Walk-Ins Welcome: A Healthcare Marketing Podcast

Front desk staffing has become one of the biggest operational challenges in urgent care. Rising labor costs, turnover, missed calls, and increasing patient expectations are forcing clinics to rethink how they operate. In this episode of Walk-Ins Welcome , Nick and Michael sit down with Mark and Wendy Lucas , co-founders of HiBridge , to discuss how a virtual front desk can help clinics improve pat...

This week, we're back with another installment of our Meet the Pros series, introducing one of the creative minds behind Patient Care Marketing Pros. Michael sits down with Janie , who started at PCMP as an intern and now plays a key role in the company's creative and content production efforts. From editing the Walk-Ins Welcome podcast to creating social media content and supporting inter...

This week’s episode features a segment from our recent webinar, Summer Bootcamp: Burning Off the Summer Slump , where we break down how urgent care clinics can use slower months to strengthen operations, improve the patient experience, and prepare for future growth. Many clinics view summer as something to survive. We believe it can be one of the most valuable seasons of the year. In this webinar...

Many urgent care owners dream about taking a vacation. Very few actually disconnect. In this episode of Walk-Ins Welcome, Nick and Michael tackle one of the biggest challenges facing clinic owners and operators: building a business that can function without them. They discuss why so many leaders struggle to step away, the hidden risks of becoming the bottleneck in your organization, and how time a...

AI is everywhere right now. From content creation and reporting to ad management and automation, clinic owners are being bombarded with messages telling them to fire their marketing agency and let AI handle everything instead. But is that actually a good idea? In this episode of Walk-Ins Welcome, Nick and Michael unpack the growing trend of AI-powered marketing services and the flood of "fire...

Running a successful business takes more than great service. It takes visibility, trust, and a marketing strategy that actually drives results. In this Meet The Pros episode of Walk-Ins Welcome, Michael sits down with Patient Care Marketing Pros Client Success Manager Hal Craig to talk about his unique journey from restaurant ownership and distribution sales into the world of healthcare marketing....

Staffing is one of the biggest hidden growth challenges in urgent care. If your clinic cannot stay fully staffed, it impacts everything, patient experience, wait times, reviews, retention, and ultimately revenue. In this episode of Walk-Ins Welcome, Nick and Michael sit down with Matthew Sherriff, Owner and President of SHS Recruitment Partners, to unpack what is really happening in urgent care re...

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,...

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 a...

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...

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...

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...

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 operat...

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 de...

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...

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...

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 conve...

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...

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...

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 ho...

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...

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...

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)...

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 rate...

When it comes to urgent care profitability, getting patients in the door is only half the battle. Getting paid is the part no one likes to talk about, but it is where many clinics quietly bleed revenue. In this episode of Walk-Ins , Nick and Michael sit down with Guy Bergman and Ed Sherlock from Inbox Health , a platform built to modernize patient billing and remove friction from one of urgent car...