Account Manager — Rachel Mentzel

This week’s spotlight is on Rachel Mentzel, PT, DPT, CAPM, a Non-Clinical 101 graduate who is now Account Manager for CX Pilots!

What is your full name, title, and company name for your current, primary role?

Rachel Mentzel, PT, DPT, CAPM — Account Manager at CX Pilots

What additional roles do you currently have?

• Per diem PT
• Pilates instructor
• Freelance writer

Where are you located?

San Diego, CA.

Where did you go to PT school, and what year did you graduate?

UT Southwestern in Dallas, TX. I graduated in 2018.

What did you do when you first finished school, and for how long?

The very first thing I did was go backpacking in Thailand!

Professionally, my first job out of school was in home health physical therapy, but about three months in, a position opened up at a hospital where I had done a clinical rotation during school. I transitioned to acute care, and I worked full-time there for three years. I then shifted to working per diem and teaching Pilates. When I moved to San Diego, I worked per diem in acute care.

In what setting(s) did you work, and what types of patients did you treat?

My primary practice setting has been acute care, where I work across the entire inpatient spectrum–from the ICU to the ED to neuro to orthopedics. I’ve also worked in home health physical therapy, primarily caring for geriatric patients, and for Luna Physical Therapy, providing in-home orthopedic care. Lastly, I briefly worked per diem at a SNF, seeing primarily post-op and post-stroke patients.

What did you enjoy about your early roles? What didn’t you enjoy?

I initially loved the fast pace of working in the hospital–the high medical complexity, the variety in my day, and setting my own schedule with my caseload. I particularly enjoyed seeing patients make progress post-stroke or post-SCI. There were times when I could really feel the impact of what I was doing.

However, eventually some of those pros became cons over time–the constant sense of urgency present in a hospital can be draining. Feeling constantly ‘on’ and absorbing the emotions of patients and their families weighed on me. Seeing patients not receive the optimal care due to insurance, socioeconomic factors, or their own behaviors was challenging. Seeing the way companies treated my friends, spouse, and acquaintances versus the way healthcare workers are treated grated on me, especially during the pandemic.

What else have you done since then, prior to your current role?

During the pandemic, I started freelance writing. I always loved writing and had no idea someone would be willing to pay me for it. I started taking writing contracts, beginning with small projects like blog posts, which led to opportunities such as writing continuing education courses for physical therapists, and creating a series of wellness courses on holistic women’s health for a postpartum wellness platform.

Those experiences then helped me land a part-time project management contract for a gait training device company. I also completed a 500-hour Comprehensive Pilates certification through Polestar Pilates and completed the Herman & Wallace Pelvic Floor series before eventually taking on my current account manager role.

When and why did you decide to do something non-clinical?

To be fully transparent, I wasn’t sure I wanted to be a physical therapist for the rest of my career, even during my time in PT school, and I always felt guilty about that. Fast forward to the stress of working in a hospital throughout the pandemic, and I knew PT wasn’t sustainable for me in the long term.

My husband always believed in me, and it was his persistence that encouraged me to start writing during that time, which ultimately became the catalyst that led me to transition fully to a non-clinical role a few years later. If you had told pandemic Rachel that she would be working from home these days, she wouldn’t have believed you!

What are you doing these days?

I’m a full-time account manager at CX Pilots. I also work per diem as an acute care physical therapist, and I teach Pilates on the side. I still do freelance writing if the opportunity presents itself.

Are you still treating patients, or are you solely non-clinical?

I still treat patients as a per diem PT at the hospital.

What percentage of your time is spent clinically vs. non-clinically?

For my role as account manager, I do not see patients.

How long have you been in your current role?

I have been in my current role since June 2024.

What do you wish you would’ve known before going into this account manager role?

Changing careers is quite normal. In healthcare, I always felt that there was a stigma associated with being a healthcare worker, implying that it had to be a calling in life or that one’s identity needed to be tightly wrapped up in their profession.

In reality, people frequently change jobs in other fields. Yes, the schooling was an investment, but that doesn’t have to dictate the rest of your life if it no longer serves you.

Did you get any special certifications or training along the way to help you get into your current role?

I took the Non-Clinical 101 course, which helped me hone down on which career paths I was most interested in. I didn’t have much context for what was out there beforehand.

Additionally, while I was interviewing for my current role, I was taking the Google Project Management certification through Coursera, which helped me understand the methodology and language of project management. I recently passed the Certified Associate in Project Management (CAPM) certification, which is the precursor to the Project Management Professional (PMP) certification.

How did you find your job? Did you apply or find it through a connection?

I found out about my job through the Non-Clinical 101 Facebook group!

Did you do anything special to your resume and cover letter to land the job?

I used the templates and formatting provided in the Non-Clinical 101 course. It was very helpful to have a layout to follow. I had been tailoring my resume for the roles I was applying for, so I ensured it was specific to each job description. I used AI to help me translate clinical skills into non-clinical language and had my engineer husband proofread it to ensure it resonated with an audience outside of healthcare.

