Walk-Ins Welcome: A Healthcare Marketing Podcast

Most urgent care clinics think they have a marketing problem when patient volume slows down.But in many cases, the real issue starts at the front desk.This week’s episode features a clip from our recent webinar focused on one of the biggest hidden revenue leaks in urgent care: missed calls, weak phone handling, and front desk systems that fail to convert patient demand into actual visits.Nick and Michael break down why the front desk should be treated as a patient acquisition engine, not just an administrative role. They unpack the real financial impact of missed calls, why scripts and accountability matter, and how small changes in communication can dramatically improve conversion rates without increasing ad spend.The conversation also covers call tracking, front desk hiring, roleplay training, patient experience, and the systems high-performing clinics use to turn more inquiries into appointments and repeat visits.If your clinic is generating demand but struggling to convert that demand into patient volume, this episode is worth your attention.🔥 In This Episode, You’ll Learn:📞 Why missed calls quietly cost clinics thousands in lost revenue📉 How weak phone handling impacts patient volume and repeat visits💬 Why the front desk should function like a patient conversion team🧠 The mindset shift from “receptionist” to growth-focused front desk📊 How to track call conversions, missed calls, and front desk performance🎯 Why scripts improve consistency, confidence, and patient experience🛠️ How roleplay training helps front desk staff improve faster🚀 Why systems and accountability matter more than personality alone📈 How small front desk improvements can increase patient volume without increasing marketing spend🛠️ Resources:Access the Missed Call Calculator mentioned in the webinar:https://patientcaremarketingpros.com/Looking to grow patient volume, strengthen retention, and build a scalable marketing system? Explore PCMP’s 90-day patient acquisition framework:https://patientcaremarketingpros.com/💬 Stay Connected:Follow us on Facebook, LinkedIn, and YouTube for updates, insights, 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 Collaborate With Walk-Ins Welcome?Are you looking to dive into collaboration opportunities with Walk-Ins Welcome? Whether you're interested in being a guest, exploring sponsorship possibilities, inviting us onto your platform, or have a unique idea in mind, we're all ears! https://patientcaremarketingpros.com/podcast-inquiry/🎵 Intro and Outro Music by Devin Smith:https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

Most urgent care clinics are focused on the big moves. More ads, more locations, more services.But in reality, growth often comes from something much simpler.In this episode of Walk-Ins Welcome, Nick and Michael break down a concept that gets overlooked in almost every clinic. Excellence in the ordinary. From how patients are greeted, to how long they wait, to the small interactions that happen every day, these moments shape the entire patient experience.They share real-world examples from healthcare, restaurants, and even companies like Apple to show how small, consistent improvements can create a lasting reputation. The conversation also dives into how systems, team buy-in, and repeatable processes turn these small changes into real growth.If your clinic is doing the basics but not standing out, this episode will help you rethink where growth actually comes from.🔥 In This Episode, You’ll Learn:📞 Why everyday front desk interactions have a bigger impact than most marketing efforts🏥 How small improvements in patient experience can drive repeat visits and retention⭐ What “excellence in the ordinary” actually looks like inside a clinic📈 How consistency leads to predictability, stability, and profitability🤝 Why team buy-in is critical when improving processes and patient experience⚙️ How to build simple, repeatable systems that elevate your clinic over time💡 Why the smallest details, like communication and personalization, matter most🚀 How focusing on 1% improvements can compound into long-term growth🛠️ Resources:Looking to grow patient volume, improve retention, and build a scalable system?Explore PCMP’s 90-day patient acquisition framework: https://patientcaremarketingpros.com/💬 Stay Connected:Follow us on Facebook, LinkedIn, and YouTube for updates, insights, 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?We would love to hear from you. Email us at [email protected]🎵 Intro and Outro Music by Devin Smith:https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

Most urgent care owners spend time training their teams on what to do.But very few take the time to explain why it matters.In this episode of Walk-Ins Welcome, Nick and Michael break down the concept of vision casting and why it is one of the most overlooked drivers of team alignment, culture, and growth in urgent care clinics. The conversation was sparked by a real client situation where staff resistance wasn’t a training issue. It was a lack of clarity around direction.They unpack how failing to communicate the vision leads to confusion, disengagement, and resistance to change. More importantly, they walk through how to fix it. From telling the story of how your clinic started to clearly defining where it’s going, this episode gives a practical framework for building buy-in at every level of your team.If your clinic is implementing changes but your staff isn’t fully on board, this is the conversation you need.🔥 In This Episode, You’ll Learn:🧠 Why training alone doesn’t create buy-in and what’s missing📉 How lack of vision leads to resistance, confusion, and turnover📖 Why storytelling is a critical part of leadership and culture building🎯 How to clearly communicate where your clinic is going and why it matters💬 Why your team needs a vision, and what happens when they don’t have one🤝 How to align your team’s personal goals with your clinic’s growth⚙️ Simple questions to help you define your mission, vision, and values🚀 Why your vision must be big enough to include your team’s goals🔁 The importance of setting goals and resetting them as your clinic grows🛠️ Resources:Learn more about the Entrepreneurial Operating System (EOS) and how it can help structure your clinic’s operations and leadership approach:Podcast Episode with Lynn Askin (EOS): [Search “Lynn Askin” on Walk-Ins Welcome]Looking to grow patient volume, strengthen retention, and build a scalable marketing system? Explore PCMP’s 90-day patient acquisition framework:https://patientcaremarketingpros.com/💬 Stay Connected:Follow us on Facebook, LinkedIn, and YouTube for updates, insights, 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? We’d love to hear from you!Email us at [email protected]🎵 Intro and Outro Music by Devin Smith:https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

