The Detectives of Support: Customer Experience (CX)

AMA with Emma and Emily

Emily and Emma sit down for an AMA with TCT members for the Season One Finale. Emceed by Garrett Wasson [https://www.linkedin.com/in/garrett-wasson-pt-dpt-7378b3170/], PT, DPT. Please consider leaving us a review or subscribing if you are enjoying the show! Find the Clinician Transition (TCT) Here: * TheClinicianTransition.com [https://Thecliniciantransition.com] * The Clinician Transition Linkedin Group [https://www.linkedin.com/groups/12503308/] * The Clinician Transition Slack Community [https://cliniciantransition.slack.com/join/shared_invite/zt-2v5i15kte-e_3PSvMBKNyi8lxrdCvaiA#/shared-invite/email] Other Relevant Resources * Beyond These Clinic Walls [https://open.spotify.com/show/64iubdc11TrgVTfBjqxYYA] * Collective Coaching [https://www.linkedin.com/company/collective-coachinggroup/posts/?feedView=all] Connect with the hosts here: * Emma Brady [https://www.linkedin.com/in/emmawbrady/], PT, DPT * Emily Kelly [https://www.linkedin.com/in/emily-kelly-dpt/], PT, DPT

How To Shift From Running Away to Running Towards with Dr. Ruth Vo

👋 Sign up for our AMA here! June 2nd 2026 at 5:15 PST/8:15 EST [https://docs.google.com/forms/d/e/1FAIpQLSdEFgk5JkH4Gu7cHhAnXQGnMJDFgCyp7wpaCVdftUxDMoHJ0w/viewform?usp=header] We talk with Dr. Ruth Vo about the real work behind a clinician career transition: getting honest about what is not working, resisting the sunk cost fallacy, and choosing a next best step with intention.  Dr. Ruth shares the moment she stopped hiding behind a form in patient care and how that same mindset helps healthcare professionals stop running away and start moving forward with purpose (Hint: Hiring managers can tell and they only want one version). If you enjoyed this, please consider giving us a positive review.  Resources: Dr. Ruth's Linkedin [https://www.linkedin.com/in/drruthvo/] (connect with her!) Career Cliniq [https://careercliniq.com/about] Find the Clinician Transition (TCT) Here: * TheClinicianTransition.com [https://Thecliniciantransition.com] * The Clinician Transition Linkedin Group [https://www.linkedin.com/groups/12503308/] * The Clinician Transition Slack Community [https://cliniciantransition.slack.com/join/shared_invite/zt-2v5i15kte-e_3PSvMBKNyi8lxrdCvaiA#/shared-invite/email] Other Relevant Resources * Beyond These Clinic Walls [https://open.spotify.com/show/64iubdc11TrgVTfBjqxYYA] * Collective Coaching [https://www.linkedin.com/company/collective-coachinggroup/posts/?feedView=all] Connect with the hosts here: * Emma Brady [https://www.linkedin.com/in/emmawbrady/], PT, DPT * Emily Kelly [https://www.linkedin.com/in/emily-kelly-dpt/], PT, DPT

The Detectives of Support: Customer Experience (CX)

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. Resources * Elevate CX [https://www.elevatecx.co/] * Shelley Shiling Linkedin [https://www.linkedin.com/in/shelleyshiling/] * Dunning-Kruger Effect [https://thedecisionlab.com/biases/dunning-kruger-effect?adw=true&utm_campaign=21+Biases+-+Dunning-Kruger&utm_medium=ppc&utm_source=adwords&utm_term=dunning%20kruger%20effect&hsa_mt=b&hsa_net=adwords&hsa_ad=572309367965&hsa_src=g&hsa_cam=12416038738&hsa_kw=dunning%20kruger%20effect&hsa_grp=119504903498&hsa_tgt=kwd-303938955115&hsa_ver=3&hsa_acc=8441935193&gad_source=1&gad_campaignid=12416038738&gbraid=0AAAAADQTTnuFDpitjUhMQMKcDG0T00LeL&gclid=CjwKCAjw5NvPBhAoEiwA_2egftyNICstjA0t_Sr0Sy4m8XQluTt-odGkBxVjB0HjiyOpuG0WTOpBQxoCYJwQAvD_BwE] Find the Clinician Transition (TCT) Here: * TheClinicianTransition.com [https://Thecliniciantransition.com] * The Clinician Transition Linkedin Group [https://www.linkedin.com/groups/12503308/] * The Clinician Transition Slack Community [https://cliniciantransition.slack.com/join/shared_invite/zt-2v5i15kte-e_3PSvMBKNyi8lxrdCvaiA#/shared-invite/email] Other Relevant Resources * Beyond These Clinic Walls [https://open.spotify.com/show/64iubdc11TrgVTfBjqxYYA] * Collective Coaching [https://www.linkedin.com/company/collective-coachinggroup/posts/?feedView=all] Connect with the hosts here: * Emma Brady [https://www.linkedin.com/in/emmawbrady/], PT, DPT * Emily Kelly [https://www.linkedin.com/in/emily-kelly-dpt/], PT, DPT

A Clinician’s Guide To Ethical Sales Careers

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 Brady [https://scorebuilders.com/blogs/podcast/episode-33-emma-brady-the-clinician-transition] * Josh Braun [https://joshbraun.com/] * Aspireship [https://aspireship.com/plus/] * Job Profile: Sales [https://www.thecliniciantransition.com/blog/job-profile-sales] * Bett's Compensation Guide [https://insights.bettsrecruiting.com/compensation-guide/] Find the Clinician Transition (TCT) Here: * TheClinicianTransition.com [https://Thecliniciantransition.com] * The Clinician Transition Linkedin Group [https://www.linkedin.com/groups/12503308/] * The Clinician Transition Slack Community [https://cliniciantransition.slack.com/join/shared_invite/zt-2v5i15kte-e_3PSvMBKNyi8lxrdCvaiA#/shared-invite/email] Other Relevant Resources * Beyond These Clinic Walls [https://open.spotify.com/show/64iubdc11TrgVTfBjqxYYA] * Collective Coaching [https://www.linkedin.com/company/collective-coachinggroup/posts/?feedView=all] Connect with the hosts here: * Emma Brady [https://www.linkedin.com/in/emmawbrady/], PT, DPT * Emily Kelly [https://www.linkedin.com/in/emily-kelly-dpt/], PT, DPT

How To Get a Recruiter's Attention in 6 Seconds

We asked Katie Martocchio [https://www.linkedin.com/in/katie-martocchio-49a7309b/], Head of Talent at Prompt Health [https://www.prompthealth.com/], 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 interview If 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.com [https://Thecliniciantransition.com] * The Clinician Transition Linkedin Group [https://www.linkedin.com/groups/12503308/] * The Clinician Transition Slack Community [https://cliniciantransition.slack.com/join/shared_invite/zt-2v5i15kte-e_3PSvMBKNyi8lxrdCvaiA#/shared-invite/email] Other Relevant Resources * Beyond These Clinic Walls [https://open.spotify.com/show/64iubdc11TrgVTfBjqxYYA] * Collective Coaching [https://www.linkedin.com/company/collective-coachinggroup/posts/?feedView=all] Connect with the hosts here: * Emma Brady [https://www.linkedin.com/in/emmawbrady/], PT, DPT * Emily Kelly [https://www.linkedin.com/in/emily-kelly-dpt/], PT, DPT