Walk-Ins Welcome: A Healthcare Marketing Podcast

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We’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 decade in emergency medicine. As the Director of Angel Urgent Care, Simon is passionate about delivering fast, high-quality care and driving innovation in the urgent care space. His focus on improving patient flow, leveraging AI, and building strong healthcare partnerships offers a fresh perspective for U.S. clinic owners.

From building patient trust to using AI tools to stay lean and efficient, this conversation is packed with insights that every urgent care operator can apply.

🔥 In This Episode, You'll Learn:

🧠 How Simon is educating patients in a market unfamiliar with urgent care

📱 Why AI scribing is helping him cut documentation time dramatically

⭐️ Smart tactics for collecting 5-star Google reviews (and how giveaways could help)

🚪 Door-to-door time expectations in both countries—and why timing matters

📈 The growing role urgent care is playing as a primary care alternative

💡 What U.S. clinics can steal from Australia’s urgent care startup journey

🏥 Simon’s long-term vision to scale through collaboration, not chaos

🔗 Resources

👋 Connect with Simon: https://www.linkedin.com/in/dr-simon-rohde-9a8a3698/

🌐 Angel Urgent Care: https://www.urgentcarebne.com.au/

🤖 AI tools mentioned: DeepScribe, Suki, Nabla

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

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Nick 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 difference between conversions and actual acquisitions, they cover the data, the strategy, and why many clinics are unknowingly feeding Google bad information. Plus, hear why brand recognition matters less than proximity, and how fast food chains like Chick-fil-A and McDonald's offer surprisingly useful comparisons for urgent care success.

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

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Nick 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 but powerful details that made the experience exceptional and discuss how urgent cares can apply these lessons to create a more efficient, comforting, and memorable visit for their patients. Plus, we touch on the future of urgent care with emerging trends like urgent care pods and digital-first check-ins. Tune in for insights, laughs, and yes—some wild cat stories along the way!

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

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Nick 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 lasting loyalty. Plus, they break down practical ways clinics can automate follow-ups, train staff, and implement strategies that turn one-time visitors into lifelong patients. Don’t miss this actionable conversation on why the fortune is in the follow-up!

💬 Have a question or a story we should feature as an episode? Email us at ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠[email protected]

⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠🎵 Intro/Outro Music by Devin Smith:

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

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Nick 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 into the challenges of healthcare billing, the slow adoption of AI in the industry, and the future of automation in clinic operations. If you’re looking for ways to streamline your revenue cycle and cut unnecessary costs, this episode is a must-listen!

Book a demo with Ayo at Substrate.cc and see how AI can optimize your urgent care’s financial performance.

About Ayo:

Ayo Omojola is founder & CEO at Substrate AI. Substrate helps providers and practices get paid what they've earned, utilizing AI to automate key, tedious processes in revenue cycle. 

Previously, Mr. Omojola was the Chief Product Officer of Carbon Health, a technology enabled primary care and urgent care provider, where he helped grow the company 20x in 3 years. Before that, Mr Omojola was the founding product lead on the banking team for Cash App at Square. He co- created the Cash Card and scaled it as one of the fastest growing card programs in history, and a  nine-figure revenue line for Cash App (and one of Square’s fastest growing products). Before Cash App, he founded Hipmob (YCombinator W12). Hipmob’s in-app messaging solution was used by leading companies like Rackspace and Samsung SmartThings. As founder/CEO, he built and scaled Hipmob across product, design, sales & marketing. Hipmob was acquired by Conversocial.com in 2017.

Connect with Ayo:

https://ayokunle.substack.com/

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

https://x.com/ay_o

💬 Have a question or a story we should feature as an episode? Email us at ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠[email protected]⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠🎵 Intro/Outro Music by Devin Smithhttps://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ🔗 Stay connected with Patient Care Marketing Pros!Website: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://patientcaremarketingpros.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Facebook: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.facebook.com/patientcaremarketingpros⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Instagram: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.instagram.com/patientcaremarketingpros⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠LinkedIn: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.linkedin.com/company/patient-care-marketing-pros/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠YouTube: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA⁠

📗 Check out our DIY Resource Toolkit: https://offer.patientcaremarketingpros.com/diy-toolkit

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, Geoffrey offers an exclusive risk-free 50-day trial of Fluency for Walk-Ins Welcome listeners by mentioning the podcast. Tune in to hear how AI can give urgent care clinics the tools they need to scale and deliver better care.

