Customer Support QA and Training: I deliver bite-sized episodes every two weeks that each dive into a single solution, showcasing the tech stacks and workflows top support pros use to tackle challenges and optimize their customer and team experience.
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Jen Weaver Podcasts
Welcome to My Spoonie Sisters! If you're wondering what a "Spoonie" is, it’s a term lovingly embraced by those living with chronic illnesses, based on the Spoon Theory. It’s all about managing our limited energy (or “spoons”) while navigating life’s challenges. Each week, join us to hear from your "Spoonie Sisters" host, co-hosts, and our inspiring special guests as we share real-life stories, tips, and encouragement. Whether you're here to learn, connect, or feel less alone, you’ll find a s ...
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Move It or Lose It is a podcast about all things that Move the Mind, Body, Spirit and Soul. Your Host, Kathy Chester is an MS Warrior, Certified Personal and MS Fitness Trainer, Prenatal and Group Fitness Trainer. Having MS and Rheumatoid Arthritis and Epilepsy, Kathy brings insight and an inside view to how important MOVEMENT is to the Autoimmune community. We have fun guests and cover things that maybe others don't want to talk about regarding Multiple Sclerosis and other Autoimmune Diseases.
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Earn your OT CEUs by listening for free to our episodes, then logging into the OT Potential Club to take a quiz and earn a certificate. In each episode, we discuss new OT-related research and invite an expert guest to pull out actionable takeaways. Perfect for occupational therapists and occupational therapy assistants. Episodes are released every other week.
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The Digital Agency Show | Helping Agency Owners Transform Their Business Mindset to Increase Prices, Work Less, and Grow Profits
UGURUS Hosted by Brent Weaver
Helping digital agency owners transform their business mindset so they can increase prices, work less, and grow profits. A weekly podcast where host Brent Weaver chats with today's most successful entrepreneurs running digital agency businesses in the web design, web development, and digital marketing industry. Brent also chats with high-profile entrepreneurs and other smart people that can help listeners grow their digital agency. Each interview deep dives into the emotional details of goin ...
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What Did I Just Read? is the podcast where best friends Holly and LA spill the tea on a new romance novel every week. From toe-curling chemistry to over-the-top drama, they break down all the steamy moments, swoon-worthy characters, and plot twists that will have you blushing (or maybe even fanning yourself). No genre is off-limits—whether it’s contemporary, historical, or paranormal, these two dive headfirst into every page-turner with no filter. Expect plenty of laughs, lots of sassy comme ...
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Beyond Christmas: Managing the Holidays on Global Teams | Episode 24
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35:10This podcast is sponsored by Supportman, which connects Intercom to Slack and uses AI to give agents feedback and surface problems in real time. The holidays don’t look the same for everyone. Some teams shut down for a week, while support teams have to keep the queue moving. On global teams, there are even more calendars to juggle, and not everyone…
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#118 AI Chat and Clinical Decision Support with Jen Weaver
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55:08One year ago, we released an OT Potential Podcast episode exploring what AI could conceptually mean for clinical decision support. Fast forward to today—and AI chats have become a regular part of the decision-making process for many healthcare providers. In fact, OpenEvidence now reports that 40% of U.S. physicians use their platform daily. At OT P…
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The light fades, routines slow, and the quiet gets loud. We name the winter blues without sugarcoating them, then share what actually helps: sunlight rituals, happy lights you’ll remember to use, and small anchors that turn long dark days into something gentler and more human. We compare notes from different climates—rain-soaked Pacific Northwest, …
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#120 Vision Remediation and OT with Alicia Reiser
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55:02We, at OT Potential, keep hearing stories of more and more OTs teaming up with optometrists to provide vision remediation interventions. (Vision remediation focuses on retraining the eye and brain connection. This is in contrast to low vision therapy, which focuses on compensation and adapting the environment to maximize remaining vision.) The need…
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Move It or Lose It | Episode 140 | Dr. Anthony Feinstein: How is Your Brain Treating You?
