Care Team Success Story: Olivia Grace

Often the answers are within reach—our Care Team helps families find them.

Baby Olivia, cochlear implant recipient

When baby Olivia was just 3.5 months old, her parents received life-altering news: their beautiful miracle baby had been diagnosed with profound bilateral sensorineural hearing loss - sweet Olivia is profoundly deaf. After years of hoping and waiting for her arrival, they finally had their little girl. And now they were being told she couldn’t hear.

The family shared that the shock was overwhelming. At first, the doctors and nurses thought it was just fluid from her C-section birth, a common cause of failed newborn screenings. But as test after test confirmed the diagnosis, grief turned to determination.

More than 6,000 U.S. infants born in 2022 were identified with a permanent hearing loss. 1

In April 2025, we received an incoming Care Team request from Olivia’s parents through our website: "We need help funding her cochlear implants. Our insurance excludes all hearing benefits, and we don't qualify for financial assistance."

That’s when the LexCare Care Team stepped in. And from the moment we connected, Care Team Leader Molli DeRosa, promised what we promise every family: “You are not alone. We will walk through this season with you through empathy, guidance and care coordination. We won’t leave you.”

Molli, also the mother of a child with cochlear implants, called the parents directly and scheduled a Care Team consultation. She walked them through everything—what cochlear implants are, how insurance navigation works, what questions to ask their provider, and how to prepare emotionally for the journey ahead.

LexCARE’s Care Team vision has always been to staff the program with parents and family members of people with hearing loss—individuals who understand the journey firsthand. This creates meaningful, flexible employment for caregivers (for example, a parent navigating their child’s speech therapy schedule) who are also deeply passionate about helping others. Because they’ve walked this path themselves, they are uniquely equipped to walk others through it too.

The family was still early in the process. No official denial had been issued yet, but after multiple calls with their insurance provider, it was clear that hearing-related surgeries would not be covered. Molli helped them explore their options, including switching to a new plan through the Marketplace. She reviewed policy language with them, connected them with Cochlear America’s insurance support team, and shared physician advocacy templates to help push through a possible appeal.

But beyond the logistics, what they needed most was someone who gets it.

“Having people like you to talk to makes me feel not alone and makes this situation feel like there is hope for her,” Mandy, Olivia’s mom, wrote. 

Throughout the following weeks, Molli was there. She answered texts late at night, checked in after every doctor visit, and offered personal encouragement through each wave of anxiety.

After meeting with a new audiology team and switching to a different surgeon, the family received incredible news: Olivia’s pre-surgery tests revealed - she was a candidate for cochlear implants. And their new insurance, effective May 1st, showed no exclusions. Molli celebrated right alongside them.

On July 7, 2025 - a date they say they'll never forget - Olivia underwent her first cochlear implant surgery. Her parents lovingly called her a "little warrior," sharing updates from recovery with smiles through the tears. Molli kept in touch all day.

"She’s home, in pajamas, in Mommy’s arms, having a bottle," they texted.

"All is well."

Just a few weeks later came activation day: the first day Olivia’s cochlear implant would be turned on. Olivia didn’t cry. In fact, she kept her processor on the very next morning. Her family caught the moment on video - the exact second she heard their voices for the first time. She turned towards her Mom, then to her sister. Olivia could hear!

Today, Olivia is thriving. She lights up when she hears her sister's voice. She watches Miss Rachel and responds to music. Her vocabulary is beginning to build.

Watch baby Olivia babbling and talking while waiting for her second cochlear implant.

There have been moments of fear. Times when sounds didn't trigger a reaction. But Molli was always there to remind them: this is a journey. One step at a time. With patience, consistency, and love, Olivia would get there.

“Molli, some days I feel fragile and unsure,” Mandy shared.

“But you always know what to say. I just want her to have every opportunity. Thank you for being a light for us.”

This is the heart of our Care Team work. Not just helping people hear, but helping families find hope. Every text, every call, every update from a hospital room - it’s all part of the story. And what a beautiful story Olivia is writing.

In October 2025, Olivia underwent her second cochlear implant surgery. She was activated the day before Thanksgiving, and is already talking more and more. In fact, she has already said her first word. Her parents shared that she is starting to follow directions and they are simply blown away by her progress.

“There is so much to be thankful for. We can’t wait to watch her soar.”

If you suspect a family member, loved one or friend has hearing loss, please submit a Care Team request and let us guide you through to solutions that change lives. HERE