July 15, 2025 

IT SECURITY ALERT
Medicare Fraud Scheme Involving Phishing Requests Via Fax and Other Means

CMS has identified a fraud scheme targeting Medicare providers and suppliers. Scammers are impersonating CMS and sending phishing requests for medical records or payment of alleged Medicare debts, often via fax or email, falsely claiming to be part of a Medicare audit or debt collection efforts.

Important: CMS generally does NOT initiate audits via fax or email unless a provider requests it, and Medicare overpayment collections are handled through an established process through the Medicare Administrative Contractors (MACs). 

How to Verify if a Request is Real or Fraudulent
If you receive a suspicious request, do NOT respond. Instead, follow the process below to verify whether the medical records request is real or fraudulent.

- If you have receive a request via fax: Forward the fax to MedicareRentals@nsm-seating.com to be verified. 
- If you receive a request via email: Follow the normal phishing reporting process by clicking the Outlook ‘Report Message’ button or forward the email to Phishing@nsm-seating.com.

When in doubt about a fax or email, the wisest response is to avoid clicking on any links or adhering to any instructions, even if it is from a known non-NSM business partner.

Your vigilance and cooperation are essential to keeping our systems operating as needed to continue serving our clients. Thank you for your continued commitment to safeguarding our systems. 

 

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COMPANY

Crispin Reflects on First Half of Year Progress & Shares What to Expect in Second Half in July CEO Monthly Update

If you have not already, be sure to take time to read the July CEO Monthly Update and encourage your teams to do the same. In the July issue, Crispin reflects on how far we've come in the first half of the year and shares where we're headed in the second half of 2025. 

NSM Closes Out June with 4.5 Average Google Review Star Rating 

We closed out June with an overall 4.5 average Google Review star rating for the company, with 203 total Google Reviews and 85% of those being 5-star reviews. 

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 16% are on the cusp between a 3.5 and 3.9, and 29% 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 encourage your teams to continue to just ask happy clients for more reviews. The more positive scores, the higher your overall star rating will climb. Below we've outlined a division breakdown of results for June and 2025 so far. 
 

June Google Review Rating Update by Division

• Access Standalone: 4.5 (8 total reviews)
• Canada: 5.0 (38 total reviews)
• North Division: 4.2 (59 total reviews)
• South Division: 4.5 (69 reviews) 
• West Division: 4.1 (29 reviews)

2025 Year to Date Google Review Rating Update by Division

• Access Standalone: 4.7 (51 reviews YTD)
• Canada: 4.8 (175 reviews YTD)
• North Division: 4.3 (288 reviews YTD)
• South Division: 4.5 (477 reviews YTD) 
• West Division: 4.1 (185 reviews YTD)

Permobil Issues Stop Shipment for Smart Drive Speed Control Dial

Permobil has paused all shipments of the SpeedControl Dial in light of intermittent performance concerns. This decision was made to align with Permobil’s commitment to delivering the best products to their customers. Ensuring the quality of their products and the safety of their end users remains Permobil's top priority. 

Customers can still purchase Permobil’s SmartDrive MX2+ power assist device, which can be controlled by the following options:

• A wired SwitchControl
• Through the SmartDrive MX2+ App, which remains supported for wearable control via Apple Watch or Samsung Galaxy Watch. See compatible wearables here.

More information about the SmartDrive MX2+ device and controller options can be found here.

If you have questions or concerns, please reach out to our Permobil SmartDrive Technical Support at (800) 736-0925.

NSM’s Supply Chain Team is closely monitoring the situation and will provide additional details when available. 

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PEOPLE

NSM Looking for General Managers in AZ, CO & WI Branch Locations

At NSM, we believe in the immense talent and potential of our employees. That's why we are sharing some internal opportunities for growth within our organization. General Managers are key leaders for NSM. They lead vital branch activities/initiatives, influence quality, drive exceptional customer care, and build our employment culture. We are looking for General Manager candidates in the following locations.

• Phoenix, AZ (requires travel approximately 25% of the time)
• Centennial, CO (requires travel approximately 25% of the time)
• Milwaukee, WI (no travel required)

If you are looking for a way to develop new skills, leverage your current skills, and broaden your understanding of our operations, please click here to learn more and apply today.
 

2025 Tobacco Cessation: Start Your Journey to Quitting TODAY!

As part of our commitment to the care and concern for the physical wellbeing of our employees, their families and our customers, National Seating and Mobility remains focused on providing a safe and healthy workplace that includes initiatives aimed at reducing tobacco use of our employees. Tobacco use is not only life threatening, treatment of the associated diseases increases Medical, Dental, Disability and Life insurance costs for NSM and our employees. To support you in quitting use of tobacco, NSM has partnered with BCBS to offer free tobacco cessation coaching programs.

In addition, to help offset the excess costs associated with tobacco use, employees who are tobacco users and enrolled in any of our medical plans will pay a $30.00 per month tobacco surcharge beginning January 1, 2026. Tobacco use is defined as smoking (including: cigarettes, pipes, cigars, ecigarettes, vaping and/or any other types of smoking devices or products) and use of smokeless tobacco (including: chew, dip, snuff and/or any other type of smokeless tobacco.) If you are not tobacco free at this time, you can avoid the surcharge by completing one of the tobacco cessation programs by October 22, 2025. 

Click here to learn more!

July Employee Milestone Anniversaries 

Click here to see which NSM employees are celebrating a July milestone anniversary of 5, 10, 15, 20, 25, 30 or 35 years. Congratulations on your anniversary. Thank you for your service! 

Government of Canada Announces Tax Relief Effective July 1, 2025 (Canada Employees Only)

The federal government recently implemented a 1% reduction in the lowest personal income tax rate, dropping from 15% to 14% effective July 1, 2025.

• For the 2025 tax year, this translates to an effective rate of 14.5% due to the mid-year implementation.
• The middle-class tax cut would reduce the tax rate that is applied to the first $57,375 of an individual’s taxable income, regardless of their income level.
• No action is required. Tax tables will be updated in the UKG payroll system.

If you have any questions, please reach out to hrcanada@nsm-seating.com.

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PURPOSE

 

Mission Moment: Perfect Fit in Pink

Can’t thank my amazing team at NSM and Ki Mobility enough for getting me in a new chair that is much lighter, easier to maneuver, and doesn’t cause me pain.

It was also delivered to me by the time I was home from the hospital!

5-Star Google Review Shoutouts 

5-Star Shoutout for Branch 19 (San Jose, CA)
My mother has not been this independent in years. I am so thankful for Jacob, who helped decide which chair would make her most comfortable and Trevor who walked me through every step along the way. I am eternally grateful that my mom has a new lease on life. Thank you!!!

5-Star Shoutout for Branch 87 (Columbus, OH)
I would highly recommend National Seating and Mobility to anyone who is looking for a Mobility device. Nathan, Michael, and Stephanie all treated me with kindness and respect today while dealing with my wheelchair maintenance issues. If you are looking for a chair or other Mobility device, NSM is the place to call!

5-Star Shoutout for Branch 151 (Jacksonville, FL)
My son received his power wheelchair via personal delivery and the experience was outstanding! The care and detail put in was so appreciated! We felt cared for and thought of! Thank you so much NSM from the phones calls and follow up, to the delivery and demonstration! Very personable!

5-Star Shoutout for Branch 502 (Surrey BC)
Anisha was extremely helpful in the whole process for us to secure equipment. Thanks for your help and kind nature!
 

View more 5-star Shoutouts on the Google Review WNSM page.