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41:57Move It or Lose It | Episode 140 | Dr. Anthony Feinstein: How is Your Brain Treating You? Back with new insights and knowledge on cognitive struggles. Don't forget to like, comment, and subscribe for more episodes of the Move It or Lose It Podcast! 🎧 Want to know more about Dr. Anthony Feinstein? 💻 https://ims.utoronto.ca/faculty/anthony-feinstein …
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Survivor Spoonie Edition: What's in Your Bag
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17:47Ever wish your bag could calm a flare before it starts? We empty our real spoonie survival kits and show exactly how we plan for pain spikes, long waits, and the kind of detours that come with chronic illness. From compact pain tools to mood-lifting comforts, you’ll hear how we choose items that solve predictable problems—then scale up for travel w…
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Send us a text Holly & LA howl over Ali Hazelwood's latest book "Mate". Check out our episode on Bride as well, Season 2 Episode 2! Next book: Alchemy of Secrets by Stephanie Garber Have a book you want us to cover? Have any good recommendations to add to our Pain & Pleasure Wheel? Want to sprinkle us with compliments? FIRST, FOLLOW US! SECOND, lea…
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#119 OT and PT Collaboration with Rebeca Segraves
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57:37OTs and PTs compete in many ways. We can be found competing over: Patient time Who gets to bill which code on which day Recognition And scope of practice But, as looming outside forces like AI and decreasing reimbursement rates threaten our professions, it is critical to change our postures toward interprofessional collaboration. And, there is no P…
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Please Stop Touching My Stuff, But Also Thank You For The Dishes
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24:57Holiday joy doesn’t have to come with a meltdown. We open up about how to survive loud rooms, heavy schedules, and high expectations while living with chronic illness or limited energy. From early meal prep to quiet “time-out” routines, we share the small moves that make the season easier, calmer, and genuinely more fun. We get practical about paci…
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A snack can save your night—or sink tomorrow. We spin our community’s wheel of topics and dive into the art of balanced snacking for spoonies: how to crush cravings, steady energy, and keep flares at bay without giving up the foods you love. From salty crunch to chocolate fixes, we share the swaps and habits that actually stick. We start with prote…
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Move It or Lose It | Episode 139 Part 02 | Ralph Cortese: Hope in Recovery
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24:31Move It or Lose It | Episode 139 Part 02 | Ralph Cortese: Hope in Recovery Strength that you didn’t know you had. Don't forget to like, comment, and subscribe for more episodes of the Move It or Lose It Podcast! 🎧 Want to know more about Ralph Cortese and Stroke Warrior Radio? 💻 Website: https://www.strokewarriorradio.com/who-we-are.html 📸 Instagra…
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Coach Rios’ Support Report Gets Value from Customer Noise | Episode 23
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36:33This podcast is sponsored by Supportman, which connects Intercom to Slack and uses AI to give agents feedback and surface problems in real time. What does it take to turn everyday customer conversations into insights that guide the whole business? In this episode of Live Chat with Jen Weaver, I sit down with Andrew “Coach” Rios, a veteran support o…
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When Kathy Chester lost her eyesight in one eye on Mother's Day over twenty years ago, she had no idea this would be the beginning of her journey with multiple sclerosis. As a former gym owner and lifelong athlete, her first instinct was to "run it out"—pushing her body harder in hopes of defeating the disease through sheer determination. Today, th…
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Occupational therapy assistants are the bedrock of treatment provision in many OT departments throughout the country. In fact, In large rural SNFs, around 58% of OT staffing minutes are by OTAs. And, in rural and underserved communities, about 48% of all Medicare outpatient therapy services are provided by OTAs. But, not enough continuing education…
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Move It or Lose It | Episode 139 Part 01 | Ralph Cortese: Hope in Recovery
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43:49Move It or Lose It | Episode 139 Part 01 | Ralph Cortese: Hope in Recovery Strength that you didn’t know you had. Part 02 airs next week on Wednesday, October 29th! Don't forget to like, comment, and subscribe for more episodes of the Move It or Lose It Podcast! 🎧 Want to know more about Ralph Cortese and Stroke Warrior Radio? 💻 Website: https://ww…
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The Power of Mail: Turning Chronic Illness into Advocacy
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42:10When life deals you a complicated hand of chronic illnesses, what do you do with it? For Erica Falco, the answer was clear – transform it into a mission of connection and hope for others walking similar paths. At just 30 years old, this former elementary school teacher navigates a complex medical reality that includes stage 4 endometriosis (found t…
