Explorez tous les épisodes du podcast Walk-Ins Welcome: A Healthcare Marketing Podcast
| Titre | Date | Durée | |
|---|---|---|---|
| Ep. 212: Episode Rewind - The Front Desk Evolution (Full UCA Talk) | 24 Dec 2025 | 00:41:50 | |
As we take a short break for the holidays, we’re switching things up with a rewind of one of our most-downloaded, most-talked-about episodes ever. In this replay from the UCA Conference in Dallas, Michael Ray walks through one of the most overlooked, high-impact growth opportunities in urgent care: your front desk. Spoiler alert—this session struck such a chord, it’s now evolving into a full training offering for urgent care teams. If you’re ready to turn your front desk into your secret sales team, improve patient conversion, and stop leaking marketing dollars, this episode is packed with practical insights, scripts, and strategy. We’ll be back with fresh episodes in the new year—but in the meantime, this one’s well worth a second listen. Happy holidays, and we’ll see you in 2026! 💬 Stay Connected:Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content.Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingprosLinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWAWant to be a guest, recommend someone for the show, or ask a question? Reach out—we’d love to hear from you! Email us at hello@patientcaremarketingpros.com🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 211: Meet the Pros: Advocacy, Urgent Care, and Elle Woods Energy with Hannah Green | 17 Dec 2025 | 00:18:59 | |
This week, we’re handing the mic to the woman who keeps the PCMP machine moving: Hannah Green. In this behind-the-scenes, end-of-year episode, Michael sits down with Hannah, our Marketing Director and the strategic engine behind Walk-Ins Welcome and Patient Care Marketing Pros, for an off-the-cuff chat about her journey, her passions, and what really goes into building connection in the urgent care space. From reading goals and Riverside quirks to serious moves in urgent care advocacy, Hannah opens up about what made 2025 such a pivotal year for both her and the PCMP brand. Here’s what’s inside: 🧠 How a solo trip to Experity Connect boosted Hannah’s confidence and shaped our strategy 📣 Why urgent care advocacy is part of our future 📚 A cult memoir, a Hunger Games prequel, and Hannah’s top book of 2025 🎙️ Why this team runs on “Toddlers and Tiaras” energy—and what that actually means 📈 What made our webinars and Facebook ads finally click in 2025 💌 The email open rate secret—and why Hannah really wants to hear from you 💡 A preview of our 2026 Mastermind (psst... join the waitlist!) 👋 Meet Hannah GreenWith experience in graphic design and digital marketing, Hannah brings both creative vision and strategic insight to everything she touches. As the Marketing Coordinator for Patient Care Marketing Pros, she leads all in-house marketing initiatives, ensuring our brand voice stays cohesive, human, and powerfully positioned across every platform. At the heart of Hannah’s work is a passion for creating content that builds trust and genuine connection. From social media strategy and brand messaging to podcast production and event marketing, she crafts content that speaks clearly and resonates deeply. She also oversees our digital presence on platforms like Facebook, LinkedIn, YouTube, and TikTok, driving content strategy in close collaboration with our SEO and Paid Ads teams to maximize both organic and paid performance. When she’s not creating content, you’ll find her hanging out with her cat, Mews, snapping photos of hot dogs (just for the bit), and finding creative ways to reduce her screentime. Usually that means reading, cooking, making art, or spending quality time with friends. 🔗 Resources & Mentions: 🤝 Connect with Hannah on LinkedIn: https://www.linkedin.com/in/hannahlgreen/ 📥 Join the 2026 Mastermind Waitlist: A no-pitch, in-person gathering of urgent care leaders committed to growth. 📺 Subscribe on YouTube: Every episode is available in full video format. 📧 Contact Hannah: Want to say hey, ask a question, or just let her know you’re reading the emails? 🎧 Subscribe to the Podcast: Walk-Ins Welcome is available on Spotify, Apple Podcasts, and wherever you listen. 💬 Stay Connected: Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? We’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 210: 2025 Year in Review | 10 Dec 2025 | 00:24:27 | |
This week, Nick and Michael are cracking open the stats—and the gratitude—as they reflect on the year you helped build. In this upbeat, data-packed, end-of-year episode, the guys pull back the curtain on what 2025 looked like for the Walk-Ins Welcome podcast, from wild growth metrics to the one episode that absolutely crushed it (hint: it’s all about the front desk). You’ll hear the full behind-the-scenes scoop, from Spotify Wrapped insights to stories from the road and what’s coming for 2026. Spoiler: there’s a mastermind. And yes, we’re finally redoing the studio. Here’s what’s inside: 📈 71% increase in listening time—and what that means 👥 999% growth in new audience (yes, seriously) 📹 Why video content is part of the next evolution 🏆 Episode 189 (with Ava Winslow of Flip AI) and why it resonated 🎧 How you helped land Walk-Ins Welcome in the top 15% of videos on Spotify 💌 Why being one of the most shared podcasts on Spotify means more than you know 💡 A sneak peek at the 2026 PCMP Mastermind—and how to join the waitlist Nick and Michael also get real about what makes this community of urgent care pros so special—and why your loyalty, shares, and feedback keep this whole thing going. 🔗 Resources & Mentions:
💬 Stay Connected: Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? We’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 209: Value vs. Vanity Metrics: What Urgent Care Centers Should Really Be Measuring | 03 Dec 2025 | 00:23:56 | |
This week’s episode features a clip from our recent webinar, "Value vs. Vanity Metrics," a candid conversation about which numbers actually matter in urgent care marketing. Too many clinics are still chasing clicks instead of patients, and it’s costing them big. We’re cutting through the noise and focusing on what really drives growth. We cover:📊 The difference between branding metrics and growth metrics💸 Why impressions, likes, and clicks can mislead your budget📞 What “real” conversions look like (and how to track them)📉 How to calculate your true cost per lead and cost per patient🔁 Why repeat visits matter more than you think📍 What local search visibility actually means — and how to improve it If you’re planning for a more profitable 2026, this episode will help you define success with metrics that matter — and finally hold your marketing accountable for real results. 🔗 Resources & Mentions:Access the webinar: https://webinars.patientcaremarketingpros.com/value-vs-vanity 💬 Stay Connected: Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? We’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 208: The Strange Connection Between Storm Patterns and Healthcare Visits | 26 Nov 2025 | 00:20:37 | |
Nick and Michael are diving into one of the strangest, most unexpected trends affecting urgent care patient volume in 2025. What do Google search trends, flu season, and a total lack of hurricanes have in common? More than you think. In this data-backed (but totally human) episode, the guys break down a theory that’s been stirring in real client conversations, Google Trends graphs, and a surprising comment from Alabama’s favorite weatherman. Here’s what they unpack: This episode is part insight, part weather report, and 100% focused on helping you understand what’s really happening with patient behavior right now so you can lead with clarity and prepare for what’s next. 🔗 Resources & Mentions:
💬 Stay Connected: Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? We’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 207: Healing Healthcare with Insight, Innovation, and Intention - Interview with Josh Russell, MD, Chief Medical Officer at UCP Merchant Medicine | 19 Nov 2025 | 00:36:14 | |
When it comes to urgent care, Dr. Josh Russell is the real deal. Chief Medical Officer at UCP Merchant Medicine, editor of UC Max and CorePendium, AI advisor, board-certified medical editor, and now host of the new podcast The Focused Exam—Dr. Russell brings the rare mix of clinical excellence, tech-savvy, and straight-up curiosity that today’s medical landscape desperately needs. In this episode, Nick and Michael sit down with Dr. Russell to explore the real-world impact of AI in urgent care and how tools like Intellivisit are redefining patient flow, documentation, and burnout. From automating charting and streamlining care delivery to teaching clinicians how to embrace a growth mindset, Josh unpacks how AI—when done right—can help bring humanity back to medicine. And yes, we also talk DJ names, Jeopardy dreams, and the one thing patients really want (but rarely ask for) in a visit. 🔍 In This Episode, You’ll Learn: 🧑🏫 Why “doctor” still means “teacher”—and how patient education drives retention💻 How Intellivisit is reshaping workflow, documentation, and decision support⏳ What AI can (and can’t) do to fix burnout and reclaim time with patients🩺 Why the biggest shift clinicians need to make isn’t technical—it’s mental🎧 How Dr. Russell is using DJing, podcasting, and entrepreneurship to beat burnout and expand what it means to be a modern physician 🧠 About Our Guest:Dr. Josh Russell is the Chief Medical Officer at UCP Merchant Medicine, a board-certified emergency physician, medical editor, and host of the upcoming podcast The Focused Exam. With deep experience in clinical care, AI-powered workflow design, health tech strategy, and physician coaching, Dr. Russell is on a mission to rewire what success looks like for modern clinicians. He’s also a trivia enthusiast, aspiring Jeopardy contestant, and hobbyist DJ under the name Ultra Sound. No, really. 🔗 Resources & Mentions:
💬 Stay Connected: Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? We’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 206: The Cost of Digital Marketing: What Clinics Need to Know Before They Budget | 12 Nov 2025 | 00:29:58 | |
This week’s episode features a clip from our recent webinar, The Cost of Digital Marketing — a deep dive into what urgent care owners and operators really need to know about marketing budgets in 2026. We’re breaking down the dollars, data, and decisions that drive real growth — not just clicks. We cover: 💰 Why marketing costs are rising even with AI on the scene If you’re setting your marketing budget for 2026, this episode will help you make confident, informed decisions — and understand exactly where your money should be going. 🎙️ Don’t miss what’s next: Join our upcoming live webinar on Thursday, November 20, where we’ll dig into Value vs. Vanity Metrics — how to stop chasing empty numbers Register here: https://webinars.patientcaremarketingpros.com/value-vs-vanity 🔗 Resources & Mentions: Access the webinar: https://webinars.patientcaremarketingpros.com/cost-of-marketing 💬 Stay Connected: Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? Reach out—we’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 205: Reclaiming the Exam Room: AI That Puts Patients Back at the Center - Interview with Justin Mardjuki from Sayvant | 05 Nov 2025 | 00:38:13 | |
