Family Medical Supply ditched in-house staffing and they grew faster than ever
The Challenge
As the President and Owner of Family Medical Supply, a durable medical equipment (DME) provider, Nick Arnold struggled with a major staffing issue: high turnover in leadership and a constant cycle of hiring people who couldn’t live up to their resumes.
This inconsistency left critical knowledge gaps, particularly in managing their billing systems and day-to-day operations. The in-office dynamics became overwhelming, and the burden of stabilizing the business began to mount.
“I was facing the challenge of turnover in the leadership role, and with that, the knowledge of the role. Patricia brought consistency.”
The Solution
Nick partnered with Virtual Rockstar and, in just one week, was connected with Patricia, a seasoned Virtual Assistant who quickly became the heart of the operation.
Patricia joined during a complex transition to a new EHR system and navigated two leadership changes with professionalism and stability. Over time, the team expanded with additional Virtual Rockstars, all trained and led by Patricia. “Patricia was the only stability throughout the process. She met all goals with little direction.” Their virtual team now handles nearly all operational responsibilities while Nick focuses on onsite direction and sales growth. Patricia has even stepped into a VA Supervisor role, delegating tasks, guiding the team, and ensuring seamless execution. “Our Virtual Rockstars are running the company.”
The Result
The impact has been significant across every area of the business:
Improved efficiency in billing and insurance follow-ups
Streamlined workflows across departments
Strong leadership from Patricia, creating stability and team cohesion
Business growth, including the confident opening of a new location
Freedom for leadership to focus on sales and expansion, not admin fires
“Their talents and skills allow us to focus on sales, not the minuscule details insurance requires.” Patricia’s leadership is now so embedded in the operation that she trains and coordinates the VA team. Her signature command: “Girls, you know what to do.” has become a daily rhythm that keeps the business running smoothly and compliantly.
Why They Recommend Virtual Rockstar
“Yes, there is no downside with the new landscape of cloud-based systems.” Nick credits Virtual Rockstar for providing something onsite personnel simply couldn’t: time, attention to detail, and relentless follow-through, especially regarding complex insurance requirements. “Their thorough follow-through is something unbelievable.”
Advice to Owners
“You’re missing out if you’re not doing this.” With the right systems and a high-performing VA team, Nick believes businesses can offload their most time-consuming tasks and reallocate energy to growth. “Patricia is the heart and soul of our operation. We can add new services confidently because of her knowledge and leadership.”