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"

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

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/patient-engagement/

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.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