Alan Ayers Resources and Thought Leadership in Urgent Care

Biographical Sketch:

Alan Ayers has over 10 years experience in strategic planning, business development, clinical operations, sales/marketing and customer service for urgent care, occupational medicine, and primary care facilities of all sizes.  In 2014, Ayers was recognized by the McGuireWoods law firm as one of the nation's 15 Urgent Care Thought Leaders as well as by the Ambulatory M&A Advisor as one of Urgent Care's Top 15 Influencers

Currently, Ayers serves as Vice President of Strategic Initiatives for Practice Velocity, LLC, the nation's largest service provider to the urgent care industry offering a propretiary electronic medical record and practice management platform as well as contracting and credentialling, billing, consulting, operations management, and acquisition services.  Practice Velocity serves over 1,200 urgent care centers.

A prolific and award-winning writer, Ayers is also practice management editor for The Journal of Urgent Care Medicine (JUCM), and has contributed nearly 400 original articles, blog entries and presentations on urgent care-related subjects.

Prior to serving as Chief Operating Officer of a hospital-affiliated urgent care network, Ayers was a consultant to the retail industry with clients like Walmart, McDonalds, Bank of America, and Verizon Wireless.  He graduated Phi Beta Kappa from the University of North Carolina, has an MBA from the University of Mississippi, and a Masters of Accounting from The Ohio State University where he graduated first in his class. 

Ayers has recently served on the Board of Directors of the Urgent Care Association of America (UCAOA) and for eight years, served the member base as UCAOA's Practice Management Content Advisor, providing expertise and guidance on emerging issues; identifying market and regulatory trends; defining content, planning educational programs, and speaking at industry events.  He has also served on the board of the Texas/New Mexico affiliate of Volunteers of America, a 125-year-old social services non-profit. Ayers is an FAA-licensed commercial pilot and resides in Northern Illinois.

Books:

Co-author and editor: Blackwell, Williams, Ayers, Consumer Driven Health Care, Atlas Books, 2005.

Contributor and editor, Consumer Behavior (10th Edition), Thomson South-Western, 2005.

Co-author and editor, Consumer Behavior 10th Edition Instructors Manual, Thomson South-Western, 2006.

Peer Reviewed Journals:

Fundamentals of Urgent Care Billing, Urgent Care Journal, October, 2006.

Fair Pricing for Self Pay Patients, Urgent Care Journal, December, 2006.

Ways to Improve Cash Flow, Urgent Care Journal, January/February, 2007.

Urgent Care Update: Conference Recap, Urgent Care Journal, June, 2007.

Boosting Revenue by Working Harder—or Smarter?, Journal of Urgent Care Medicine, February, 2008.

Playing to Win: Maximizing Profits in Urgent Care, Journal of Urgent Care Medicine, April, 2008.

Minding Your (Urgent Care) Ps and Qs, Journal of Urgent Care Medicine, June, 2008.

Managing Wait Times for Greater Customer Satisfaction, Journal of Urgent Care Medicine, September, 2008.

The Front Office: Window to Your Practice, Journal of Urgent Care Medicine, November, 2008.

Making a Case for Hospital Urgent Care, Journal of Urgent Care Medicine, January, 2009.

Getting the Word Out: An Introduction to Urgent Care Advertising, Journal of Urgent Care Medicine, March, 2009.

Putting Patients First: Redefining Quality in the Patient Experience, Journal of Urgent Care Medicine, May, 2009.

Creating a Web Presence to Raise Awareness of Urgent Care, Journal of Urgent Care Medicine, July/August, 2009.

Utilizing Social Media to Drive Visits to Your Website and Urgent Care Center, Journal of Urgent Care Medicine, October, 2009.

Building Urgent Care Referral Relationships: Pharmacies and Retail Host Clinics, Journal of Urgent Care Medicine, January, 2010.

Building Urgent Care Referral Relationships Part 2: EDs, PCPs and Specialists, Journal of Urgent Care Medicine, February, 2010.

Protecting the Urgent Care Center from Sexual Harassment Claims, Journal of Urgent Care Medicine, April, 2010.

This article won a 2011 Gold Award for “Best How to Article” from the American Society of Healthcare Publication Editors (ASHPE).

--ASHPE Announcement

--Concentra Press Release

--JUCM Editor-in-Chief Letter

Agencies Can Extend Clinical Recruiting and Staffing Capabilities, Journal of Urgent Care Medicine, July/August, 2010.

Getting Paid: Ten Steps to Reducing Accounts Receivable, Journal of Urgent Care Medicine, January, 2011 (Web Exclusive).

