Rehab Medical Celebrates 20 Years of Service Excellence

As Rehab Medical marks its 20th anniversary, the company reflects on a journey defined by purpose, innovation, and a deep commitment to improving lives. From its early days to its current position as a leader in complex rehab technology, the organization has remained grounded in its mission to put patients first—while also investing in the people and processes that make exceptional care possible.

A Purpose-Driven Evolution

Rehab Medical’s transformation began when the leadership team established a clear vision and mission. This foundational step gave rise to a renewed sense of purpose—one centered on enhancing the lives of both patients and employees. Recognizing that service was a critical area for improvement, the company implemented new strategies to streamline operations. Initiatives like Rehab Express and Direct Ship were introduced to reduce delays and accelerate service delivery, setting a new standard for responsiveness and care.

Over the years, Rehab Medical has evolved in every area—from staffing and structure to technology and training. What has remained constant is its unwavering commitment to prioritizing the patient. This guiding principle has shaped every decision and fueled growth, ensuring that even as the organization expanded, the quality of care never wavered.

Devin Clark, Rehab Medical’s service technician specialist, shared that in his 15 years with the company, constant improvements have been made to serve patients better.

“I’ve witnessed many changes to streamline our processes from implementing new technologies in the field to adopting improved customer database interfaces,” said Clark.

“Our operations have continuously evolved, but our mission has never changed. We are constantly asking ourselves, ‘What can we do to set ourselves apart from our competitors?’ The answer is always clear: customer service.”.

Even through rapid growth, Rehab Medical has proudly maintained its small-business feel, where every patient matters and every interaction counts.

Enhancing Patient Care Through Innovation

Rehab Medical has embraced technology not as a replacement for human connection, but as a tool to improve efficiency and elevate the patient experience. For example, the launch of Rehab Express in 2023 enabled the company to stock its own parts, resulting in delivery times as fast as 2–3 days after approval. Additionally, transitioning from paper forms to digital tools has streamlined workflows and enhanced accuracy. But innovation isn’t just about speed, it’s about impact. These advancements have reinforced the company’s commitment to timely, compassionate care and reassured patients that their needs are being met with urgency and dedication.

Empowering Employees to Deliver Service Excellence

At the heart of Rehab Medical’s success is a deep commitment to its people. From day one, we’ve invested in employee development, creating a workplace where individuals are supported and empowered to succeed. Through onboarding and ongoing training, every effort is made to ensure employees have the tools and knowledge they need to thrive.

Rehab Medical’s corporate trainer, Corey Hunt, has been with the company for more than 15 years and believes these investments are key to employee success.

“We’ve always had smart, driven, compassionate people leading this company,” said Hunt.

“This has created many opportunities for Rehab Medical to invest in initial training for new employees and offer continuous education opportunities for existing employees. These improvements have become game changers in our mission to improve lives.”

Technology has also helped bridge the gap between remote support and personal connection. Tools like Live Lens, a one-way video chat feature, allow employees to conduct more accurate assessments and foster deeper relationships with patients. This approach reflects our core value of compassion, ensuring every patient interaction feels personal and meaningful.

Resilience Through Uncertainty

During the COVID-19 pandemic, many organizational structures were put to the test—and Rehab Medical rose to the challenge. As a provider of essential services, the company knew it had to find solutions to ensure patients could maintain their mobility.

Through collaboration, strategic leadership, and a relentless commitment to its mission, Rehab Medical not only weathered the storm but continued to grow.

Jarrad Rankin, Rehab Medical’s vice president of operations, reflected on the challenges faced and how the company overcame them.

“I’m proud of how our leadership team responded,” said Rankin. We collaborated with industry stakeholders, shared strategies, and remained focused on protecting employees while continuing to serve patients.

It certainly wasn’t easy as everything required extra steps, additional effort, and careful planning, but because of our strategic approach, we not only stayed open, but we were also able to maintain our patient care goals. It’s these types of critical decisions that has propelled Rehab Medical forward and paved the way for a bright future.”.

Looking Ahead: A Future Fueled by Values

As we look to the future, our commitment remains unchanged. We will continue to innovate, grow, and serve, always guided by the values that have shaped our journey: Compassion, Hard Work with Balance, and Energetic to Achieve. Because at Rehab Medical, improving lives isn’t just a mission, it’s who we are.