This episode of Walk-Ins Welcome features a live segment from Michael’s talk at the Urgent Care Association (UCA) conference, focused on one of the most overlooked drivers of clinic performance: culture.Too often, retention problems get blamed on pay or the job market. But as Michael breaks down, most turnover issues trace back to something deeper. Poor management, lack of appreciation, and weak communication systems all point back to culture.He challenges urgent care leaders to rethink how they engage with their teams, not just through annual reviews, but through consistent, intentional conversations. From one-on-ones to weekly reporting systems, this session gives practical ways to understand your staff, reduce turnover, and create an environment where people actually want to stay.If your clinic is dealing with staffing issues, burnout, or constant hiring cycles, this episode gives you a clear place to start.🔥 In This Episode, You’ll Learn:📉 Why employees leave for more than just pay, and what’s really driving turnover🏥 How culture impacts patient experience more than most clinics realize🧠 Why “culture is what happens when you leave the room” matters for leadership💬 The difference between annual reviews and meaningful one-on-one conversations📊 How weekly staff reporting can help predict burnout, disengagement, and turnover⚠️ Why leadership reactions can shut down honest feedback from your team🗣️ How gossip and poor communication quietly damage team performance🤝 Why investing in your people leads to better patient care and stronger operations⚙️ Simple systems you can implement this week to improve culture immediately🧠 About This Episode:In this featured UCA session, Michael Ray shares a practical framework for improving staff retention in urgent care by focusing on culture. From communication systems to leadership habits, he outlines simple changes that can have a major impact on team performance, engagement, and long-term stability.🛠️ Resources:Learn more about Patient Care Marketing Pros and how we help urgent care clinics grow patient volume and build stronger systems: https://patientcaremarketingpros.com/💬 Stay Connected:Follow us on Facebook, LinkedIn, and YouTube for updates, insights, 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? We’d love to hear from you!Email us at [email protected]🎵 Intro and Outro Music by Devin Smith:https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

In this episode of Walk-Ins Welcome, Nick and Michael are sitting down with Ava Winslow and Axel Lonaeus from Flip to talk about how voice AI is changing the way urgent care clinics handle phone calls.They unpack the real cost of missed calls, how AI can support front desk teams without replacing the human touch, and why better call handling can improve patient access, billing support, and operational efficiency. Ava shares what she’s seeing across urgent care groups using Flip, while Axel gives a behind-the-scenes look at how the product is designed to sound natural, respond with empathy, and fit into real healthcare workflows.The conversation also explores outbound calling, transcripts, load balancing across clinic networks, and what’s next for AI in healthcare communication. If your phones are overwhelmed and your team is stretched thin, this episode offers a practical look at where voice AI can make an immediate difference.🔥 In This Episode, You’ll Learn:📞 How missed calls hurt patient access and cost clinics revenue🤖 What Flip’s voice AI handles, from scheduling to billing questions💬 Why empathy and tone matter in healthcare AI conversations📈 How better phone coverage can improve patient flow🔁 How outbound calling supports billing, follow-up, and communication🧠 How transcripts and call data reveal operational trends🏥 How voice AI routes patients to the right clinic or telehealth option⚙️ Why urgent care needs healthcare-specific communication tools🚀 What Ava and Axel see next for AI in healthcare communication🧠 About Our Guests:Ava Winslow is the Founding Account Executive leading the healthcare vertical at Flip CX, a company transforming patient communication with voice AI. With a background across hospitality, SaaS, and data centers, Ava brings a cross-industry perspective to healthcare technology. Originally from Kansas City and now based on the West Coast, she works with healthcare organizations nationwide to modernize call handling and patient communication workflows. Through Flip’s technology, Ava helps clinics move beyond traditional phone trees and improve patient access, scheduling, and billing communication.Axel Lonaeus is a Product Leader at Flip who helps build AI-powered voice agents designed to improve healthcare communication and patient access. With more than 10 years of product development experience, Axel helped scale Flip’s healthcare division from $200K to more than $2M in ARR and supported the company’s $20M Series A funding round at a $100M valuation. Originally from Sweden and now based in Brooklyn, Axel focuses on building tools that support real healthcare workflows. Outside of work, he mentors builders and judges hackathons across New York.🛠️ Resources:Connect with Ava on LinkedIn: ⁠https://www.linkedin.com/in/ava-winslow-529b94150/⁠Connect with Axel on LinkedIn: ⁠https://www.linkedin.com/in/axellonaeus/⁠Reduce dropped calls with Flip: ⁠https://flipcx.com/⁠Explore PCMP’s 90-day patient acquisition framework: ⁠https://patientcaremarketingpros.com/⁠📚 Books Mentioned:Unreasonable Hospitality by Will Guidara https://www.amazon.com/Unreasonable-Hospitality-Remarkable-People-Purpose/dp/0593418573The Art of War by Sun Tzu https://www.amazon.com/Art-War-Sun-Tzu/dp/1599869772💬 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? We’d love to hear from you! Email us at ⁠[email protected]⁠🎵 Intro/Outro Music by Devin Smith:⁠https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ⁠"