About Geoffrey:

Geoffrey is the co-founder and CEO of Fluency, a clinical AI copilot for urgent cares. Fluency uses AI to gather patient history -- including HPI, ROS, and PFSH -- in the waiting room and translates patient responses into clinical notes with predictive diagnoses, treatment plans, and relevant billing codes to allow for a streamlined patient encounter.

Geoffrey studied human biology as a premedical student from the University of Southern California. He was on the path for medical school before noticing the monotonous challenges that healthcare providers face daily, which inspired him to start Fluency. He aims to relieve workflow burdens at every step of the patient care journey, from automating intake to post-visit clinical notes.

At Fluency, Geoffrey is determined to bring the capabilities of AI to every urgent care, allowing clinics to see more patients.

Connect with Fluency:

https://www.instagram.com/fluencyhq

https://www.linkedin.com/company/fluencyhealth/

Connect with Geoffrey:

https://www.linkedin.com/in/geoffrey-gu-828843183/

💬 Have a question or a story we should feature as an episode? Email us at ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠[email protected]

⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠🎵 Intro/Outro Music by Devin Smith:

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

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We’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, and planning for inevitable industry changes. Plus, they share real-life examples of how staying in control of your business mindset can prevent burnout and improve patient care. Tune in for a candid conversation on leadership, mindset, and preparing your clinic for long-term success!

💬 Have a question or a story we should feature as an episode? Email us at ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠[email protected]

⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠🎵 Intro/Outro Music by Devin Smith:

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

🔗 Stay connected with Patient Care Marketing Pros!

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🚨 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 when urgent care clinics should transition from agency support to an in-house marketing team, the challenges of managing multiple brands, and the key strategies for long-term success. We also dive into shifting patient trends, seasonality, and the marketing tactics that truly move the needle. Whether you’re launching a new clinic or expanding your footprint, this episode is packed with insights you don’t want to miss!About Al:Al heads up the marketing department for MainStreet Family Care and it's sister brand KidsStreet Urgent Care. Across the two, there are 62 clinics (and growing) on the East Coast serving rural areas and families in small-to-medium metros, respectively. Al brings with him years of experience in branding, digital marketing, and strategy. Al's lean & talented marketing team is made up of diverse skillsets, personalities, and backgrounds executing across multiple digital, traditional, and field marketing channels.Connect with MainStreet Family Care:https://www.instagram.com/mainstreetfamilycare/ & https://www.facebook.com/MainStreetFamilyCare/Connect with KidsStreet Urgent Care:https://www.instagram.com/kidsstreeturgentcare/ & https://www.facebook.com/KidsStreetUrgentCare/💬 Have a question or a story we should feature as an episode? Email us at ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠[email protected]⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠🎵 Intro/Outro Music by Devin Smithhttps://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ🔗 Stay connected with Patient Care Marketing Pros!Website: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://patientcaremarketingpros.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Facebook: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.facebook.com/patientcaremarketingpros⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Instagram: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.instagram.com/patientcaremarketingpros⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠LinkedIn: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.linkedin.com/company/patient-care-marketing-pros/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠YouTube: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA⁠

📗 Check out our DIY Resource Toolkit: https://offer.patientcaremarketingpros.com/diy-toolkit

We 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, leveraging AI for patient care, and building a patient-centered, price-transparent practice. Plus, he shares key insights for anyone looking to start their own urgent care clinic, including why location isn’t everything and how to navigate insurance credentialing. If you're a clinic owner or entrepreneur looking to grow without breaking the bank, this episode is packed with actionable takeaways.

About Dr. Andy Miller:

Dr. Andy Miller is an experienced ER doctor and passionate patient advocate. During his career, he has moved from the ER bedside physician role, into leadership roles at other organizations, and has now started my own clinic. He believes that healthcare that is provider-owned, patient-centered, and price-transparent can be financially viable and represents a solution that can help fix America's broken healthcare system.  When he's not thinking about medicine, he is mountain biking, skiing, or raising his two teenage daughters.

Connect with Evergreen Urgent Care:

www.evergreenurgent.com

Connect with Dr. Andy Miller:

[email protected]

💬 Have a question or a story we should feature as an episode? Email us at ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠[email protected]⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

📗 Check out our DIY Resource Toolkit: https://offer.patientcaremarketingpros.com/diy-toolkit