Walk-Ins Welcome: A Healthcare Marketing Podcast

Patient Care Marketing Pros
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Welcome to 'Walk-Ins Welcome: A Healthcare Marketing Podcast,' presented weekly by Nick Hoard and Michael Ray of Patient Care Marketing Pros. Tune in each week to hear from Nick and Michael as they share valuable advice, engaging interviews, and success stories to inspire and inform you about the nuances of healthcare marketing to help you increase your clinic's patient volume.

  1. Ep. 231: Urgent Care Summer Slump? Occupational Medicine May Be the Answer - Interview with Ira Pasternack from WebForDoctors

    HACE 19 H

    Ep. 231: Urgent Care Summer Slump? Occupational Medicine May Be the Answer - Interview with Ira Pasternack from WebForDoctors

    Summer slowdown is real for many urgent care clinics, but it can also create one of the biggest growth opportunities of the year. In this episode of Walk-Ins Welcome, Nick and Michael sit down with Ira Pasternack, founder of WebForDoctors and lead instructor for the Occ Med Growth Cohort, to talk about how urgent care clinics can build and grow occupational medicine programs that create long-term, recurring revenue. Ira shares how occupational medicine sales and marketing differ from traditional urgent care marketing, why relationship-building matters more than ads alone, and how clinics can use slower seasons to build systems that continue producing results long after summer ends. The conversation covers employer outreach, networking, sales cycles, AchMed strategy, and how urgent care clinics can carve out their own niche even in competitive markets. If your clinic has talked about growing occupational medicine but never fully committed to a strategy, this episode gives a practical roadmap for getting started. 🔥 In This Episode, You’ll Learn: ☀️ Why summer can be the best time to build an occupational medicine strategy 🏥 How occupational medicine creates recurring revenue opportunities for urgent care clinics 📈 Why Occ Med marketing requires a completely different mindset than urgent care marketing 🤝 How relationship-building and networking drive long-term Occ Med growth 📞 What realistic occupational medicine sales cycles actually look like 🧠 Why consistency matters more than trying one marketing tactic once 📍 How clinics can compete even in crowded occupational medicine markets ⚙️ What the Occ Med Growth Cohort teaches and how clinics can apply it immediately 💬 Why systems and follow-up are critical for long-term account growth 🚀 How urgent care clinics can use slower seasons to build future growth engines 🧠 About Our Guest: Ira Pasternack is the founder of WebForDoctors and the lead instructor for the Occ Med Growth Cohort, presented by WebForDoctors in partnership with NAOHP. Ira has worked with urgent care practices since 1999 and has extensive experience helping clinics grow occupational medicine programs through strategic marketing, employer outreach, and relationship development. His early work with urgent care clinics exposed him to the unique sales and operational strategies required for occupational medicine, long before most clinics approached it intentionally. Today, Ira helps urgent care and occupational medicine teams create sustainable growth systems tailored to their local markets. 🛠️ Resources: Learn more about the Occ Med Growth Cohort: https://growoccmed.com/pcmp/ National Association of Occupational Health Professionals (NAOHP): https://naohp.com/ WebForDoctors: https://www.webfordoctors.com/ Marketing Against the Grain Podcast (mentioned by Ira): https://www.hubspot.com/podcasts/marketing-against-the-grain Book Mentioned: Who Not How by Dan Sullivan and Dr. Benjamin Hardy 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.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want To 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

    36 min

  2. 13 MAY

    Ep. 230: Your Clinic's Hidden Growth Engine: Front Desk Training That Turns Calls Into Patients

    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.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want To 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

    17 min

  3. 6 MAY

    Ep. 229: How To Turn Everyday Tasks Into Patient Growth

    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/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question?We would love to hear from you. Email us at hello@patientcaremarketingpros.com 🎵 Intro and Outro Music by Devin Smith:https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

    26 min

  4. 29 ABR

    Ep. 228: The Missing Piece in Urgent Care Growth: Clear Vision and Leadership

    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.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? We’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro and Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

    29 min

  5. 22 ABR

    Ep. 227: Retention Starts With Culture - Michael's UCA Talk

    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/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? We’d love to hear from you!Email us at hello@patientcaremarketingpros.com 🎵 Intro and Outro Music by Devin Smith:https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

    44 min
  6. Ep. 226: What Urgent Care Owners Need to Know About Voice AI Right Now - Interview with Ava Winslow & Axel Lonaeus from Flip

    15 ABR

    Ep. 226: What Urgent Care Owners Need to Know About Voice AI Right Now - Interview with Ava Winslow & Axel Lonaeus from Flip

    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/UC9nwkAwIyiVvsLTWGoeRbWA⁠ Want to be a guest, recommend someone for the show, or ask a question? We’d love to hear from you! Email us at ⁠hello@patientcaremarketingpros.com⁠ 🎵 Intro/Outro Music by Devin Smith:⁠https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ⁠"

    39 min

  7. 8 ABR

    Ep. 225 What Urgent Care Owners Revealed At The First-Ever Industry Mastermind

    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.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? We’d love to hear from you! Email us at hello@patientcaremarketingpros.com 🎵 Intro and Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

    30 min
  8. Ep. 224 The Future of Urgent Care Is On-Demand, Here’s How AI Makes It Happen - Interview with Jonathan Moss from Experity

    1 ABR

    Ep. 224 The Future of Urgent Care Is On-Demand, Here’s How AI Makes It Happen - Interview with Jonathan Moss from Experity

    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/UC9nwkAwIyiVvsLTWGoeRbWA Want to be a guest, recommend someone for the show, or ask a question? We would love to hear from you.Email us at hello@patientcaremarketingpros.com 🎵 Intro and Outro Music by Devin Smith:https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

    32 min
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Welcome to 'Walk-Ins Welcome: A Healthcare Marketing Podcast,' presented weekly by Nick Hoard and Michael Ray of Patient Care Marketing Pros. Tune in each week to hear from Nick and Michael as they share valuable advice, engaging interviews, and success stories to inspire and inform you about the nuances of healthcare marketing to help you increase your clinic's patient volume.

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