This week’s episode of Walk-Ins Welcome is a behind-the-scenes recap of PCMP’s first-ever urgent care Clinic Growth Mastermind, where clinic owners from across the country came together to share challenges, compare strategies, and work through real operational and growth problems.What quickly became clear is this. No matter the size, market, or experience level, most urgent care operators are dealing with the same core issues. Missed calls, front desk inefficiencies, hiring challenges, and unclear growth priorities continue to hold clinics back.Nick and Michael break down what actually happened inside the room. From honest conversations and peer-to-peer feedback to the “hot seat” sessions where owners worked through one critical problem in real time, this episode gives a practical look at how collaboration can drive better decisions and faster progress.If you feel like you are solving problems alone inside your clinic, this episode will show you why that might be the biggest bottleneck.🔥 In This Episode, You’ll Learn:📞 Why missed calls are still one of the biggest growth leaks in urgent care👥 Why most clinic challenges are shared across the industry, regardless of size🧠 How the “one thing” focus helps operators move from overwhelm to action💬 Why peer feedback can unlock solutions faster than working in isolation⚙️ How operational issues, not marketing, often limit patient growth📉 Why some clinics ignore obvious revenue opportunities and how to fix it🤝 How collaboration between clinics can create opportunities instead of competition📊 Why setting clear, slightly uncomfortable goals leads to better outcomes🚀 How to build a 90-day implementation plan that actually gets executed🧠 About This Episode:This episode is a recap of PCMP’s first in-person Clinic Growth Mastermind, hosted in Birmingham, Alabama. The event brought together urgent care owners and operators for a day of problem-solving, peer discussion, and implementation planning.Instead of lectures or presentations, the mastermind focused on real conversations. Attendees identified their biggest challenges, received direct feedback from peers, and left with a clear plan to take action on one key issue inside their clinic.🛠️ Resources:Interested in future Clinic Growth Masterminds and virtual sessions? Stay connected with PCMP for upcoming opportunities.Looking to grow patient volume, improve operations, and build a scalable system for your clinic?Explore PCMP’s 90-day patient acquisition framework:https://patientcaremarketingpros.com/💬 Stay Connected:Follow us on Facebook, LinkedIn, and YouTube for updates, insights, 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? We’d love to hear from you!Email us at [email protected]🎵 Intro and Outro Music by Devin Smith:https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

In this episode of Walk-Ins Welcome, Nick and Michael sit down with Jonathan Moss from Experity to talk about one of the biggest missed opportunities in urgent care, repeat visits.This conversation breaks down how AI is changing patient engagement, from the moment someone searches for care to the follow-up after they leave your clinic. Jonathan introduces CareAgent, Experity’s AI-powered patient engagement platform, and explains how it helps clinics reduce manual workload, improve communication, and create a more connected patient experience.They also dig into what urgent care operators often miss, the gap between acquiring a patient and actually keeping them. If your clinic is focused on growth, this episode shows how better engagement can turn one-time visits into long-term patient relationships.🔍 In This Episode, You’ll Learn:📞 Why urgent care clinics lose patients after just one visit🔁 How repeat visits impact long-term clinic growth🤖 What CareAgent does and how it automates patient communication⏱️ How AI reduces front desk workload and manual processes📲 Why text messaging is becoming the primary communication channel🧠 How AI uses patient data and context to personalize engagement📈 How proactive outreach can bring patients back into your clinic🏥 What “on-demand care” means for the future of urgent care⚙️ Why workflow automation matters more than adding more staff🚀 Where AI is headed and what clinics should prepare for next🧠 About Our Guest:Jonathan Moss serves as EVP & GM for Patient Engagement and CareAgent at Experity, where he leads the development of the industry’s first AI-native clinical intelligence platform. His work focuses on transforming how urgent care clinics connect with patients through a multi-agent system that automates communication, personalizes engagement, and unifies clinical and commercial workflows.Through Experity’s platform, Jonathan helps power patient engagement strategies across more than 3,000 clinics, enabling healthcare organizations to improve access, streamline operations, and build stronger patient relationships at scale.🛠️ Resources:Experity: https://www.experityhealth.com/Learn more about CareAgent: https://www.experityhealth.com/careagent/Connect with Jonathan Moss on LinkedIn: https://www.linkedin.com/in/mossjonathan/Looking to grow patient volume, strengthen retention, and build a scalable marketing system? Explore PCMP’s 90-day patient acquisition framework: https://patientcaremarketingpros.com💬 Stay Connected:Follow us on Facebook, LinkedIn, and YouTube for updates, insights, 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? We would love to hear from you.Email us at [email protected]🎵 Intro and Outro Music by Devin Smith:https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

This week’s episode features a clip from one of our recent webinars focused on how AI search is changing the way patients find urgent care clinics.Search is no longer just “urgent care near me.” Patients are asking longer, more detailed questions through voice search and AI tools like ChatGPT, and those platforms are starting to control what information gets surfaced first.In this session, Nick and Michael break down what that shift means for urgent care operators. They walk through how AI search works today, why some clinics are starting to lose visibility, and what you can do now to stay competitive as search continues to evolve.If your clinic relies on Google for patient volume, this is a conversation you need to hear.We cover:📊 How patient search behavior is shifting from keywords to conversations🗣️ Why voice search and AI tools are influencing patient decisions📉 How AI summaries are reducing clicks to your website🧠 The difference between SEO, AEO, and GEO, and why it matters📄 Why your website needs to answer patient questions, not just list services⭐ How reviews, listings, and trust signals impact AI visibility📍 Why local SEO still plays a critical role in AI-driven search🤖 What ChatGPT healthcare and AI ads could mean for urgent care marketingIf you want to stay visible and competitive in 2026, this episode will help you understand where search is heading and how to start adapting now.🔗 Resources & Mentions:Test your AI visibility by running your own prompts in ChatGPT or Gemini using your services and location!Explore PCMP’s marketing resources: https://patientcaremarketingpros.com/💬 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? We’d love to hear from you! Email us at [email protected]🎵 Intro/Outro Music by Devin Smith:https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

