May 2025
NSM Launches Client Contact Pre-Purchase Process for Complex Power Wheelchairs
Today, NSM has an inconsistent process for verifying key client information directly with the client prior to purchasing equipment, which many times leads to order cancellations and unused inventory.
As the first step toward a solution, effective May 5th, we implemented a client contact process for all clients who have a Complex Power Wheelchair Order. During this process, we are verifying three key pieces of information PRIOR to purchasing the equipment, including; insurance coverage, home address, and facility status (i.e. hospital, nursing home, hospice care). After we have completed all payer submissions, if we have a mobile phone number on file, we will send an automated text message to the client requesting they provide the needed information. If they don’t respond to the first text message request, we send one reminder text message 24 hours later. If there has been no response from the client using text message, a Funding Specialist will place a call to collect the needed information at the time of Final Funding Approval.
PPQA and Purchasing for Complex Power Chairs will not be completed until we can validate this information with the client. In the event we cannot reach the client, and the client later returns our call, whomever answers the call can validate this information with the client and document it in the work order to prevent delays in the process.
Additionally, we have expanded the use of automation in text messaging clients who have New Equipment order types of Power Chairs, Manual Wheelchairs, Aids to Daily Living, Custom Seating, and Scooters to verify the same three key pieces of information, including; insurance coverage, home address and facility status (i.e. hospital, nursing home, hospice care). While there will not be a stop today before we purchase equipment for these order types, we will still review the results and take action, and are working toward that step in the future.
Click here to learn more and how you can help.
Company Updates
Let's Keep the Momentum Going - April Closes Out with 4.4 Average Google Review Rating
NSM closed out April with an overall 4.4 average Google Review star-rating for the company and 227 total Google Reviews! This is in comparison to 86 total reviews and a 3.8 star-rating at the close of April in 2024.
Click here to download and view the current leaderboard. Currently, 55% of NSM branches have reached the goal of a 4.0 - 5.0 score, while 15% are on the cusp between a 3.5 and 3.9, and 30% of NSM branches are sitting between a 1.0 and 3.4 Google Review rating.
With this in mind, please remember the importance of the power of a positive Google Review rating and continue to
just ask happy clients for more reviews. The more positive scores, the higher your overall star rating will climb.
2025 Year-to-Date Google Review Rating Update by Division
- South Division: 4.54 YTD Average (335 total reviews)
- North Division: 4.39 YTD Average (188 total reviews)
- West Division: 3.98 YTD Average (128 total reviews)
- Access Standalone Locations: 4.75 YTD Average (36 total reviews)
- Canada Division: 4.78 YTD Average (103 total reviews)
Click here to view helpful Google Review resoures.
Deadline for Performance Development Discussion Self-Reflections Extended to 5/19
We believe our employees are NSM’s most important resource, and we want to hear from you! Please don't forget to take a few minutes to complete your self-reflection in UKG before 12:00 CST on Monday, May 19. If your self-reflection is incomplete at that time, it will be pushed to your manager’s queue as a blank document.
Performance Discussions offer an opportunity to engage in meaningful, two-way conversations with your leader related to successes, opportunities, and career interests. Your feedback is key to the process. Your manager wants to hear how you are doing and how you can be better supported.
Click here to access the Performance Development page on WNSM. A Performance Development Guide and step-by-step job aid are posted and will be helpful resources. Additional FAQs are also included below.
NSM Supplies Team Growing Stronger Together in Q2!
With the focus on growing our Supplies Team at NSM, we are thrilled to announce some exciting additions and updates to our ever growing team.
New Roles
- Three new Customer Service Representatives (CSRs) have joined our team, bringing fresh perspectives and expertise.
- A new Payer Support Specialist will enhance our understanding of different payers, new to the Supply team.
- An additional Intake Manager will lead our team to new heights.
Internal Promotions
We're proud to have promoted talented team members from within, recognizing their hard work and dedication.
- Amanda Florence has taken on the Supply Payer Support Specialist Role. She has been in the industry for over 10 years, combining her expertise in Funding and Supplies, making her the ideal person to take on this new role!
