Walk-Ins Welcome: A Healthcare Marketing Podcast

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Nick and Michael are sitting down with two transformative leaders from Carbon Health: Joni Lutman (Regional Medical Director) and Deniz Garrett (Northwest Area Manager). With over 100 locations nationwide, they share how they dramatically reduced clinic closures by 76% through innovative leadership and strategic operations. From their groundbreaking approach of using MAs instead of front desk staff to implementing AI charting systems that achieve 30-minute door-to-door times, Joni and Deniz reveal the practical strategies behind Carbon Health's success. They dive deep into their philosophy of "hiring people who genuinely care," their unique bonus structures tied to clinic performance, and why having the right team culture matters more than credentials. Whether you're running a single clinic or managing multiple locations, this episode offers actionable insights on scaling healthcare operations while maintaining quality care and staff satisfaction.

About Joni and Deniz:

Joni Lutman brings 28 years of healthcare expertise to her role as Regional Medical Director at Carbon Health, where she seamlessly blends hands-on clinical practice with executive leadership. Still practicing one day a week to stay connected to front-line care, Joni's unique approach to quality and compliance is shaped by her diverse background in clinical practice, education, and leadership. Despite originally dreaming of becoming a sports broadcaster, she has become a transformative force in healthcare operations.

Deniz Garrett is a dynamic servant-leader with over two decades of experience masterfully managing multi-site operations. As Carbon Health's Northwest Area Manager, he draws on his military aviation background and expertise in complex operations to drive efficiency and safety across the organization. His data-driven approach and commitment to team development have been instrumental in reducing clinic closures and optimizing performance across the Carbon Health network. Together, Joni and Deniz exemplify how complementary leadership styles can revolutionize healthcare delivery.

Learn More about Carbon Health:

https://carbonhealth.com/

Connect with Joni:

www.linkedin.com/in/joni-lutman

Connect with Deniz:

https://www.linkedin.com/in/denizgarrett-mba

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In this dynamic conversation, Nick and Michael connect with marketing veteran Alyssa Alsheimer, who shares battle-tested strategies for urgent care growth and patient acquisition. From highly targeted geofencing techniques in dense urban markets to building lasting brand trust, Alyssa reveals the marketing approaches that actually move the needle. Now leading member engagement at Wellframe, she bridges the gap between traditional healthcare marketing and digital patient care management, offering urgent care leaders practical insights on meeting patients where they are. This episode delivers actionable tactics for healthcare marketers looking to drive local growth while building lasting patient relationships in today's competitive landscape.

About Alyssa:

Alyssa currently leads the member marketing team at Wellframe, a HealthEdge company, where she helps health plans better market to their members. Prior to joining Wellframe, she worked on the agency side for over ten years, helping clients from urgent care providers to pharmaceutical companies to luxury handbag manufacturers better reach and engage their customers.

Learn more about Wellframe and HealthEdge:

https://www.wellframe.com/

https://healthedge.com/

Connect with Alyssa:

@alyssaalsh everywhere!

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In this transparent discussion, Nick and Michael explore how failure serves as a catalyst for growth, not a final destination. Using Nick's recent aviation test setback as a springboard, they dive into how urgent care leaders can reframe business challenges - from staff turnover to revenue pressures - into opportunities for improvement. This episode offers practical insights for healthcare leaders facing today's complex market challenges, emphasizing why persistence through failure often leads to unexpected breakthroughs.

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In this bonus episode of Walk-Ins Welcome Nick and Michael discuss their recent attendance at the Merchant Medicine Symposium in Nashville., hosted by Solv. Health and UCP Merchant Medicine. They share insights from the exclusive, invite-only event that brought together some of the most prominent urgent care providers in the country. The hosts cover key topics discussed at the symposium, including challenges with insurance reimbursements, the importance of core metrics like patients per day and net promoter scores, and the potential impact of Amazon's One Medical on the urgent care industry. They also highlight the value of attending industry events and networking with peers to stay informed about current trends and challenges in urgent care.

Connect with Solv. Health:

https://www.solvhealth.com/

Connect with UCP Merchant Medicine:

https://intellivisit.com/urgent-care-services/

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In this episode of Walk-Ins Welcome, Nick and Michael interview Georgina Perry, a CPA from Carr, Riggs & Ingram, LLC CPAs and Advisors, about the complexities of launching and operating an urgent care facility. The discussion covers critical aspects such as financial feasibility studies, credentialing challenges, and day-to-day operational management. Georgina offers valuable insights into current healthcare reimbursement trends, particularly the shift towards value-based care, while emphasizing the importance of thorough planning before opening a practice. Throughout the conversation, the hosts and Georgina provide practical advice for aspiring urgent care owners, stressing the need to understand both the financial and operational sides of the business. This comprehensive overview offers listeners a clear picture of what it takes to succeed in the demanding yet rewarding field of urgent care management.

About Georgina:

Georgina works with small to medium-sized medical practices of any specialization. She provides operational consulting focusing on revenue cycle, staff processes, and healthcare-specific compliance. She also assists medical providers in opening their own practice, preparing financial projections, obtaining financing, utilizing industry contacts and vendors, and much more. Georgina prepares insurance and government payer credentialing and contracting applications to enroll physicians and other providers with payers. Her clients appreciate her ability to implement momentous changes in a friendly and professional manner. Georgina utilizes her strong accounting background and interpersonal skills to identify critical issues and gain buy-in.

Connect with CRI Advisors:

https://www.criadv.com/

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In this enlightening episode, Nick and Michael sit down with Dr. William Attaway from Catalytic Leadership to explore transformative leadership principles. Dr. Attaway shares invaluable insights on developing a catalytic mindset, addressing issues head-on, and the power of honest feedback. He introduces "the last 10% of honesty" concept and explains how it can lead to breakthroughs in team dynamics. The conversation covers practical strategies for effective leadership, including seeing beyond your own perspective and embracing intentional growth. Dr. Attaway also discusses his upcoming book, "The Catalytic Mindset." This episode offers actionable advice for healthcare professionals and business owners looking to enhance their leadership skills and team environments.

⬇️ Download the first 2 chapters of his book The Catalytic Mindset (releasing January 21, 2025):

https://catalyticleadership.net/mindsetbook/

About Dr. Attaway:

Dr. William Attaway is an Executive Coach specializing in leadership, mindset, and productivity who has been leading teams and coaching leaders for nearly 30 years. He's coached hundreds of agency owners and their teams on 6 continents, helping them to navigate and overcome the leadership and mindset challenges that can be overwhelming. William has spoken at events and to teams including Seven Figure Agency, Prospecting on Demand, Spyglass Ops, the All-In Agency Summit, Extendly, SHRM, and MinistryPass. He's written several best-selling books on leadership, and is currently working on his third, which releases in January, 2025. Pulling from his own nearly 30 years of leadership experience leading and coaching leaders and teams personally, as well as from the hundreds of leaders he has coached, clients have access to a knowledge base that is deep and wide, a coach who is FOR you, and a proven methodology that will help you stop spinning your wheels into overwhelm and overwork. He and his amazing wife Charlotte have been married for 26 years, and they have two exceptional daughters, one in college and one in high school.

🤝 Connect with Dr. Attaway:

https://www.linkedin.com/in/williamattaway/

https://www.facebook.com/williamattaway

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Nick and Michael dive deep into the world of urgent care clinic growth in this insightful episode. They explore a range of strategies to attract and retain patients, from leveraging Google Ads and SEO to implementing effective review management systems. The hosts emphasize the importance of delivering quality care while fostering patient loyalty, sharing tactics to encourage repeat visits and scale clinics towards the coveted $3 million mark. Beyond marketing, they discuss the significance of community engagement and announce upcoming industry events. The conversation also touches on exciting developments for the podcast, including a new sponsor, and concludes with a call for listeners to join their expanding online community across various platforms, including a newly launched LinkedIn group. This episode serves as a comprehensive guide for urgent care professionals looking to boost their clinic's performance and engage with industry peers.

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🌡️ Get Your Digital Health Check: https://patientcaremarketingpros.com/digital-health-check/

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In this episode of Walk-Ins Welcome, hosts Nick and Michael introduce the Digital Health Check—a powerful tool designed to help clinics assess their online presence. They emphasize the importance of knowing how your clinic's digital performance compares to competitors and how this tool provides valuable insights for growth. Nick and Michael also discuss popular competitor analysis platforms like SpyFu, SEMrush, and HC Analytics. Listeners are encouraged to download the free DIY toolkit from the website and book a discovery call for personalized support.

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On this episode of Walk-Ins Welcome, Nick and Michael chat with Jessica Walker from Care Sherpa about boosting patient numbers and cash flow in healthcare. They dive into why the front desk is super important for turning leads into actual appointments, and Jessica drops a bombshell - 81% of leads never convert because nobody follows up! She shares some tricks like the "assumptive close" for booking appointments and why bugging patients (nicely) about coming back is a good thing. They also talk about playing secret shopper with your own practice to spot where things are falling apart. The whole convo is about running your healthcare biz like a real business, without forgetting it's all about taking care of patients. If you're curious about how your practice stacks up, Jessica says to give Care Sherpa a shout for a mystery shopping adventure. It might just change your clinic!

About Jessica:

Jessica Walker, Founder and CEO of Care Sherpa, has over 20 years of experience driving patient and employee engagement through predictive analytics, marketing, digital, and CRM strategies. She has supported healthcare systems, private providers, and organizations in their patient acquisition and retention efforts, leveraging her expertise from leadership roles at Gallup and Press Ganey.

Connect with Care Sherpa:

https://caresherpa.com/

https://www.linkedin.com/company/care-sherpa

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This week Nick and Michael explore the concept of The Infinite Game by Simon Sinek and its relevance for urgent care clinics. They discuss how an infinite mindset encourages clinic owners to focus on long-term goals, such as improving community health and providing exceptional patient care, rather than just short-term metrics like monthly patient volume or revenue. By viewing competition as an opportunity to learn and grow, rather than a threat, clinic owners can continuously adapt and improve their services. Nick and Michael emphasize that in the ever-evolving urgent care industry, success comes from resilience, innovation, and a commitment to serving the broader community over time.

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