How have people reacted to you leaving patient care?

If they’re also in healthcare, people are usually curious how I did it, not necessarily why I did it. Sometimes people assume that I still work in a healthcare-related role, so when I tell them I’m not, they can be a little confused. Overall, most people are positive, albeit a little nosy!

What’s a typical day or week in the life like for you? What types of tasks and responsibilities fill your time?

A typical day may include responding to client emails, preparing materials for workshops or meetings, and editing and proofing client deliverables. I often have client calls two to three days a week, in addition to internal team meetings.

My primary role is to advocate for our clients and ensure that projects run smoothly, and there’s a lot of behind-the-scenes work that goes into that. I also assist with the content team. We are a small team, so I have the opportunity to work on a variety of tasks across the company.

What are some of the rewards of your role? What are the biggest challenges?

I enjoy a job well done–when a client is satisfied and derives value from the work we do with them, that’s rewarding. It’s nice to feel appreciated by my team and valued for my skills. I enjoy that my time is split between independent work and client-facing work.

The learning curve from healthcare to an entirely new field has come with its challenges, and talking to prospective clients and dipping my toe into a sales mentality has also been a challenge for me.

How did your clinical background prepare you for this role? Which skills transferred?

My clinical background has played a key role in my success as an account manager. Working in acute care taught me how to adapt quickly and be comfortable shifting gears on a moment’s notice.

The ability to listen and empathize with others, understanding what they need without them having to state it explicitly, is a skill I think many therapists possess and often undersell themselves on.

Roughly speaking, how are the hours and pay compared to patient care?

Although I did take a pay cut for my role, my work-life balance has significantly improved. My company has a four-day workweek policy and allows for flexibility for the realities of life. I no longer commute back and forth to 10-hour shifts, which makes my workdays feel so much more manageable. And, the potential to earn more in account management far surpasses the PT salary cap.

What type of person do you think would do well in your account manager role?

Since I work for a smaller company, it’s key to be able to adapt quickly, anticipate what needs to be done, and be self-sufficient in managing my work. Being empathetic, responsive, and attentive is incredibly valuable. This role requires you to own relationships and demonstrate value to clients, so someone comfortable taking on those tasks is essential.

Do you work remotely or onsite?

I work remotely. I do have client workshops in person a few times a year.

Does your organization hire PT, OT, or SLP professionals into non-clinical roles? If so, what type of roles?

Yes! My fellow account manager is an OT by background, and my company has had a previous employee who was an SLP. The therapeutic background translates very well into account management–all the people skills that are innate to the rehabilitation world are tough to teach, and my boss appreciates that.

Did you read any books, take any courses, or do anything special overall to get you where you are today?

I took the Non-Clinical 101 course and the Google Project Management certification through Coursera prior to landing my current job.

I love to read and attribute many books to helping me shift my mindset on topics such as work, money, and happiness. Some of my favorites include: The Simple Path to Wealth, Designing Your Life, Set For Life, and the classic Rich Dad, Poor Dad.

Mental health and mindset are so important when considering a career transition. Beyond books and courses, I would also highly recommend seeking out a therapist if it’s accessible to you.

What is a typical career path for someone in your account manager role?

Starting out, an account manager will likely be responsible for a portfolio of clients, ensuring customer satisfaction, and identifying opportunities for potential new business. My specific role also overlaps significantly with project management.

Progressing through this career path depends on a few factors, such as company size or industry. There are leadership opportunities, such as managing other account managers, transitioning to managing higher-value clients, or pursuing national or global opportunities. This role may also lead to a more sales-oriented position.

What is next for you? What are your high-level career aspirations?

Currently, I’m focused on continuing to develop my skills in account management and project management and getting comfortable in my new career trajectory. I’m considering pursuing my PMP. I’d love to retire early, and maybe someday open a Pilates studio.

What would you like to change most in your profession, and why? How would you propose doing so?

The student loan crisis is out of control. The amount of money required to become a physical therapist is so out of proportion to the earning potential. Requiring a doctorate degree has not changed salary progression, which leaves many therapists, including myself, putting their lives on hold due to student loan debt.

I don’t have a grand solution, but I do wish there were more scholarships available or part-time programs that allowed you to work more while in school to avoid having to pay for cost of living expenses through loans.

I also believe student physical therapists should be given a stipend while out on clinical rotations. Paying tuition and accruing interest while essentially working full-time is a tough pill to swallow.

What would you teach to today’s graduate students in your profession, if you had the opportunity?

I would teach more financial literacy skills and include more business coursework. My program had one small course on opening a private practice, but did not go into detail on the actual tactical skills required to run or market a business, nor did it discuss the route of operating outside the traditional insurance model of care. I think there is a lot of interest in that, and it deserves more attention in school.