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#116 OT and Heart Disease with Sabina Kahn
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55:55Heart disease is the most common serious chronic condition among adults. In fact per the latest report staggering 1 in 3 US adults received care for a cardiovascular risk factor or condition in 2020. The same report projects that annual inflation-adjusted health care costs attributable to cardiovascular conditions will nearly quadruple from $393 bi…
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Leading Through Layoffs: Building Teams When Budgets Shrink | Episode 22
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35:38This podcast is sponsored by Supportman, which connects Intercom to Slack and uses AI to give agents feedback and surface problems in real time. What happens when budgets shrink, layoffs ripple across the industry, and leaders are asked to do more with less? This week on Live Chat, I sat down with Alisha Joseph, founder of Savvy Service Pro and cre…
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What happens when the medical establishment tells you your debilitating symptoms are "all in your head"? Dr. Diana Driscoll shares her journey from successful optometrist to disabled POTS patient and groundbreaking researcher. After a virus triggered debilitating autonomic dysfunction, she and her children faced severe health issues, prompting her …
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Hot take: I loved working in a Skilled Nursing Facility. Skilled nursing facilities are one of the highest paid settings for occupational therapy professionals. And about one-fifth of us work in one. But, work in one can have a bad rap. In today’s intro to SNF OT course, we’ll walk through the common challenges, and immense opportunities of working…
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Move It or Lose It | Episode 138 | Adam Powell: MS Questions & Myths answered
55:42
55:42
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55:42By Kathy Chester
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Steve Lovelace didn't plan to share his recent health crisis on the Spoonie Sisters podcast, but sometimes the most powerful conversations happen unexpectedly. When Steve woke at 3:30 AM with unmistakable heart attack symptoms, he made a decision he now warns others against – driving himself to the emergency room. Despite his high pain tolerance de…
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S3 E5 - Scythe & Sparrow by Brynne Weaver
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24:21Send us a text In this episode Holly & LA chat about the last and final installment of Brynne Weaver's Ruinous Love Trilogy series Scythe & Sparrow. Also check out our episodes covering both previous books in this series: Butcher & Blackbird and Leather & Lark . Have a book you want us to cover? Want to sprinkle us with compliments? FIRST, FOLLOW U…
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From Boring to Brilliant: Raising Energy on Virtual Calls | Episode 21
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46:14This podcast is sponsored by Supportman which connects Intercom to Slack and uses AI to give agents feedback and surface problems in real time. Ever leave a virtual meeting wondering why it felt flat, even though the content was solid? In this episode, I’m joined by Anders Boulanger, founder and CEO of Engagify and author of Engage First (coming Oc…
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Turning Diagnosis Into Mission: The Birth of Lori Health
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30:35Ever Googled your symptoms only to fall down a rabbit hole of doom and gloom? You're not alone. When Asmaa was diagnosed with multiple sclerosis in 2022, she desperately searched for someone who could tell her life wasn't over—someone who looked like her, talked like her, had a career, was getting married, but was 10 years ahead in their journey wh…
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#114 OT, Nitrates, and Cancer Prevention Post with Jesse E. Bell
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1:01:28It’s no secret that I believe occupation therapy is entering its prevention era. We are starting to leverage our skillset not after a terrible health incident has occurred, but at the first sign of trouble. As I imagine this not-too-distant reality, there is one deeply personal area that I am so eager to see us shift our energy toward: Cancer preve…
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Have you ever left your rheumatologist's office feeling like they were speaking an entirely different language? You're not alone. Medical terminology can be overwhelming, especially when you're newly diagnosed with rheumatoid arthritis and trying to make sense of your new reality. This episode brings together a remarkable panel of experts who offer…
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#113 AI’s Potential in Child Development with Mati Kochavi
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59:00Artificial intelligence is rapidly transforming healthcare—and pediatric occupational therapy is no exception. This course aims to spark your imagination about AI’s potential to strengthen how we support child development. From enhancing your assessments with rich data to making interventions more accessible, AI holds promise for both clinicians an…
