July 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 Priorities

It's Time to Deliver Performance Development Discussions

After weeks of careful planning and preparation, it is time to begin leading Performance Development discussions. Once you receive the go-ahead and finalized merit file from your leader or HR Business Partner, you can begin leading Performance Development discussions. For merit-eligible employees, ensure you complete the discussion before they can view their merit award in UKG. 

United States

Complete discussions by the end of the day on Tuesday, July 22 for merit-eligible employees. Increases will be effective July 6 and will reflect on the July 25 paycheck. 

Canada

Complete discussions by the end of the day on Tuesday, July 15 for merit-eligible employees. Increases will be effective June 30 and will reflect on the July 18 paycheck. 

Leading Impactful Discussions

Be sure to review the 2025 Leader Performance Development Guide which provides complete details and guidance on your role in performance development at NSM. It also includes a step-by-step job aid for navigating UKG. Another helpful resource is available via NSM University. The Performance Development Discussions optional course provides both new and seasoned leaders with best practices for leading successful discussions, including delivering impactful feedback to your team.

As always, if you have any questions about the process, contact your HR Business partner with any questions or to receive additional guidance.  

 

Be Sure to Continue to Exercise Heightened Vigilance to Safeguard NSM's Data & IT Infrastructure

Due to the recent alert from the Department of Homeland Security highlighting an increased potential threat of cyberattacks against critical US infrastructure, orchestrated by Iranian State-Sponsored or affiliated hacktivist groups, as possible retaliation for the recent US actions in Iran, please be sure you and your teams are continuing to exercise heightened vigilance to safeguard NSM's data and IT infrastructure. This includes strict adherence to all information security protocols, diligent monitoring for any irregular activities, and the immediate reporting of any suspicious occurrences.

How to Report a Suspicious Email

User-targeted attacks are likely to appear as phishing messages. Should you suspect that a message is dangerous or not genuine, you can safely click the Outlook 'Report Message' button or forward the email to Phishing@nsm-seating.com. 

Tips to Identify a Suspicious Email

Click here to view a list of tips that can help you identify suspicious emails. These tips are on the 'FAQ' IT page on WNSM. Please remember that malicious actors are always developing their tactics to bypass detection and suspicion.

When in doubt about an email, the wisest response is to avoid clicking on any links or adhering to any instructions. Please exercise caution when opening attachments or clicking links even from known non-NSM business partners, especially if the request was unexpected. Your vigilance and cooperation are essential to keep our systems operating as needed to continue serving our clients.

Thank you for your continued commitment to safeguarding our systems.

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. 

 

Ekso Bionics Partnership: First Patient Referral Accepted as We Move Forward with Transformative Exoskeleton Technology

We’re excited to share a major milestone in our partnership with Ekso Bionics - NSM has accepted our first Indego Personal exoskeleton referral in the San Francisco Bay Area. This marks the start of a carefully phased approach to bring this transformative mobility technology to more clients.

As part of our new exclusive distribution agreement, NSM is now the sole provider of the Indego Personal exoskeleton in the CRT space. We will be working in partnership with Ekso Bionics to increase Centers of Excellence nationally at outpatient clinics and hospitals to certify Physical Therapists as Clinical Specialists for Indego Therapy. These centers will then become referral centers for Indego Personal the home-use device. There are 46 of these centers today.

Thanks to NSM’s deep relationships with rehabilitation clinics and spinal cord injury specialists, we are uniquely positioned to help scale access to this life-changing technology.

Key Progress and Next Steps:

• Our Credentialing Team is updating CMS service types for all eligible branches; 46 branches have already been completed.
• All ATPs must complete their Legal Attestation via NSM University, and should not engage in any exoskeleton-related activities until completing:
  • Legal Attestation
  • Assigned Virtual Training (once your branch is credentialed)
  • Signed Updated Employee Agreement

We are intentionally proceeding slowly and deliberately with early referrals to gain clarity on submission requirements and documentation needed to support effective billing.

Because there is no established LCD (Local Coverage Determination) from Medicare yet, initial orders will likely face denials and require appeals. However, industry insights confirm that when medically necessary, Medicare is approving and reimbursing for exoskeletons.

This is a foundational moment. NSM is committed to making exoskeletons a standard of care- helping restore the ability to walk for individuals living with spinal cord injuries and other mobility-limiting conditions.

We will continue to share updates as this important initiative evolves.

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Field Support Initiatives

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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Other News

- 2025 Tobacco Cessation: Start Your Journey to Quitting TODAY!
- COMPLIANCE ALERT: Items Included in the Base
- Scan Doc Titles Added to Mobility Advisor to Help Ensure Consistency & Improve Clarity
- Driver’s Corner: Quadrennial Replacement Fuel Cards En Route to Each U.S. Branch Location