CARE OUT LOUD
Interview with Jaylee Hilliard Part 2
Mary
Coughlin
(00:21:10)-Yeah, I think you know, the word that's popping up to me now
listening to you and if it again, it feels like it's a thread. I mean, when you described your
clinical practice, it was clear to me, you have a fierceness about, you know, family centered care, a fierceness about relationships and and comforting and all you know, all of those
really humanistic dimensions. And then, you know, when I remember one of my earliest
conversations with you, that fierceness came through loud and clear.
Mary
Coughlin
(00:21:41)-I mean, with a big heart, you know, it wasn't like beating people
over the head, you know, it's like, just a real fierceness, a clarity and a conviction to, you
know, like mama bear these these families in crisis. And so I'm just going to take you now
from the stories that you've been sharing and kind of building this, this beautiful piece of
art, if you will, that is your life, as you then transitioned into your role with AngelEye.
Mary
Coughlin
(00:22:10) -And of course, you know, I have the benefit of a little bit of an
inside scoop, you know, just because we've been together, you know, with the advisory
board for a little while, that I see that fierceness, do you feel that like how, when you made
that transition? Tell us a little bit about how and why you made that transition? And now
where you are now, you know, what, what is the, what is the feel of the work that you do
now?
Jaylee
Hilliard
(00:22:36) -Sure. So when I transitioned out of my previous director role,
you know, I took several months off to really reflect and find clarity about where I had been,
what was going on, you know, presently, and then what did I want to do in the future. And
one of the things that I had done was spent time on our the neonatal services line, and
pediatric and neonatal value analysis team where we had interacted a lot with different vendors and folks in industry. And I had found myself critiquing, if you will, how people
would pitch their product or their service.
Jaylee
Hilliard
(00:23:17) -And I had been the person that a lot of account managers were
approaching to try to, you know, get funding for their specific product or technology. And AngelEyes technology and who they were as a company and their mission and vision had
always really resounded with me. It made a lot of sense. I really appreciated that they were all about those connections and keeping families connected as much as possible. So having
that passion for, you know, family centered or family integrated care, that technology
resonated with me.
Jaylee
Hilliard
(00:23:51) -And so I approached some of the leaders atAngelEye at a
conference after I had resigned from my previous position, and told them that I was really
interested in helping bridge that gap between healthcare and industry. And I really believed in their product and their company and who they were and what they were doing. And I
would just love to find away to be a part of it. I didn't know exactly what that would look
like at the time.
Jaylee
Hilliard
(00:24:15) -But I knew that I had some unique tools in my tool belt, if you
will, to help support them on their journey as a company. So it has been nothing but a
privilege and an honor to serve in this capacity, as the Senior Director of Clinical Strategy
for the company. And it's been really incredible over the last three years to see how all the
background and experience has helped us really influence, you know, where AngelEye is as
a company and the direction that we can go in the future. And so I'm really, really excited
about that.
Jaylee
Hilliard
(00:24:50) -I'm going to pause for a second because I don't remember the second part of the question. I know it was how do I get there, but I forgot.
Mary
Coughlin
(00:24:57) -It's all good because I've forgotten it also.
Jaylee
Hilliard
(00:25:01) -Okay, you asked me how did I transition and then you said
something else about AngelEye and I forgot.
Mary
Coughlin
(00:25:07) -Oh, no, it's all good. I mean, I think the word that was jumping
out to me as you were sharing was holy moly, what a courageous chick. Not only is this
chick super fierce, but courageous. And I also like how you shared that you needed to take
that time off. I think it's important for people to understand that in order for your life to
unfold in ways that really align with your values, right?Align with your heart's mission.You
need to give yourself that time to really think about what is my nextstep?
Mary
Coughlin
(00:25:45) -How am I going to really fall into the place where I really am
being called to serve? I mean, many of us, myself included, you can just jump from position
to position because you just know it doesn't feel right, but you're not really sure what it's supposed to. Yeah, exactly. And so I really think that that was a beautiful thing to share with
everyone because everybody experiences this, right?Where do I go? I've learned a lot from
this experience. There's something here. There's something here.