When most people talk about AI in healthcare, the conversation gets crowded fast—hype, fear, jargon, and yet another “innovative solution.” But for Justin Mardjuki, CEO of Sayvant, the focus is simple: help urgent care teams deliver better care, faster, with less stress—and actually connect with patients again. In this episode, Michael and Nick sit down with Justin to explore how Savant is putting a truly human spin on clinical AI. From reducing documentation burdens and improving chart quality to making EMR integration less painful, Savant is doing more than just talk about outcomes—they’re proving them, chart by chart, shift by shift. You’ll hear how AI can empower clinicians, boost billing accuracy, and improve the patient experience—without taking over the exam room. We also talk about real adoption barriers, AI fatigue, and what it actually takes to change behavior in a system built on routine. This one’s packed with smart takes, real examples, and a grounded perspective on the future of AI in urgent care. 🔍 In This Episode, You’ll Learn: 🧾 Why AI-powered documentation is more than just a “nice to have”📉 How to reduce late charts and missed billing opportunities without EMR overhauls🧠 What it really takes to get clinicians to trust and adopt new tech👁️ How AI is helping bring back eye contact and real conversation at the point of care🚀 Why seeing is believing—and how 100 charts can change your workflow for good 🧠 About Our Guest: Justin Mardjuki is the Co-Founder and CEO of Sayvant, a clinical AI platform purpose-built for acute care. With a background in healthcare tech and leadership roles at companies like Box and Lifeline, Justin brings both the innovation mindset of Silicon Valley and the practical understanding of frontline medical challenges. Together with his team (including a co-founder who’s an emergency doc), he’s helping urgent care clinics chart faster, bill better, and bring humanity back to medicine. 🔗 Resources & Mentions:
💬 Stay Connected: Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? Reach out! We’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 204: How to Lead a Multi-Location Urgent Care Team and Build Strong Culture - Interview with Megan Bell from FastMed | 29 Oct 2025 | 00:38:38 | |
When most people talk urgent care, they talk speed, efficiency, and volume. But for Megan Bell—Director of Enterprise Performance Excellence at FastMed—leading 44 clinics across North Carolina means something deeper. In this episode, Michael and Nick sit down with Megan to explore what it really takes to build strong culture, foster true team connection, and lead with intentionality in today’s high-pressure healthcare landscape. With a background that spans creative agencies, corporate mentoring, higher education, and healthcare operations, Megan brings a one-of-a-kind leadership perspective to the urgent care space. She champions what she calls “Graceful Leadership”—a powerful blend of communication, empathy, and confident presence—and shares how that mindset is transforming culture and performance across FastMed. From scaling team energy across dozens of locations to the underrated value of fun, productive meetings, this episode is packed with insights for urgent care leaders, operators, and rising healthcare professionals looking to create real impact from the inside out. We talk about the power of creative thinking, what happens when you prioritize people over processes, and why leading with joy isn’t a gimmick—it’s a strategy. 🔍 In This Episode, You’ll Learn: 🏥 What it takes to build and protect clinic culture across 44 urgent care locations🎯 Why clear, consistent communication is the foundation of strong leadership🧠 How creative energy and storytelling skills transfer into healthcare operations🤝 Why empathy, vulnerability, and fun matter more than job titles🚀 What “Graceful Leadership” really means—and how it can empower your team 🧠 About Our Guest: Megan Bell is the Director of Enterprise Performance Excellence at FastMed, where she leads strategic initiatives across 44 North Carolina-based urgent care clinics. A versatile leader with a background in higher education, creative agencies, and corporate training, Megan thrives at the intersection of project management, communication, and culture. Her signature leadership approach—Graceful Leadership—emphasizes empathy, confidence, self-awareness, and inclusion. She’s passionate about helping people grow and believes trust, respect, and fun are non-negotiables in successful teams. 🔗 Resources & Mentions: Connect with Megan → https://www.linkedin.com/in/meganrbell/ 💬 Stay Connected: Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? Reach out! We’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 203: How to Grow a Small Urgent Care Without a Big Brand Budget | 22 Oct 2025 | 00:34:28 | |
Nick and Michael are breaking down one of the most misunderstood dynamics in urgent care growth: the difference between brand-driven growth and service-driven growth — and why playing in the wrong lane can quietly drain your clinic's potential. Whether you're running a multi-location chain or a single-location startup, this episode will help you diagnose what's really driving (or stalling) your patient volume. Drawing from real conversations, discovery calls, and lessons from 200+ episodes, Nick and Michael unpack: 🏢 The two urgent care growth models — and why each demands a different strategy 💸 Why small clinics shouldn't try to “look big” (and what to focus on instead) 📉 What happens when big clinics forget about patient experience 🚦 The critical lever that separates a slow bleed from sustainable growth 👥 How reputation, reviews, and real service can outpace brand dollars ⚙️ Systemizing care, scaling operations, and when your culture starts to crack This one is packed with real talk, real stats, and real strategy — delivered in classic Nick and Michael style. It’s a must-listen for clinic owners asking the hard questions about scale, service, and staying power in a saturated market. 🔗 Resources & Mentions:
💬 Stay Connected: Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? Reach out! We’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 202: Serving the Underserved in Urgent Care - Interview with Dr. Lindsey Fish from Denver Health Pena Urgent Care Clinic | 15 Oct 2025 | 00:31:39 | |
When most clinics talk growth, they talk volume. But at Denver Health’s Peña Urgent Care, leadership means something deeper. In this episode, Michael and Nick sit down with Dr. Lindsey Fish—Medical Director, educator, researcher, and community leader—to explore what it really means to deliver care where it’s needed most. With over a decade of hands-on experience serving underserved populations, Dr. Fish shares how her clinic, embedded within a safety-net system, balances high acuity care with compassion, equity, and resilience. From federally qualified funding structures to a radically human-first approach to leadership, this conversation pulls back the curtain on a side of urgent care that’s often unseen—but incredibly impactful. We talk about the growing importance of primary care, how urgent care and academic medicine intersect, and why true healthcare transformation starts by listening—to both patients and providers. This episode is full of insight for healthcare leaders, clinicians, and operators who believe in building something bigger than business. 🔍 In This Episode, You’ll Learn🏥 What it’s like to run one of the nation’s largest FQHC-affiliated urgent cares❤️ Why emotional burdens—not clinical challenges—are often the hardest part of patient care📊 How federally funded clinics balance reporting, quality, and access for underserved patients🤝 Why leadership in healthcare must prioritize team support, culture, and burnout prevention🎒 How grassroots community outreach—like backpack drives and trunk-or-treats—becomes real marketing 🧠 About Our GuestDr. Lindsey Fish is the Medical Director of Peña Urgent Care Clinic at Denver Health and an Associate Professor of Medicine at the University of Colorado School of Medicine. With over 10 years of experience running a high-acuity FQHC urgent care that sees 27,000+ visits annually, Dr. Fish is a respected leader in clinical operations, underserved care, and medical education. 🔗 Resources & MentionsConnect with Dr. Fish → LinkedIn 💬 Stay Connected Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingprosLinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? Reach out! We’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 201: From Summer Slump to Seasonal Surge: Marketing Strategies that Drive Patient Volume from Fall to Spring | 08 Oct 2025 | 00:22:07 | |
This week’s episode features a clip from our recent webinar, From Summer Slump to Seasonal Surge: Marketing Strategies that Drive Patient Volume from Fallto Spring, on navigating urgent care seasonality and paid ad strategy — and it’s all about helping your clinic stay ahead during the busiest months of the year. We break down: 🍂 Why patient volume spikes from fall through early spring If your clinic is heading into peak season, this episode will help you make the most of every opportunity — not just by staying busy, but by building long-term patient growth. 🔗 Resources & Mentions: Access the webinar: https://offer.patientcaremarketingpros.com/diy-toolkit 💬 Stay Connected: Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? Reach out—we’d love to hear from you! Email us at hello@patientcaremarketingpros.com🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 200: What We've Learned, Who We've Helped, and Where We're Headed | 01 Oct 2025 | 00:38:41 | |
🎉 200 Episodes of Walk-Ins Welcome: From Startup Struggles to Industry Impact Nick and Michael are in the studio for a special milestone: 200 episodes of Walk-Ins Welcome. What started with a Yeti mic and GarageBand has become a go-to podcast in the urgent care space — and today, they’re reflecting on what’s changed, what’s working, and what’s next. This isn’t just a look back — it’s a masterclass in how consistent content, real conversations, and industry advocacy can fuel clinic growth and marketing clarity. In this celebratory (and surprisingly actionable) episode, Nick and Michael unpack: 🎧 The origin story: Why they launched the podcast in 2021 (and almost quit)📈 What the data says: Top episodes, engagement trends, and listener insights🏥 How the podcast sparked client growth, urgent care connections, and real change📞 The Front Desk Evolution: From throwaway role to business-critical function💡 Why the future of urgent care is collaboration, not competition📹 Behind the scenes: studio upgrades, lessons learned, and awkward early episodes Plus, they reveal what’s coming in 2026 — and it might just change how urgent cares across the country support each other. This episode is packed with honest reflections, hilarious throwbacks, and forward-thinking strategy — all wrapped in gratitude for the listeners, clients, and community that made 200 episodes possible. If you’ve ever felt like your work isn’t being seen, this is proof that showing up consistently does create impact. Thanks for being on the journey. 🔗 Resources & Mentions:
💬 Stay Connected: Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingprosLinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? Reach out! We’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 199: The Trust Factor: Building Clinics That Patients Remember - Interview with Rachel Davis from AFC Urgent Care | 24 Sep 2025 | 00:35:07 | |
When it comes to clinic marketing, most talk digital. But the smart ones don’t forget their roots. In this episode, Michael and Nick welcome back Rachel Davis, the marketing leader behind AFC Urgent Care’s 25 clinics across Tennessee, Georgia, and North Carolina. With over a decade of experience growing urgent care brands from the ground up, Rachel shares what it really takes to build trust, drive patient volume, and make your clinic unforgettable. From a single social media campaign that brought in 92 patients in one day, to school partnerships, giant checks, and strategic giveaways—Rachel shows how blending grassroots marketing with digital execution isn’t just effective, it’s essential. Plus, we explore how she’s using AI to lead with empathy, boost team morale, and uncover performance insights that actually matter. This one is packed with real-world strategies, leadership lessons, and bold ideas urgent care marketers and operators can use right now. 🔍 In This Episode, You’ll Learn:📈 How one back-to-school campaign reached every elementary school within a 5-mile radius🤝 Why blending community outreach with digital tactics creates deeper trust and stronger results💡 How AI can help leaders support teams, celebrate wins, and reduce burnout💬 The one big mindset shift that turns patient experience into patient retention🎯 Why “Local First, Digital Always” is more than a tagline—it’s a growth strategy🎁 Plus: Trunk-or-Treat tips, brand-aid giveaways, handwritten notes, and cotton candy 🧠 About Our Guest Outside of work, she’s a proud mom of two and a non-stop chauffeur to soccer, dance, piano, and more. 🔗 Resources & Mentions Connect with Rachel → LinkedIn 💬 Stay Connected: Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingprosLinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? Reach out! We’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 198: When It's Time To Let Go: Firing Your Internal Marketing Bottleneck | 17 Sep 2025 | 00:38:17 | |
Nick and Michael are back, and this time, they're pulling no punches. In this candid and timely episode, they tackle one of the most sensitive but critical issues in urgent care marketing: knowing when your internal marketer has become a blocker, not a builder. Whether you’re dealing with a family-hired marketer, an emotionally tied team member, or someone simply out of their depth, this conversation is for you. Drawing from real stories and recent client experiences, Nick and Michael unpack:
This episode isn’t about blame — it’s about clarity, accountability, and protecting your clinic’s future. Because if your internal marketing isn’t aligned with your goals, you’re not just stuck — you’re bleeding potential. Nick and Michael also lay out how to avoid chaos before it starts: ownership of digital assets, documenting deliverables, and when to seek outside help. If you're a clinic owner who's been feeling stuck, exhausted, or just unsure whether your marketing team is truly moving the needle, this episode is for you. 🔗 Resources & Mentions:
💬 Stay Connected: Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingprosLinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? Reach out! We’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 197: Becoming the Healthcare Brand: Build Loyalty, Drive Growth, and Own Your Market | 10 Sep 2025 | 00:18:13 | |
This episode features a powerful clip from our recent webinar, Becoming the Healthcare Brand: Build Loyalty, Drive Growth, and Own Your Market—and it's packed with practical insights for urgent care leaders looking to stand out. We dive deep into the StoryBrand framework, walking through the 7 core questions that help you clarify your message, position your clinic as the trusted guide, and make your patients the true hero of your brand story. We break down: 🦸♂️ How to identify your ideal patient as the hero of the story 🧠 Why it’s critical to frame the problem from the customer’s perspective 🧭 How to position your clinic as the trusted guide (not the main character) 🗺️ The importance of giving your patients a clear, simple plan 📣 What makes a call to action actually work 🏆 How to paint a picture of success—and highlight what’s at stake 🤝 Practical ways to build trust, stand out, and become the go-to choice in your market Whether you're opening your first location or scaling a multi-site operation, this episode will help you rethink how you show up in a crowded healthcare market—and why your message may be the missing link between being seen and being chosen. 💬 Stay Connected: Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingprosLinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? Reach out! We’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 196: Suture Up: How The Laceration Course Is Powering Urgent Care Growth - Interview with Patrick O’Malley from EB Medicine, The Laceration Course | 03 Sep 2025 | 00:37:40 | |
💥 When Patients Bleed, Do You Send Them Away—or Suture in More Revenue? Every urgent care says they manage lacerations. But if your team isn’t trained—or confident—those walk-ins are walking out. And that’s revenue, reputation, and repeat visits you’re losing every single time. In this episode, Michael and Nick sit down with Dr. Patrick O’Malley, a board-certified emergency physician and creator of The Laceration Course, an 8-hour CME training built specifically for urgent care teams. His mission? Help clinics stop referring out simple laceration cases—and start owning them, confidently and compliantly. This conversation dives into the practical, clinical, and business impact of leveling up your team’s suturing skills. From preventing negative Google reviews to creating a repeatable, scalable service line, Patrick shares how urgent cares can stop bleeding patients (and dollars) to the ER. Whether you're a clinic owner, medical director, or a provider looking to build confidence with procedures, this episode is your roadmap to making laceration management a true growth lever for your practice. 🔍 In This Episode, You’ll Learn: 🧵 Why most urgent cares say they handle lacerations—but many aren’t actually prepared🧑⚕️ How training APPs in suturing boosts patient retention, clinic revenue, and team morale📈 Real-life clinic results: from "sending out every laceration" to closing cases in-house🎓 What's inside The Laceration Course (and why it’s more than just how to suture)💬 The legal, billing, and charting tips that protect your practice and boost reimbursement📦 How Patrick ships real suture kits + video training directly to your team🌐 The future of remote procedural workshops, wearable tech, and virtual proctoring💡 And why investing in clinician education leads to better care—and better business 🧠 About Our Guest Dr. Patrick O’Malley is a board-certified emergency physician with 18+ years of clinical experience and a deep commitment to improving procedural confidence in urgent care settings. As the creator of The Laceration Course with EB Medicine, he helps clinicians go beyond basic suturing and truly master the science, technique, and decision-making of laceration repair. Now working full-time in medical education and clinician training, Patrick brings both clinical credibility and entrepreneurial passion to the future of acute care. 🔗 Resources & Mentions 🧠 Explore The Laceration Course → www.ebmedicine.net📧 Contact Patrick → LinkedIn | Instagram 💸 Check out the $1 Trial of EB Medicine’s CME Library → includes urgent care-specific content 💬 Stay Connected: Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingprosLinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? Reach out! We’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 195: Clinic Launch: The 90-Day Marketing Game Plan | 27 Aug 2025 | 00:27:58 | |
This week’s episode features a special clip from our Clinic Launch: The 90 Day Game Plan webinar we hosted back in March and it’s packed with practical, proven steps to open strong. We break down: 📆 Why your marketing must start before day one💰 How to budget $6K–$10K over your first 90 days🏥 What really matters in your website (hint: it’s not spending $20K)📍 How to verify and set up your Google Business Profile the right way🔁 The exact 3-phase timeline every new clinic should follow🗣️ Why community outreach and digital ads should start before your grand opening📈 How to make your day 91 fully predictable—with data, not hope Whether you're about to open or advising someone who is, this is the 90-day roadmap we’ve tested with real urgent care clinics, and it works. 🔗 Resources & Mentions:Access the webinar: https://offer.patientcaremarketingpros.com/diy-toolkit💬 Stay Connected:Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content.Website: https://patientcaremarketingpros.comFacebook: https://www.facebook.com/patientcaremarketingprosLinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWAWant to be a guest, recommend someone for the show, or ask a question? Reach out—we’d love to hear from you! Email us at hello@patientcaremarketingpros.com🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 194: Future-Proofing Your Clinic in a Post–One Big Beautiful Bill Act World | 20 Aug 2025 | 00:32:01 | |
Nick and Michael crack open one of the most controversial healthcare shifts in years, the One Big Beautiful Bill Act (OB-BBA), and what it could mean for urgent care clinics across the country. 📅 This episode was recorded on July 24, 2025. As with anything in healthcare policy, things may have shifted since then, but the strategies we cover are designed to hold strong no matter what unfolds. With massive Medicaid changes, potential coverage losses, and growing financial pressure on rural and community-based care, this episode breaks down both sides of the OB-BBA debate — then gets straight to strategy. Nick and Michael discuss practical moves you can make now to stay ahead, stay profitable, and stay available to the people who need you most. Because while some clinics will wait and hope for the best, the best clinics will adapt, adjust, and keep leading their communities. 🔗 Resources & Mentions: Webinar from McDermott+ "Navigating the healthcare provisions of the One Big Beautiful Bill Act": Reconciliation Roadmap Resource Center: https://www.mcdermottplus.com/resource/reconciliation-roadmap-resource-center/ 💬 Stay Connected: Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? Reach out—we’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 193: Using Geofencing and Google Ads to Grow Your Urgent Care - Interview with Brent A. Kell R.T., CEO of Valley Immediate Care | 13 Aug 2025 | 00:38:19 | |
