Solving the Staffing Puzzle at Renew Physical Therapy
- Rockstar Staff
- Sep 15, 2025
- 2 min read
Updated: Jul 16
They Spent 18 Months Hiring for One Role, Until Rockstar Changed Everything
The Challenge
Before working with 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.
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.
“Finding and keeping solid front desk staff felt like a never-ending game of musical chairs.”
— Eric Norwood, Renew Physical Therapy
The Solution
Intrigued by the idea of virtual staffing, and after hearing glowing recommendations, Erik Norwood, Founder & CEO, decided to partner with Rockstar. Once he and his team met the candidates, the decision was clear.
The hiring and onboarding process was seamless, and Renew brought on Rockstar across multiple departments. Today, the VRs are deeply integrated into their workflows, especially in:
Billing & Claims Verifications, authorizations, submissions, and customer support
Front Desk Using a video kiosk system, Rockstar manage all front desk responsibilities across clinic locations
“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.”
— Eric Norwood, Renew Physical Therapy
The Result
Since bringing in Rockstar, 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
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.
“Morale is up, stress is down, and our departments are finally staffed appropriately.”
— Eric Norwood, Renew Physical Therapy
