May 13, 2025

Welcome to the inaugural issue of HEARTS Beat! We're so happy to finally unveil this new bi-weekly employee communication to you!

The name HEARTS Beat brings our core values front and center to be a constant reminder of how we serve our clients and why we are all working at NSM. HEARTS Beat's focus is on three key areas: The Business, Our People and Our Purpose.

The goal of HEARTS Beat is to provide timely updates related to our business operations and helpful resources to support and recognize our employees. We will also share updates on events and activities that are happening across our company and our industry.

We would love to hear what you think of this new format. Please send your comments, questions and feedback to feedback@nsm-seating.com.

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COMPANY

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 5^th, 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.

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.

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

Click here to view the full update.

 

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PEOPLE

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.

Your HR team will be actively leading this process. Please don’t hesitate to contact your HR Business Partner with any questions or to receive additional guidance. 
 

New Employee Training Coming Soon: I’m Not an ATP, Why Do I Need to Understand the Equipment?

NSM's Payer Relations Team is beginning a series of training courses beginning the week of June 9th. The training, I'm Not an ATP, Why Do I Need to Understand the Equipment is recommended for any NSM employee who is responsible for Coding, Pricing, Funding, Billing, and/or Collections. This will be a formal, yet interactive training via Teams on the world of mobility equipment. You do not need to learn how to build a wheelchair, but understanding all the parts and pieces will make your job much easier, which will not only benefit NSM but our clients as well.  This training will focus on Medicare and those that follow Medicare guidelines. We will touch on some large national payors and unique guidelines specific to them as well.

Below is a summary and FAQ about this exciting new training series. If you have any questions, please contact, Claudia Amortegui, VP, Payer Relations. Stay tuned for an invite that will be sent directly to you and/or your team members.
 
What is the purpose of this training? 

• NSM continues to see coding errors, erroneous requests for additional information, or simply non-qualifying orders.  We recognize that we need to provide proper education to build a foundation in order to greatly improve these issues.
• Learn about all levels of mobility equipment and CRT.  From rental manual wheelchairs to fully loaded power wheelchairs, seating & positioning.
• To provide the opportunity to see equipment “up-close” and for us to talk about each individual part and piece – why someone would need it, what kind of patient may use it, and documentation that you should see along with understanding  the proper coding.
• To review live patient files for proper coding, bundling vs. unbundling and qualifying documentation. 

What roles at NSM should consider attending this training series? 

• Any role that is responsible for Coding, Pricing, Funding, Billing, and Collections

What are the training series details? 

• This training is just the start.  We will tailor this training to other positions within the company to include CCS. 
• This foundational training will be divided into short video segments to allow for future quick reference and/or retraining.
• Additional topics will be added as the need presents itself.  Some topics already on the list are ADLs (gait trainers, bath equipment, specialty beds) and Exoskeletons.  Products will be selected based on requests and reports that show coding/payment issues.
• Short monthly or bimonthly focused Teams calls will be conducted to review specific requirements needed for accessories and various configurations.
• We will develop a program for ATPs to assist in developing a consultative approach for referrals in the area reimbursement.  No one wants to be asked for more documentation, and referrals also want their patients to obtain their equipment as quickly as possible.  ATPs understanding reimbursement and what is and is not allowed is key; this is how we will  create that specific training.
  

May is Mental Health Awareness Month

Your mental health is a necessary priority, not just in May, but every day! NSM cares about your mental health and provides resources through our benefits partners to support you. 

Click here to view a list of mental health resources that NSM offers for our employees and their families through two Employee Assistance Programs: Life Matters and Voya. Utilization of these resources for mental health, or any other reason, is completely FREE and CONFIDENTIAL.  For those employees enrolled in medical coverage at NSM, both Blue Cross Blue Shield and Kaiser offer mental health resources as well.

To view other valuable mental health resources, Click here.
 

May Employee Milestone Anniversaries

The following NSM employees are celebrating a May milestone anniversary 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)
• Melissa MOffatt (Funding Specialist, Remote, WV)
• Antonia Padgett (Customer Service Specialist, Remote, MS)

TWENTY-FIVE YEARS

• Kathleen O'Malley (Funding Specialist, Remote, OH)
• Jonathan Hyzak (ATP, Temple, TX)

THIRTY YEARS

• Traci Hersman (ATP, Grand Rapids, MI)

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PURPOSE

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!

5-Star Shoutout for Branch 510
As a Paraplegic, NSM has been the best place to go for my mobility needs in Kamloops. Tina has gone out of her way numerous times to make sure my needs and requests have been met. Her knowledge and caring have been much appreciated.