Most urgent care CEOs stay far from the weeds of marketing. But what happens when a leader decides to master it—and uses that knowledge to drive clinic growth, improve patient access, and lower acquisition costs? In this episode, Michael and Nick sit down with Brent Kell, CEO of Valley Immediate Care, a nine-location urgent care group in Southern Oregon. For over two decades, Brent has not only led operations but rolled up his sleeves to run and refine his own marketing—blending geofencing, Google Ads, and innovative patient communication strategies to deliver measurable ROI. From targeting sports tournaments and tourist hubs with hyper-local ads, to integrating AI voice and SMS systems that answer calls, book appointments, and reduce no-shows, Brent shares exactly how he’s using data to guide every marketing dollar. He also opens up about the KPIs that matter most, how to calculate your true cost per patient acquisition, and why the human touch still matters in a digital-first strategy. Whether you’re an urgent care operator, a healthcare marketer, or a leader looking to better connect operations and patient growth, this conversation delivers proven, actionable tactics you can adapt right now. 🔍 In This Episode, You’ll Learn: 📍 How to use geofencing to target visiting sports teams, hotels, and RV parks for urgent care growth 🧠 About Our Guest Brent A. Kell, R.T. (R), is the Chief Executive Officer of Valley Immediate Care in Medford, Oregon, where he has led the growth from a single clinic to nine facilities since 2002. With over 30 years of healthcare management experience, he also serves as Limited License X-Ray Instructor and Program Director with the Oregon Board of Medical Imaging, among other leadership roles. An active volunteer in search and rescue and ski patrol, Brent brings both operational excellence and a passion for service to everything he does. Outside of work, he’s an avid hiker, skier, runner, and climber. 🔗 Resources & Mentions Connect with Valley Immediate Care: Website: valley-ic.com Facebook: https://www.facebook.com/Valley.IC YouTube: https://www.youtube.com/@valleyimmediatecare7659 Connect with Brent: https://www.linkedin.com/in/brent-kell-87a94919/ 💬 Stay Connected: Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? Reach out! We’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 192: The No-Hire Growth Strategy: Adding Teledentistry to Scale Your Urgent Care - Interview with Leah Sigler and Dr. Maria Kunstadter from The TeleDentists | 06 Aug 2025 | 00:39:37 | |
When patients walk in with a toothache, most urgent cares are forced to send them away. But what if you could treat the patient, deliver better care, and add a profitable new revenue stream without hiring more staff? In this episode, Michael and Nick sit down with Dr. Maria Kunstadter and Leah Sigler, the powerhouse mother-daughter duo behind The TeleDentists, the first nationwide teledentistry platform. What started as a mission to expand dental access is now transforming urgent care operations across the country. From reducing ER visits to giving urgent cares a simple “plug-and-play” dental service line, The TeleDentists are showing clinics how to diversify their services, support their communities, and grow their bottom line—all without overburdening their teams. Whether you're an urgent care operator, an entrepreneur, or just curious about what’s next in healthcare delivery, this conversation is packed with insights you can act on today. 🔍 In This Episode, You’ll Learn: 🦷 What teledentistry actually is—and why urgent care patients are already asking for it💸 How urgent cares are turning dental calls into new revenue with zero new staff📆 The business model that makes this a done-for-you service line, not more work🏥 Why ERs and urgent cares are not equipped to handle dental patients—and how this solves it🚪 How to transform a broom closet into a revenue-generating dental consult space (seriously)🌎 Why The TeleDentists’ nationwide network is ready for Medicaid shifts, access gaps, and more🧒 Plus: The heartwarming story behind The Virtual Tooth Fairy and how it’s helping kids love dental care 🧠 About Our Guests Dr. Maria Kunstadter is a pioneer in dental innovation with 35+ years in private practice, dozens of medical missions under her belt, and a long history of integrating dentistry with broader healthcare initiatives. As the CEO and co-founder of The TeleDentists, she advocates tirelessly for dental-medical integration, bringing strategic insight and deep clinical expertise to the future of virtual care. Leah Sigler, President of The TeleDentists, brings a global health perspective and boots-on-the-ground experience—from Peace Corps service in Guatemala to driving major partnerships with Cigna, Aetna, and Procter & Gamble. She's also the creator of The Virtual Tooth Fairy, a program connecting kids with dental hygienists for fun, preventative education that lasts a lifetime. 🔗 Resources & Mentions
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| Ep. 191: 7 Ways Clinics Fail (And How to Make Sure Yours Doesn't!) | 30 Jul 2025 | 00:38:31 | |
This week, we're pulling clips from our most recent webinar: 7 Ways Clinics Fail (and How to Make Sure Yours Doesn’t!). It’s a straight-shooting look at what keeps great clinics stuck, and exactly what to do instead. If you’re still relying on word-of-mouth for patient growth or haven’t touched your lease since signing it, this one’s a must-listen. This episode is a field guide for clinic owners who want to scale with intention, protect their margins, and build something that lasts. 🔥 In This Episode, You’ll Learn:📉 Why referrals aren’t a real growth strategy — and what to use instead⚖️ How to balance SEO and Ads without wasting money📍 Why your Google Business Profile might be costing you patients💸 The hidden lease and payer contract costs clinics often miss📊 How to track every patient like a lead (and why it changes everything)📈 When to expand services—and when to hit pause🏥 What really goes into building a lasting urgent care brand 🔗 Resources & Mentions: Access the on-demand webinar: https://webinars.patientcaremarketingpros.com/7-ways-uc-fail-468594 💬 Stay Connected: Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingprosLinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? Reach out—we’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 190: Hiring Decisions That Build Culture Not Chaos | 23 Jul 2025 | 00:31:25 | |
Nick and Michael dive headfirst into the urgent care hiring trap that quietly kills growth, reactive hiring, and what to do instead. From frantic last-minute job posts to the slow erosion of culture one bad hire at a time, this episode pulls back the curtain on how most clinics approach hiring the wrong way. But it’s not just a rant, it’s a roadmap. They break down how strategic hiring isn’t about filling seats. It’s about building momentum, protecting your culture, and stacking the right people in the right roles before you need them. If you’ve ever felt “staffed” one week and short the next, this one’s for you. Whether you’re running lean or scaling fast, this episode reshapes how you think about talent, timing, and what it really means to build a team that lasts. Forget fogging mirrors. Let’s talk about building something that actually breathes. 🔥 In This Episode, You’ll Hear:👥 Why reactive hiring creates chaos you never recover from📅 What it means to hire proactively and why most don’t⚙️ The hidden costs of panic hiring when someone quits🌱 How to build a team that grows your clinic not just staffs it🎯 The difference between hiring to fill a role and hiring to hit a goal💡 Why being fully staffed is a myth and a mindset problem 💬 Stay Connected: Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? Reach out—we’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 189: The Front Desk Upgrade Urgent Cares Have Been Waiting For - Interview with Ava Winslow from Flip CX | 16 Jul 2025 | 00:35:49 | |
Ava Winslow knows exactly where most urgent cares are bleeding revenue, and it starts at the front desk. As the founding account executive on Flip’s healthcare vertical, Ava brings a sharp perspective on how conversational voice AI is transforming phone interactions into a competitive advantage for clinics. With a background that spans hospitality, enterprise SaaS, and now healthcare technology, she’s helping providers rethink what patient communication can and should look like. In this episode, Ava joins Michael and Hannah in-studio for a conversation packed with insight, data, and a little bit of sass. Flip launched its healthcare solution just last year, and it’s already answering calls for hundreds of clinics, integrating with platforms like Experity, and driving real results—like reducing missed call rates by nearly 50% in just a week. From missed calls and visit conversions to outbound engagement and integration deep dives, this episode offers a front-row seat to what the future of front desk support really looks like—and how urgent cares can start benefiting from it right now. Whether you’re dealing with staffing gaps, scaling pains, or just tired of “press 1 for more frustration,” this one’s for you. 🔥 In This Episode, You’ll Learn: 📉 Why 40% missed call rates are more common than you think—and how Flip cuts that fast 📞 What “listen mode” is and how it builds a smarter, faster patient experience 🤖 Why voice AI isn’t about tricking patients, it’s about serving them better (with grace) 🔁 How Flip is using outbound calls to rebook canceled visits and recover revenue 💬 What patients really think about talking to AI—and why the results might surprise you 💡 How voice AI can support everything from labs and refills to RCM and visit reminders 🚀 Why partnerships like Flip + Experity are giving clinics an edge in patient communication 🔗 Resources & Mentions: Connect with Ava Winslow on LinkedIn: https://www.linkedin.com/in/ava-winslow-529b94150/ Learn more about Flip: https://flipcx.com/ Need the replay of our latest webinar? Access the on-demand version: https://webinars.patientcaremarketingpros.com/front-desk-evolution 💬 Stay Connected: Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingprosLinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? Reach out—we’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 188: What Cattle Branding Can Teach Urgent Care About Standing Out | 09 Jul 2025 | 00:26:38 | |
This week, Nick and Michael take a fiery deep dive into the origin of branding (yes, the cattle kind) and what it reveals about how urgent care clinics build reputation, loyalty, and trust in a crowded market. From cowboys with hot irons to orange juice campaigns that changed breakfast forever, this episode explores how great brands aren’t just seen—they’re felt. Whether you're running one location or scaling across a region, understanding brand equity might be the missing piece to your growth strategy. This isn't theory. It's a real-world look at how branding drives conversions, loyalty, and even ad performance—especially in the urgent care space, where most clinics still lead with a red sign and hope. So saddle up! Because your brand might be the only thing that makes a patient choose your cow over the one across the street. 🔥 In This Episode, You’ll Hear:🐄 Why branding started with a hot iron and a cow🧠 How emotions—not logos—drive patient decisions🥤 What orange juice and urgent care have in common🚪 Why a mediocre brand makes even great care forgettable📈 How better branding lowers your cost per acquisition🏥 What fast food and urgent care chains get right (and wrong) about consistency 💬 Stay Connected: Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? Reach out—we’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 187: Top Strategies for Starting and Growing an Urgent Care Practice - Interview with Alan Ayers from Urgent Care Consultants | 02 Jul 2025 | 00:48:09 | |