Competitive Analysis to Stand Above the Crowd, Journal of Urgent Care Medicine, April, 2011.

Enhancing Profits With Immigration Physicals, Journal of Urgent Care Medicine, May, 2011.

Take Patient Satisfaction to the Next Level, Journal of Urgent Care Medicine, October, 2011.

Motivate Your Front-line Staff with Enlightened Leadership, Journal of Urgent Care Medicine, January, 2012.

Workplace Bullying and its Cost to the Urgent Care Operation, Journal of Urgent Care Medicine, March, 2012.

Workplace Gossip in Urgent Care: The Impact of Toxic Talk, Journal of Urgent Care Medicine, June, 2012.

Five Federal Regulations Urgent Care Operators Need to Know (Part One), Journal of Urgent Care Medicine, July/August, 2012.

Five Federal Regulations Urgent Care Operators Need to Know (Part Two), Journal of Urgent Care Medicine, September, 2012.

Wear Your Brand: Increasing Awareness of Your Urgent Care Center,  Journal of Urgent Care Medicine, November, 2012.

Making the Most of Locum Tenens in Your Urgent Care, Journal of Urgent Care Medicine, December, 2012.

Understanding the Occupational Medicine Landscape, Journal of Urgent Care Medicine, January, 2013.

Offering Wi-Fi in the Urgent Care Center, Journal of Urgent Care Medicine, February, 2013.

Language Interpretation Services in the Urgent Care Center, Journal of Urgent Care Medicine, March, 2013.

Dealing with Employee Termination: Smart Strategies for Optimizing Your Team,  Journal of Urgent Care Medicine, April, 2013.

Establishing Your Online Presence: Website Basics for Urgent Care Operators, Journal of Urgent Care Medicine, May, 2013.

Protecting Your Center Against Robbery, Journal of Urgent Care Medicine, July, 2013 (Web Exclusive).

Blended Clinics: More Than Just a Passing Fancy, National Association of Occupational Health Professionals Visions, Fall 2013, Volume 24.

Achieving Consistency and Scalability in Urgent Care Operations, Journal of Urgent Care Medicine, October, 2013.

Post-Visit Follow-up Calls: Improving Patient Satisfaction, Center Profitability and Clinical Outcomes, Journal of Urgent Care Medicine, November, 2013.

Improving Urgent Care Profitability Through Medical Supply Management and Accounting, Journal of Urgent Care Medicine, December, 2013.

Understanding the Freestanding Emergency Department Phenomenon, Journal of Urgent Care Medicine, February, 2014.

Expert Perspectives on Grassroots Marketing in Urgent Care, Journal of Urgent Care Medicine, March, 2014.

Marketing Strategies: School, Sports and Camp Physicals, Journal of Urgent Care Medicine, April, 2014.

An Urgent Care Operator's Guide to Hiring and Managing a Lawyer, Journal of Urgent Care Medicine, June, 2014.

Telemedicine's Impact on Urgent Care: What You Need to Know, Journal of Urgent Care Medicine, July, 2014.

Pros and Cons of Sale-Leaseback Financing for Urgent Care, Journal of Urgent Care Medicine, August, 2014 (Web Exclusive).

Psychiatric Treatment as an Urgent Care Model, Journal of Urgent Care Medicine, September, 2014.

Head in the Game: Cultivating the Mindset of a Successful Urgent Care Operator, Journal of Urgent Care Medicine, October, 2014.

Practical Considerations for Urgent Care Holiday Hours, Journal of Urgent Care Medicine, October, 2014 (Web Exclusive).

The Role of Urgent Care in an Integrated Delivery System: Insights from Kaiser Permanente, Journal of Urgent Care Medicine, November, 2014.

A Return on Investment Approach to Urgent Care Marketing, Journal of Urgent Care Medicine, December, 2014.

Developing an Inclement Weather Policy for Your Urgent Care Center, Journal of Urgent Care Medicine, January, 2015 (Web Exclusive).

A Process Approach to Differentiating Your Urgent Care Brand by Ensuring that Patients Leave Satisfied, Journal of Urgent Care Medicine, February, 2015.

         This article won a 2011 Gold Award for “Best How to Article” from the American Society of Healthcare Publication Editors (ASHPE).

         Practice Velocity Press Release:   https://www.practicevelocity.com/blog/alan-ayers-earns-national-award-article-jucm/

Image Check: Impact of Employee Appearance on the Patient Experience, Journal of Urgent Care Medicine, March, 2015.

The Great Flu Shot Conundrum, Journal of Urgent Care Medicine, March, 2015 (Web Exclusive).