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Move It or Lose It | Episode 137 Part 2 | Dr. Joshua Katz: Helping disrupt ideas about MS treatment
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57:46Move It or Lose It | Episode 137 Part 2 | Dr. Joshua Katz: Helping disrupt ideas about MS treatment Part 2 of a great conversation with neurologist, Dr. Joshua Katz about the MS treatments available and the breakthroughs being made. Dr. Joshua Katz graduated from Tufts University School of Medicine in 1992. He is the director of The Elliot Lewis Ce…
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Send us a text In this episode, we chat with author Yiming Ma about his debut novel These Memories Do Not Belong to Us - A constellation novel that dives into the different perspective of characters living through war, a pandemic, and the aftermath that follows when technology is introduced to share, modify, and ultimately monetize on personal memo…
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Your Recovery Plate Matters More Than You Think
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31:27Nutrition might be the most overlooked aspect of surgical recovery, yet it fundamentally shapes how quickly and completely our bodies heal. In this deeply practical conversation, the Spoonie Sisters welcome holistic nutritionist Jacqueline Lovett to explore the powerful connection between what we eat and how we recover. We dive into why protein bec…
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Conquer QA Overwhelm with Stacy’s Fearless Ten-Ticket Method | Episode 20
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31:47This podcast is sponsored by Supportman, which connects Intercom to Slack and uses AI to give agents feedback and surface problems in real time. “Consistent quality review, I think, is better than no quality review.” That’s the principle that guided Stacy Justino, Product Support Manager at PetDesk, when she launched a brand-new QA program for vete…
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What happens when a medical professional becomes the patient? Melissa Marquis—a nurse with over 25 years of experience in emergency preparedness—shares her remarkable journey from healthcare provider to autoimmune patient after being diagnosed with limited cutaneous systemic sclerosis following a frustrating 10-year search for answers. Drawing from…
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Behind the Mask: Raw Conversations When the Spoons Run Out
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48:45What does chronic illness really look like when no one's watching? When the "I'm fine" mask slips away? The Spoonie Sisters gather for an unfiltered, emotional conversation about the reality behind the façade. This episode dives deep into what happens when medication stops working, when anger takes over, and when your body betrays you despite doing…
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Move It or Lose It | Episode 137 Part 1 | Dr. Joshua Katz: Helping disrupt ideas about MS treatment
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33:43Move It or Lose It | Episode 137 Part 1 | Dr. Joshua Katz: Helping disrupt ideas about MS treatment. Part 1 of a great conversation with neurologist, Dr. Joshua Katz about the MS treatments available and the breakthroughs being made. Dr. Joshua Katz graduated from Tufts University School of Medicine in 1992. He is the director of The Elliot Lewis C…
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S3 E4 - Love, Camera, Action by Noel Stark
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29:07Send us a text Holly & LA return from their summer hiatus to chat about Noel Stark's debut book Love, Camera, Action: A Novel, a story about finding love behind scenes Next episode Holly & LA close out Brynne Weaver's The Ruinous Love Trilogy with the third and final installment Scythe & Sparrow. Have a book you want us to cover? Want to sprinkle u…
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Have you ever been told that celery juice could cure your autoimmune disease? Or perhaps someone suggested that your joints aren't actually inflamed—they're just dehydrated? Welcome to the world of unsolicited health advice that every person with a chronic illness knows all too well. In this candid and often hilarious conversation, four women (Alis…
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#112 Intro to School OT with Bryden Carlson-Giving
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57:01School-based OTs is one of occupational therapy’s most distinct practice areas. The style of practice and the systems you work within, all take a mindset shift. Whether you just landed your first school OT job or are a seasoned professional looking to refine how you manage your days, this course will walk you through essential day to day considerat…
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What happens when chronic pain intersects with mental health? Our panel of chronic illness warriors tackles this question head-on, revealing the emotional landscape behind physical suffering and the mindset shifts that transformed their journeys. Meet Steve, living with rare and painful arachnoiditis, who found renewed purpose as an advocate after …