- Bobbi Cruz has been promoted to Intake Manager. Bobbi has been working with our Supply team, in various roles, for over 15 years. She brings vast knowledge of the Supplies process and documentation requirements to the position!
Expanding Our Reach
Our recent acquisition of Herron & Smith has allowed us to quickly expand our services into two new states: New Hampshire and Vermont! This growth opportunity will enable us to better serve our clients and customers.
A HUGE Thank You!
We're grateful for our team's commitment to excellence and look forward to continued growth and success together!
In Case You Missed It: May CEO Monthly Update
If you have not already, be sure to take time to read the May CEO Monthly Update where Crispin shares key highlights on our progress in the focus areas discussed at Symposium and our March town hall. These updates won’t cover everything but will focus on the most important learnings and their impact on you and our clients.
Click here to view the full update.
Field Support Updates
NSM & Permobil Enhance Supply Relations With $1000 Cost Reduction F3 SPO and M3 SPO- Securing Profile Rank 2 For K0856
As an ongoing enhancement to the NSM | Permobil supply relationship Permobil is offering an incremental discount, valued at $1,000 for the SPO F3 and SPO M3. As a result the F3 and M3 will be added as Rank 2 to the K0856 Power Profile which will make them bonus eligible products while also supporting more clinical solutions to our clients. Quantum still maintains a cost advantage but Permobil has closed some of the gap with this promotional price through 12/31/2025.
Fresh New Look For Sunrise Manual Wheelchairs-Download The Client Guide!
Sunrise has launched fresh new frame colors for their entire line of Manual Wheelchairs. Mobility Advisor is updated to reflect these bright, trendy new colors. Click here to download the color guide and share the QR code with your clients to let them instantly customize their ride on their smart phone. Sunrise will honor all quotes in the system with the legacy colors and will continue to provide parts replacement in the legacy colors for the next 5 years.
Sunrise has discontinued their foam in place kit which have been removed from Mobility Advisor. We recommend working with Ki Mobility for their foam in place kits.
TiLite X and TiLite Z Approved For Use With Alber Power Assist Products
Permobil has announced that the new TiLite Z and TiLite X are tested and confirmed to be compatible with Alber’s line of Power Assist technologies including; Emotion, E-fix 35 and Smoov. The PDG Fuze T50 was also confirmed compatible with the Emotion and E-fix 35.
Quantum - The Sun Is Setting On The Handheld Programmers
At the end of 2025, the handheld programmer will be phased out and no longer capable of programing the new Quantum Rehab Wheelchairs. Please work with your Quantum Rep throughout this year to get fully prepared to convert to Econ-1 and computer programming for power chairs.
Quantum’s New J4EHD Starts Shipping End Of May!
Quantum’s new J4EHD supports up to 400 lbs of weight capacity, with power tilt and power seat elevation with an optional powered articulating foot platform. Independent suspension and 14” solid drive wheels contribute to a comfortable, smooth ride while 4 pole motors and 20” turning radius provides excellent torque power but with compact indoor maneuverability.
NSM Partners With Sunrise Medical To Secure Demo Support For The Leckey MyWay+ Gait Trainer
Contact your Sales Rep today to secure the sizes and accessories you need!
Leckey MyWay+ Unique Features:
- New Pedal add-on to increase the dosage of hip mobility to promote central pattern generators (CPGs) and get kids active with their families
- Side stepping feature - locking the castors perpendicular to the frame for hip abduction side stepping therapy
- Upright head/shoulder gait posture instead of protracted gait posture
- Hoistable corset vest for easier transfers into the system
- Foldable/transportable
New and improved 7” castors and bearings for a smoother all-terrain ride!
NSM Secures Best In Class Pricing For Drive Medical Mechanical Patient Lift And Slings
NSM Supply Chain has secured even better pricing with Drive Medical for their Mechanical and Fully Electric Patient Lifts and Slings. With free shipping and stock immediately available, we highly recommend making Drive’s mechanical lift your go-to solution. Best Care continues to have the best price for fully electric lifts, even with shipping charges included.
