In this episode of Walk-Ins Welcome, Nick and Michael sit down in studio 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 ⁠hello@patientcaremarketingpros.com⁠🎵 Intro/Outro Music by Devin Smith:⁠https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ⁠"