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Prevention-First QA to Rocket Your Team to 97-Plus-Percent CSAT | Episode 19
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31:08If your QA process is just a checklist, you are wasting time, money, and customer trust. Today, I’m talking with Chloé Koers-Bourrat, Process and Productivity Manager, Support Operations at Smartly, who built a prevention-first QA program that turned a fast-growing ad tech team into a 97 percent-plus CSAT powerhouse. Chloé’s approach is simple but …
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Chronic illness transforms not just our bodies, but our entire emotional landscape. What happens when persistent physical pain collides with mental health? How do we find joy when our bodies seem determined to hold us back? "Mind Over Misery" brings together a diverse panel of chronic illness warriors who open up about the rarely discussed emotiona…
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#111 Medicare Cuts & Opportunities with Dana Strauss
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1:02:04When you adjust for inflation, OT and PT reimbursement is down around 40% since 2002 on our key CPT codes. Now the 2026 Physician Fee Schedule proposed rule has ANOTHER cut to OT written in pencil. We simply cannot sustain continued cuts to the value of our services. So, we clearly need to reconsider our advocacy approach and identify key opportuni…
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Have you ever considered that your chronic illness might have given you superpowers? Not the kind that let you leap tall buildings, but the real-life abilities that make you uniquely resilient, intuitive, and resourceful. In this heartfelt conversation, we explore the unexpected strengths that emerge when living with conditions like rheumatoid arth…
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Move It or Lose It | Episode 136 | Rock Tape: The many uses!
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43:54Move It or Lose It | Episode 136 | Rock Tape: The many uses! A conversation with Rock Tape co-founder, Dr. Steven Capobianco. Don't forget to like, comment, and subscribe for more episodes of the Move It or Lose It Podcast! 🎧 Want to learn more about Rock Tape? 💻 Website: https://rocktape.com 📸 Instagram: https://www.instagram.com/rocktape/ 🎞 YouTu…
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The Lupus Dietitian: Transforming Autoimmune Health
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42:40What if you could transform your autoimmune health through nutrition and lifestyle changes? That's precisely what Tanya Freirich, The Lupus Dietitian, has done for herself and thousands of clients over her 15-year career. This illuminating conversation takes you deep into the intersection of nutrition and autoimmune disease management with someone …
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Have you ever been casually told about a serious medical diagnosis you didn't even know you had? That jarring experience is just one of the many challenges we explore in this heartfelt conversation about navigating life after receiving a chronic illness diagnosis. We kick off by catching up on our summer experiences and current health challenges – …
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Stop Hoarding QA: How to Use Feedback to Fuel Support Team Growth | Episode 18
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28:48"I'm not here to catch your mistakes, I'm trying to get customers to stop yelling at you." - Amanda Drws That’s how Amanda Drws thinks about QA, and it’s a big reason her teams trust the process instead of fearing it. In this episode, we dig into how Amanda built a QA approach that actually makes life easier for agents and more valuable for the who…
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Patient Voices: When Champions Lead the Way
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33:08For those living with rheumatic diseases, finding your voice can be as powerful as finding the right treatment. In this candid roundtable conversation, six extraordinary patient advocates—Chelsea, Stasha, Nya, Tanya, Jen, and Cheryl—pull back the curtain on their journeys from diagnosis to becoming Rheum Champions with the Rheumatology Research Fou…
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#110 Legal Considerations for OT (Part 2) with with Alyson Stover and Monika Lukasiewicz
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55:02OT reimbursement from traditional models is on the decline, while the need for OT services on the rises Thus, entering into private practice is an important avenue for OTs to consider. But, with this comes all kinds of legal considerations. In the first part of this two part series, we talked about choosing a legal entity, working with your full sc…
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Move It or Lose | Episode 103 Replay | Down and Dirty Truth About Living With MS
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46:36Move It or Lose | Episode 103 Replay | Down and Dirty Truth About Living With MS In this deeply personal and candid episode of the Move It or Lose It podcast, I, along with my guests Julie Stamm and Dawn Morgan, dive into the emotional rollercoaster that comes with living with Multiple Sclerosis. We share our raw and real experiences, discussing ho…
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