Mary
Coughlin
(00:26:22) -And you said,I wasn't sure what it was going to look like, but
here you go. And I mean, those guys, Angel, I really made out in the deal. I mean, getting you
into that position to really then drive this vision of compassionate service to families in crisis. I mean, gee willikers, what an awesome calling. So here you are. What is the best
thing about the work that you do right now?
Jaylee
Hilliard
(00:26:54) -I think the best thing is knowing that in this position at Angel,
it's not just the opportunity at the bedside to support one family, one baby, one interaction
at a time, but we have our technology in more than 125 NICUs across the US. So interacting
with leaders that are in those roles that I have held in the past and just really being there to
support them, to advocate for them, to help them understand how the technology can
support them, the clinicians, the care team, and then also really minimize the impact of trauma that these families and babies experience while they're there.
Jaylee
Hilliard
(00:27:34) -That is the most rewarding piece of this job and knowing that
our technology is impacting hundreds of thousands of people. I think this year, year to date,
and this date is a little old, we have had, oh gosh, I need to figure out the number. It's like 10
million interactions on our platform. So 10 million connections with families just in 2022.
And to me, that's just so incredible to think about.
Jaylee
Hilliard
(00:28:12) -So whether it's a spouse or a family member that's overseas or
deployed or somehow separated or the family lives an hour or more away from the hospital,
we know a lot of these families struggle with competing priorities with work and siblings
and keeping their family and household running while their child's in the NICU. And this
technology allows them to not just be connected visually to their child, but to also be connected to the care team and that communication to support their child through pumping
and then also the education and resources they need to really be that ultimate partner in
care and feel confident when they transition from the NICU to home.
Mary
Coughlin
(00:28:58) -Yeah.
Jaylee
Hilliard
(00:28:59) -Yeah.
Mary
Coughlin
(00:28:59) -I think, I mean, what's really coming through in what you're
sharing with us is that there is the partner that we can actually have beautiful,
compassionate, loving partnerships with industry and meet our healthcare goals, right?
Meet our mission goals. Because I know sometimes, I mean, even my role as an educator, I
sometimes get folks kind of like a little side-eye me, like, well, what is in this for you doing
this education and that sort of thing. And it's like, I'm not even there. Like I'm not even
thinking about what's in it for me.
Mary
Coughlin
(00:29:38) -I'm thinking about what's in it for the babies, the families and
your colleagues. And I think the way you're sharing this story and I've seen it. Like, I mean, I
see how you work. I see how your company works, it is just so interconnected, like
completely committed to the human mission of the work and trying to meet those human
mission goals through cool technology, but never losing the focus, right? That this is about
creating connections, creating, maintaining and supporting relationships and really trying
to manage the trauma experience.
Jaylee
Hilliard
(00:30:18) -Absolutely.
Mary
Coughlin
(00:30:19) -So I guess, and of course, you know my passion is trauma
informed care.
So just in your view, and again, no pressure with this, but do you see that
there's a connection with a trauma informed approach to care in the NICU and the
technology that you guys develop and provide to hospitals around the world?
Jaylee
Hilliard
(00:30:43) -Absolutely. I think with our platform, we're really aiming to
support families and clinicians and mitigating that whole trauma experience that the infant
family dyad may experience.
Jaylee
Hilliard
(00:30:56) -So our tools are really aimed to connect, communicate, educate
and empower families so that they can really be the best parent and partner in care while
their child is in the NICU. And when you're communicated with, when you feel like you're a
member of the team, when you have somebody that's on your side to help you anticipate
what you should be expecting or that you're gonna be communicated with, whether you were able to make it to that two minute rounds at your baby's bedside or not, all of those
pieces work so well collectively together to help parents become that ultimate care partner
in the NICU. And from being a NICU nurse, I know there were a lot of times that were like,
why is this family not here?
Jaylee
Hilliard
(00:31:42) -Why are they not visiting? Or they never make it to rounds or
called to check on their baby.
