NSM Team,

Together, we have worked to provide comprehensive mobility solutions that pave the pathway to independence for millions of clients over the past 30 years. Last year alone we completed more than 250,000 orders, keeping these individuals moving through life.  Our mission remains vital to those we serve.
While our business continues to see steady growth, it’s also become clear that the environment we operate in today is vastly different from the past. The pandemic set in motion instability within our supply chain and our workforce. Confronted with continued inflation, we’ve also faced cost increases across many areas of our operations while we continue to deal with payer reimbursement rates that have not kept pace with these increases.
This reality led us to start reimagining every area of our operations, looking for new and different ways to advance our operations and better serve our clients. As we’ve reviewed all aspects of our business, including people, processes and technology, we’ve prioritized opportunities that will bring the most value to NSM and our clients both now and in the future.  
One area where we discovered significant opportunity is our revenue cycle management operations, which are supported by our Funding and Billing & Collections departments. Our research revealed there are companies whose sole focus and expertise is revenue cycle management for healthcare organizations. Their highly efficient processes and advanced technologies far exceed our current in-house capabilities. After an extensive evaluation, we’ve determined a partnership with one of these companies will improve quality and cycle times while also reducing the costs associated with these activities.
We narrowed our search down to a few top providers and ultimately selected AGS Health (AGS) as the best fit for NSM. AGS has over a decade of industry-leading experience helping more than 100 healthcare providers nationwide improve the performance of their revenue cycle.  Their clients include many of the same healthcare providers we work with, such as Vanderbilt, Cleveland Clinic and Baylor. Their expertise and knowledge along with the support offered by more than 10,000 employees based in the U.S. and India will allow us to operate at peak efficiency and performance at all times. AGS is best-in-class, has an excellent reputation and can meet our needs, but most importantly their core values along with their people-first culture most closely align with ours.
Effective immediately, we will begin transitioning to a new process in which AGS will be responsible for most of the administrative tasks associated with funding, billing and collections. NSM will continue to oversee and guide our revenue cycle operations while also handling all customer interactions with our clients and referral sources. 
While this is the right decision for our clients and our business, it also means that we will be eliminating 300 positions in our Funding and Billing & Collections departments in phases over the next several months. We have already shared this difficult news with those who are affected and will be providing them with hands on support from our Human Resources team along with transition support packages that include severance compensation and continuation of benefits.  We have also partnered with a professional outplacement and staffing company that will provide career counseling, resume writing workshops, and interview skills training. There are planned job fairs and scheduled interviews with prospective employers that have been identified with similar remote work positions. Some of the employers include Blue Cross Blue Shield, Unum Insurance and Centene Corporation. We are committed to supporting these team members through this transition while treating them with the dignity and respect they deserve.
This change is in no way a reflection of any individual or team’s performance, but an acknowledgment that we must make significant shifts in the way we operate in today’s environment. We are grateful to every departing team member and appreciate their service to our clients and contributions to our company. Our goal is to provide the tools and resources they need to secure and seamlessly transition into new employment opportunities.
We’ve also met with our top 50 leaders to ensure they have the needed resources to properly support all our team members. Starting immediately and in the coming weeks, we will be setting up meetings and training sessions for team members that are directly impacted by these changes to ensure we have a successful transition.
At any time, if you have questions or concerns, please reach out to your leader or email us at feedback@nsm-seating.com, and we will be happy to help.
Making changes like these are difficult, but they are necessary to ensure we are stronger and better positioned to pursue our mission for many years to come. Your support is critical as we continue to evolve as a company.
 
Thank you for all you do for our clients and our business.
 
To learn more about the Revenue Cycle Transition Plan, please click here.