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PODCAST

Walk-Ins Welcome: A Healthcare Marketing Podcast

Patient Care Marketing Pros

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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All Episodes

00:25:27

Ep. 185: Summer Reset: Leadership Lessons from the...

Walk-Ins Welcome: A Healthcare Marketing Podcast ·

2025/06/18

We're switching gears this week! No guests, no webinars, just Nick and Michael reflecting on what it means to lead well when things slow down.After a packed few months of interviews, webinars, and travel, the guys are stepping back to share personal stories from their own summer reset, including an 8-day, 3,000-mile camping trip to Maine, a deep dive into instrument flight training, and a very real conversation about burnout, balance, and what the “slow season” actually means for urgent care

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00:43:34

Ep. 184: How the UCA Is Fighting for Higher Urgent...

Walk-Ins Welcome: A Healthcare Marketing Podcast ·

2025/06/11

🎙️ The Advocacy Podcast is officially launched! Expect policy updates, expert guests, grassroots strategy, and why advocacy doesn’t have to be boring. Listen now: https://www.buzzsprout.com/2460989/episodes/17307710This week on Walk-Ins Welcome, we’re joined by Kristin Rastatter, Advocacy Manager at the Urgent Care Association (UCA)—and someone who’s turning policy conversations into powerful momentum for urgent care clinics across the country.Kristin’s journey into advocacy began with her work at

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00:35:13

Ep. 183: Episode Rewind - The EOS Framework That Took...

Walk-Ins Welcome: A Healthcare Marketing Podcast ·

2025/06/04

With summer in full swing and lots of folks (ourselves included) taking some time for vacations and travel, we’re mixing things up this week with a special rewind episode.We’re bringing back one of our all-time favorites from last year—a powerful conversation with Lyn Askin from EOS Worldwide. Lyn shares how a life-threatening health scare pushed him to rethink everything about how he ran his business—and how implementing the Entrepreneurial Operating System (EOS) completely transformed it.We’re

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00:42:15

Ep. 182: The Front Desk Evolution: Turning Your Front...

Walk-Ins Welcome: A Healthcare Marketing Podcast ·

2025/05/28

This week, we're sharing something special: Michael’s full talk from the 2025 Urgent Care Association (UCA) Conference in Dallas. Titled The Front Desk Evolution, this session was standing-room-only and sparked conversations that continued long after the conference ended.In this high-impact presentation, Michael makes the case that the front desk is not just a cost center—it’s your clinic’s most underutilized sales team. From phone scripts to objection handling and AI-enhanced booking tools,

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00:33:14

Ep. 181: Urgent Care Association 2025 Convention Recap

Walk-Ins Welcome: A Healthcare Marketing Podcast ·

2025/05/21

Michael is back behind the mics after a whirlwind week at the 2025 Urgent Care Association (UCA) Conference in Dallas—and he's recapping the entire event with Nick. From standing-room-only sessions to surprise podcast shoutouts, this episode is a full debrief of everything that went down.Michael shares the behind-the-scenes of his packed talk, Front Desk Evolution, which sparked a lot of head-nodding and follow-up conversations. Turns out, many clinics still treat the front desk as an

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00:36:31

Ep. 180: Inside the Clinic: ROI-Driven Strategies...

Walk-Ins Welcome: A Healthcare Marketing Podcast ·

2025/05/14

Today’s episode is a deep dive into real-world urgent care marketing—and what it actually takes to grow and scale a multi-location clinic.Nick and Michael are joined by Chryssa Rich, Director of Marketing at Primary Health Medical Group, a physician-owned, 24-location urgent care brand based in Idaho.With 12 years of experience leading marketing at Primary Health—and a career that spans finance, real estate, automotive, and entertainment—Chryssa brings a seasoned operator’s perspective to the mic

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00:32:43

Ep. 179: How to Use Google Ads to Beat the Summer Slump

Walk-Ins Welcome: A Healthcare Marketing Podcast ·

2025/05/07

This week’s episode is a little different. The PCMP team has been on the ground at the UCA Convention, connecting with forward-thinking clinic owners and operators from across the country. So instead of our usual format, we’re bringing you a high-impact clip from our latest live webinar: “How to Use Google Ads to Beat the Summer Slump.”In this session, Michael and Nick are joined by our in-house Google Ads expert, Philip, to unpack real-world strategies that are working right now to drive volume and

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00:30:25

Ep. 178: Why Relying on One Marketing Channel Will...