Jaylee
Hilliard
(00:31:47) -What I've learned and observed over the years is that if you take time to get to know the family and understand where they're coming from, what
they're going through, what are all of those different components that make them who they
are today and all of their experiences add up to how they're handling and coping or not
coping with the experience in the NICU. So anything we can do to meet with them where
they are and give them access to the tools, to the people, to the team and to their child are
all things that can really help us achieve the ultimate goal.
Jaylee
Hilliard
(00:32:23) -And I know for everybody, that is that we are supporting
babies and achieving those ultimate outcomes, but also minimizing the trauma for the
family. I myself am still trying to cope and process through some of the like postpartum anxiety and trauma I experienced.
Jaylee
Hilliard
(00:32:42) -And if I experienced that being a NICU nurse and former NICU
director in the same NICU, I can only imagine how impactful and what a toll that takes on
families that are coming into this brand new world, this brand new universe and trying to
process that a long with that feeling of being disconnected and removed from your child and
in some cases really abruptly.
Mary
Coughlin
(00:33:10) -Yeah, I mean, all of these examples that you're sharing, I don't
know if I've ever told you this, but there are these principles or values they kind of go back
and forth with the term of a trauma informed approach. And it's about safety, it's about
choice, it's about collaboration, empowerment, and then trustworthiness. All of these kind
of combine and create either a trusting or a not so trusting milieu. And so all of those
examples that you shared really align with that.
Mary
Coughlin
(00:33:41) -So at least from my perspective, and I'm glad you agree, that
what your service is about is about being trauma informed.
And I think it's just really important for more, obviously for more clinicians, more healthcare organizations, but also
industry folks and vendors to really understand what it is to meet individuals where they
are and where they are is many of them are drowning and they're suffering, many of them
are so overwhelmed, they can't see which way is up.
Mary
Coughlin
(00:34:12) -And so we have these amazing opportunities and
responsibilities to really reach out, throw them that lifeline. And that lifeline is always
bridged by a human being. I mean, the technology is cool, but at the end of the day, it's the
human beings that facilitate that connection through the technology. So it's a beautiful
partnership.
Mary
Coughlin
(00:34:36) -It's really, I think it's amazing the work that you're doing and
how it's been informed by your life experiences, both personally, professionally, the whole
gamut. So I'll hit you up with this question that might kind of feel like a curve ball, but the
podcast is called Care OutLoud.
And I would love to know what that means to you.
Mary
Coughlin
(00:35:02) -When I told you that was the name of the podcast, what
thoughts went through your head?
Jaylee
Hilliard
(00:35:08) -So I'm glad that you brought this up and asked because I
received like a few of these questions, obviously before the podcast and I was trying to
process.
Jaylee
Hilliard
(00:35:19) -And to me, for some reason that was really difficult for me to
try to process or articulate or think through before our interview this morning. But I was
just on a call with a NICU director right before this. And she was talking to me about her life and experience. And she said that her sister gave her this gift that's hanging in her office.
And she showed it to me, it's like this little block. And it says, being a nurse is more than a
job. It's a way of life.
Jaylee
Hilliard
(00:35:52) -And when she said that quote and shared that with me this
morning, to me, I thought that is what Caring OutLoud is. Like it's not something that we
just do once or twice. It is, to me, being a nurse, it is more than a job. It's more than a nine to
five. It is truly a way of life.AndI think showing compassion and love and empathy to other
people, being a continuous learner and finding ways to support people and kind of meet them where they are are all ways that we can choose to care out loud every day.
Mary
Coughlin
(00:36:33) -Well, can I tell you, my friend, you care outloud in a big, huge,
wonderful way. I'm so blessed that you are able to share your time with me and share your
story with me.
Mary
Coughlin
(00:36:43) -I have just two more little questions to hit you up with. What
do you think? What is your one big thing that would tell you that you've met your mission?
You've done the work that you've been called to do.
