Walk-Ins Welcome: A Healthcare Marketing Podcast

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 care’s biggest pain points. With decades of combined experience across urgent care, health IT, and revenue cycle management, Guy and Ed break down why patient payments now account for as much as 20 to 30 percent of urgent care revenue and why most clinics are leaving a large chunk of that money on the table.

The conversation dives into what really causes billing breakdowns, how front desk pressure and poor communication fuel one-star reviews, and why relying solely on an EMR to collect patient balances is no longer enough. From digital-first billing and self-service payment plans to AI-powered billing support and real-time analytics, this episode is a masterclass on how urgent cares can shorten collection timelines, cut call volume, and improve patient satisfaction without adding more stress to already overworked teams.

🔍 In This Episode, You’ll Learn:💸 Why patient responsibility now makes up a critical share of urgent care revenue
📉 How unclear billing creates negative reviews, unpaid balances, and front desk burnout
📲 How digital-first billing reduces paper statements, call volume, and payment delays
⏱️ What an 8-day average payment velocity looks like in the real world
🤖 How AI agents and self-service billing tools reduce repetitive patient questions
🏥 Why improving the financial experience is essential to urgent care brand loyalty

🧠 About Our Guests:

Guy Bergman has spent over a decade in healthcare, including nearly six years working directly with urgent care clinics nationwide. Now at Inbox Health, Guy helps urgent care groups modernize their patient billing experience and collect every dollar they are owed. Originally from Cleveland, Ohio, Guy still calls it home!

Ed Sherlock is the SVP of Sales at Inbox Health with more than 15 years of experience in health IT and revenue cycle management. He previously spent seven years at athenahealth and brings deep expertise in helping healthcare organizations streamline billing operations and improve financial performance. Ed is also known for getting out of his comfort zone, including getting married in Turkey.

🔗 Resources & Mentions:Learn more about Inbox Health → https://www.inboxhealth.comConnect with Inbox Health on LinkedIn → https://www.linkedin.com/company/inboxhealth

Connect with Guy on LinkedIn → https://www.linkedin.com/in/guy-bergman-9a92a5a0/

Connect with Ed on LinkedIn → https://www.linkedin.com/in/edward-thomas-sherlock/

💬 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 [email protected]

🎵 Intro/Outro Music by Devin Smith: 

https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

Nick and Michael are kicking off 2026 with a deep dive into what’s really changing in clinic marketing—and why this year won’t be a repeat of 2025.

From rising ad costs to AI overload, this episode unpacks the major shifts already impacting patient acquisition, digital trust, and clinic visibility. It’s a no-fluff look at what clinics need to do now to stay ahead, stay seen, and stay open.

Whether you’re trying to scale or just survive, this is the clarity-packed conversation you need to start the year strong.

Here’s what they unpack:📈 Why paid media alone won’t get the job done anymore🤖 How AI saturation is eroding trust across social and search💸 Why ad costs are rising in every industry—and what to do about it📉 The hidden cost of a weak conversion system🎯 Why omnipresence and branding will separate the winners this year💥 What private equity and consolidation mean for independent clinics💡 How “experimental ad dollars” can help you hit the lottery in 2026🧠 The mindset shift clinics need to build real retention and long-term value

This episode is part strategy session, part call to action—and 100% focused on helping you grow a sustainable, profitable clinic brand in 2026.

🔗 Resources & Mentions:

• Join the Clinic Growth Mastermind: ⁠⁠https://clinicgrowthmastermind.com/⁠⁠
• Subscribe on YouTube for upcoming webinars: ⁠⁠https://www.youtube.com/@PatientCareMarketingPros⁠⁠
• Learn about PCMP’s 90-Day Patient Acquisition Framework: ⁠⁠https://patientcaremarketingpros.com/schedule-a-call/⁠⁠
• Experity’s upcoming conference: ⁠⁠https://www.experityhealth.com/resources/events/⁠⁠ 💵 Use Code: UCC_PatientCareMarketingPros26 for $100 off your registration 💵
• Urgent Care Association (UCA): ⁠⁠⁠https://www.ucaoa.org/⁠⁠

💬 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 [email protected]

🎵 Intro/Outro Music by Devin Smith: 

https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

As we take a short break for the holidays, we’re switching things up with a rewind of one of our most-downloaded, most-talked-about episodes ever.

In this replay from the UCA Conference in Dallas, Michael Ray walks through one of the most overlooked, high-impact growth opportunities in urgent care: your front desk. Spoiler alert—this session struck such a chord, it’s now evolving into a full training offering for urgent care teams.

If you’re ready to turn your front desk into your secret sales team, improve patient conversion, and stop leaking marketing dollars, this episode is packed with practical insights, scripts, and strategy.

We’ll be back with fresh episodes in the new year—but in the meantime, this one’s well worth a second listen. Happy holidays, and we’ll see you in 2026!

💬 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/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? Reach out—we’d love to hear from you! Email us at [email protected]🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

This week, we’re handing the mic to the woman who keeps the PCMP machine moving: Hannah Green.

In this behind-the-scenes, end-of-year episode, Michael sits down with Hannah, our Marketing Director and the strategic engine behind Walk-Ins Welcome and Patient Care Marketing Pros, for an off-the-cuff chat about her journey, her passions, and what really goes into building connection in the urgent care space.

From reading goals and Riverside quirks to serious moves in urgent care advocacy, Hannah opens up about what made 2025 such a pivotal year for both her and the PCMP brand.

Here’s what’s inside:

🧠 How a solo trip to Experity Connect boosted Hannah’s confidence and shaped our strategy

📣 Why urgent care advocacy is part of our future

📚 A cult memoir, a Hunger Games prequel, and Hannah’s top book of 2025

🎙️ Why this team runs on “Toddlers and Tiaras” energy—and what that actually means

📈 What made our webinars and Facebook ads finally click in 2025

💌 The email open rate secret—and why Hannah really wants to hear from you

💡 A preview of our 2026 Mastermind (psst... join the waitlist!)

👋 Meet Hannah GreenWith experience in graphic design and digital marketing, Hannah brings both creative vision and strategic insight to everything she touches. As the Marketing Coordinator for Patient Care Marketing Pros, she leads all in-house marketing initiatives, ensuring our brand voice stays cohesive, human, and powerfully positioned across every platform.

At the heart of Hannah’s work is a passion for creating content that builds trust and genuine connection. From social media strategy and brand messaging to podcast production and event marketing, she crafts content that speaks clearly and resonates deeply. She also oversees our digital presence on platforms like Facebook, LinkedIn, YouTube, and TikTok, driving content strategy in close collaboration with our SEO and Paid Ads teams to maximize both organic and paid performance.

When she’s not creating content, you’ll find her hanging out with her cat, Mews, snapping photos of hot dogs (just for the bit), and finding creative ways to reduce her screentime. Usually that means reading, cooking, making art, or spending quality time with friends.

🔗 Resources & Mentions:

🤝 Connect with Hannah on LinkedIn: https://www.linkedin.com/in/hannahlgreen/

📥 Join the 2026 Mastermind Waitlist: A no-pitch, in-person gathering of urgent care leaders committed to growth.
https://clinicgrowthmastermind.com/

📺 Subscribe on YouTube: Every episode is available in full video format.
https://www.youtube.com/@patientcaremarketingpros9205

📧 Contact Hannah: Want to say hey, ask a question, or just let her know you’re reading the emails?
[email protected]

🎧 Subscribe to the Podcast: Walk-Ins Welcome is available on Spotify, Apple Podcasts, and wherever you listen.

💬 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 [email protected]

🎵 Intro/Outro Music by Devin Smith: 

https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

This week, Nick and Michael are cracking open the stats—and the gratitude—as they reflect on the year you helped build.

In this upbeat, data-packed, end-of-year episode, the guys pull back the curtain on what 2025 looked like for the Walk-Ins Welcome podcast, from wild growth metrics to the one episode that absolutely crushed it (hint: it’s all about the front desk).

You’ll hear the full behind-the-scenes scoop, from Spotify Wrapped insights to stories from the road and what’s coming for 2026. Spoiler: there’s a mastermind. And yes, we’re finally redoing the studio.

Here’s what’s inside:

📈 71% increase in listening time—and what that means

👥 999% growth in new audience (yes, seriously)

📹 Why video content is part of the next evolution

🏆 Episode 189 (with Ava Winslow of Flip AI) and why it resonated

🎧 How you helped land Walk-Ins Welcome in the top 15% of videos on Spotify

💌 Why being one of the most shared podcasts on Spotify means more than you know

💡 A sneak peek at the 2026 PCMP Mastermind—and how to join the waitlist

Nick and Michael also get real about what makes this community of urgent care pros so special—and why your loyalty, shares, and feedback keep this whole thing going.

🔗 Resources & Mentions:

• 2026 Clinic Growth Mastermind: An upcoming in-person gathering for urgent care leaders to share what's working, what's not, and how to grow together—no vendors, no pitches, just real collaboration.

  📥 Join the waitlist: https://clinicgrowthmastermind.com/

  
  

• Episode 189: Ava Winslow from Flip AI: The most popular episode of 2025, diving into how AI is reshaping the front desk and improving patient experience.

  ▶️ https://open.spotify.com/episode/2YCHjJDTWmT70t49Ok3xyJ?si=zhHkuKGOR-y6DTvIpi-iqg

  
  

• Flip CX: A trusted AI voice solution that PCMP recommends for front desk automation.
  🔗 https://flipcx.com/

  
  

• YouTube Channel: Every episode is available in full video format. If you haven’t watched the podcast yet, now’s the time.📺 https://www.youtube.com/@patientcaremarketingpros9205

  
  

• Contact PCMP: Got a question, comment, or just want to send Nick a little love after he joked about not being popular enough? 😂

  📬 [email protected]

💬 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 [email protected]

🎵 Intro/Outro Music by Devin Smith: 

https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

This week’s episode features a clip from our recent webinar, "Value vs. Vanity Metrics," a candid conversation about which numbers actually matter in urgent care marketing.

Too many clinics are still chasing clicks instead of patients, and it’s costing them big.

We’re cutting through the noise and focusing on what really drives growth.

We cover:📊 The difference between branding metrics and growth metrics💸 Why impressions, likes, and clicks can mislead your budget📞 What “real” conversions look like (and how to track them)📉 How to calculate your true cost per lead and cost per patient🔁 Why repeat visits matter more than you think📍 What local search visibility actually means — and how to improve it

If you’re planning for a more profitable 2026, this episode will help you define success with metrics that matter — and finally hold your marketing accountable for real results.

🔗 Resources & Mentions:Access the webinar: https://webinars.patientcaremarketingpros.com/value-vs-vanity

💬 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 [email protected]

🎵 Intro/Outro Music by Devin Smith: 

https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

Nick and Michael are diving into one of the strangest, most unexpected trends affecting urgent care patient volume in 2025.

What do Google search trends, flu season, and a total lack of hurricanes have in common? More than you think.

In this data-backed (but totally human) episode, the guys break down a theory that’s been stirring in real client conversations, Google Trends graphs, and a surprising comment from Alabama’s favorite weatherman.

Here’s what they unpack:
🌡️ Why urgent care search demand is down 20–30% compared to last year
💻 How real-time Google Trends can reveal hidden shifts in patient behavior
💰 Why fewer people are “sick enough” to justify a copay right now
🌪️ What hurricane pressure systems have to do with sinus drainage and clinic visits
🧠 The mindset behind skipped visits—and what it means for your marketing
📉 What clinic owners can (and can’t) control when volume dips

This episode is part insight, part weather report, and 100% focused on helping you understand what’s really happening with patient behavior right now so you can lead with clarity and prepare for what’s next.

🔗 Resources & Mentions:

• Join the Clinic Growth Mastermind Wait List! https://clinicgrowthmastermind.com/
• Google Trends: https://trends.google.com/
• James Spann (Alabama Meteorologist): https://abc3340.com/weather
• Learn about Patient Care Marketing Pros' 90-Day Patient Acquisition Framework: https://patientcaremarketingpros.com/schedule-a-call/

💬 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 [email protected]

🎵 Intro/Outro Music by Devin Smith: 

https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

When it comes to urgent care, Dr. Josh Russell is the real deal. Chief Medical Officer at UCP Merchant Medicine, editor of UC Max and CorePendium, AI advisor, board-certified medical editor, and now host of the new podcast The Focused Exam—Dr. Russell brings the rare mix of clinical excellence, tech-savvy, and straight-up curiosity that today’s medical landscape desperately needs.

In this episode, Nick and Michael sit down with Dr. Russell to explore the real-world impact of AI in urgent care and how tools like Intellivisit are redefining patient flow, documentation, and burnout. From automating charting and streamlining care delivery to teaching clinicians how to embrace a growth mindset, Josh unpacks how AI—when done right—can help bring humanity back to medicine.

And yes, we also talk DJ names, Jeopardy dreams, and the one thing patients really want (but rarely ask for) in a visit.

🔍 In This Episode, You’ll Learn:

🧑‍🏫 Why “doctor” still means “teacher”—and how patient education drives retention💻 How Intellivisit is reshaping workflow, documentation, and decision support⏳ What AI can (and can’t) do to fix burnout and reclaim time with patients🩺 Why the biggest shift clinicians need to make isn’t technical—it’s mental🎧 How Dr. Russell is using DJing, podcasting, and entrepreneurship to beat burnout and expand what it means to be a modern physician

🧠 About Our Guest:Dr. Josh Russell is the Chief Medical Officer at UCP Merchant Medicine, a board-certified emergency physician, medical editor, and host of the upcoming podcast The Focused Exam. With deep experience in clinical care, AI-powered workflow design, health tech strategy, and physician coaching, Dr. Russell is on a mission to rewire what success looks like for modern clinicians. He’s also a trivia enthusiast, aspiring Jeopardy contestant, and hobbyist DJ under the name Ultra Sound. No, really.

🔗 Resources & Mentions:

• Learn more about Intellivisit → intellivisit.com

• Explore Josh’s work and podcast → thefocusedexam.com

• Connect with Dr. Josh Russell on LinkedIn → linkedin.com/in/joshua-russell-md

This week’s episode features a clip from our recent webinar, The Cost of Digital Marketing — a deep dive into what urgent care owners and operators really need to know about marketing budgets in 2026.

We’re breaking down the dollars, data, and decisions that drive real growth — not just clicks.

We cover:

💰 Why marketing costs are rising even with AI on the scene
📈 How to budget smarter for awareness, conversion, and retention
🌐 Why your website is your digital brick-and-mortar — and what it should actually cost
🔍 How to find your ad spend “sweet spot” without wasting dollars
⚙️ The systems that separate sustainable growth from guesswork
💡 Common mistakes clinics make (and how to fix them before next year)

If you’re setting your marketing budget for 2026, this episode will help you make confident, informed decisions — and understand exactly where your money should be going.

🎙️ Don’t miss what’s next: Join our upcoming live webinar on Thursday, November 20, where we’ll dig into Value vs. Vanity Metrics — how to stop chasing empty numbers

Register here: https://webinars.patientcaremarketingpros.com/value-vs-vanity

🔗 Resources & Mentions:

Access the webinar: https://webinars.patientcaremarketingpros.com/cost-of-marketing

💬 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? Reach out—we’d love to hear from you! Email us at [email protected]

🎵 Intro/Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

When most people talk about AI in healthcare, the conversation gets crowded fast—hype, fear, jargon, and yet another “innovative solution.” But for Justin Mardjuki, CEO of Sayvant, the focus is simple: help urgent care teams deliver better care, faster, with less stress—and actually connect with patients again.

In this episode, Michael and Nick sit down with Justin to explore how Savant is putting a truly human spin on clinical AI. From reducing documentation burdens and improving chart quality to making EMR integration less painful, Savant is doing more than just talk about outcomes—they’re proving them, chart by chart, shift by shift.

You’ll hear how AI can empower clinicians, boost billing accuracy, and improve the patient experience—without taking over the exam room. We also talk about real adoption barriers, AI fatigue, and what it actually takes to change behavior in a system built on routine.

This one’s packed with smart takes, real examples, and a grounded perspective on the future of AI in urgent care.

🔍 In This Episode, You’ll Learn:

🧾 Why AI-powered documentation is more than just a “nice to have”📉 How to reduce late charts and missed billing opportunities without EMR overhauls🧠 What it really takes to get clinicians to trust and adopt new tech👁️ How AI is helping bring back eye contact and real conversation at the point of care🚀 Why seeing is believing—and how 100 charts can change your workflow for good

🧠 About Our Guest:

Justin Mardjuki is the Co-Founder and CEO of Sayvant, a clinical AI platform purpose-built for acute care. With a background in healthcare tech and leadership roles at companies like Box and Lifeline, Justin brings both the innovation mindset of Silicon Valley and the practical understanding of frontline medical challenges. Together with his team (including a co-founder who’s an emergency doc), he’s helping urgent care clinics chart faster, bill better, and bring humanity back to medicine.

🔗 Resources & Mentions:

• Visit Sayvant → sayvant.com

• Connect with Justin → https://www.linkedin.com/in/justin-mardjuki/

• Learn more about the company → https://www.linkedin.com/company/sayvant/

💬 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? Reach out! We’d love to hear from you! Email us at [email protected]

🎵 Intro/Outro Music by Devin Smith: 

https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