments, and two very tired parents. We were surprised how NICU care prepares you to go home, but then once you get home, it feels like you're on your own. When I started getting calls from Regina, our NICU case manager, I didn't realize this was a resource offered to me and didn't realize it was the support I needed during the first year. Regina's experience made our conversations feel like talking to an old friend, and she amazingly took tasks off my long list when I didn't have the emotional energy to follow up where needed. Regina was the post-NICU support I didn't know I needed and am glad I had. I tell all my friends and family about our amazing nurse--my angel in Kansas City. Having twins in the NICU for five months is a unique, stressful experience. When both boys finally came home, I didn't realize how alone we would feel--even though we had many friends and family helping. My conversations with Regina were invaluable--I didn't have to qualify or explain the medical situations like I did with friends and family, and Regina always understood the extra weight of the NICU experience. Even when I didn't follow up on appointments or other resources for the boys, Regina didn't make any judgements and quickly and gladly jumped in to help me take tasks off my plate. I didn't know how wonderful it was to have a nurse partner in my corner until Regina stepped in. Every time we talked, Regina asked "What can I take off your plate?," and I knew she meant it. Regina coordinated with our pediatrician's office to help get the boys into nephrology much sooner. In every call, she thought of creative solutions or other things to try that we hadn't yet. She checked in with customer care when I had a question about benefits, and called our durable medical equipment company when I had questions about equipment and supplies. Most impressively, when I was complaining about trying to find daycare options for our twins with g-tubes, Regina went above and beyond and personally called at least 10 daycares in our area to ask about taking babies with g-tubes and made me a follow-up list of which centers I could follow up with. The weight that was lifted off my shoulders when she did that is indescribable. Though we only ever had phone conversations, Regina made us feel like she was a member of our extended support system. She took time to ask about the boys individually--which took a while given the unique needs of each baby. Regina also followed up on each phone call about what we discussed previously, always making sure to tie up loose ends. I was always impressed with the care we got from Regina. I once told her in an email that I would hug her if I ever met her, and I meant it! 

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Regina was patient and understanding when I explained all of my hardships as a first-time mom. She was able to empathize with the struggles we were having with our son not sleeping and offered support and a listening ear. She verified in network providers, set up consults and truly cares. Regina truly empathized with our situation and made us feel so much better when we explained our 3-month-old wasn’t sleeping. She explained how friends of hers and her own children had the same experience and it will get better, she made us feel less alone and we felt empowered by her sweet, positive attitude. Regina did not hesitate to coordinate a dietitian consult when I explained the food intolerances my baby may have through breastfeeding. She verified in-network lactation consultants and PT in the area before I even thought to ask. I will truly miss this program because of the personalized, exceptional care Regina provided during such a difficult transition in my life. She truly made a difference and my husband and I are so grateful for all the hard work she put into helping us. My husband was amazed at how long she would stay on the phone with me to listen to all of my struggles, she will be missed by our family!! Regina called and followed up with us as often as I wanted to. She asked questions about our son and truly cared and celebrated our wins (we struggled to breastfeed and when she found out we were able to exclusively breastfeed you would have thought I had just told a close friend!) She is the reason for an amazing program by GEHA and we were so lucky to have her. 

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Regina was always professional, compassionate, and calm on our phone calls. Even when I would complain about various things, she always thought of creative solutions or other questions to ask our healthcare providers. I always felt bolstered in my ability to coordinate the boys' care after talking to Regina. You wouldn't think to say that you looked forward to calls from your insurance, but I did!