Turning around a struggling clinic can feel overwhelming, especially when patient volume starts dropping. In this episode, Nick and Michael share the exact framework they presented at the Experity Urgent Care Connect conference for stabilizing and growing an urgent care clinic in 90 days. They walk through the three phases every clinic should focus on: fixing visibility, improving front desk conversions, and building stronger community engagement. Along the way, they unpack common mistakes clinics make with marketing, call handling, and ad spending that quietly cost them patients every day. If your clinic feels stuck, this episode gives you a practical roadmap to rebuild patient volume and momentum.🔥 In This Episode, You’ll Learn:📉 Why declining patient volume is happening in many markets and what clinics can do about it📞 How missed phone calls quietly destroy marketing ROI and cost clinics new patients📍 Why your Google Business Profile matters as much as your physical clinic location💬 How simple front desk scripting changes can dramatically increase bookings🌐 Why local SEO and online reviews drive visibility in the “urgent care near me” search🤝 How community partnerships with schools, gyms, and local organizations drive patient growth📈 The three phase marketing framework to stabilize, accelerate, and sustain clinic growth💬 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? We’d love to hear from you! Email us at [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

Urgent care isn’t just a convenient alternative to the ER anymore. It’s becoming a critical piece of the healthcare access puzzle — and the Urgent Care Association is working to make sure operators have a real voice in where the industry goes next.In this episode, we sit down with Steve Sellars, CEO of the Urgent Care Association (UCA), for a wide-ranging conversation on the state of urgent care, the policy and reimbursement pressures impacting operators, and what UCA is doing right now to strengthen the urgent care ecosystem nationwide.With 30+ years in healthcare leadership — including time on the payer side, inside a large health system, and 20 years in urgent care operations and joint ventures — Steve brings a rare “whole-system” perspective. We unpack what he’s seeing in 2026, what urgent care leaders should be preparing for, and why advocacy, quality, and integration into the broader healthcare continuum are no longer optional.You’ll also hear a preview of what to expect at the upcoming UCA Convention in Chicago, why the theme “Amplify” matters, and how operators can get more value from the exhibit hall, the networking, and the policy work happening behind the scenes.🔍 In This Episode, You’ll Learn:🏛️ What the Urgent Care Association is advocating for right now — and why it matters to your bottom line💸 Why reimbursement reform is the biggest sustainability issue facing urgent care operators🧩 How urgent care fits into solving the healthcare “access + affordability” crisis👥 Why workforce shortages and scope-of-practice barriers are still limiting growth in many states📍 What makes the UCA Convention a “can’t miss” event for operators (beyond CE and sessions)🤝 How to approach vendors as true partners, not just booth conversations📈 The 2026 trends Steve believes will shape urgent care next: integration, navigation, quality, and data🧠 About Our Guest:Steve Sellars is the CEO of the Urgent Care Association (UCA) and a long-time urgent care operator and industry leader with over 30 years of healthcare management experience. His background includes eight years in managed care, five years with one of the largest health systems in the Gulf South, and twenty years dedicated exclusively to urgent care joint-venture development and management.Steve served as the 2016–2017 UCA Board President, previously held roles as UCA Secretary and Chair of the Education Committee, and received the 2019 UCA Lifetime Membership Award. At the 2024 UCA Convention, he received the Quality and Safety Award for his contributions to quality improvement and patient safety, including his work as a founding member of the Accreditation Committee.He earned both his undergraduate degree and MBA from Louisiana State University (LSU) — Geaux Tigers! — and enjoys time with his wife Shannon, their family (especially their two grandchildren), and relaxing on the Mississippi Gulf Coast.🛠️ Resources:Urgent Care Association (UCA): https://urgentcareassociation.org/Connect with Steve on LinkedIn: https://www.linkedin.com/in/steve-sellars-b129b025/Looking to grow patient volume, strengthen retention, and build a scalable marketing system? Explore PCMP’s 90-day patient acquisition framework: https://patientcaremarketingpros.com💬 Stay Connected:Follow us on Facebook, LinkedIn, and YouTube for updates, insights, 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? We would love to hear from you.Email us at [email protected]🎵 Intro and Outro Music by Devin Smith:https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

This week on Walk-Ins Welcome, we’re bringing you Michael Ray’s full talk from the Southeast Regional Urgent Care Association (SERUCA) Conference, where he unpacked one of the biggest hidden growth leaks in urgent care today.The room was filled with operators, owners, and leaders—all asking the same question: Why aren’t our patient numbers matching our marketing investment?Michael’s answer was direct: It’s not always the marketing. It’s the front desk.In this candid, data-backed session, Michael walks through real call recordings, real clinic numbers, and a real example of a practice that missed 70% of its inbound calls—while believing they “needed more patients.”This episode is a powerful reminder that your front desk isn’t just answering phones. They are your first impression, your conversion team, and in many cases, the difference between growth and stagnation.If you’re spending money on marketing but still feel like something isn’t clicking, this is required listening.🔥 In This Episode, You’ll Learn:📞 Why 30% missed calls is considered “industry average”—and why that should concern you💸 How one clinic unknowingly wasted thousands in ad spend simply by not answering the phone 🎯 The mindset shift from “receptionist” to “revenue driver” 💬 How small scripting adjustments (just seconds long) dramatically improve bookings 📊 Why call reviews and secret shopping reveal more than dashboards ever will 🧠 Where the line is between customer service and giving medical advice 🤖 How AI can support your front desk—but never replace a trained, proactive team 📈 Why front desk training may be your highest ROI move this year💬 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? We’d love to hear from you! Email us at [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

