The Clinician Transition

The fastest way to understand client experience is to picture two jobs at once: you’re the customer’s voice and you’re the investigator who refuses to stop until the root cause is clear. That’s why we brought on Shelley Shiling, a speech-language pathologist who transitioned from clinic life into health tech and now leads Customer Experience  (CX) at Prompt. We get specific about what CX teams actually do day to day, how support queues really work, and why “customer effort” can matter more than a perfectly worded reply when it comes to churn risk and long-term retention. Shelley walks through her clinician transition step by step, including the unglamorous but powerful middle phase: taking a part-time role, wearing every hat at a small startup, and building the kind of real projects that make interviews easy later. We also dig into practical ways clinicians can create transferable experience before they ever get an offer, like owning process fixes, documenting workflows, and doing proactive analyses that show business impact. If you’re comparing client success manager roles with client experience roles, we break down the differences in meeting volume, troubleshooting intensity, and the kind of personality that thrives in the queue. We also go beyond career moves into leadership and growth. Shelley shares what great leadership looks like in CX, why trust beats micromanagement, and how career ladders can include senior individual contributor paths and subject matter expert tracks, not just management. Finally, we discuss the hardest part of support work.If you’re exploring non-clinical healthcare jobs, subscribe for more clinician-to-tech stories, share this with a friend who’s feeling stuck, and leave a (nice!) review so more clinicians can find the show.ResourcesElevate CXShelley Shiling LinkedinDunning-Kruger EffectFind the Clinician Transition (TCT) Here:TheClinicianTransition.comThe Clinician Transition Linkedin GroupThe Clinician Transition Slack CommunityOther Relevant ResourcesBeyond These Clinic WallsCollective CoachingConnect with the hosts here:Emma Brady, PT, DPTEmily Kelly, PT, DPT

Sales has a reputation problem, and a lot of clinicians write it off before they ever understand what the job actually is. We wanted to fix that. Emily Kelly sits down with Emma Brady to separate sales myths from reality.We break down what modern sales really is and how clinicians can thrive in SaaS without becoming pushy or fake. Emma shares the mindset shifts, quota realities, and practical ways to evaluate sales roles so you can decide if this path fits your values and If this helps you, subscribe, share it with a friend considering a clinician transition, and leave us a review on Apple Podcasts or Spotify so more clinicians can find it.Resources:The Entrepreneurial PT - Emma BradyJosh BraunAspireshipJob Profile: SalesBett's Compensation GuideFind the Clinician Transition (TCT) Here:TheClinicianTransition.comThe Clinician Transition Linkedin GroupThe Clinician Transition Slack CommunityOther Relevant ResourcesBeyond These Clinic WallsCollective CoachingConnect with the hosts here:Emma Brady, PT, DPTEmily Kelly, PT, DPT

We asked Katie Martocchio, Head of Talent at Prompt Health, our listener-submitted job application and interview questions.Be ready to leave knowing:• What an ATS vs. what a human looks at• Cover letters vs. Pre-screen questions• How to write outreach that earns replies• Six-month plan to become an obvious hire• Applying to multiple roles with intent• Signals of a healthy recruiting process• Her favorite questions to ask on an interviewIf you like this, please consider sharing or giving us your version of a little internet love so we can keep making this for you.Find the Clinician Transition (TCT) Here:TheClinicianTransition.comThe Clinician Transition Linkedin GroupThe Clinician Transition Slack CommunityOther Relevant ResourcesBeyond These Clinic WallsCollective CoachingConnect with the hosts here:Emma Brady, PT, DPTEmily Kelly, PT, DPT

