Page 9 - Mobility Management, May 2019

Jay Brislin (left) and John Storie demonstrated Quantum Rehab power chairs and positioning.
conveying to the teams what they learned.”
ATPs, whether in the expo hall or in educational
sessions, repeatedly mentioned that they were taking notes and trying out products so they could relay what they learned to team members back home who hadn’t made the trip to Orlando. That business model — that branch offices often work autonomously based on what branch managers and ATPs believe is best suited to their particular environment — is a huge part of NSM’s corpo- rate philosophy of leadership.
What creates that kind of culture, where so many employees demonstrate leadership?
“I think you have to believe that leadership and communication are foundational to creating a positive culture in a business,” Mixon said. “You have to believe
in the upside-down pyramid. You have to believe in your heart that certain foundational aspects of leadership really matter. In servant leadership, with the upside-down pyramid, our branches and
our clients are at the top of
that pyramid, management
is at the bottom, and my job
[as CEO] is to support the
field and ensure that our
entire leadership team does
the same.”
Operational Excellence Projects
At the symposium, NSM also highlighted three opera- tional initiatives “with the desired outcome to provide better service to our clients,” Mixon said.
Adaptive Engineering Lab (AEL) demonstrated plenty of positioning solutions in its booth.
The first is NSM’s new Automated Benefits & Eligibility process, “driven by a proprietary microservice developed by NSM that pulls benefits and eligibility information
from an external database source, and integrates that information automatically into the company’s systems with the click of a button.” Rolled out in 2018, the new process has yielded improvements in productivity and client service efficiency. At the symposium, attendees were told the company has seen a 17-percent year-over- year increase in overall productivity, and a 10-percent annual improvement in the time needed to obtain payor approval for client orders.
Remote Triage, a new digital tool that enables techni- cians to remotely diagnose equipment problems, was also highlighted in Orlando. “Before our technicians get on the road, we have a much better understanding of what the problem is with the client,” Mixon said. A phased nationwide launch is underway for this system,
Amylior’s booth focused on the great outdoors.
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