For years, hospitals have operated with a built-in reimbursement advantage. That advantage is disappearing.In this episode, Nick and Michael unpack the rise of site neutrality and what it means for independent urgent care owners. As CMS changes how services are reimbursed, hospitals will no longer receive significantly higher payments for the same care delivered in your clinic.They break down how this shift impacts competition, patient behavior, marketing strategy, and pricing transparency—and why this could be a major opportunity for lean, well-run urgent cares.Here’s what they cover:💰 What site neutrality really means for your bottom line📊 Side-by-side reimbursement comparisons you need to understand🏥 Why hospitals may lose their financial edge📈 How this could shift local patient flow🔍 How to leverage new pricing transparency in your marketing🤝 Why building strategic hospital relationships now could matterIf you’ve felt like you were competing against a system built to outspend and outpay you, this episode reframes the conversation—and shows you where the opportunity really is.💬 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? We’d love to hear from you! Email us at [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

Running a multi-location urgent care is rarely about bold growth moves. More often, success comes from discipline, culture, and getting the fundamentals right before scaling.In this episode, Michael sits down with Andrew Shulman, CEO of ModernMD Urgent Care, for a candid conversation about what it really takes to lead a 14-location urgent care organization serving underserved communities across Brooklyn and Queens.With more than 20 years of healthcare leadership experience, Andrew brings a rare perspective shaped by hospitals, occupational health, national employer services, and now direct-to-consumer urgent care. Since stepping into the CEO role in 2024, he has focused on stabilizing operations, restructuring management, strengthening culture, and building systems that support sustainable growth.Together, they explore why spreadsheet management alone fails in urgent care, how patient experience is driven by frontline leadership, and what metrics actually matter when you are responsible for multiple locations. This episode is a practical look at urgent care leadership from someone actively in the trenches.🔍 In This Episode, You’ll Learn:🏥 Why culture is the foundation of strong patient experience and retention⭐ What drives consistently high Google reviews in high-volume urgent care settings📊 Which CEO-level metrics matter most for multi-location urgent care owners👥 How boots-on-the-ground management changes team performance⚖️ The balance between speed, quality, and patient expectations📍 Why location and community impact performance more than many operators expect🚫 How avoiding shiny object syndrome protects long-term growth🧠 About Our Guest:Andrew Shulman is an innovative, results-driven healthcare executive with over 20 years of experience scaling and growing early-stage and multi-site healthcare organizations. He currently serves as CEO of ModernMD Urgent Care, which operates eleven locations serving underserved communities in Brooklyn and Queens, along with three additional clinics in partnership with The Brooklyn Hospital and St Barnabas Hospital.Prior to ModernMD, Andrew spent twelve years as CEO of Mobile Health, where he scaled the company into a national occupational health provider with over 6,500 partner locations. He also previously served as COO of Affiliated Physicians, helping transform the organization into a national executive wellness and employer health services company.Andrew is known for his transparent, high-EQ leadership style and his ability to build strong cultures during periods of growth and operational change. He holds a Master of Public Health from Columbia University and a BA from Emory University. Andrew lives in New York City with his husband, Jeremy, and daughter, Savannah.🛠️ Resources:Learn more about ModernMD Urgent Care and their mission to provide accessible, high-quality care in underserved communities. Website: https://modernmduc.com/Instagram: https://www.instagram.com/modernmdurgentcare/Looking to improve culture, patient experience, or multi-location performance in your urgent care? Explore PCMP’s 90-day patient acquisition and growth framework: https://patientcaremarketingpros.com💬 Stay Connected:Follow us on Facebook, LinkedIn, and YouTube for updates, insights, 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? We would love to hear from you.Email us at [email protected]🎵 Intro and Outro Music by Devin Smith:https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

Nick and Michael are kicking off 2026 with something most businesses avoid: honest reflection.In this episode, they break down the surprising outcomes of their own annual meeting, including how they turned a year of missed revenue goals into their most aligned, energized planning session yet. It’s a raw, real, and surprisingly encouraging look at what it takes to grow—even when the numbers don’t go your way.This isn’t just about PCMP. It’s about why so many urgent care clinics don’t do annual planning—and what they’re leaving on the table because of it. Whether you’re leading a single-location startup or scaling a multi-site brand, this episode will challenge the way you think about goal setting, leadership, and what real progress looks like.Here’s what they unpack:📉 Why missing every revenue goal doesn’t mean you failed📊 The power of alignment and honest team feedback💬 What actually made their annual meeting the best one yet🚀 Why most clinics aren't doing real annual planning—and how to fix that🔄 How to use reflection to course-correct your marketing, team, and growth🛠️ Smart strategies to get your staff aligned without shutting down operations🧠 The mindset shift from “peacekeeping” to “peacemaking” as a business owner🎯 How to lead without being the answer to every question📅 The value of prepping, structuring, and executing an intentional annual meetingWhether you're flying high or flying blind, this episode is a timely gut-check and a guide to making 2026 a breakout year—on purpose.🔗 Resources & Mentions:John Maxwell Leadership Game (for team development): https://www.johncmaxwellgroup.com/russsimon/landing/LeadershipGameBooking?preview=1Learn about PCMP’s 90-Day Patient Acquisition Framework: ⁠⁠⁠https://patientcaremarketingpros.com/schedule-a-call/Join the Clinic Growth Mastermind: ⁠⁠⁠https://clinicgrowthmastermind.com/Experity’s upcoming conference: ⁠⁠⁠https://www.experityhealth.com/resources/events/⁠⁠ ⁠💵 Use Code: UCC_PatientCareMarketingPros26 for $100 off your registration 💵 💬 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? We’d love to hear from you! Email us at [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

