Connecting
the Dots. How VGM’s Centers of Excellence Bring the Brand to Life
vgm.com
Our new brand represents who we are, and every one of us represents that brand in how we work, serve, communicate, and show up each day.
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Our 8 Centers of Excellence (CoEs) help bring the brand to life through the work we do every day.
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The 4 cornerstones show how we collaborate, create value, improve experiences, and reduce friction across the organization.
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The 3 core focuses (Drive VGM’s Growth, Leverage VGM’s Expertise & Influence, and Strengthen VGM’s Core Business) connect that work to our shared strategy and long-term success.
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One VGM
Every role contributes to how VGM creates value, strengthens the business, and delivers its brand promise.
Operations
Center of Excellence
Improving the total sleep journey through operational expertise, reliable fulfillment, and patient-centered support.
Value Proposition The Operations Center of Excellence helps customers deliver a seamless patient experience across the total sleep journey by improving fulfillment, accelerating therapy access, supporting compliance and adherence, and reducing complexity. With expertise in sleep services, supply chain, regulatory requirements, patient support, and print solutions, we strengthen efficiency, service, patient satisfaction, and business growth.
What this means for employees •
This CoE supports you by helping customers receive accurate, timely, and compliant service across the total sleep journey.
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Your work may connect to this CoE when you support fulfillment, patient communications, compliance, adherence, inventory, service recovery, or customer experience.
How We Deliver on the 4 Cornerstones
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Team: Coordinated Sleep and Patient Support
Growth: Operational Expertise and Compliance Confidence
We connect services, teams, and operational expertise to support patients across every step of the total sleep journey.
We manage supply chain, inventory, logistics, and regulatory requirements so customers can focus on patient care, performance, and growth.
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Service: Reliable Fulfillment and Exceptional Experience
Efficiency: Faster Access to Therapy and Care
We deliver the right product to the right patient, on time, with accuracy, dependable service, proactive communication, responsive support, and branded materials through print solutions.
We reduce friction and speed critical equipment and supplies to patients, enabling quicker therapy starts, stronger adherence, and higher satisfaction, while delivering great service at the lowest possible cost.
Supporting Our 3 Core Focuses Drive VGM’s Growth: We help customers serve more patients and expand capacity by improving fulfillment, accelerating therapy access, supporting adherence, and reducing barriers to growth.
Leverage VGM’s Expertise & Influence:
We bring expertise in sleep services, supply chain, compliance, inventory, patient support, and print solutions to help customers navigate operational challenges.
Strengthen VGM’s Core Business: We
strengthen trusted services by delivering the right product to the right patient, on time, while improving execution, consistency, support, and trust.
Brand in Action •
A patient receives the right product on time and starts therapy sooner.
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A customer receives proactive communication before a fulfillment issue becomes a frustration.
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Membership
Center of Excellence
Helping members grow stronger through expertise, connection, advocacy, and opportunity.
Value Proposition The Membership Center of Excellence helps members build stronger, more resilient businesses through the expertise, relationships, resources, and opportunities they need to navigate change and grow. Through education, advocacy, peer connection, vendor partner access, and business-building support, we help members improve performance, strengthen teams, serve patients well, and realize greater value from VGM membership.
What this means for employees •
This CoE supports you by making it easier to understand member needs, strengthen member value, and connect people to VGM’s expertise, resources, and relationships.
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Your work may connect to this CoE when you support member engagement, education, advocacy, community programs, vendor access, business guidance, or retention.
How We Deliver on the 4 Cornerstones
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Team: Expertise That Strengthens Membership
Growth: Business Growth and Strategic Guidance
We equip members with expert guidance, reimbursement and regulatory insight, education, and best practices that strengthen teams and support confident decision-making.
We help members identify growth opportunities, develop services, improve operations and financial performance, and make informed decisions through consultative support.
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Service: Community, Connection, and Member Support
Efficiency: Savings, Resources, and Confidence Through Change
We build connection through healthcare communities, education, peer networking, responsive support, and collaboration that strengthen engagement and advance the industry.
We help members reduce complexity, improve financial performance, and adapt through purchasing advantages, vendor partnerships, resources, tools, insights, and expert support.
Supporting Our 3 Core Focuses Drive VGM’s Growth: We help members grow
stronger businesses through strategic guidance, business-building resources, savings opportunities, vendor access, and communities that increase membership value.
