As we close the chapter on 2025, I want to pause and express my heartfelt thanks to each of you. This was not an easy year, yet you met every challenge with resilience, adaptability, and a genuine commitment to doing what’s best for our clients. Your willingness to evolve our processes and push forward has made a real and meaningful difference in the experience we deliver. We continue to grow and serve more clients than ever before, and that progress is because of you. Your dedication, effort, and care are what keep us moving forward, and I am truly grateful for all that you do.

A new year brings fresh opportunities, new perspectives, and a chance to reflect on where we've been these last few years and where we are going in 2026. Let's take a few moments to look back.

In 2024, we were dealing with the aftermath of the Revenue Cycle transition. Bad debt was a hot topic. Inventory resulted in a major loss to the business. Transaction Cycle Time was at a record high. We had to get back to our roots. Re-focus on what matters most: our Clients.

We listened and learned, we worked smarter, not harder, we held each other accountable, and we embraced change. 

Going into 2025, we were putting the past behind us and moving forward together, staying the course, and continuing the work to improve upon our processes to best serve our Clients.

While there is still work to be done, we have remained committed to testing new ideas, processes, and technologies, learning and refining them along the way. We’ve chipped away at the opportunities rather than making sweeping changes. The last two years of listening, learning, holding each other accountable, working smarter, not harder, and embracing change have led to:

- Lowest transaction cycle since we started measuring cycle time in the business.

- Google rating over 4.0 for the first time in company history.

- Highest employee satisfaction since 2019.

And, in 2026, we are going to continue to build a better NSM by evolving, growing, and innovating. Continuing to advance our business so our Clients receive the best experience possible; to grow our business to serve more clients, and to innovate and find new ways to deliver a better experience.

Our 2026 priorities will remain fairly consistent to 2025, as seen in the pyramid below. I will be sharing more specifics around our 2026 priorities during our February Town Hall, which will be scheduled very soon. Until then, thank you for all you do to serve our clients and support our business! Happy New Year! 

Let’s Get Moving!