Walk-Ins Welcome: A Healthcare Marketing Podcast ·

2025/04/30

Nick and Michael are back behind the mics diving into one of the biggest mistakes clinics make: putting all their eggs—and their patient acquisition—into one basket.From paid ads to word-of-mouth to grassroots outreach, they break down why true growth only happens when you build everywhere, not just online. It’s part marketing strategy, part reality check, and 100% focused on helping your urgent care become the go-to clinic in your community.Get ready for practical tips, real-world examples, and a

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00:33:13

Ep. 177: Are You Flying Blind? VFR vs IFR in Urgent Care

Walk-Ins Welcome: A Healthcare Marketing Podcast ·

2025/04/23

Vision isn’t just a buzzword—it’s the difference between a clinic that coasts and one that climbs.Nick and Michael (Milo’s tea in hand) dig into why so many urgent care owners are unknowingly flying VFR—reactive, unstructured, and stuck below the clouds. With aviation as the metaphor, they draw a clear line between clinics that are just getting by and those operating with intention, strategy, and altitude.It’s part story, part strategy, and packed with insights for anyone ready to stop winging

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00:43:02

Ep. 176: How Athena's EHR Helped TrustCare Scale to...

Walk-Ins Welcome: A Healthcare Marketing Podcast ·

2025/04/16

Today’s episode is all about choosing the right software to scale your urgent care clinic—without getting burned by the wrong vendor.Nick and Michael are joined by two powerhouse guests: Jim Dhein from athenahealth and Warren Herring, President and CEO of TrustCare Health, a 12-location urgent care powerhouse in Mississippi.This episode is a first for the show—bringing on both the tech vendor and the clinic leader using the tech in real life. You’ll get a full-circle view of what it’s really like to

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00:32:52

Ep. 175: Why Good Advertising Isn’t a Cost—It’s a...

Walk-Ins Welcome: A Healthcare Marketing Podcast ·

2025/04/09

Today's episode is all about the real cost of marketing (or not marketing 👀).Nick and Michael are back in the studio (lower chairs and all), tackling one of the most misunderstood mindsets in urgent care: why paid advertising gets treated like an expense, when it should be seen as an investment that actually pays you back.From frustrated clinic owners who expect ads to be free, to teams cutting budgets in a panic, this episode is a no-fluff reality check on how digital marketing really

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00:39:20

Ep. 174: What U.S. Clinics Can Learn from the Growing...

Walk-Ins Welcome: A Healthcare Marketing Podcast ·

2025/04/02

📗 Check out our DIY Resource Toolkit: https://offer.patientcaremarketingpros.com/diy-toolkitWe’re going global on this episode of Walk-Ins Welcome! With Nick out, we’re shaking things up with a special guest: Dr. Simon Rohde, founder of Angel Urgent Care in Brisbane, Australia 🇦🇺Simon is one of the very few private urgent care clinic owners in the entire country—where urgent care is still a brand-new concept. He’s an Emergency Medicine Specialist with a background in pharmacy and more than a

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00:29:27

Ep. 173: The Real Cost of Patient Acquisition for...

Walk-Ins Welcome: A Healthcare Marketing Podcast ·

2025/03/26

📗 Check out our DIY Resource Toolkit: https://offer.patientcaremarketingpros.com/diy-toolkitNick and Michael kick off this episode of Walk-Ins Welcome with a bold claim: you've been lied to about your patient acquisition costs. They break down the real numbers they're seeing across urgent care clinics nationwide (spoiler: it's under $20), and unpack the three biggest culprits behind inflated costs—PMAX campaigns, vanity metrics, and targeting too wide of a radius. From Google Ads pitfalls to the

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00:25:45

Ep. 172: What a Cat, a Tulip, and a Vet Visit Can...

Walk-Ins Welcome: A Healthcare Marketing Podcast ·

2025/03/19

📗 Check out our DIY Resource Toolkit: https://offer.patientcaremarketingpros.com/diy-toolkitNick and Michael dive into an unexpected source of inspiration for urgent care clinics—Michael's cat, Poe, who had a near-miss after eating a toxic tulip. What does an urgent vet visit have to do with patient experience in urgent care? A lot more than you’d think. From seamless check-ins to thoughtful follow-ups, this vet clinic nailed every touchpoint of a great patient journey. We break down the small

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00:32:41

Ep. 171: The Secret to Patient Retention

Walk-Ins Welcome: A Healthcare Marketing Podcast ·

2025/03/12

📗 Check out our DIY Resource Toolkit: https://offer.patientcaremarketingpros.com/diy-toolkitNick and Michael dive into the power of patient follow-ups and how small gestures can drive big results for urgent care clinics. They discuss how a simple thank-you card, a follow-up text, or an automated voicemail can improve patient retention, boost repeat visits, and even increase revenue. Drawing insights from Unreasonable Hospitality, they explore how making patients feel seen and valued can create

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00:38:43

Ep. 170: Fixing the Revenue Cycle: AI’s Role in...

Walk-Ins Welcome: A Healthcare Marketing Podcast ·

2025/03/05

📗 Check out our DIY Resource Toolkit: https://offer.patientcaremarketingpros.com/diy-toolkitNick sits down with Ayo Omojola, founder and CEO of Substrate AI, to discuss how AI is transforming revenue cycle management for urgent care clinics. Ayo shares insights from his experience at Carbon Health, where he helped scale operations using AI-driven automation, and explains how Substrate AI is eliminating tedious, repetitive billing tasks to help clinics get paid faster and more efficiently. They dive

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00:29:04

Ep. 169: Boosting Urgent Care Productivity with AI...

Walk-Ins Welcome: A Healthcare Marketing Podcast ·

2025/02/26

Nick and Michael sit down with Geoffrey Gu, co-founder and CEO of Fluency, to discuss how AI is revolutionizing efficiency in urgent care clinics. Geoffrey shares the story behind Fluency, an AI-powered clinical co-pilot designed to streamline patient intake, clinical documentation, and coding processes. Learn how Fluency’s EHR-agnostic platform helps urgent care providers reduce door-to-door time, handle high patient volumes without additional staffing, and improve overall patient care. Plus,

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00:29:32

Ep. 168: Are You a Thermostat or a Thermometer?...

Walk-Ins Welcome: A Healthcare Marketing Podcast ·

2025/02/19

📗 Check out our DIY Resource Toolkit: https://offer.patientcaremarketingpros.com/diy-toolkitWe’re diving into the difference between being a thermostat vs. a thermometer in your urgent care clinic. Are you reacting to daily challenges, like staff turnover, patient volume fluctuations, and negative reviews, or are you proactively setting the tone for success? Michael and Nick discuss how clinic owners can shift from reaction mode to leadership mode by setting core values, creating actionable goals,

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00:39:52

Ep. 167: How to Grow a Thriving Urgent Care Brand in...

Walk-Ins Welcome: A Healthcare Marketing Podcast ·

2025/02/12

🚨 Join us for our upcoming webinar, “Own Your Marketing: DIY Tips for Attracting More Patients” on Thursday, February 27th at 11:00 am CST/12:00 pm EST. Register now: https://webinars.patientcaremarketingpros.com/diy-tips-webinar 🚨 How do you successfully scale an urgent care brand across both rural and urban markets? Al Yousefi, Head of Marketing at MainStreet Family Care and KidsStreet Urgent Care, joins us to break it all down. With MainStreet growing to 62 locations and counting, Al shares

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00:37:01

Ep. 166: Build a Profitable Urgent Care in Year 1 -...

Walk-Ins Welcome: A Healthcare Marketing Podcast ·

2025/02/05

📗 Check out our DIY Resource Toolkit: https://offer.patientcaremarketingpros.com/diy-toolkitWe sit down with Dr. Andy Miller, founder of Evergreen Urgent Care, to discuss his unconventional journey from ER doctor to successful urgent care owner. Dr. Andy shares how he challenged the traditional urgent care startup model—bypassing the hefty $1.5M investment and finding innovative ways to remain profitable in year one. He dives into the importance of controlling costs, prioritizing staff retention,

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