Numotion standardizes outcomes

SAN ANTONIO - One of the big reveals at Numotion's National Leadership Conference last month was a new formalized “Peer2Peer” outcomes process.

Numotion now flags customers who are entered into its system who have complex diagnoses for peer-to-peer review, allowing the ATPs working with these customers to leverage the experience of the company's more than 400 ATPs.

“One of the most exciting things that can happen in an industry that has gone through a lot of consolidation is when we can use our size and scale to really improve the quality of the service we provide to patients,” said Mike Swinford, CEO. “This is what our customers deserve—the best possible outcomes.”

More than 750 employees— about 200 of them first-timers—and 65 exhibitors attended this year's NLC, making it Numotion's largest yet.

Numotion has also created a less formal process that allows the company's ATPs to learn from each other's experiences for any diagnosis.

“So even if you're an ATP who only recently passed your exam, you have access to other ATPs—and there isn't a diagnosis they haven't seen—at your fingertips anytime,” Swinford says.

The new processes are part of a larger effort by Numotion to take its service to a “Nu Level,” the theme of the conference. That effort also includes the new myNumotion app, which provides personalized information about a customer's equipment, order status, invoices, appointments and service requests, and offers a live chat.

“We are staying after, with relentless pursuit, driving down our cycle times,” Swinford said. “We saw nearly a two-week reduction last year, but it's still a long cycle time. We're attacking that with different types of technology and methodologies.”

The conference also featured a number of events that married work with play, including a carnival-like fundraiser for the company's Numotion Foundation. Activities included photo opportunities with Numo, a service-dog in training that it has sponsored; and a wheelchair basketball tournament that featured 16 teams of employees. All in all, $12,000 was raised onsite for the foundation, which launched last year.

“We see such a tremendous opportunity in front of us in how we lead in Washington, D.C., from an advocacy standpoint,” Swinford said. “We look forward to increasing our advocacy, and our support and alignment with consumer organizations by increasing our sponsorships with them to the highest national levels.”