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

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 marketing

If 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.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

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

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

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

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