When patients need answers fast, most urgent cares still default to on-site X-ray or referrals—but there’s a smarter, more efficient tool that can elevate your clinical care, improve outcomes, and drive new revenue.In this episode, Nick and Michael sit down with Dr. Tatiana Havryliuk, a board-certified emergency physician and founder of Hello Sono, to explore how point-of-care ultrasound (POCUS) is transforming urgent care from the inside out. With over 15 years of ER experience and deep ultrasound expertise, Dr. Tatiana shares how POCUS can help urgent cares confidently diagnose more in-house, avoid unnecessary ER visits, and open the door to repeat patients who trust your clinic to deliver next-level care.They unpack what POCUS is, how it compares to X-ray, where it fits in urgent care workflows, and what it takes to implement it without overwhelming your team. Whether you're in a rural location, struggling with X-ray staffing, or ready to grow by offering higher-value services, this conversation is full of practical insights and strategic takeaways.🔍 In This Episode, You’ll Learn:🔎 What POCUS can do that traditional X-ray can’t📈 How clinics are already using POCUS to improve care and increase revenue🧠 Why point-of-care ultrasound boosts patient trust and satisfaction⏱️ What kind of time and training investment is required to get started📍 Which types of clinics are a good (and not-so-good) fit for POCUS🏥 How adding this one tool can keep more patients in your clinic—and out of the ER🧠 About Our Guest:Dr. Tatiana Havryliuk is an emergency physician and the founder of Hello Sono, a company dedicated to helping urgent care and primary care providers bring POCUS into their clinics confidently and compliantly. A former Emergency Ultrasound Director at Brooklyn Hospital, she’s on a mission to remove the two biggest barriers to adoption: lack of training and infrastructure.🛠️ Resources:Calculate Your ROI: Use Hello Sono’s POCUS ROI Calculator to estimate potential revenue based on Medicare rates: https://www.hellosono.com/pocus-roi-calculator/Book a Strategy Call: Find out if POCUS is the right fit for your clinic → https://meetings.hubspot.com/dr-tatiana-havryliuk/consultationConnect with Tatiana: https://www.linkedin.com/in/tatiana-havryliuk-md/Hello Sono YouTube: https://www.youtube.com/@HelloSono💬 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? We’d love to hear from you! Email us at [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

This week’s episode features a clip from our recent 2026 growth webinar, and it’s one every urgent care owner and operator needs to hear.We’re digging into one of the most overlooked growth killers in urgent care: missed calls.It’s not just a front desk issue. It’s a $50,000-per-year marketing problem hiding in plain sight.In this candid segment, we break down how call handling, conversion rates, and budget missteps are quietly costing clinics real revenue — and what to do instead.We cover:📞 Why most clinics miss 30–50% of incoming calls📉 How much lost revenue those calls really represent💡 What front desk training has to do with marketing ROI📊 How to budget based on where you want to be (not where you are now)🚫 Where most clinics are overspending and what to cut in 2026📈 The simple mindset shift that can double your patient volume without doubling your ad spend🔗 Resources & Mentions:🎯 Access the full webinar and missed call calculator in our free DIY Toolkit: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? We’d love to hear from you! Email us at [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

When it comes to urgent care profitability, getting patients in the door is only half the battle. Getting paid is the part no one likes to talk about, but it is where many clinics quietly bleed revenue.In this episode of Walk-Ins, Nick and Michael sit down with Guy Bergman and Ed Sherlock from Inbox Health, a platform built to modernize patient billing and remove friction from one of urgent care’s biggest pain points. With decades of combined experience across urgent care, health IT, and revenue cycle management, Guy and Ed break down why patient payments now account for as much as 20 to 30 percent of urgent care revenue and why most clinics are leaving a large chunk of that money on the table.The conversation dives into what really causes billing breakdowns, how front desk pressure and poor communication fuel one-star reviews, and why relying solely on an EMR to collect patient balances is no longer enough. From digital-first billing and self-service payment plans to AI-powered billing support and real-time analytics, this episode is a masterclass on how urgent cares can shorten collection timelines, cut call volume, and improve patient satisfaction without adding more stress to already overworked teams.🔍 In This Episode, You’ll Learn:💸 Why patient responsibility now makes up a critical share of urgent care revenue📉 How unclear billing creates negative reviews, unpaid balances, and front desk burnout📲 How digital-first billing reduces paper statements, call volume, and payment delays⏱️ What an 8-day average payment velocity looks like in the real world🤖 How AI agents and self-service billing tools reduce repetitive patient questions🏥 Why improving the financial experience is essential to urgent care brand loyalty🧠 About Our Guests:Guy Bergman has spent over a decade in healthcare, including nearly six years working directly with urgent care clinics nationwide. Now at Inbox Health, Guy helps urgent care groups modernize their patient billing experience and collect every dollar they are owed. Originally from Cleveland, Ohio, Guy still calls it home!Ed Sherlock is the SVP of Sales at Inbox Health with more than 15 years of experience in health IT and revenue cycle management. He previously spent seven years at athenahealth and brings deep expertise in helping healthcare organizations streamline billing operations and improve financial performance. Ed is also known for getting out of his comfort zone, including getting married in Turkey.🔗 Resources & Mentions:Learn more about Inbox Health → https://www.inboxhealth.comConnect with Inbox Health on LinkedIn → https://www.linkedin.com/company/inboxhealthConnect with Guy on LinkedIn → https://www.linkedin.com/in/guy-bergman-9a92a5a0/Connect with Ed on LinkedIn → https://www.linkedin.com/in/edward-thomas-sherlock/💬 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? We’d love to hear from you! Email us at [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