Leverage VGM’s Expertise & Influence:
We bring industry knowledge, advocacy, education, reimbursement expertise, regulatory insight, relationships, and peer networks together to help members navigate change.
Strengthen VGM’s Core Business: We deepen
engagement, loyalty, and retention by reinforcing VGM’s membership model and delivering the resources, relationships, savings, and support members rely on.
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Technology
Center of Excellence Enabling smarter, safer, and more scalable ways to work.
Value Proposition The Technology Center of Excellence helps VGM work smarter, safer, and more efficiently by connecting technology strategy, execution, security, data, and innovation to business priorities. Through program management, secure and scalable systems, automation, integration, and insights, we improve service, reduce risk, and deliver measurable outcomes that support long-term growth.
What this means for employees •
This CoE supports you by providing secure, reliable, and scalable tools, systems, data, and technology guidance that help work move forward.
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Your work may connect to this CoE when you need systems, data, automation, cybersecurity, analytics, AI, integrations, or technology program support.
How We Deliver on the 4 Cornerstones
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Team: Technology Program Management
Growth: Digital Strategy and Scalable Innovation
We align priorities, coordinate resources, manage execution, and help strategic technology initiatives deliver measurable business outcomes.
We align technology investments, innovation, analytics, and AI capabilities with business priorities to build scalable solutions that support long-term success.
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Service: Secure, Reliable Experiences
Efficiency: Automation, Integration, and Insight
We deliver secure technology solutions that protect business assets, empower employees, improve customer experiences, and make it easier to work with VGM.
We automate processes, integrate systems, and transform data into actionable insights that help teams work smarter and make better decisions.
Supporting Our 3 Core Focuses Drive VGM’s Growth: We connect technology
investments, innovation, analytics, and AI to business priorities so VGM can scale solutions, expand services, and grow.
Leverage VGM’s Expertise & Influence:
We apply program management discipline, cybersecurity leadership, data governance, and digital best practices to strengthen decision-making, reduce risk, and guide secure innovation.
Strengthen VGM’s Core Business: We protect
critical assets, support compliance, improve reliability, integrate platforms, and strengthen continuity so teams serve customers and partners securely and efficiently.
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Vendor Partnerships Center of Excellence
Creating shared growth through trusted partnerships and market access.
Value Proposition The Vendor Partnerships Center of Excellence creates shared growth by connecting trusted vendor partners to VGM’s membership and helping members access vetted solutions that strengthen their businesses. Because members trust VGM, our seal of approval carries meaning, and we use that trust, market access, channel expertise, advocacy, and partner strategy to create measurable value across HME, complex rehab, clinical mobility, and accessibility. Beginning in 2027, we will further strengthen member value by aggregating volume on behalf of members through a committed GPO program to negotiate better pricing, services, and solutions while delivering greater value to participating vendors.
What this means for employees •
This CoE supports you by helping align trusted vendor partner relationships, member needs, channel expertise, advocacy, and market opportunities around shared business value.
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Your work may connect to this CoE when you engage vendor partners, support partner strategy, promote vetted solutions, connect vendor partners to members, gather market insight, support channel advocacy, or help members access vendor partner and GPO value.
How We Deliver on the 4 Cornerstones
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Team: Partnership Alignment
Growth: Market Access and Expansion
We bring internal teams and vendor partners together around shared goals, clear accountability, coordinated execution, and a trusted VGM endorsement that helps members feel confident in partner solutions.
We connect vendor partners to VGM’s membership, help them reach the right customers, identify growth opportunities, and create strategies that benefit both vendor partners and members.
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Service: Trusted Member Solutions
Efficiency: Strategic Partner Management
We connect members to vetted vendor partner solutions backed by VGM’s confidence, channel expertise, and advocacy so members can address real business needs with trusted support.
We create disciplined processes for planning, segmentation, performance visibility, partner engagement, and future committed GPO volume aggregation so relationships deliver stronger outcomes, better member value, and more meaningful vendor partner participation.
Supporting Our 3 Core Focuses Drive VGM’s Growth: We create shared growth
by connecting vendor partners to VGM’s membership, helping members access trusted solutions, and building committed GPO opportunities that increase value for members and participating vendors.