Alan Ayers has helped shape urgent care as we know it, and he’s still helping operators across the country start, grow, and improve their clinics with smarter strategy and fewer missteps. With nearly 20 years in the space, Alan has done it all: CEO, COO, consultant, dealmaker, and senior editor at The Journal of Urgent Care Medicine. He has also served on the board of the national Urgent Care Association and launched or advised on more urgent care centers than most people can count as the president of Urgent Care Consultants. In this episode, he joins Nick and Michael to break down what separates thriving urgent cares from the ones that quietly fade out. From picking the right real estate to navigating contracts, marketing, and operations, this conversation is packed with insight for any physician, owner, or investor looking to get urgent care right the first time. They dig into everything from location selection and naming strategy to digital presence, launch marketing, and how to avoid the common traps that sink new clinics before they ever get going. Whether you’re opening your first center or reevaluating how to grow smarter, this episode is a must-listen. Alan’s perspective is grounded, practical, and hard-earned, and he’s not afraid to call out what’s working and what’s not in today’s market. 🔥 In This Episode, You’ll Learn: 📍 Why location is still the number one success factor and how to find your “A” spot using real data 💸 How low rent can become a high-cost mistake and what landlords don’t tell you 📊 What to look for in a startup budget and how much to spend on a grand opening campaign 🧠 Why your urgent care name and digital setup matter more than you think (especially on Google) 🚀 What makes a clinic launch fail and how the best urgent cares scale with intention 🗺️ How patient expectations like speed, service, and convenience should shape your operations 🏥 Why good front desk service matters just as much as great clinical care 🔗 Resources & Mentions: Urgent Care Consultants: https://www.urgentcareconsultants.com Alan’s Industry Resource Hub: https://www.alanayersurgentcare.com Connect with Alan on LinkedIn: https://www.linkedin.com/in/alanayers/ Summer Surge On-Demand Experity Webinar: https://www.experityhealth.com/webinars/drive-patient-visits-with-marketing-and-outreach/?utm_source=linkedin&utm_medium=li-lead-gen-form&utm_campaign=sumsurgeweb&utm_term=PE&utm_content=link 💬 Stay Connected: Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingprosLinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? Reach out—we’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 186: The B2B Advantage Most Urgent Cares Miss - Interview with Ira Pasternack from WebForDoctors | 25 Jun 2025 | 00:33:28 | |
Ira Pasternack has been in urgent care marketing since before LinkedIn existed, and today, he’s helping clinics rethink growth by leaning into a service line that most still overlook: occupational medicine. As the founder of WebForDoctors and a long-time leader in urgent care strategy, Ira has spent over two decades helping practices grow volume, build smarter websites, and scale services like Occ Med that can stabilize revenue and drive new business, even in the summer slump. In this episode, he joins Nick and Michael to unpack why Occ Med is not just a side hustle. It’s a legitimate B2B growth engine when done right. Together, they get into the practical and often misunderstood realities of launching or scaling Occ Med inside an urgent care setting. That includes what clinics get wrong, why marketing it takes a completely different approach than urgent care, and how to think about employer relationships the right way. 🔥 In This Episode, You’ll Learn: 💼 Why Occ Med is a B2B strategy and how it helps balance seasonality in urgent care 🔗 Resources & Mentions:
Whether you’re just curious or ready to expand your Occ Med strategy, this episode breaks down what’s possible, what it takes, and how to get started. 💬 Stay Connected: Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Want to be a guest, recommend someone for the show, or ask a question? Reach out—we’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 185: Summer Reset: Leadership Lessons from the Road (and the Air) | 18 Jun 2025 | 00:25:27 | |
We're switching gears this week! No guests, no webinars, just Nick and Michael reflecting on what it means to lead well when things slow down. After a packed few months of interviews, webinars, and travel, the guys are stepping back to share personal stories from their own summer reset, including an 8-day, 3,000-mile camping trip to Maine, a deep dive into instrument flight training, and a very real conversation about burnout, balance, and what the “slow season” actually means for urgent care leaders. This episode is a reminder that growth doesn’t always happen in the grind. Sometimes, it's in the margin. And whether you're flying, driving, or just staying home, taking a break might be the best thing you do for your team, and yourself, this summer. 🔥 In This Episode, You’ll Hear:🌲 What 3,000 miles of camping teaches you about leadership🛩️ Why instrument training isn’t just about flying—but mindset📉 How urgent care owners can use the summer slump to reset💡 Tips for identifying gaps in your team when you’re away👨👩👧 Why presence, not productivity, might be your best ROI right now 💬 Stay Connected: Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? Reach out—we’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 184: How the UCA Is Fighting for Higher Urgent Care Reimbursement - Interview with Kristin Rastatter from the Urgent Care Association | 11 Jun 2025 | 00:43:34 | |
🎙️ The Advocacy Podcast is officially launched! Expect policy updates, expert guests, grassroots strategy, and why advocacy doesn’t have to be boring. Listen now: https://www.buzzsprout.com/2460989/episodes/17307710 This week on Walk-Ins Welcome, we’re joined by Kristin Rastatter, Advocacy Manager at the Urgent Care Association (UCA)—and someone who’s turning policy conversations into powerful momentum for urgent care clinics across the country. Kristin’s journey into advocacy began with her work at Meals on Wheels, where she discovered a deep passion for helping underserved communities. At UCA, she’s taken that energy to the national stage—collaborating with the Association’s lobbyist, McDermott+, and leading conversations with CMS and lawmakers to fight for better reimbursement, reduce emergency department overutilization, and advocate for policy change that benefits urgent care centers. And now, she’s bringing that same mission to the mic—Kristin is launching The Advocacy Podcast, a new show dedicated to unpacking policy updates, sharing behind-the-scenes stories from Capitol Hill, and showing how advocacy can be both impactful and fun. Expect expert guests, grassroots insights, and practical ways you can get involved—whether you're an owner, provider, or team member. 🔥 In This Episode, You’ll Learn: 🏛️ Why UCA is pushing for a new CMS place-of-service code and G-code for enhanced urgent care centers 📈 How CMS and commercial payers are being engaged to address stagnant reimbursement rates 🤝 What urgent care owners can do today to contribute to advocacy efforts 📬 How personal stories and real clinic data are moving federal conversations forward 🎙️ What to expect from The Advocacy Podcast 🔗 Resources & Mentions:Connect with Kristin on LinkedIn: https://www.linkedin.com/in/kristin-rastatter-b862b1255/Learn more about UCA’s Advocacy Work: https://urgentcareassociation.org/uc-advocacy/ 💬 Stay Connected: Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? Reach out—we’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 183: Episode Rewind - The EOS Framework That Took a Business from Chaos to Clarity | 04 Jun 2025 | 00:35:13 | |
With summer in full swing and lots of folks (ourselves included) taking some time for vacations and travel, we’re mixing things up this week with a special rewind episode. We’re bringing back one of our all-time favorites from last year—a powerful conversation with Lyn Askin from EOS Worldwide. Lyn shares how a life-threatening health scare pushed him to rethink everything about how he ran his business—and how implementing the Entrepreneurial Operating System (EOS) completely transformed it. We’re talking 3x revenue growth, 7x profit, and building a company that could run without him. If you’re feeling stuck in the day-to-day or wondering what it takes to scale sustainably, this episode is a must-listen. Let’s dive into this encore—enjoy the replay! 💬 Stay Connected: Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? Reach out—we’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 182: The Front Desk Evolution: Turning Your Front Desk into a Profit Center (Full UCA Talk) | 28 May 2025 | 00:42:15 | |
This week, we're sharing something special: Michael’s full talk from the 2025 Urgent Care Association (UCA) Conference in Dallas. Titled The Front Desk Evolution, this session was standing-room-only and sparked conversations that continued long after the conference ended. In this high-impact presentation, Michael makes the case that the front desk is not just a cost center—it’s your clinic’s most underutilized sales team. From phone scripts to objection handling and AI-enhanced booking tools, this session is loaded with actionable strategies you can take back to your clinic immediately. If you're ready to stop leaving thousands of dollars in missed appointments on the table, this is the episode for you. 🔥 In This Episode, You’ll Learn: 📞 Why missed calls = missed revenue—and how to fix it 📊 What happens when you reframe your front desk as a conversion point, not a cost center 💬 How better scripts, faster answers, and proactive follow-ups drive patient bookings 🤖 How AI tools can support your front desk staff and save hundreds of hours 💡 Real-world examples, call scripting tips, and a toolkit to take back to your team 🏥 Why front desk training may be your highest-ROI move in 2025 🔗 Resources & Mentions: 📅 Register for the Front Desk Evolution Webinar – June 26th at 12 PM EST 💬 Stay Connected: Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? Reach out—we’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 181: Urgent Care Association 2025 Convention Recap | 21 May 2025 | 00:33:14 | |
Michael is back after a whirlwind week at the 2025 Urgent Care Association (UCA) Conference in Dallas—and he's recapping the entire event with Nick. From standing-room-only sessions to surprise podcast shoutouts, this episode is a full debrief of everything that went down. Michael shares the behind-the-scenes of his packed talk, Front Desk Evolution, which sparked a lot of head-nodding and follow-up conversations. Turns out, many clinics still treat the front desk as an afterthought—and it’s costing them thousands in lost patient opportunities. This one is part conference recap, part culture commentary (yes, Uber stories included), and all about what healthcare leaders should be paying attention to if they want to grow their clinics in 2025 and beyond. 🔥 In This Episode, You’ll Learn: 🔗 Resources & Mentions 💬 Stay Connected Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? Reach out—we’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 180: Inside the Clinic: ROI-Driven Strategies from a 24-Clinic Brand - Interview with Chryssa Rich from Primary Health Medical Group | 14 May 2025 | 00:36:31 | |