Ready to translate clinical skills into tech impact? We sat down to unpack customer success through a clear business lens: what a CSM truly owns, how retention and expansion drive revenue, and why calm under pressure beats charm every time. We cut through the hype to outline the traits that actually matter: staying energized by customer-facing work, managing organized chaos, setting boundaries without flinching, and leading teams through the pain of change. If you ever wondered whether loving people is enough (you’ll hear why it isn’t) and how assertiveness, structure, and data turn good intentions into measurable outcomes.We go deep on how to vet a CS org before you sign an offer. You’ll learn the difference between gross and net revenue compensation, how those incentives shape your day, and what red flags to catch early: weak sales handoffs, messy onboarding, unclear segmentation, and overloaded books. We also map how company stage changes the job and how product criticality and contract length shift your playbook from value extraction to adoption driving. We even talk funding dynamics and why CS must be a strategy, not a cost center, if you want a stable, rewarding path.For interviews, we share the playbook: speak revenue, not just relationships. Bring fluency in GRR, NRR, churn, and expansion; show comfort with Asana, Notion, Salesforce, and Slack; and prove you can use AI to summarize calls, draft renewals, and analyze usage trends. We close with practical encouragement on tailoring applications, building community, and staying persistent when timing gets in the way.If you’re a clinician eyeing SaaS or a CSM leveling up, this conversation gives you the tools, language, and confidence to move forward. Enjoyed the episode? Subscribe, share with a friend, and leave a quick review to help others find the show.Find the Clinician Transition (TCT) Here:TheClinicianTransition.comThe Clinician Transition Linkedin GroupThe Clinician Transition Slack CommunityOther Relevant ResourcesBeyond These Clinic WallsCollective CoachingConnect with the hosts here:Emma Brady, PT, DPTEmily Kelly, PT, DPT

 🫶 PLEASE CLICK THIS TO DONATE TO CORA AND "FILL THE CLOSET" 🫶There are items for a donation of any size, you can sort by price.CORA is a nonprofit organization in the Bay Area, CA dedicated to supporting survivors of domestic and intimate partner violence.A Guide to Understanding Infidelity as Abuse: If you (or someone you know) needs help - surround yourself with those who understand and/or are open to learning about the concepts in this article. ________________________________________________The turn of the year can feel like a glittering reset, but the real work happens beneath the confetti. We gather for a cozy, honest check‑in to unpack a twelve‑month stretch that demanded change: a leap from leading Customer Success to Product Management, a raw account of betrayal and the slow rebuild of capacity, and a shift from solo heroics to leading a scaled content team without burning out. No platitudes here - just practical steps, clear definitions, and the kind of candor that helps you see your own next move.We open with the CS-to-Product pivot from Emily: why it worked inside the same company, how support experience becomes an asset, and what a product manager actually does. From running sprints and writing user stories to planning zero‑to‑one features and learning to “speak engineer,” we map the path for clinicians and operators who want to move closer to product without getting lost in jargon. Along the way, we show how internal networks (CSMs, billing success managers, and support data) become a living user research engine.Then we sit with a harder truth from Emma: when life detonates, work must bend. You’ll hear a first‑person account of pausing a major promotion after discovering a spouse’s double life, the PTSD‑like symptoms that follow, and the disciplined way back—rescinding scope, accepting help, rebuilding focus, and, months later, stepping into aligned responsibility again. It’s a blueprint for resilience at work that doesn’t glamorize suffering: boundaries first, excellence second, both stronger together.We close by rethinking leadership and burnout with Casey. Instead of being “indispensable,” we design systems that share load: round‑robin assignments, explicit ownership, tighter integration of education into product, and metrics that value reduced friction over frantic output. We also offer a checklist of workplace green flags: internal promotions, flexibility in crisis, investment in teams, and leaders grown from within, so you can choose environments that match your values.If something here sparked a change you want to make, subscribe, share this with a friend or leave a review!Find the Clinician Transition (TCT) Here:TheClinicianTransition.comThe Clinician Transition Linkedin GroupThe Clinician Transition Slack CommunityOther Relevant ResourcesBeyond These Clinic WallsCollective CoachingConnect with the hosts here:Emma Brady, PT, DPTEmily Kelly, PT, DPT