Convaid Coaster Is Being Phased Out, Replaced By Convaid Coaster Scout
Ki Mobility is phasing out the Convaid Coaster and optimizing the Coaster Scout to meet more patient needs and insurance thresholds. NSM will be updating the Coaster Scout in MA to make the lumbar positioning optional, off-road tires optional and hand brake optional while removing the Convaid Coaster from MA.
May Product Spotlights
Click here to view the product spotlights from Quantum, Ki Mobility, Sunrise, Drive, Rifton, SleepSafe Beds and Raz Designs.
Lifestyle
May Milestone Anniversaries
Let's take a moment to celebrate May milestone anniversaries of 5, 10, 15, 20, 25, 30 or 35 years. Congratulations on your anniversary! Thank you for your service!
FIVE YEARS
- Jamie Patton (ATP, St. Louis, MO)
- Matt Underwood (ATP, Jackson, MO)
TEN YEARS
- Eric Bailey (ATP, Dallas, TX)
- Don Maulucci (ATP, Buffalo, NY)
FIFTEEN YEARS
- Justin O'Young (ATP, Chicago, IL)
TWENTY YEARS
- Mark Morton (ATP, Harrisburg, PA)
TWENTY-FIVE YEARS
- Jonathan Hyzak (ATP, Temple, TX)
THIRTY YEARS
- Traci Hersman (ATP, Grand Rapids, MI)
Mission Moment: Parents Peace of Mind
NSM client, Liam, is a non-verbal, 6-year-old boy who lives with Level 3 Autism, PICA, and Epilepsy who lives in Boston, MA. Liam eats non-food items at times (paper, rocks, strings, grass, dirt), bangs his head, scratches himself, bites himself or others, has no concept of danger or staying close to us when out in public. Liam’s parents are always on-guard all day, every day until they received a safety bed to help keep Liam safe at night and allow them to rest and recharge.
Liam’s Dad sent a letter of recognition to Justyna’s supervisor Kim Giordano.
Thank you, Justyna Wozny and Kim Giordano and the NSM team for being a cog in this machine of support for vulnerable kids and adults that live with certain differences as my son does. I won't forget this effort and work as long as I live. We've spent at least four years waiting for something to happen in his room while we're sleeping - I put 28,000 miles on my car in 9 months just to drive him around to get him to sleep - this new bed will quell so much anxiety for us as parents and keep him safe and monitored throughout the night. You guys are instrumental and vital to the process of getting these medical necessities to these kids and adults.
One person who stands out to us is Justyna Wozny. She provided the best of service for our boy. She was prompt and communicative - she expertly explained things with clarification and not as if she was trying to get me off the phone or dreading another e-mail from me and that's been the common thread these days from providers on the phone or through e-mail. I’m a squeaky wheel and can be quite persistent. Justyna accepted this with grace and handled every objective throughout the process with such urgency. I finally found a provider that met my kid’s needs with the same urgency and importance as I would have done it myself.
As parents, we no longer have to worry about him waking up in the middle of the night falling and hurting himself. Not only from our perspective is he safe, he feels safe, as evidenced by his ability to accept the closing of the mesh door on his little special bedtime cocoon. He's in love and so are we.
Thank you, forever. - Sincerely, Brian M.
5-Star Google Review Shoutouts
5-Star Shoutout for Branch 203
Excellent experience! Chase was kind, helpful and took the time to explain how the wheelchair works for my son. Chase is a great communicator and is skilled in this trade. My son is showing off his new wheels at school and loves his new wheelchair!
5-Star Shoutout for Branch 82
Jeff always does is always great job with my daughter's wheelchair services. The company as a whole has exemplary customer service! 10/10!
5-Star Shoutout for Branch 140
We are new clients and want to give a shout out to Jennifer who has been so helpful and knowledgeable and to technician Joe Kuschnick who we met today. Joe delivered and installed new wheelchair tires for my son. He was very professional, patient and thorough. He made sure the brakes were adjusted for the replacement tires and provided tips for placing them with arrows forward to reduce getting sprayed with rainwater! It was a very positive encounter- Thanks Joe!
Click here to view more 5-star Shoutouts!