Solving the Staffing Puzzle at Renew Physical Therapy
They Spent 18 Months Hiring for One Role, Until Virtual Rockstar Changed Everything
The Challenge
Before working with Virtual Rockstar, Renew Physical Therapy, a growing outpatient orthopedic clinic in South Seattle, was stuck in a frustrating cycle of front desk turnover. At one location alone, they spent over 18 months trying to fill a single front desk role, draining time, money, and team energy.
“Finding and keeping solid front desk staff felt like a never-ending game of musical chairs.”
The problem wasn’t just talent, it was affordability. Great candidates were often beyond budget, and the constant churn of hiring, training, and replacing was unsustainable. Heading into 2024, the admin side of the business was stretched thin and costs were rising.
The Solution
Intrigued by the idea of virtual staffing, and after hearing glowing recommendations, Erik Norwood, Founder & CEO, decided to partner with Virtual Rockstar. Once he and his team met the candidates, the decision was clear.
“It was half the cost to hire, train, and maintain a VA and we could still pay them fairly. Once we saw the quality, it was a win-win.”
The hiring and onboarding process was seamless, and Renew brought on Virtual Rockstars across multiple departments. Today, the VRs are deeply integrated into their workflows, especially in:
Billing & Claims
Verifications, authorizations, submissions, and customer supportFront Desk
Using a video kiosk system, Virtual Rockstars manage all front desk responsibilities across clinic locations
The Result
Since bringing in Virtual Rockstars, the impact has been both measurable and transformational:
Admin costs cut in half
Reliable coverage for front desk and billing roles
Increased team efficiency and morale
Improved patient experience due to less internal stress and more focused staff
“Morale is up, stress is down, and our departments are finally staffed appropriately.”
What once felt like a revolving door has been replaced with reliable, high-performing team members who allow the in-person staff to focus on care and growth.
Why They Recommend Virtual Rockstar
“Absolutely. For all the reasons above and because the Rockstar team is genuinely awesome to work with.”
Erik notes that Virtual Rockstar isn’t just a staffing agency, they’re a solutions-oriented, responsive partner who genuinely cares about the businesses they support.
“They’re the kind of people you want in your inner circle.”
Advice to Owners
“If you’re facing rising costs or constant admin headaches, this is the move. We’ve built a team we can rely on, reduced expenses, and created a better experience for both staff and patients.”