In this episode of Walk-Ins Welcome, Nick and Michael sit down with Jonathan Moss from Experity to talk about one of the biggest missed opportunities in urgent care, repeat visits.

This conversation breaks down how AI is changing patient engagement, from the moment someone searches for care to the follow-up after they leave your clinic. Jonathan introduces CareAgent, Experity’s AI-powered patient engagement platform, and explains how it helps clinics reduce manual workload, improve communication, and create a more connected patient experience.

They also dig into what urgent care operators often miss, the gap between acquiring a patient and actually keeping them. If your clinic is focused on growth, this episode shows how better engagement can turn one-time visits into long-term patient relationships.

🔍 In This Episode, You’ll Learn:

📞 Why urgent care clinics lose patients after just one visit
🔁 How repeat visits impact long-term clinic growth
🤖 What CareAgent does and how it automates patient communication
⏱️ How AI reduces front desk workload and manual processes
📲 Why text messaging is becoming the primary communication channel
🧠 How AI uses patient data and context to personalize engagement
📈 How proactive outreach can bring patients back into your clinic
🏥 What “on-demand care” means for the future of urgent care
⚙️ Why workflow automation matters more than adding more staff
🚀 Where AI is headed and what clinics should prepare for next

🧠 About Our Guest:

Jonathan Moss serves as EVP & GM for Patient Engagement and CareAgent at Experity, where he leads the development of the industry’s first AI-native clinical intelligence platform. His work focuses on transforming how urgent care clinics connect with patients through a multi-agent system that automates communication, personalizes engagement, and unifies clinical and commercial workflows.

Through Experity’s platform, Jonathan helps power patient engagement strategies across more than 3,000 clinics, enabling healthcare organizations to improve access, streamline operations, and build stronger patient relationships at scale.

🛠️ Resources:

Experity: https://www.experityhealth.com/

Learn more about CareAgent: https://www.experityhealth.com/patient-engagement/

Connect with Jonathan Moss on LinkedIn: https://www.linkedin.com/in/mossjonathan/

Looking to grow patient volume, strengthen retention, and build a scalable marketing system? Explore PCMP’s 90-day patient acquisition framework: https://patientcaremarketingpros.com

💬 Stay Connected:

Follow us on Facebook, LinkedIn, and YouTube for updates, insights, 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 would love to hear from you.
Email us at hello@patientcaremarketingpros.com

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

This week’s episode features a clip from one of our recent webinars focused on how AI search is changing the way patients find urgent care clinics.

Search is no longer just “urgent care near me.” Patients are asking longer, more detailed questions through voice search and AI tools like ChatGPT, and those platforms are starting to control what information gets surfaced first.

In this session, Nick and Michael break down what that shift means for urgent care operators. They walk through how AI search works today, why some clinics are starting to lose visibility, and what you can do now to stay competitive as search continues to evolve.

If your clinic relies on Google for patient volume, this is a conversation you need to hear.

We cover:

📊 How patient search behavior is shifting from keywords to conversations
🗣️ Why voice search and AI tools are influencing patient decisions
📉 How AI summaries are reducing clicks to your website
🧠 The difference between SEO, AEO, and GEO, and why it matters
📄 Why your website needs to answer patient questions, not just list services
⭐ How reviews, listings, and trust signals impact AI visibility
📍 Why local SEO still plays a critical role in AI-driven search
🤖 What ChatGPT healthcare and AI ads could mean for urgent care marketing

If you want to stay visible and competitive in 2026, this episode will help you understand where search is heading and how to start adapting now.

🔗 Resources & Mentions:
Test your AI visibility by running your own prompts in ChatGPT or Gemini using your services and location!

Explore PCMP’s marketing resources: https://patientcaremarketingpros.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? 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

Turning around a struggling clinic can feel overwhelming, especially when patient volume starts dropping.

In this episode, Nick and Michael share the exact framework they presented at the Experity Urgent Care Connect conference for stabilizing and growing an urgent care clinic in 90 days. They walk through the three phases every clinic should focus on: fixing visibility, improving front desk conversions, and building stronger community engagement.

Along the way, they unpack common mistakes clinics make with marketing, call handling, and ad spending that quietly cost them patients every day. If your clinic feels stuck, this episode gives you a practical roadmap to rebuild patient volume and momentum.

🔥 In This Episode, You’ll Learn:

📉 Why declining patient volume is happening in many markets and what clinics can do about it

📞 How missed phone calls quietly destroy marketing ROI and cost clinics new patients

📍 Why your Google Business Profile matters as much as your physical clinic location

💬 How simple front desk scripting changes can dramatically increase bookings

🌐 Why local SEO and online reviews drive visibility in the “urgent care near me” search

🤝 How community partnerships with schools, gyms, and local organizations drive patient growth

📈 The three phase marketing framework to stabilize, accelerate, and sustain clinic growth

💬 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 hello@patientcaremarketingpros.com

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