Nick and Michael are kicking off 2026 with a deep dive into what’s really changing in clinic marketing—and why this year won’t be a repeat of 2025.From rising ad costs to AI overload, this episode unpacks the major shifts already impacting patient acquisition, digital trust, and clinic visibility. It’s a no-fluff look at what clinics need to do now to stay ahead, stay seen, and stay open.Whether you’re trying to scale or just survive, this is the clarity-packed conversation you need to start the year strong.Here’s what they unpack:📈 Why paid media alone won’t get the job done anymore🤖 How AI saturation is eroding trust across social and search💸 Why ad costs are rising in every industry—and what to do about it📉 The hidden cost of a weak conversion system🎯 Why omnipresence and branding will separate the winners this year💥 What private equity and consolidation mean for independent clinics💡 How “experimental ad dollars” can help you hit the lottery in 2026🧠 The mindset shift clinics need to build real retention and long-term valueThis episode is part strategy session, part call to action—and 100% focused on helping you grow a sustainable, profitable clinic brand in 2026.🔗 Resources & Mentions:Join the Clinic Growth Mastermind: ⁠⁠https://clinicgrowthmastermind.com/⁠⁠Subscribe on YouTube for upcoming webinars: ⁠⁠https://www.youtube.com/@PatientCareMarketingPros⁠⁠Learn about PCMP’s 90-Day Patient Acquisition Framework: ⁠⁠https://patientcaremarketingpros.com/schedule-a-call/⁠⁠Experity’s upcoming conference: ⁠⁠https://www.experityhealth.com/resources/events/⁠⁠ 💵 Use Code: UCC_PatientCareMarketingPros26 for $100 off your registration 💵 Urgent Care Association (UCA): ⁠⁠⁠https://www.ucaoa.org/⁠⁠💬 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? We’d love to hear from you! Email us at [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

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 [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

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.https://clinicgrowthmastermind.com/📺 Subscribe on YouTube: Every episode is available in full video format.https://www.youtube.com/@patientcaremarketingpros9205📧 Contact Hannah: Want to say hey, ask a question, or just let her know you’re reading the [email protected]🎧 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.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? We’d love to hear from you! Email us at [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

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 waitlistNick 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:2026 Clinic Growth Mastermind: An upcoming in-person gathering for urgent care leaders to share what's working, what's not, and how to grow together—no vendors, no pitches, just real collaboration. 📥 Join the waitlist: https://clinicgrowthmastermind.com/Episode 189: Ava Winslow from Flip AI: The most popular episode of 2025, diving into how AI is reshaping the front desk and improving patient experience. ▶️ https://open.spotify.com/episode/2YCHjJDTWmT70t49Ok3xyJ?si=zhHkuKGOR-y6DTvIpi-iqgFlip CX: A trusted AI voice solution that PCMP recommends for front desk automation.🔗 https://flipcx.com/YouTube Channel: Every episode is available in full video format. If you haven’t watched the podcast yet, now’s the time.📺 https://www.youtube.com/@patientcaremarketingpros9205Contact PCMP: Got a question, comment, or just want to send Nick a little love after he joked about not being popular enough? 😂📬 [email protected]💬 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? We’d love to hear from you! Email us at [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

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 itIf 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.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? We’d love to hear from you! Email us at [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

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:🌡️ Why urgent care search demand is down 20–30% compared to last year💻 How real-time Google Trends can reveal hidden shifts in patient behavior💰 Why fewer people are “sick enough” to justify a copay right now🌪️ What hurricane pressure systems have to do with sinus drainage and clinic visits🧠 The mindset behind skipped visits—and what it means for your marketing📉 What clinic owners can (and can’t) control when volume dipsThis 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:Join the Clinic Growth Mastermind Wait List! https://clinicgrowthmastermind.com/Google Trends: https://trends.google.com/James Spann (Alabama Meteorologist): https://abc3340.com/weatherLearn about Patient Care Marketing Pros' 90-Day Patient Acquisition Framework: https://patientcaremarketingpros.com/schedule-a-call/💬 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? We’d love to hear from you! Email us at [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

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:Learn more about Intellivisit → intellivisit.comExplore Josh’s work and podcast → thefocusedexam.comConnect with Dr. Josh Russell on LinkedIn → linkedin.com/in/joshua-russell-md💬 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? We’d love to hear from you! Email us at [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

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📈 How to budget smarter for awareness, conversion, and retention🌐 Why your website is your digital brick-and-mortar — and what it should actually cost🔍 How to find your ad spend “sweet spot” without wasting dollars⚙️ The systems that separate sustainable growth from guesswork💡 Common mistakes clinics make (and how to fix them before next year)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.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 [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

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:Visit Sayvant → sayvant.comConnect with Justin → https://www.linkedin.com/in/justin-mardjuki/Learn more about the company → https://www.linkedin.com/company/sayvant/💬 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 [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

