Walk-Ins Welcome: A Healthcare Marketing Podcast

Patient Care Marketing Pros
  • 5.0 (31)
  • MARKETING
  • UPDATED WEEKLY

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. 1D AGO

    Ep. 222: The 90-Day Clinic Rescue: Marketing Tactics That Work

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

    49 min
  2. Ep. 221: UCA’S Vision for 2026: Policy, Payment Reform & Industry Growth - Interview with Steve Sellars, CEO of the Urgent Care Association

    MAR 4

    Ep. 221: UCA’S Vision for 2026: Policy, Payment Reform & Industry Growth - Interview with Steve Sellars, CEO of the Urgent Care Association

    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.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 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

    39 min

  3. MAR 2

    Ep. 220: Missed Calls = Missed Revenue: The Urgent Care Growth Blind Spot

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

    35 min

  4. FEB 18

    Ep. 219: The Level Playing Field Urgent Care Has Been Waiting For

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

    31 min
  5. Ep. 218: How Modern MD Built a Top Rated Urgent Care Experience - Interview with Andrew Shulman, ModernMD Urgent Care

    FEB 11

    Ep. 218: How Modern MD Built a Top Rated Urgent Care Experience - Interview with Andrew Shulman, ModernMD Urgent Care

    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/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

    35 min

  6. FEB 4

    Ep. 217: Getting Real About Growth and What It Really Takes

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

    29 min
  7. Ep. 216: Why Forward-Thinking Clinics Are Embracing POCUS - Interview with Dr. Tatiana Havryliuk from Hello Sono

    JAN 28

    Ep. 216: Why Forward-Thinking Clinics Are Embracing POCUS - Interview with Dr. Tatiana Havryliuk from Hello Sono

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

    36 min

  8. JAN 21

    Ep. 215: Your 2026 Patient Growth Plan: How to Maximize Leads, Budget Smarter, and Scale Confidently

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

    18 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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