Mary
Coughlin
(00:36:59) -What is that one big thing that lets you know that beyond a
shadow of a doubt, you're there? Is that too hard of a question?
Jaylee
Hilliard
(00:37:06) -No, I mean, it is a hard question.
Jaylee
Hilliard
(00:37:09) -And maybe this is because my own NICU experience as a mom is still so recent and fresh for me. But for me, that one big thing that lets me know that my
purpose in the world has been met is really raising my daughter to be a good human and to
teach her and be able to observe her showing love and compassion to other people and
finding her own way to contribute in the world so that whatever I've done in my lifetime is
just that.
Jaylee
Hilliard
(00:37:42) -But I think raising this next generation of humans to be kind
and to love others and find their own way to care outloud every day is what it's really
about. So for me, that's what it would be.
Mary
Coughlin
(00:37:55) -Well, and you're just absolutely the perfect person and you've
had great exposure to those types of influencing experiences with the role modeling of your
mom and working with the children in the camps. And then of course, Mr.King and the impact that he's had on your life. And now how you've been able to make this huge impact
on the lives of folks at AngelEye, I'm sure, I might be speaking out of turn, but I'm sure
you've touched them in meaningful ways. And you certainly have made a big impact on me
as well.
Mary
Coughlin
(00:38:23) -And I'm incredibly grateful to have met your acquaintance and
to really continue to partner with you in this beautiful mission that you have envisioned for
AngelEye and of course, for your life as well.
Mary
Coughlin
(00:38:35) -So we'll ask you one final fun question, okay? So we'll just take
a deep breath and just kind of relax a little bit. And now just so we can get to know a little
bit more about Jaylee, let's find out what is on Jaylee's bedside nightstand?
Mary
Coughlin
(00:38:53) -What is on your bedside nightstand?
Jaylee
Hilliard
(00:38:55) -Oh, this is a really good question. Okay, well,I should first preface this with, it is full of so much stuff because my daughter spends every evening in
there laying with me reading books. So it is full of books that a 20 month old enjoys reading.
The wonky donkey, learning our shapes and colors, a hundred firs twords.
Jaylee
Hilliard
(00:39:27) -So we're working on teaching and learning.
Jaylee
Hilliard
(00:39:29) -And then I also have my stress away essential oils.
Mary
Coughlin
(00:39:36) -I love it.
Jaylee
Hilliard
(00:39:37)-I've got essential oils there to help, you know, debrief at the
end of a day. And then I also have this really cool devotional, like a daily devotional about
dealing with stress and anxiety. And I found that this daily devotional and just like, you
know, reflecting on God's word and, you know, trying to put things that are going on in our
own life and world and perspective has been really helpful as I kind of close out the day and
start a new day. So there it is. I absolutely love it.
Mary
Coughlin
(00:40:19) -And it's not very surprising what you have on your nightstand
now that we've heard your story and everything, and it really just aligns with just the
amazing, beautiful soul that you are. And again, I'm so grateful that you shared your time
and shared your story with us.
Mary
Coughlin
(00:40:35) -And I hope that, you know, sharing your story really impacts
those that are listening, you know, that they really feel that, you know, it's cool to follow
your heart. It's cool to be fierce. It takes courage to make a difference and leave an impression in the world.
Mary
Coughlin
(00:40:52) -But if you really wanna step into the invitation to care outloud,
which I think is an essential element of all of us, right? We all wanna step out and make a difference in the world that you've just left a beautiful mark in the hearts and souls of those
that have been listening and some pretty good examples of how to get there as well.
Jaylee
Hilliard
(00:41:15) -Thank you so much, Mary. You and your group are just incredibly inspiring. And I always have a great time and enjoy some good laughs when
we're together. So thank you so much for the experience and for the invitation to
participate. I'm so excited about all the amazing things that you're doing in the world of
neonatology today too.
Mary
Coughlin
(00:41:37) -Oh, thank you so very much,Jaylee.
Jaylee
Hilliard
(00:41:41) -Have a good day.
Mary
Coughlin
(00:41:42) -You as well, my friend, you as well.