Leverage VGM’s Expertise & Influence:
We use VGM’s trusted reputation, seal of approval, market access, channel expertise, advocacy, insights, and convening power across HME, complex rehab, clinical mobility, and accessibility to connect partners and members in ways that create measurable value.
Strengthen VGM’s Core Business: We
improve the value, performance, trust, and strategic management of the vendor partner network, reinforcing a key part of VGM’s membership model while preparing for future volume aggregation and committed GPO growth.
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Finance
Center of Excellence Strengthening financial clarity, discipline, and decision-making.
Value Proposition The Finance Center of Excellence creates value by providing financial leadership, strategic insight, disciplined stewardship of organizational resources, and performance visibility that help VGM make smarter, faster decisions. By connecting strategy to financial execution, we support leadership decisionmaking, optimize revenue and profitability, strengthen accountability through KPIs, forecasts, budgets, and reporting, and balance short-term performance with long-term financial health.
What this means for employees •
This CoE supports you by providing financial clarity, actionable analysis, planning guidance, KPIs, forecasts, budgets, reporting tools, and controls that help teams make informed decisions and understand performance.
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Your work may connect to this CoE when you manage budgets, evaluate investments, track performance, forecast needs, assess pricing or margin opportunities, protect profitability, or align resources to business strategy.
How We Deliver on the 4 Cornerstones
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Team: Financial Partnership and Guidance
Growth: Investment and Performance Insight
We serve as a trusted business partner to operational leaders by aligning financial objectives with business strategy, providing actionable analysis, and supporting informed leadership decisions.
We identify, evaluate, and support growth opportunities through financial modeling, forecasting, pricing insight, revenue analysis, margin improvement, performance analysis, and disciplined resource planning.
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Service: Responsive Financial Support
Efficiency: Financial Discipline and Controls
We provide timely, accurate, and service-minded financial support that gives leaders and teams the visibility, reporting, and insight they need to act with confidence.
We strengthen KPIs, budgets, forecasts, reporting, processes, controls, and accountability so VGM can operate efficiently, manage risk, protect profitability, and steward resources responsibly.
Supporting Our 3 Core Focuses Drive VGM’s Growth: We inform investment
decisions, revenue opportunities, pricing strategies, margin performance, resource planning, forecasting, and performance management so VGM can prioritize opportunities and grow responsibly.
Leverage VGM’s Expertise & Influence:
We translate financial insight into credible analysis, strategic decision support, business guidance, KPIs, forecasts, budgets, and reporting tools that help leaders act with confidence.
Strengthen VGM’s Core Business: We protect
profitability, improve accountability, steward resources, manage risk, and balance short-term performance with long-term financial health to support VGM’s mission, stakeholders, and future success.
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Customer Success Center of Excellence
Connecting customer needs to meaningful growth and lasting value.
Value Proposition The Customer Success Center of Excellence helps VGM build stronger customer relationships, uncover opportunities, and deliver value across the customer lifecycle. By aligning customer needs with VGM’s expertise, solutions, and support, we improve retention, satisfaction, growth, and trust.
What this means for employees •
This CoE supports you by helping teams understand customer needs, coordinate follow-up, and deliver consistent value across the customer lifecycle.
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Your work may connect to this CoE when you support onboarding, account planning, customer engagement, retention, solution matching, or service recovery.
How We Deliver on the 4 Cornerstones
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Team: Customer-Centered Collaboration
Growth: Relationship Expansion
We align sales, customer success, marketing, operations, and subject matter experts around customer needs so teams can deliver a more connected experience.
We identify opportunities to deepen relationships, expand wallet share, increase engagement, and connect customers to solutions that support their goals.
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Service: Trusted Customer Support
Efficiency: Customer Lifecycle Discipline
We provide responsive, knowledgeable, and proactive support that helps customers solve challenges, realize value, and build confidence in VGM.
We strengthen account planning, onboarding, follow-up, data visibility, and engagement processes so teams can serve customers consistently and effectively.
Supporting Our 3 Core Focuses Drive VGM’s Growth: We retain and expand
customer relationships by identifying needs, increasing engagement, and connecting customers to the right VGM solutions.
Leverage VGM’s Expertise & Influence:
We use consultative engagement, customer insight, and subject matter expertise to help customers understand and realize VGM’s value.