Today’s episode is a deep dive into real-world urgent care marketing—and what it actually takes to grow and scale a multi-location clinic. Nick and Michael are joined by Chryssa Rich, Director of Marketing at Primary Health Medical Group, a physician-owned, 24-location urgent care brand based in Idaho. With 12 years of experience leading marketing at Primary Health—and a career that spans finance, real estate, automotive, and entertainment—Chryssa brings a seasoned operator’s perspective to the mic. You’ll hear what’s worked, what hasn’t, and what most clinics are still getting wrong when it comes to measuring ROI, driving repeat visits, and building long-term brand trust in their communities. From billboards to direct mail to an in-house built real-time patient waiting widget, Chryssa shares how Primary Health mixes old-school and new-school tactics to keep waiting rooms full and patients coming back. This episode is packed with marketing takeaways for urgent care clinic owners, directors, and anyone juggling strategy with daily operations—and it’s a must-listen for any startup clinic trying to scale without wasting money on the wrong moves. 🔥 In This Episode, You’ll Learn: 📈 How Primary Health measures marketing ROI across 24 clinics 📍 Why location signage does matter—but only to a point 📬 Why direct mail still works (and how they track it to patient visits) 📲 How their new Patient Waiting Widget boosts the patient experience🎯 Why repeat visits happen in the first 90 days—or not at all 💡 The difference between urgent care, primary care, and pediatric marketing 🧠 Why most urgent care clinics underutilize their front desk for marketing 🛠️ Resources & Contact Info 👩💼 Connect with Chryssa Rich (Primary Health Medical Group): 🔗 Chryssa’s LinkedIn - https://www.linkedin.com/in/chryssa-rich/ 🏥 Primary Health Medical Group - https://www.primaryhealth.com/ 💬 Stay Connected Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? Reach out—we’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 179: How to Use Google Ads to Beat the Summer Slump | 07 May 2025 | 00:32:43 | |
This week’s episode is a little different. The PCMP team has been on the ground at the UCA Convention, connecting with forward-thinking clinic owners and operators from across the country. So instead of our usual format, we’re bringing you a high-impact clip from our latest live webinar: “How to Use Google Ads to Beat the Summer Slump.” In this session, Michael and Nick are joined by our in-house Google Ads expert, Philip, to unpack real-world strategies that are working right now to drive volume and visibility during the slower months. 🔥 In This Episode, You’ll Learn: 💬 Stay Connected Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? Reach out—we’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 178: Why Relying on One Marketing Channel Will Fail Your Urgent Care (and What to Do Instead) | 30 Apr 2025 | 00:30:25 | |
Nick and Michael are back behind the mics diving into one of the biggest mistakes clinics make: putting all their eggs—and their patient acquisition—into one basket. From paid ads to word-of-mouth to grassroots outreach, they break down why true growth only happens when you build everywhere, not just online. It’s part marketing strategy, part reality check, and 100% focused on helping your urgent care become the go-to clinic in your community. Get ready for practical tips, real-world examples, and a reminder that omnipresence (not just Google Ads) is the real secret to scaling. 🔥 In This Episode, You'll Learn: 🏗️ Why relying on one marketing channel is like building your clinic on rented land 🚀 How omnipresence can 2X or 3X your patient volume over time 📻 Why brand awareness (even old-school methods) still matters today 🎯 How grassroots marketing and digital marketing can work together ⛔ What happens when Google, Facebook, or another platform changes the rules overnight 🔎 Why word-of-mouth isn’t a marketing plan—it’s a bonus 📊 How to build a multi-channel marketing strategy that’s sustainable and scalable 💬 Stay Connected Follow us on Facebook, LinkedIn, and YouTube for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? Reach out—we’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 177: Are You Flying Blind? VFR vs IFR in Urgent Care | 23 Apr 2025 | 00:33:13 | |
Vision isn’t just a buzzword—it’s the difference between a clinic that coasts and one that climbs. Nick and Michael (Milo’s tea in hand) dig into why so many urgent care owners are unknowingly flying VFR—reactive, unstructured, and stuck below the clouds. With aviation as the metaphor, they draw a clear line between clinics that are just getting by and those operating with intention, strategy, and altitude. It’s part story, part strategy, and packed with insights for anyone ready to stop winging it—and start scaling with purpose. 🔥 In This Episode, You’ll Learn: 🧭 The difference between VFR and IFR pilots—and what that has to do with your clinic's growth 📉 Why “flying by sight” keeps so many urgent care owners stuck at one location 🛫 How to build systems that support scale—without you in the center of everything 🔧 What upgrading your "instruments" (EMR, scheduling, team, culture) really looks like 🧠 Why a clinic with no vision is just... drifting 💥 How fear of failure stops most clinic owners from taking the leap 📈 A step-by-step framework for creating a flight plan that actually gets you there 💬 Stay Connected Follow us on LinkedIn, Facebook, and YouTube for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ Facebook: YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? Reach out—we’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 176: How Athena's EHR Helped TrustCare Scale to 12 Urgent Care Locations - Interview with Jim Dhein from athenahealth and Warren Herring from TrustCare Health | 16 Apr 2025 | 00:43:02 | |
Today’s episode is all about choosing the right software to scale your urgent care clinic—without getting burned by the wrong vendor. Nick and Michael are joined by two powerhouse guests: Jim Dhein from athenahealth and Warren Herring, President and CEO of TrustCare Health, a 12-location urgent care powerhouse in Mississippi. This episode is a first for the show—bringing on both the tech vendor and the clinic leader using the tech in real life. You’ll get a full-circle view of what it’s really like to grow a multi-location clinic with Athena as your EHR and patient management platform. Jim Dhein has spent his entire career in healthcare—from clinical diagnostics to sales leadership—and now serves as Director of Urgent Care at athenahealth, where he focuses on helping clinics scale smarter with better tools. Warren Herring founded TrustCare in 2012 and has grown it into one of the region’s largest independent urgent, primary, and pediatric care groups. With degrees from Samford and Tulane, and a track record of expansion into mental health and primary care, Warren brings the real-world operator perspective to this tech conversation. From ambient AI tools like SUKI and automated phone systems like Flip, to the practical pain (and payoff) of switching EHRs, this is a can't-miss for clinic owners serious about scaling. 🔥 In This Episode, You’ll Learn: 🛠️ Resources & Contact Info https://www.athenahealth.com/who-we-serve/urgent-care 👨⚕️ Connect with Warren Herring (TrustCare Health): 🏥 TrustCare Health on LinkedIn 📅 Register for our AI Powered Clinic webinar coming this May— https://webinars.patientcaremarketingpros.com/ai-powered-clinic 💬 Stay Connected Follow us on LinkedIn, Facebook, and Instagram for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? Reach out—we’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 175: Why Good Advertising Isn’t a Cost—It’s a Revenue Engine | 09 Apr 2025 | 00:32:52 | |
Today's episode is all about the real cost of marketing (or not marketing 👀). Nick and Michael are back in the studio (lower chairs and all), tackling one of the most misunderstood mindsets in urgent care: why paid advertising gets treated like an expense, when it should be seen as an investment that actually pays you back. From frustrated clinic owners who expect ads to be free, to teams cutting budgets in a panic, this episode is a no-fluff reality check on how digital marketing really works—and what separates the thriving clinics from the struggling ones. It’s part tough love, part strategy session, and 100% focused on helping you get more patients through your doors. 🔥 In This Episode, You'll Learn: 💸 Why thinking of ads as “just a cost” is killing your clinic’s growth🔁 The math behind patient acquisition—and how good ads can fund themselves📉 The dangers of cutting your marketing budget when things get slow🧠 How to shift your mindset from “spending” to “scaling”📊 Why SEO is a result, not just a service (and how to earn it)👨⚕️ Why your Google Ads should be your hardest-working employee🚫 The myth of word-of-mouth as a scalable strategy🔍 Common reasons marketing fails—and how to fix them 🛠️ Resources 🎧 Want help hitting $20 or less in cost-per-patient? Don’t miss our upcoming Google Ads for Urgent Care webinar → https://webinars.patientcaremarketingpros.com/google-ads-1638 💬 Stay Connected Follow us on LinkedIn, Facebook, and Instagram for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? Reach out—we’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 174: What U.S. Clinics Can Learn from the Growing Urgent Care Industry in Australia - Interview with Simon Rohde from Angel Urgent Care | 02 Apr 2025 | 00:39:20 | |
📗 Check out our DIY Resource Toolkit: https://offer.patientcaremarketingpros.com/diy-toolkit We’re going global on this episode of Walk-Ins Welcome! With Nick out, we’re shaking things up with a special guest: Dr. Simon Rohde, founder of Angel Urgent Care in Brisbane, Australia 🇦🇺 Simon is one of the very few private urgent care clinic owners in the entire country—where urgent care is still a brand-new concept. He’s an Emergency Medicine Specialist with a background in pharmacy and more than a decade in emergency medicine. As the Director of Angel Urgent Care, Simon is passionate about delivering fast, high-quality care and driving innovation in the urgent care space. His focus on improving patient flow, leveraging AI, and building strong healthcare partnerships offers a fresh perspective for U.S. clinic owners. From building patient trust to using AI tools to stay lean and efficient, this conversation is packed with insights that every urgent care operator can apply. 🔥 In This Episode, You'll Learn: 🧠 How Simon is educating patients in a market unfamiliar with urgent care 📱 Why AI scribing is helping him cut documentation time dramatically ⭐️ Smart tactics for collecting 5-star Google reviews (and how giveaways could help) 🚪 Door-to-door time expectations in both countries—and why timing matters 📈 The growing role urgent care is playing as a primary care alternative 💡 What U.S. clinics can steal from Australia’s urgent care startup journey 🏥 Simon’s long-term vision to scale through collaboration, not chaos 🔗 Resources 👋 Connect with Simon: https://www.linkedin.com/in/dr-simon-rohde-9a8a3698/ 🌐 Angel Urgent Care: https://www.urgentcarebne.com.au/ 🤖 AI tools mentioned: DeepScribe, Suki, Nabla 💬 Stay Connected Follow us on LinkedIn, Facebook, and Instagram for updates, tips, and behind-the-scenes content. Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA
Want to be a guest or recommend someone for the show? Reach out—we’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ | |||
| Ep. 173: The Real Cost of Patient Acquisition for Urgent Cares (And How to Get Patients for Under $20) | 26 Mar 2025 | 00:29:27 | |
📗 Check out our DIY Resource Toolkit: https://offer.patientcaremarketingpros.com/diy-toolkit Nick and Michael kick off this episode of Walk-Ins Welcome with a bold claim: you've been lied to about your patient acquisition costs. They break down the real numbers they're seeing across urgent care clinics nationwide (spoiler: it's under $20), and unpack the three biggest culprits behind inflated costs—PMAX campaigns, vanity metrics, and targeting too wide of a radius. From Google Ads pitfalls to the difference between conversions and actual acquisitions, they cover the data, the strategy, and why many clinics are unknowingly feeding Google bad information. Plus, hear why brand recognition matters less than proximity, and how fast food chains like Chick-fil-A and McDonald's offer surprisingly useful comparisons for urgent care success. 💬 Have a question or a story we should feature as an episode? Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith:https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ 🔗 Stay connected with Patient Care Marketing Pros! Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA | |||
| Ep. 172: What a Cat, a Tulip, and a Vet Visit Can Teach Urgent Cares About Patient Experience | 19 Mar 2025 | 00:25:45 | |
📗 Check out our DIY Resource Toolkit: https://offer.patientcaremarketingpros.com/diy-toolkit Nick and Michael dive into an unexpected source of inspiration for urgent care clinics—Michael's cat, Poe, who had a near-miss after eating a toxic tulip. What does an urgent vet visit have to do with patient experience in urgent care? A lot more than you’d think. From seamless check-ins to thoughtful follow-ups, this vet clinic nailed every touchpoint of a great patient journey. We break down the small but powerful details that made the experience exceptional and discuss how urgent cares can apply these lessons to create a more efficient, comforting, and memorable visit for their patients. Plus, we touch on the future of urgent care with emerging trends like urgent care pods and digital-first check-ins. Tune in for insights, laughs, and yes—some wild cat stories along the way! 💬 Have a question or a story we should feature as an episode? Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith:https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ 🔗 Stay connected with Patient Care Marketing Pros! Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA | |||
| Ep. 171: The Secret to Patient Retention | 12 Mar 2025 | 00:32:41 | |
📗 Check out our DIY Resource Toolkit: https://offer.patientcaremarketingpros.com/diy-toolkit Nick and Michael dive into the power of patient follow-ups and how small gestures can drive big results for urgent care clinics. They discuss how a simple thank-you card, a follow-up text, or an automated voicemail can improve patient retention, boost repeat visits, and even increase revenue. Drawing insights from Unreasonable Hospitality, they explore how making patients feel seen and valued can create lasting loyalty. Plus, they break down practical ways clinics can automate follow-ups, train staff, and implement strategies that turn one-time visitors into lifelong patients. Don’t miss this actionable conversation on why the fortune is in the follow-up! 💬 Have a question or a story we should feature as an episode? Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ 🔗 Stay connected with Patient Care Marketing Pros! Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA | |||
| Ep. 170: Fixing the Revenue Cycle: AI’s Role in Urgent Care Billing & Automation - Interview with Ayo Omojola from Substrate AI | 05 Mar 2025 | 00:38:43 | |
📗 Check out our DIY Resource Toolkit: https://offer.patientcaremarketingpros.com/diy-toolkit Nick sits down with Ayo Omojola, founder and CEO of Substrate AI, to discuss how AI is transforming revenue cycle management for urgent care clinics. Ayo shares insights from his experience at Carbon Health, where he helped scale operations using AI-driven automation, and explains how Substrate AI is eliminating tedious, repetitive billing tasks to help clinics get paid faster and more efficiently. They dive into the challenges of healthcare billing, the slow adoption of AI in the industry, and the future of automation in clinic operations. If you’re looking for ways to streamline your revenue cycle and cut unnecessary costs, this episode is a must-listen! Book a demo with Ayo at Substrate.cc and see how AI can optimize your urgent care’s financial performance. About Ayo: Ayo Omojola is founder & CEO at Substrate AI. Substrate helps providers and practices get paid what they've earned, utilizing AI to automate key, tedious processes in revenue cycle. Previously, Mr. Omojola was the Chief Product Officer of Carbon Health, a technology enabled primary care and urgent care provider, where he helped grow the company 20x in 3 years. Before that, Mr Omojola was the founding product lead on the banking team for Cash App at Square. He co- created the Cash Card and scaled it as one of the fastest growing card programs in history, and a nine-figure revenue line for Cash App (and one of Square’s fastest growing products). Before Cash App, he founded Hipmob (YCombinator W12). Hipmob’s in-app messaging solution was used by leading companies like Rackspace and Samsung SmartThings. As founder/CEO, he built and scaled Hipmob across product, design, sales & marketing. Hipmob was acquired by Conversocial.com in 2017. Connect with Ayo: https://ayokunle.substack.com/ https://www.linkedin.com/in/omojola/
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| Ep. 169: Boosting Urgent Care Productivity with AI Co-Pilots - Interview with Geoffrey Gu from Fluency | 26 Feb 2025 | 00:29:04 | |
📗 Check out our DIY Resource Toolkit: https://offer.patientcaremarketingpros.com/diy-toolkit Nick and Michael sit down with Geoffrey Gu, co-founder and CEO of Fluency, to discuss how AI is revolutionizing efficiency in urgent care clinics. Geoffrey shares the story behind Fluency, an AI-powered clinical co-pilot designed to streamline patient intake, clinical documentation, and coding processes. Learn how Fluency’s EHR-agnostic platform helps urgent care providers reduce door-to-door time, handle high patient volumes without additional staffing, and improve overall patient care. Plus, Geoffrey offers an exclusive risk-free 50-day trial of Fluency for Walk-Ins Welcome listeners by mentioning the podcast. Tune in to hear how AI can give urgent care clinics the tools they need to scale and deliver better care. About Geoffrey: Geoffrey is the co-founder and CEO of Fluency, a clinical AI copilot for urgent cares. Fluency uses AI to gather patient history -- including HPI, ROS, and PFSH -- in the waiting room and translates patient responses into clinical notes with predictive diagnoses, treatment plans, and relevant billing codes to allow for a streamlined patient encounter. Geoffrey studied human biology as a premedical student from the University of Southern California. He was on the path for medical school before noticing the monotonous challenges that healthcare providers face daily, which inspired him to start Fluency. He aims to relieve workflow burdens at every step of the patient care journey, from automating intake to post-visit clinical notes. At Fluency, Geoffrey is determined to bring the capabilities of AI to every urgent care, allowing clinics to see more patients. Connect with Fluency: https://www.instagram.com/fluencyhq https://www.linkedin.com/company/fluencyhealth/ Connect with Geoffrey: https://www.linkedin.com/in/geoffrey-gu-828843183/ 💬 Have a question or a story we should feature as an episode? Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ 🔗 Stay connected with Patient Care Marketing Pros! Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA | |||
| Ep. 168: Are You a Thermostat or a Thermometer? Leading Your Clinic with Intent | 19 Feb 2025 | 00:29:32 | |
📗 Check out our DIY Resource Toolkit: https://offer.patientcaremarketingpros.com/diy-toolkit We’re diving into the difference between being a thermostat vs. a thermometer in your urgent care clinic. Are you reacting to daily challenges, like staff turnover, patient volume fluctuations, and negative reviews, or are you proactively setting the tone for success? Michael and Nick discuss how clinic owners can shift from reaction mode to leadership mode by setting core values, creating actionable goals, and planning for inevitable industry changes. Plus, they share real-life examples of how staying in control of your business mindset can prevent burnout and improve patient care. Tune in for a candid conversation on leadership, mindset, and preparing your clinic for long-term success! 💬 Have a question or a story we should feature as an episode? Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ 🔗 Stay connected with Patient Care Marketing Pros! Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA | |||
| Ep. 167: How to Grow a Thriving Urgent Care Brand in Both Rural and Urban Areas - Interview with Al Yousefi from MainStreet Family Care/KidsStreet Urgent Care | 12 Feb 2025 | 00:39:52 | |
🚨 Join us for our upcoming webinar, “Own Your Marketing: DIY Tips for Attracting More Patients” on Thursday, February 27th at 11:00 am CST/12:00 pm EST. Register now: https://webinars.patientcaremarketingpros.com/diy-tips-webinar 🚨 How do you successfully scale an urgent care brand across both rural and urban markets? Al Yousefi, Head of Marketing at MainStreet Family Care and KidsStreet Urgent Care, joins us to break it all down. With MainStreet growing to 62 locations and counting, Al shares when urgent care clinics should transition from agency support to an in-house marketing team, the challenges of managing multiple brands, and the key strategies for long-term success. We also dive into shifting patient trends, seasonality, and the marketing tactics that truly move the needle. Whether you’re launching a new clinic or expanding your footprint, this episode is packed with insights you don’t want to miss!About Al:Al heads up the marketing department for MainStreet Family Care and it's sister brand KidsStreet Urgent Care. Across the two, there are 62 clinics (and growing) on the East Coast serving rural areas and families in small-to-medium metros, respectively. Al brings with him years of experience in branding, digital marketing, and strategy. Al's lean & talented marketing team is made up of diverse skillsets, personalities, and backgrounds executing across multiple digital, traditional, and field marketing channels.Connect with MainStreet Family Care:https://www.instagram.com/mainstreetfamilycare/ & https://www.facebook.com/MainStreetFamilyCare/Connect with KidsStreet Urgent Care:https://www.instagram.com/kidsstreeturgentcare/ & https://www.facebook.com/KidsStreetUrgentCare/💬 Have a question or a story we should feature as an episode? Email us at hello@patientcaremarketingpros.com🎵 Intro/Outro Music by Devin Smithhttps://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ🔗 Stay connected with Patient Care Marketing Pros!Website: https://patientcaremarketingpros.comFacebook: https://www.facebook.com/patientcaremarketingprosInstagram: https://www.instagram.com/patientcaremarketingprosLinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA | |||
