Page 10 - Mobility Management, May 2019

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NSM’s 2019 Symposium
which will give clients the option of approving a live-feed connection to give the NSM technician the ability to check out the equipment problem before being dispatched to the client’s location. The connection is established via an app that can be used on the client’s mobile device. In some cases, NSM expects tech- nicians to be able to troubleshoot and talk clients through the repairs remotely to provide an immediate resolution.
The third new system is MyNSMOrder.com, a user-friendly order status tool that displays communication about open orders, on demand or via notification, without requiring clients to register or join. Order summaries and order status is provided, and NSM plans to add “a number of additional enhancements” as the rollout continues.
Empowering Local Decision-Making
All three operations systems, Mixon said, are geared toward serving clients more effectively, while also giving local branch offices the ability to be more efficient at the all-im- portant grass-roots level.
“We have to allow our branches to have the autonomy to make the right decision for their people and for their
Rusty Hallett (left) and Jeff Decker caught up with NSM alum Weesie Walker.
clients and their local market,” Mixon said. “Understanding where we can add value as a corporate entity and when we need to stay out of the way is a very important skill set that we have to have in terms of reinforcing our culture. It’s about empathy and respect and balance and not being autocratic. We want people to feel like they’re the CEO of their branch, and we’re here to help them have the best branch.”
Leadership will be a crucial priority to NSM, as the company continues to grow rapidly both by acquiring other businesses and by establishing new locations on its own. NSM’s accessibility business is also growing, and NSM continues to both recruit current ATPs and to mentor and educate the next generation of ATPs.
On the funding side, NSM added 90 payors since the last symposium, which the company noted “affects 12 million lives.”
But despite those heady numbers, Mixon sounds convinced that the best course of action for NSM, its payors and its clients is to focus on and encourage leadership growth at every level.
“In our branches, we’re having
an ongoing talk about leadership,” he said. “When you have customer service reps and technicians and of course ATPs, beginning to value and talk about leadership, it’s unbeliev- ably powerful. And that’s what is happening at NSM.
“Everybody [at the event], the 400 ATPs, are leaders, and we’re going to be calling on them to demon- strate the principles of leadership in their branches. If you believe in the mission, vision and values, you have to be consistent with the messaging and you’ve got to stick to it. You’ve got to be passionate about it. And people will start to listen.
Clarke Health Care Products demonstrat- ed the importance of positioning in CRT hygiene products.
Rifton’s Pacer is now sized to help even very young children with gait training.
Fulfilling a photographic tradition at the National Seating & Mobility symposium.
“We had a fantastic meeting. The 25th meeting was the best one ever, and we rolled out three great operational excellence initiatives that are going to continue to make us best in class in terms of serving our clients.” m
—Photos & story by Laurie Watanabe
10 MAY 2019 | MOBILITY MANAGEMENT
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