What if the real question isn’t whether the grass is greener, but whether it suits how you actually grow? We dig into the messy truth of moving from patient care to non-clinical roles in health tech: where autonomy rises, ambiguity spikes, and energy becomes your best compass. Instead of chasing a fantasy job that promises more money and less work, we map the decisions that matter: testing your fit through small projects, noticing when time flies, and learning which stressors energize rather than exhaust you.We share the unglamorous but liberating realities of remote work: deep focus, screen-heavy days, and the absolute mismatch between full-time caregiving and startup demands. Then we zoom into role specifics. Sales can bring flexible days and intense quarter-end sprints. Support and customer-facing roles often require coverage and steady availability. Across functions, business value beats raw busywork. Your outcomes, decisions, and contributions need to be visible. If you love collaborating fast, iterating on problems, and owning your impact, startup culture can feel like a team sport. If you prefer stable rhythms and clear plans, a different setting (or a different kind of non-clinical role) may fit better.Leadership looks different here too. You’re not just enforcing policy; you’re guiding people through change, balancing clarity with speed, and rallying teams around a mission you truly believe in. And if you’re a therapist, you hold rare leverage: your license is durable, your skills translate, and you can test new paths without burning the bridge back to patient care. Start with experiments, read your energy, and choose your hard with intention. If your gut says try, try. If your flow shows up in a different setting, follow it.Enjoyed the conversation? Follow the show, share this episode with a friend who’s weighing a career shift, and leave a quick review.What’s your top green flag for a role that fits?Find the Clinician Transition (TCT) Here:TheClinicianTransition.comThe Clinician Transition Linkedin GroupThe Clinician Transition Slack CommunityOther Relevant ResourcesBeyond These Clinic WallsCollective CoachingConnect with the hosts here:Emma Brady, PT, DPTEmily Kelly, PT, DPT

Want your LinkedIn messages to actually get answered? We put real outreach under the microscope and show, step by step, how to turn a cold DM into a warm conversation without sounding robotic or pushy. After a quick warm-up about hidden talents, we map the moves that matter for clinicians pivoting into nontraditional roles and anyone trying to build genuine connections online.We compare vague “I’d love to connect” notes with targeted, respectful messages that reference a specific role, post, or conference touchpoint. You’ll hear why the I:you ratio is a quiet deal-breaker, how a single clear ask reduces cognitive load, and why assumptive lines like “thanks in advance” can backfire. We also unpack a standout email that combined research, relevance, and low pressure that you can use to model in your own voice.If you’ve been spraying templates and praying for replies, this conversation offers a better playbook. We talk quality over quantity, how to apply first then reach out, and why networking without an open role often yields more honest guidance. We share simple ways to use AI to draft smarter DMs - feeding it the job description and a recent post—then editing for tone, accuracy, and brevity. Most of all, we focus on mindset: detach from outcomes, gather data from each send, and iterate until your message sounds like a person you’d want to answer.Ready to get more yeses and fewer ghosted threads? Press play, take notes, and try one improved message today. If this helped, subscribe, share with a friend making a career pivot, and leave a quick review so others can find the show.Find the Clinician Transition (TCT) Here:TheClinicianTransition.comThe Clinician Transition Linkedin GroupThe Clinician Transition Slack CommunityOther Relevant ResourcesBeyond These Clinic WallsCollective CoachingConnect with the hosts here:Emma Brady, PT, DPTEmily Kelly, PT, DPT

A therapy dog proposal hits a wall. An intake form tweak lights a spark. A Texas ice storm can’t stop a clinician from finding a new path. Our first TCT return is a candid look at how three therapists (PT, PT, and SLP) translated clinical instincts into roles across product, client success, sales, and education at a health tech startup, without abandoning the heart of care.We unpack the real forces behind a pivot: when a “dream” outpatient job still leaves you curious, when a hospital rewards throughput over innovation, and when a buyout shifts a clinic from people to profit. You’ll hear how EMR optimization became a gateway to product thinking, how patient education skills turn “boring” software training into something teams love, and how community is the bridge from clinic to tech. Expect practical tactics: how to vet roles that look shiny but misfit, how to write outreach messages that open doors, and how to use small experiments to discover what you’re great at beyond the bedside.This is not a burnout confessional and not a sales pitch. It’s a roadmap for clinicians who want broader impact: reduce cognitive load for providers, streamline workflows, and let patient care breathe. We share the mantra that brought us back: progress over perfection. If you can get 95% of the result with 50% of the effort, you buy time for what matters - learning, shipping, and serving. Curious about clinician transition, healthcare technology, EMR optimization, product strategy, and career design? You’re in the right place.If the stories resonate, follow along, share with a colleague who’s curious about life beyond the clinic, and leave a review so more clinicians can find their path. Your next step might be a single message…what’s stopping you?Find the Clinician Transition (TCT) Here:TheClinicianTransition.comThe Clinician Transition Linkedin GroupThe Clinician Transition Slack CommunityOther Relevant ResourcesBeyond These Clinic WallsCollective CoachingConnect with the hosts here:Emma Brady, PT, DPTEmily Kelly, PT, DPT