NSM takes more proactive approach

NASHVILLE, Tenn. – Bill Mixon and Stephanie Buckley spoke with HME News about “reimagining” National Seating & Mobility, a significant theme at the company’s recent annual conference, which was held in-person for the first time since 2020, as well as livestreamed. 

“We’ve been more reactive throughout the pandemic and global supply chain issues these past few years, and in the current environment, we feel it’s important to be more proactive,” said Buckley, vice president of marketing. “I’d say our new relationship with AGS Health for revenue cycle management is just one of many areas we are focusing on to better serve our clients more efficiently and effectively.” 

Here’s what Mixon, CEO, and Buckley had to say about what’s in store for NSM in the year ahead. 

Three pillars 

NSM rolled out guiding principles at the conference that are, not only to reimagine the business, but also continue to pursue its customer-centric mission and bring process improvement to everything it does. One area of the business where all these principles will likely make an impact: service and repair, Mixon says. 

“We can’t, as an industry, be rolling vehicles and techs on two-hour trips to change batteries,” he said. “We have to be more efficient around that. We need service and repair that leverages remote technology.” 

Rebirth 

NSM’s decision to outsource RCM administrative tasks will reduce its headcount, but the company is reupping on personnel in its core competencies. Over the past three years, for example, it has hired 130 new ATPs, and they had the opportunity to attend the conference in-person for the first time in 2023, Mixon says. 

“It was kind of like a rebirth,” he said. 

Super energy 

NSM has already scheduled its 2024 conference for February in San Antonio to offer education, product exhibits, employee recognition and more. 

“You sort of forget how cool it is to get together,” he said. “You get used to a two-dimensional conversation. It was nice to get together with colleagues who you haven’t been able to shake their hands or hug – it’s really impactful and creates super energy.”