Overview

Rehab2Perform (R2P) is a multi-clinic physical therapy organization serving the greater DMV. Founded by Dr. Josh Funk, a lifelong athlete, former D-I lacrosse player, and CEO, R2P blends performance, mindset, and movement into a modern rehabilitation experience across 14 locations. As the organization grew, Dr. Funk and his leadership team needed a way to protect clinical focus while reducing administrative drag across the front office and revenue cycle.

To do that, R2P partnered with Snapscale, a HIPAA-compliant managed staffing provider, to introduce healthcare virtual assistants (HVAs) across administration and billing/RCM. The journey wasn’t a straight line—there was an early false start. But by recalibrating processes, upping meeting cadence, and aligning on measurable leading indicators, R2P rebuilt the program into a reliable operating muscle that frees clinicians to do what matters most: patient care.

The Challenge

Rapid growth, distributed teams, and the risk of the founder bottleneck.

As R2P expanded, front‐office and RCM responsibilities multiplied. For years, Dr. Funk thrived on being hands‐on: coaching staff, shaping systems, and driving innovation personally. But as more clinics opened, the weight of that approach began to show. He described reaching a point where every major initiative still required his direct involvement.

Growth amplified complexity. Managing remote team members across multiple locations and eventually, across continents, introduced time‐zone and cultural differences that complicated communication‐heavy tasks. Coordination broke down whenever expectations weren’t documented or roles weren’t clear. What used to be solved by a hallway conversation now requires structured systems.

The first attempt to outsource administrative support didn’t go as planned. Processes weren’t clearly defined, communication loops were inconsistent, and the team didn’t yet have the management structure to fully integrate remote contributors. Dr. Funk didn’t blame the vendor; he viewed it as a leadership test.

That “pause” became a turning point. Rather than seeing it as a failure, Josh reframed it as feedback. He realized the real challenge wasn’t staffing, it was scaling leadership capacity. He and his department heads began documenting workflows, creating visibility through metrics, and setting up leading‐indicator KPIs to track early signs of success or strain. The shift allowed R2P to transition from heroic, founder‐driven execution to a leadership model built on systems, accountability, and trust.

When R2P re‐engaged with Snapscale, it wasn’t just to fill roles; it was to build a process. Josh led with a new mindset: define success, measure it, communicate often, and create room for others to lead. The result was a more resilient organization, one where remote and in‐person teams functioned seamlessly, and growth no longer depended on one person’s bandwidth.

This virtual model provided EA with continuous, reliable front desk coverage and restored sanity to office operations. Instead of scrambling to cover shifts, EA now had predictable, scalable systems in place that supported both patients and staff with consistency and care.

The Solution

A managed, metrics‐driven HVA program anchored by process.

R2P partnered with Snapscale to redeploy virtual assistants across two operational pillars:

Results & What Changed

From task coverage to capability:

Early assumptions that international staff should only handle entry‐level work didn’t hold. With structure and coaching, R2P’s HVAs took on more complex, mid‐level responsibilities and became durable extensions of the team.

From ad‐hoc communication to feedback loops:

R2P institutionalized recurring touchpoints and multi‐directional feedback between U.S. staff, HVAs, and Snapscale managers, so issues surface fast and decisions rely on enough information.

From founder‐led to department‐led:

R2P’s leaders now run their domains and make and keep/adjust decisions on HVA placements. Dr. Funk stays engaged at the macro level while avoiding micromanagement.

How R2P Made It Work (Playbook)

The Human Side: Culture in a Remote‐First Model

R2P invests in belonging and visible recognition so remote contributors feel part of the team. A simple, high‐leverage ritual: “High‐Five Friday” in Slack, public praise that keeps wins visible across sites and departments and gives leadership a pulse on what’s working.

Key Takeaways for Clinic Leaders

Process is your competitive edge. The organizations that win are the ones that treat managed staffing as a true capability, not just a box to check. When you approach staffing strategically, you’re not just filling seats; you’re building systems that make your team smarter, faster, and more resilient.

Start before you feel “ready.” The biggest mistake growing teams make is waiting too long to hire. Bringing in Healthcare Virtual Assistants (HVAs) early gives them time to learn your rhythm and scale with you. Think of it as giving them a real runway, so when the volume increases, you already have a team that’s trained, confident, and moving in sync.

Lead with data. The best leaders don’t react to problems; they see them coming. Track your leading KPIs so you can catch small inefficiencies before they turn into big issues. That visibility upstream allows you to steer proactively, not reactively.

Over-communicate. Consistent cadence, clear expectations, and feedback loops are what keep distributed teams aligned. Communication isn’t about micromanaging; it’s about creating predictability and trust across time zones and roles.

And above all, make it human. Recognition rituals, shared wins, and two-way feedback transform remote staff from “support” into true teammates. When people feel seen, valued, and part of something meaningful, they don’t just work for you, they work with you.

About Rehab to Perform

A performance‐driven physical therapy company in the DMV, founded by Dr. Josh Funk, serving active adults, athletes, and weekend warriors through a culture where movement, mindset, and performance come together.

About Snapscale

Team Morale and Patient Experience

A HIPAA‐compliant managed staffing partner helping healthcare organizations remove administrative bottlenecks so clinicians can focus on patient care.

Full webinar: https://www.youtube.com/watch?v=WYoaK0QKoGg

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