In this episode of the Unmasked Therapist Podcast, Clinical Supervisors ⁠⁠Kim Rippy, LPC⁠⁠ and ⁠⁠Kaitlyn Steel, LMFT⁠⁠ continue their conversation with Keystone Therapy Group’s admin, ⁠Maeve Englehart⁠, for Part 2 of this behind-the-scenes look at the role that keeps a practice running smoothly.

Building on Part 1, this episode dives deeper into the relational and operational impact of having administrative support within a therapy practice. The conversation shifts from what admins do to why their role is so essential—not just for efficiency, but for protecting the therapeutic relationship and creating a seamless client experience.

Kim shares her philosophy on separating billing from clinical work, highlighting how this boundary preserves both the integrity of the therapist-client relationship and the sustainability of the business. Maeve offers her perspective from the admin side, reflecting on how managing communication, billing, and first client contact shapes how supported and understood clients feel from the very beginning.

Together, they explore how responsiveness, consistency, and authenticity extend beyond the therapy room—and how even small interactions can significantly impact whether a client follows through with care.

In Part 2, we discuss:• Why separating billing from clinical work protects the therapeutic relationship• The role of admin support in maintaining ethical and sustainable business practices• How first impressions and responsiveness impact client follow-through• What clients are really looking for when they first reach out for therapy• The importance of consistency and communication across a practice• Common ways therapists unintentionally impact client experience outside of sessions• How authenticity and connection start from the very first point of contact

Connect with us:Supervision: ⁠www.keystonetherapygroup.com/supervision/⁠Instagram: @TheUnmaskedTherapistEmail: ⁠⁠Supervision@KeystoneTherapyGroup.com⁠⁠

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Disclaimer:This podcast is for educational purposes only and is not a substitute for clinical supervision. All information shared represents our own opinions and should not be taken as legal or clinical direction.

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