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.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 [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

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 crackThis 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:Urgent Care Association: https://urgentcareassociation.org/Expeirty Care Agent: https://www.experityhealth.com/news/experity-launches-care-agent-the-first-clinical-intelligence-solution-for-urgent-care/Learn about Patient Care Marketing Pros' 90-Day Patient Acquisition Framework: https://patientcaremarketingpros.com/schedule-a-call/💬 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 [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

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.She’s also a published researcher, national speaker, Editor-In-Chief of the Journal of Urgent Care Medicine, and board member for both the College of Urgent Care Medicine and the Urgent Care College of Physicians.When she’s not leading teams or training the next generation of clinicians, you’ll find her skiing, hiking, or exploring the Colorado mountains with her family.🔗 Resources & MentionsConnect with Dr. Fish → LinkedIn💬 Stay ConnectedFollow 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 [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

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🎣 The “fisherman” analogy — why this is the time to cast a bigger net, not pull back👥 How to prepare your team for the busy season and keep morale high💻 Why Google Ads remain the lifeblood of patient acquisition🎯 How to target the right patients with timely, relevant messages📅 Matching your campaigns to the season — from flu shots to holiday hoursIf 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.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 [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

🎉 200 Episodes of Walk-Ins Welcome: From Startup Struggles to Industry ImpactNick 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 episodesPlus, 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:Episode 3: https://youtu.be/4YNhuyWEba4Episode 98: https://youtu.be/7lkaOLj7bssEpisode 197: https://youtu.be/UN6IrRknKggMost-Played Episode: Front Desk Evolution (Live from Dallas) https://youtu.be/VqyNJRB-M-k💬 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 [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

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 GuestRachel Davis is the Marketing Director for DX Management, the franchisee of AFC Urgent Care operating 25 clinics across TN, GA, and NC—with more on the way. She brings over 10 years of hands-on marketing leadership in urgent care and a career that spans healthcare, franchise management, media, QSR, and education. Rachel is also a part-time professor and full-time champion of community-first marketing strategies that drive real results.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.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 [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

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:🚩 The red flags of marketing bottlenecks💔 Why emotional loyalty can quietly sabotage your growth🎭📊 How to separate drama from data when making hard decisions🤝✨ What a true growth partner looks like — and how to find one📋🛠️ A clear, step-by-step framework for auditing, documenting, and (if needed) letting someone goThis 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:Free “DIY Toolkit” for Clinics: 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 [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

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 marketWhether 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.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 [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

💥 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 GuestDr. 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.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 [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

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 hopeWhether 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 [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

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":https://www.mcdermottplus.com/events/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.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 [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

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💻 Why Google Ads remains the backbone of digital marketing—and how to maximize ROI💬 How AI voice and text tools like Flip and Podium are cutting unanswered calls and booking more visits📊 The KPI Brent tracks above all others to guide marketing investment decisions🧠 Why top-of-mind brand awareness still matters in the era of digital attribution🎥 How to repurpose evergreen seasonal content to boost reach year after year🤝 Why CEOs should understand digital marketing—even if they don’t run the campaigns themselves🧠 About Our GuestBrent 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 & MentionsConnect with Valley Immediate Care:Website: valley-ic.comFacebook: ⁠⁠https://www.facebook.com/Valley.IC⁠⁠YouTube: https://www.youtube.com/@valleyimmediatecare7659Connect 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.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 [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

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 GuestsDr. 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🌐 Visit theteledentists.comFacebook: facebook.com/theteledentistsInstagram: instagram.com/teledentistsLinkedIn: linkedin.com/company/theteledentists💬 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 [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

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.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 [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

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/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 [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

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.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 [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

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/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 [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

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.comAlan’s Industry Resource Hub: https://www.alanayersurgentcare.comConnect 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.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 [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

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📉 How the “summer slump” creates the perfect window to launch or level up your Occ Med program🏗️ What employers are really looking for in an Occ Med partner and how to win their trust📊 Why Occ Med revenue can vary wildly from 10% to 85% depending on location, promotion, and process🔁 How to approach outreach with LinkedIn, email, phone, and real follow-up systems🤝 Why content creation, consistency, and nurturing matter more than a one-time campaign🛠️ What to expect from a free consultation and the flexible support options Ira’s team offers🔗 Resources & Mentions:Book a Free Occ Med Consultation with Ira: https://patientcaremarketingpros.com/pasternack-marketing/Learn more about NAOHP (National Association of Occupational Health Professionals): https://naohp.com/WebForDoctors: https://www.webfordoctors.com/Connect with Ira on LinkedIn: https://www.linkedin.com/in/irapasternack/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.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 [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

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/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 [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

🎙️ 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/17307710This 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/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 [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

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/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 [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

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:📗 Access the Front Desk Evolution Resources – Call Scripts, Slides, etc.📅 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/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 [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

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:📈 Why answering the phone is still the biggest patient volume unlock🪑 What happens when your front desk staff becomes your sales team🎙️ How the Walk-Ins Welcome podcast made waves in Dallas📊 Real-time feedback from urgent care leaders and what it confirms about front desk operations🏨 Vegas vs. Dallas: Which UCA venue delivered the best experience🎡 Behind the scenes at Meow Wolf Dallas (and how it compared to Vegas)🚘 Uber roulette and the wild ride of business travel🔗 Resources & Mentions🩺 urgentcareassociation.org🎤 Catch us next year: UCA 2026 in Chicago!💬 Stay ConnectedFollow 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 [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