Nearly 1 in 10 babies born in the United States spends time in a neonatal intensive care unit (NICU). For families, it’s often an unexpected journey marked by medical uncertainty, logistical challenges, and difficult decisions.

During these moments, support extends far beyond clinical treatment. Cigna Healthcare nurse case managers help families coordinate services, navigate benefits, understand treatment plans, and prepare for what comes next.

Seana K., a nurse case manager on Cigna Healthcare’s NICU team, works closely with families whose babies are born prematurely or require specialized newborn care. One of those families is Kallie and Michael from Chicago, whose daughter Nicoletta was born 16 weeks early while they were on vacation in Miami.

"I never thought somebody I never met would be such a huge part of our story."Kallie, Cigna Healthcare customer

In this Q&A, Seana shares her story, which offers a window into how Cigna Healthcare’s nurses, advocates, pharmacists, and care teams support customers through some of life’s most complex and emotional health moments.

How common are NICU stays, and why do babies need NICU care?

NICU stays are more common than most families expect.

Nearly 1 in 10 U.S. infants spends time in a NICU, and admissions have been increasing. The Health Care Cost Institute reports that 18% of newborn admissions in 2021 involved some level of NICU care among commercially insured populations, an 8% increase since 2017. Premature birth rates also remain high, with almost 380,000 babies born preterm in 2024.

Babies may need NICU care for many reasons, including premature birth, low birth weight, complications during delivery, or other medical conditions that require specialized treatment and monitoring.

Every family’s situation is different. That’s why personalized support is so important during this time.
 

How is support for families evolving during complex care journeys like a NICU stay?

One of the biggest opportunities in health care is connecting families with support as early as possible.

Through ongoing enhancements to care management capabilities, Cigna Healthcare is continuing to strengthen how it identifies high-risk situations and connects families to experienced clinical teams. The goal is simple: help families access personalized guidance, care coordination, and support when it can make the greatest difference.

When families are facing uncertainty, having the right support at the right time can help them focus less on navigating the health care system and more on their loved one.
 

What does support actually look like for a family during a NICU stay?

Every family I meet in the NICU is carrying the same question: Will my baby be okay?

That question takes up almost all of a parent’s emotional and mental energy. They’re spending long days at the hospital, learning medical terminology they never expected to hear, trying to keep up with work and family responsibilities, and worrying about what comes next.

Then all the practical challenges start piling up: appointments, paperwork, medical bills, coverage questions, referrals, discharge planning, and preparing for life after the hospital.

My job is to help carry as much of that burden as possible so parents can focus on their baby.

Families shouldn’t have to coordinate every part of their care journey on their own. Part of my role is bringing together the people, information, and resources they need so they can focus on what’s most important: their child.

In practice, that can mean reaching out shortly after birth, helping families understand benefits, coordinating referrals, answering questions about medical bills, connecting them with resources, preparing for discharge, and helping arrange home care and other support services when needed.
 

Why is emotional support such an important part of the journey?

Families need someone they can lean on.

When you’re in the NICU, every day can feel uncertain. Parents are trying to process an overwhelming amount of information while dealing with fear, stress, and exhaustion.

When Kallie described her experience, she told me she never had to worry because she knew someone was helping her navigate the process. That’s the goal.

When families know they have someone in their corner helping them understand what’s happening and coordinating the details, it gives them peace of mind and allows them to focus on being present with their baby.
 

How long do babies typically stay in the NICU?

There really isn’t a typical length of stay.

Some babies spend only a few days in the NICU, while others require months of specialized care. The length of stay depends on the baby’s condition and individual medical needs.

For Kallie and Michael’s daughter, Nicoletta, the journey lasted five months before she was healthy enough to transition home.

The long stays can be especially challenging for families, which is why ongoing support and care coordination are so important throughout the process.
 

What do you hope people understand about supporting families through a NICU journey?

I hope people understand that no family should have to navigate a journey like this alone.

There is still important work to be done to improve infant health outcomes and help give every baby the healthiest possible start in life. Until then, it’s critical that families have access to support, guidance, and advocacy when they need it most.

That’s what nurse case managers do every day. We help families understand what’s happening, coordinate care, connect to resources, and navigate a complicated health care system when everything feels overwhelming.

And for employers, it’s a reminder that when employees face unexpected health challenges, access to experienced clinical support can make a meaningful difference for both the family and their overall care experience.

As a nurse case manager, my wish is that no family ever has to go through what Kallie, Michael, and Nicoletta went through. There is still much work to be done to improve infant health outcomes and give every newborn the healthiest possible start.

I’m proud to stand alongside NICU families and show up for them during some of the most uncertain moments in their babies’ care. The consistent support that nurse case managers provide reflects how Cigna Healthcare approaches care more broadly.

Supporting employees through complex health challenges

When employees face one of life’s most difficult and unexpected moments, access to experienced clinical support can make a meaningful difference. Nurse case managers help coordinate care, navigate benefits, connect families to resources, and provide guidance through periods of uncertainty so employees can focus on what matters most: their loved ones.

It’s one example of how personalized care management can help improve experiences during high-stress, high-need health events.

To learn more about Cigna Healthcare’s clinical advocacy and care management programs, contact your Cigna Healthcare representative or broker.