| Ep. 166: Build a Profitable Urgent Care in Year 1 - Interview with Dr. Andy Miller from Evergreen Urgent Care | 05 Feb 2025 | 00:37:01 | |
📗 Check out our DIY Resource Toolkit: https://offer.patientcaremarketingpros.com/diy-toolkit We sit down with Dr. Andy Miller, founder of Evergreen Urgent Care, to discuss his unconventional journey from ER doctor to successful urgent care owner. Dr. Andy shares how he challenged the traditional urgent care startup model—bypassing the hefty $1.5M investment and finding innovative ways to remain profitable in year one. He dives into the importance of controlling costs, prioritizing staff retention, leveraging AI for patient care, and building a patient-centered, price-transparent practice. Plus, he shares key insights for anyone looking to start their own urgent care clinic, including why location isn’t everything and how to navigate insurance credentialing. If you're a clinic owner or entrepreneur looking to grow without breaking the bank, this episode is packed with actionable takeaways. About Dr. Andy Miller: Dr. Andy Miller is an experienced ER doctor and passionate patient advocate. During his career, he has moved from the ER bedside physician role, into leadership roles at other organizations, and has now started my own clinic. He believes that healthcare that is provider-owned, patient-centered, and price-transparent can be financially viable and represents a solution that can help fix America's broken healthcare system. When he's not thinking about medicine, he is mountain biking, skiing, or raising his two teenage daughters. Connect with Evergreen Urgent Care: www.evergreenurgent.com Connect with Dr. Andy Miller: amiller@evergreenurgent.com 💬 Have a question or a story we should feature as an episode? Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ 🔗 Stay connected with Patient Care Marketing Pros! Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros Instagram: https://www.instagram.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA | |||
| Ep. 165: Best EMR Solutions for Urgent Care - Interview with Patrice Pash from UrgentIQ | 29 Jan 2025 | 00:36:03 | |
📗 Check out our DIY Resource Toolkit: https://offer.patientcaremarketingpros.com/diy-toolkit In this episode of Walk-Ins Welcome, we sit down with Patrice Pash, seasoned urgent care expert and representative of UrgentIQ, to explore how the urgent care industry continues to adapt and thrive. Patrice shares her 20+ years of experience, reflecting on the evolution of urgent care—from the days of “doc in a box” stereotypes to innovative solutions like AI technology and intuitive EMR systems. She discusses the unique challenges urgent care clinics face, such as staffing shortages, rising operational costs, and maintaining efficiency without compromising care. Patrice also provides valuable insights on transitioning to more user-friendly technology, improving patient outcomes, and running lean, profitable operations. Whether you're a clinic owner, operator, or healthcare leader, this episode is packed with actionable strategies to stay ahead in an ever-changing industry while continuing to deliver exceptional care. About Patrice: Patrice Pash has dedicated her entire career to healthcare, starting as a paramedic and firefighter before transitioning to nursing. With over 20 years of experience in the urgent care industry, she has worked across multiple facets, including clinical care, operations, and management. Patrice has specialized expertise in practice startups, expansions, and operational efficiency, making her a trusted advisor and leader in the field. Known for her deep understanding of the urgent care landscape and her ability to adapt to industry challenges, Patrice is passionate about helping clinics innovate, improve patient care, and achieve sustainable growth. Currently, she is a key member of the team at UrgentIQ, where she continues to drive positive change in the urgent care space. Connect with UrgentIQ: https://www.urgentiq.com/ https://www.linkedin.com/company/urgentiq/ Connect with Patrice: https://www.linkedin.com/in/patrice-pash-bsn-rn-b388b37/ 💬 Have a question or a story we should feature as an episode? Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ 🔗 Stay connected with Patient Care Marketing Pros! Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros Instagram: https://www.instagram.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA | |||
| Ep. 164: Scaling Urgent Care Success with Metrics & Team Dynamics - Interview with April Gillam from Solv. Health | 22 Jan 2025 | 00:46:44 | |
🚨 Register for our upcoming, "Your 2025 Healthcare Marketing Plan" webinar: https://webinars.patientcaremarketingpros.com/2025-plan In this episode of Walk-Ins Welcome, we kick off 2025 with special guest April Gillam, Head of Industry Strategy and Consulting at Solv. Health, making her second appearance on the podcast. Known as the "industry's best friend," April shares invaluable insights for urgent care leaders navigating the busy respiratory season, focusing on the key metrics of patient volume, door-to-door times, and satisfaction. She discusses how these metrics can reveal operational pain points, improve patient and employee experiences, and drive growth. April emphasizes the importance of empowering teams with clear communication and support, turning data into motivation rather than a burden. The episode also highlights the impact of online reviews, booking systems, and streamlined processes on clinic performance, offering practical tips for enhancing patient care and optimizing operations. Packed with actionable advice and inspiring leadership strategies, this episode is a must-listen for anyone looking to scale their urgent care business while delivering exceptional care. About April: April Gillam is a seasoned healthcare operations executive who is passionate about improving health equity and outcomes through digital transformation. Previously the COO of a successful chain of pediatric urgent cares and telemedicine platform, she has been instrumental in scaling processes, people, and business development execution. After developing collegiate COVID-19 testing programs for the Big XII conference, American Athletic conference, the College Football Playoff Committee in 2020, April made the transition from Urgent Care leadership into digital transformation leadership at Solv Health. April currently serves as the Head of Industry Relations at Solv Health, is an active on demand healthcare investor, and holds a seat on the Urgent Care Association Diversity, Equity, and Inclusion commission. Connect with Solv Health: https://www.solvhealth.com/ Connect with April: https://www.linkedin.com/in/april-gillam/ 💬 Have a question or a story we should feature as an episode? Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ 🔗 Stay connected with Patient Care Marketing Pros! Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros Instagram: https://www.instagram.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA | |||
| Ep. 163: Revolutionizing Medical Coding with Promax AI - Interview with Thomas Camp and Mark McKinzey from Exdion Health | 15 Jan 2025 | 00:34:06 | |
🚨 Register for our upcoming, "Your 2025 Healthcare Marketing Plan" webinar: https://webinars.patientcaremarketingpros.com/2025-plan In this episode of Walk-Ins Welcome, we dive into the transformative world of AI in healthcare with Thomas Camp and Mark McKinzey from Exdion Health. As leaders in healthcare revenue cycle management, they share insights about their groundbreaking product, ProMax AI, which is revolutionizing medical coding and documentation. The conversation explores how AI is helping providers focus more on patient care by reducing administrative burdens and improving coding accuracy. Camp and McKinzey explain how ProMax AI analyzes medical documentation, suggests appropriate coding levels, and helps maintain compliance while optimizing revenue. They share success stories, including a case study where an urgent care group significantly improved their payment velocity and documentation quality. The discussion addresses common misconceptions about AI in healthcare, emphasizing that providers don't directly interact with the AI but rather benefit from its backend analysis. The guests offer a compelling perspective on why AI isn't just a trend but a fundamental shift in healthcare efficiency. They conclude with an invitation to urgent care operators to receive a free analysis of their data through Exdion Health, demonstrating how ProMax AI could improve their operations. Listeners can learn more at exdionhealth.com or reach out directly mentioning "Walk-ins Welcome" in their inquiry. About Thomas: Thomas Camp has an extensive career in healthcare, pharmaceuticals, and sales management. With experience at various companies such as Exdion Health, Community Infusion Solutions, Cervey, Alliant Purchasing, Pharmaceutical Strategies Group, SunTech Medical, Philips Healthcare, Eisai US, Millennium Pharmaceuticals, and Novartis. Thomas Camp has held positions ranging from Senior Vice President to President, showcasing their expertise and leadership in the industry. Camp holds a Bachelor of Science in Molecular Biology from The University of Texas at Austin and an MBA in Marketing from the University of Houston-Clear Lake. About Mark: Mark McKinzey is currently the Vice President of Sales at Exdion Health. Prior to this role, Mark served as the Executive Vice President at Premium Choice Physicians & DCM Management, Director of Business Development at Solis Mammography, and Area Sales Manager at Securus Technologies. With a background in sales, marketing, and customer service, Mark has experience in growing revenue and expanding business opportunities in various industries. Mark holds a Bachelor of Arts in Public Relations from Texas Tech University. https://www.linkedin.com/company/exdionhealth/ 💬 Have a question or a story we should feature as an episode? Email us at hello@patientcaremarketingpros.com 🎵 Intro/Outro Music by Devin Smith https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ 🔗 Stay connected with Patient Care Marketing Pros! Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros Instagram: https://www.instagram.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA | |||