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Walk-Ins Welcome: A Healthcare Marketing Podcast episodes
- Ep. 184: How the UCA Is Fighting for Higher Urgent Care Reimbursement - Interview with Kristin Rastatter from the Urgent Care Association
🎙️ 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/17307710
This 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 Meals on Wheels, where she discovered a deep passion for helping underserved communities. At UCA, she’s taken that energy to the national stage—collaborating with the Association’s lobbyist, McDermott+, and leading conversations with CMS and lawmakers to fight for better reimbursement, reduce emergency department overutilization, and advocate for policy change that benefits urgent care centers.
And now, she’s bringing that same mission to the mic—Kristin is launching The Advocacy Podcast, a new show dedicated to unpacking policy updates, sharing behind-the-scenes stories from Capitol Hill, and showing how advocacy can be both impactful and fun. Expect expert guests, grassroots insights, and practical ways you can get involved—whether you're an owner, provider, or team member.
🔥 In This Episode, You’ll Learn:
🏛️ Why UCA is pushing for a new CMS place-of-service code and G-code for enhanced urgent care centers
📈 How CMS and commercial payers are being engaged to address stagnant reimbursement rates
🤝 What urgent care owners can do today to contribute to advocacy efforts
📬 How personal stories and real clinic data are moving federal conversations forward
🎙️ What to expect from The Advocacy Podcast
🔗 Resources & Mentions:Connect with Kristin on LinkedIn: https://www.linkedin.com/in/kristin-rastatter-b862b1255/Learn more about UCA’s Advocacy Work: https://urgentcareassociation.org/uc-advocacy/
💬 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
44 min - Ep. 183: Episode Rewind - The EOS Framework That Took a Business from Chaos to Clarity
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 talking 3x revenue growth, 7x profit, and building a company that could run without him. If you’re feeling stuck in the day-to-day or wondering what it takes to scale sustainably, this episode is a must-listen.
Let’s dive into this encore—enjoy the replay!
💬 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
36 min - Ep. 182: The Front Desk Evolution: Turning Your Front Desk into a Profit Center (Full UCA Talk)
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, this session is loaded with actionable strategies you can take back to your clinic immediately.
If you're ready to stop leaving thousands of dollars in missed appointments on the table, this is the episode for you.
🔥 In This Episode, You’ll Learn:
📞 Why missed calls = missed revenue—and how to fix it
📊 What happens when you reframe your front desk as a conversion point, not a cost center
💬 How better scripts, faster answers, and proactive follow-ups drive patient bookings
🤖 How AI tools can support your front desk staff and save hundreds of hours
💡 Real-world examples, call scripting tips, and a toolkit to take back to your team
🏥 Why front desk training may be your highest-ROI move in 2025
🔗 Resources & Mentions:
📗 Access the Front Desk Evolution Resources – Call Scripts, Slides, etc.📅 Register for the Front Desk Evolution Webinar – June 26th at 12 PM EST
💬 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
43 min - Ep. 181: Urgent Care Association 2025 Convention Recap
Michael is back 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 afterthought—and it’s costing them thousands in lost patient opportunities.
This one is part conference recap, part culture commentary (yes, Uber stories included), and all about what healthcare leaders should be paying attention to if they want to grow their clinics in 2025 and beyond.
🔥 In This Episode, You’ll Learn:
📈 Why answering the phone is still the biggest patient volume unlock
🪑 What happens when your front desk staff becomes your sales team
🎙️ How the Walk-Ins Welcome podcast made waves in Dallas
📊 Real-time feedback from urgent care leaders and what it confirms about front desk operations
🏨 Vegas vs. Dallas: Which UCA venue delivered the best experience
🎡 Behind the scenes at Meow Wolf Dallas (and how it compared to Vegas)
🚘 Uber roulette and the wild ride of business travel🔗 Resources & Mentions
🩺 urgentcareassociation.org
🎤 Catch us next year: UCA 2026 in Chicago!💬 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
34 min - Ep. 180: Inside the Clinic: ROI-Driven Strategies from a 24-Clinic Brand - Interview with Chryssa Rich from Primary Health Medical Group
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. You’ll hear what’s worked, what hasn’t, and what most clinics are still getting wrong when it comes to measuring ROI, driving repeat visits, and building long-term brand trust in their communities. From billboards to direct mail to an in-house built real-time patient waiting widget, Chryssa shares how Primary Health mixes old-school and new-school tactics to keep waiting rooms full and patients coming back. This episode is packed with marketing takeaways for urgent care clinic owners, directors, and anyone juggling strategy with daily operations—and it’s a must-listen for any startup clinic trying to scale without wasting money on the wrong moves.
🔥 In This Episode, You’ll Learn:
📈 How Primary Health measures marketing ROI across 24 clinics
📍 Why location signage does matter—but only to a point
📬 Why direct mail still works (and how they track it to patient visits)
📲 How their new Patient Waiting Widget boosts the patient experience🎯 Why repeat visits happen in the first 90 days—or not at all
💡 The difference between urgent care, primary care, and pediatric marketing
🧠 Why most urgent care clinics underutilize their front desk for marketing
🛠️ Resources & Contact Info
👩💼 Connect with Chryssa Rich (Primary Health Medical Group):
🔗 Chryssa’s LinkedIn - https://www.linkedin.com/in/chryssa-rich/
🏥 Primary Health Medical Group - https://www.primaryhealth.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? 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
37 min - Ep. 179: How to Use Google Ads to Beat the Summer Slump
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 visibility during the slower months.
🔥 In This Episode, You’ll Learn:
🏗️ Why relying on one marketing channel is like building your clinic on rented land
🚀 How omnipresence can 2X or 3X your patient volume over time
📻 Why brand awareness (even old-school methods) still matters today
🎯 How grassroots marketing and digital marketing can work together
⛔ What happens when Google, Facebook, or another platform changes the rules overnight
🔎 Why word-of-mouth isn’t a marketing plan—it’s a bonus
📊 How to build a multi-channel marketing strategy that’s sustainable and scalable💬 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
33 min - Ep. 178: Why Relying on One Marketing Channel Will Fail Your Urgent Care (and What to Do Instead)
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 reminder that omnipresence (not just Google Ads) is the real secret to scaling.
🔥 In This Episode, You'll Learn:
🏗️ Why relying on one marketing channel is like building your clinic on rented land
🚀 How omnipresence can 2X or 3X your patient volume over time
📻 Why brand awareness (even old-school methods) still matters today
🎯 How grassroots marketing and digital marketing can work together
⛔ What happens when Google, Facebook, or another platform changes the rules overnight
🔎 Why word-of-mouth isn’t a marketing plan—it’s a bonus
📊 How to build a multi-channel marketing strategy that’s sustainable and scalable
💬 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
31 min - Ep. 177: Are You Flying Blind? VFR vs IFR in Urgent Care
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 it—and start scaling with purpose.
🔥 In This Episode, You’ll Learn:
🧭 The difference between VFR and IFR pilots—and what that has to do with your clinic's growth
📉 Why “flying by sight” keeps so many urgent care owners stuck at one location
🛫 How to build systems that support scale—without you in the center of everything
🔧 What upgrading your "instruments" (EMR, scheduling, team, culture) really looks like
🧠 Why a clinic with no vision is just... drifting
💥 How fear of failure stops most clinic owners from taking the leap
📈 A step-by-step framework for creating a flight plan that actually gets you there
💬 Stay Connected
Follow us on LinkedIn, Facebook, 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/
Facebook:
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
34 min - Ep. 176: How Athena's EHR Helped TrustCare Scale to 12 Urgent Care Locations - Interview with Jim Dhein from athenahealth and Warren Herring from TrustCare Health
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 grow a multi-location clinic with Athena as your EHR and patient management platform.
Jim Dhein has spent his entire career in healthcare—from clinical diagnostics to sales leadership—and now serves as Director of Urgent Care at athenahealth, where he focuses on helping clinics scale smarter with better tools.
Warren Herring founded TrustCare in 2012 and has grown it into one of the region’s largest independent urgent, primary, and pediatric care groups. With degrees from Samford and Tulane, and a track record of expansion into mental health and primary care, Warren brings the real-world operator perspective to this tech conversation.
From ambient AI tools like SUKI and automated phone systems like Flip, to the practical pain (and payoff) of switching EHRs, this is a can't-miss for clinic owners serious about scaling.
🔥 In This Episode, You’ll Learn:
🏥 Why TrustCare left their original EHR and how athena helped them scale
🧠 What makes athena’s open platform ideal for growing urgent care groups
📲 How TrustCare uses AI to streamline operations and improve patient experience
📅 Why summer is the best time to switch software (even if it’s still painful)
💡 The difference between vendors and true business partners
📉 Why clinics that delay tech upgrades risk falling behind
🎯 How to track ROI on digital ads—even when your EHR won’t play nice🛠️ Resources & Contact Info
📧 Connect with Jim Dhein (athenahealth): [email protected]
🔗 Jim’s LinkedInhttps://www.athenahealth.com/
https://www.athenahealth.com/who-we-serve/urgent-care
👨⚕️ Connect with Warren Herring (TrustCare Health):
🔗 Warren’s LinkedIn
🏥 TrustCare Health on LinkedIn
https://trustcarehealth.com/
📅 Register for our AI Powered Clinic webinar coming this May— https://webinars.patientcaremarketingpros.com/ai-powered-clinic
💬 Stay Connected
Follow us on LinkedIn, Facebook, and Instagram 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
44 min - Ep. 175: Why Good Advertising Isn’t a Cost—It’s a Revenue Engine
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 works—and what separates the thriving clinics from the struggling ones.
It’s part tough love, part strategy session, and 100% focused on helping you get more patients through your doors.
🔥 In This Episode, You'll Learn:
💸 Why thinking of ads as “just a cost” is killing your clinic’s growth🔁 The math behind patient acquisition—and how good ads can fund themselves📉 The dangers of cutting your marketing budget when things get slow🧠 How to shift your mindset from “spending” to “scaling”📊 Why SEO is a result, not just a service (and how to earn it)👨⚕️ Why your Google Ads should be your hardest-working employee🚫 The myth of word-of-mouth as a scalable strategy🔍 Common reasons marketing fails—and how to fix them
🛠️ Resources
🎧 Want help hitting $20 or less in cost-per-patient? Don’t miss our upcoming Google Ads for Urgent Care webinar → https://webinars.patientcaremarketingpros.com/google-ads-1638
💬 Stay Connected
Follow us on LinkedIn, Facebook, and Instagram 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
33 min
About Walk-Ins Welcome: A Healthcare Marketing Podcast
From the publisher's feed
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.