Strengthen VGM’s Core Business: We improve loyalty, satisfaction, retention, and lifecycle discipline so customers experience VGM as a dependable long-term partner.
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Business Solutions Center of Excellence
Helping businesses solve challenges, improve performance, and grow stronger.
Value Proposition The Business Solutions Center of Excellence helps customers navigate complex operational, regulatory, workforce, and business challenges through specialized expertise in compliance, education, consulting, market intelligence, benchmarking, and strategic guidance. By turning industry insights into actionable strategies, we help customers identify growth opportunities, improve efficiency, reduce compliance risk, strengthen employee performance, and build more resilient businesses for the future.
What this means for employees •
This CoE supports you by providing specialized expertise, consulting, education, compliance guidance, learning technology, market intelligence, and practical resources that help customers solve business challenges and improve performance.
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Your work may connect to this CoE when you help customers grow, protect, and optimize their businesses through compliance support, education, consulting, benchmarking, workforce development, certification support, or strategic business guidance.
How We Deliver on the 4 Cornerstones
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Team: Practical Business Support
Growth: Business Performance Solutions
We help teams and customers access the expertise, education, consulting, compliance support, workforce development resources, and market intelligence they need to solve business challenges and operate with greater confidence.
We help customers identify growth opportunities, strengthen business performance, use data and benchmarking to make better decisions, and position their organizations for long-term success.
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Service: Responsive Problem Solving
Efficiency: Simplified Business Operations
We provide responsive, solution-oriented support that helps customers navigate regulatory complexity, reimbursement pressure, compliance risk, workforce needs, and changing market dynamics with confidence.
We help customers improve workflows, strengthen training and compliance processes, use resources more effectively, and reduce friction so they can focus on growth, service, and patient care.
Supporting Our 3 Core Focuses Drive VGM’s Growth: We expand customer
value by helping providers identify growth opportunities, improve performance, strengthen workforce capability, optimize operations, and make smarter business decisions.
Leverage VGM’s Expertise & Influence:
We combine industry knowledge, regulatory expertise, consulting, education, benchmarking, market data, and advocacy to turn insight into strategic action for customers.
Strengthen VGM’s Core Business: We reinforce VGM’s role as a trusted business partner by helping customers reduce risk, maintain compliance, build stronger teams, improve operations, adapt to industry change, and protect long-term business performance.
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Business Operations & Marketing Center of Excellence
Building the brand, demand, and engagement that moves VGM forward.
Value Proposition The Business Operations & Marketing Center of Excellence helps VGM build brand clarity, market relevance, customer engagement, measurable demand, and internal alignment. Through strategy, storytelling, content, campaigns, creative execution, insights, internal communications, and cross-CoE collaboration, we strengthen how VGM shows up in the market and support growth as one connected organization.
What this means for employees •
This CoE supports you by helping translate business priorities into clear messaging, event experiences, marketing campaigns, and internal communications.
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Your work may connect to this CoE when you need brand guidance, campaign support, communication planning, audience insight, creative services, content, or marketing measurement.
How We Deliver on the 4 Cornerstones
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Team: Strategic Marketing Partnership
Growth: Demand and Market Engagement
We partner across the organization and across Centers of Excellence to translate business priorities into clear messaging, coordinated campaigns, internal communications, and consistent brand experiences.
We create strategic marketing programs that generate awareness, engagement, leads, partner value, and measurable growth opportunities.
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Service: Audience-Centered Communication We create content, campaigns, and communications that help customers, members, partners, and employees understand VGM’s value and take meaningful action.
Efficiency: Brand and Marketing Operations We strengthen consistency, planning, prioritization, creative workflows, campaign execution, and measurement so marketing resources are used effectively.
Supporting Our 3 Core Focuses Drive VGM’s Growth: We create demand,
engagement, leads, partner value, and market momentum through strategic campaigns, content, communications, and brand experiences.
Leverage VGM’s Expertise & Influence:
We elevate VGM’s market voice through storytelling, thought leadership, audience insight, internal communications, and cross-CoE collaboration that align priorities and amplify expertise.
Strengthen VGM’s Core Business: We improve
brand consistency, customer understanding, go-tomarket effectiveness, internal alignment, and marketing operations so VGM shows up as one VGM and one connected organization.
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Different expertise. Shared purpose.
There is only
one VGM.
vgm.com