Ava Winslow knows exactly where most urgent cares are bleeding revenue, and it starts at the front desk.

As the founding account executive on Flip’s healthcare vertical, Ava brings a sharp perspective on how conversational voice AI is transforming phone interactions into a competitive advantage for clinics. With a background that spans hospitality, enterprise SaaS, and now healthcare technology, she’s helping providers rethink what patient communication can and should look like.

In this episode, Ava joins Michael and Hannah in-studio for a conversation packed with insight, data, and a little bit of sass. Flip launched its healthcare solution just last year, and it’s already answering calls for hundreds of clinics, integrating with platforms like Experity, and driving real results—like reducing missed call rates by nearly 50% in just a week.

From missed calls and visit conversions to outbound engagement and integration deep dives, this episode offers a front-row seat to what the future of front desk support really looks like—and how urgent cares can start benefiting from it right now.

Whether you’re dealing with staffing gaps, scaling pains, or just tired of “press 1 for more frustration,” this one’s for you.

🔥 In This Episode, You’ll Learn:

📉 Why 40% missed call rates are more common than you think—and how Flip cuts that fast

📞 What “listen mode” is and how it builds a smarter, faster patient experience

🤖 Why voice AI isn’t about tricking patients, it’s about serving them better (with grace)

🔁 How Flip is using outbound calls to rebook canceled visits and recover revenue

💬 What patients really think about talking to AI—and why the results might surprise you

💡 How voice AI can support everything from labs and refills to RCM and visit reminders

🚀 Why partnerships like Flip + Experity are giving clinics an edge in patient communication

🔗 Resources & Mentions:

Connect with Ava Winslow on LinkedIn: https://www.linkedin.com/in/ava-winslow-529b94150/

Learn more about Flip: https://flipcx.com/

Need the replay of our latest webinar? Access the on-demand version: https://webinars.patientcaremarketingpros.com/front-desk-evolution

💬 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/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 hello@patientcaremarketingpros.com

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

This week, Nick and Michael take a fiery deep dive into the origin of branding (yes, the cattle kind) and what it reveals about how urgent care clinics build reputation, loyalty, and trust in a crowded market.

From cowboys with hot irons to orange juice campaigns that changed breakfast forever, this episode explores how great brands aren’t just seen—they’re felt. Whether you're running one location or scaling across a region, understanding brand equity might be the missing piece to your growth strategy.

This isn't theory. It's a real-world look at how branding drives conversions, loyalty, and even ad performance—especially in the urgent care space, where most clinics still lead with a red sign and hope.

So saddle up! Because your brand might be the only thing that makes a patient choose your cow over the one across the street.

🔥 In This Episode, You’ll Hear:🐄 Why branding started with a hot iron and a cow🧠 How emotions—not logos—drive patient decisions🥤 What orange juice and urgent care have in common🚪 Why a mediocre brand makes even great care forgettable📈 How better branding lowers your cost per acquisition🏥 What fast food and urgent care chains get right (and wrong) about consistency

💬 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 hello@patientcaremarketingpros.com

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

Alan Ayers has helped shape urgent care as we know it, and he’s still helping operators across the country start, grow, and improve their clinics with smarter strategy and fewer missteps.

With nearly 20 years in the space, Alan has done it all: CEO, COO, consultant, dealmaker, and senior editor at The Journal of Urgent Care Medicine. He has also served on the board of the national Urgent Care Association and launched or advised on more urgent care centers than most people can count as the president of Urgent Care Consultants.

In this episode, he joins Nick and Michael to break down what separates thriving urgent cares from the ones that quietly fade out. From picking the right real estate to navigating contracts, marketing, and operations, this conversation is packed with insight for any physician, owner, or investor looking to get urgent care right the first time.

They dig into everything from location selection and naming strategy to digital presence, launch marketing, and how to avoid the common traps that sink new clinics before they ever get going.

Whether you’re opening your first center or reevaluating how to grow smarter, this episode is a must-listen. Alan’s perspective is grounded, practical, and hard-earned, and he’s not afraid to call out what’s working and what’s not in today’s market.

🔥 In This Episode, You’ll Learn:

📍 Why location is still the number one success factor and how to find your “A” spot using real data

💸 How low rent can become a high-cost mistake and what landlords don’t tell you

📊 What to look for in a startup budget and how much to spend on a grand opening campaign

🧠 Why your urgent care name and digital setup matter more than you think (especially on Google)

🚀 What makes a clinic launch fail and how the best urgent cares scale with intention

🗺️ How patient expectations like speed, service, and convenience should shape your operations

🏥 Why good front desk service matters just as much as great clinical care

🔗 Resources & Mentions:

Urgent Care Consultants: https://www.urgentcareconsultants.com

Alan’s Industry Resource Hub: https://www.alanayersurgentcare.com

Connect with Alan on LinkedIn: https://www.linkedin.com/in/alanayers/

Summer Surge On-Demand Experity Webinar:

https://www.experityhealth.com/webinars/drive-patient-visits-with-marketing-and-outreach/?utm_source=linkedin&utm_medium=li-lead-gen-form&utm_campaign=sumsurgeweb&utm_term=PE&utm_content=link

💬 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/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 hello@patientcaremarketingpros.com

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