Recognizing Employee Disengagement--And Taking Steps to Re-Engage; Journal of Urgent Care Medicine, April, 2015.

Converting Occupational Medicine Patients to Urgent Care; National Association of Occupational Health Executives Visions, April, 2015.

Six Elements of a Winning Patient Experience, Journal of Urgent Care Medicine, May, 2015.

Pharmacists With Prescribing Priviledges: A New Class of Medical Practitioner, Journal of Urgent Care Medicine, May, 2015 (Web Exclusive).

The Role of Urgent Care in an Integrated Care System: Insights from Intermountain Healthcare, Journal of Urgent Care Medicine, June, 2015.

Implications of Patients Recording Provider Encounters, Journal of Urgent Care Medicine, July, 2015.

Concussion Care Adds Value to an Urgent Care School, Sports and Camp Physical Program, Journal of Urgent Care Medicine, July, 2015 (Web Exclusive).

Investment Trends in Urgent Care: A Mergers and Acquistions Roundtable, Journal of Urgent Care Medicine, September, 2015.

Protecting Patients and Assets: Pre-Employment Background Checks and Drug Screening, Journal of Urgent Care Medicine, September, 2015.

Are Uber-like Medical Services Really a Practical Replacement for Urgent Care? , Journal of Urgent Care Medicine, October 5, 2015 (Web exclusive).
Making a Business Case for Urgent Care Holiday Hours, Journal of Urgent Care Medicine, October 28, 2015 (Web exclusive).
What the New Microchip Credit Cards Mean for Urgent Care, Journal of Urgent Care Medicine, November 9, 2015 (Web exclusive).
States Grapple with Their Own Regulatory Approach to Urgent Care, Journal of Urgent Care Medicine, November 24, 2015 (Web exclusive).
After Signing the Lease: Ensuring a Successful Build-Out of Your Urgent Care Center, Journal of Urgent Care Medicine, December 1, 2015..
Providing Health Insurance for Employees of Urgent Care Centers: An Obligation or Added Benefit? , Journal of Urgent Care Medicine, December 10, 2015 (Web exclusive).
Drug-Resistant Lice: A Nuisance or an Opportunity for Urgent Care? , Journal of Urgent Care Medicine, December 21, 2015 (Web exclusive).
The Importance of Having a Solid Job Description for Every Position in the Urgent Care Center, Journal of Urgent Care Medicine, January 1, 2016.
Janitorial and Maintenance Roundtable: Best Practices for Managing Environmental Services, Journal of Urgent Care Medicine, January 1, 2016.
From ZoomCare to ZOOM+: What Can Urgent Care Learn? , Journal of Urgent Care Medicine, February 1, 2016.
The Pros and Cons of Acquiring Accounts Receivables in Urgent Care Transactions, Journal of Urgent Care Medicine, February 12, 2016, (Web exclusive).
Open for Debate: Minimum Operating Hours for Urgent Care, Journal of Urgent Care Medicine, FEbruary 26, 2016 (Web exclusive).
We’re All in This Together: Four Attributes of Effective Medical Center Teams, Journal of Urgent Care Medicine, March 1, 2016.
Urgent Care: Bartenders of the Healthcare Gold Rush, Journal of Urgent Care Medicine, March 11, 2016 (Web exclusive).
Real Estate Trends: Repurposing Bank Branches as Urgent Care Centers, Journal of Urgent Care Medicine, March 24, 2016 (Web exclusive).
Roundtable: Expert Perspectives on X-Ray Over-read Strategies in Urgent Care, The Journal of Urgent Care Medicine, April 1, 2016.
Dealing With Angry Urgent Care Patients, The Journal of Urgent Care Medicine, April 12, 2016 (Web Exclusive)
Portland’s Zoom+: An Integrated Health System Built on an Urgent Care Platform, The Journal of Urgent Care Medicine, April 26, 2016 (Web Exclusive)
Is America’s Uninsured Problem Being Replaced by America’s Under-Insured Problem? The Journal of Urgent Care Medicine, May 23, 2016 (Web Exclusive).
Open Book Management: Using Transparency and Gamification to Engage and Empower Frontline Staff, The Journal of Urgent Care Medicine, May 1, 2016.
Looking for a Few Good People? Host a Jobs Fair.  The Journal of Urgent Care Medicine, May 23, 2016 (Web Exclusive)
Medical Marijuana: An Urgent Care Issue?  The Journal of Urgent Care Medicine, June 6, 2016 (Web Exclusive).
Using Key Performance Metrics to Measure, Track and Improve Performance in Urgent Care, The Journal of Urgent Care Medicine, June 30, 2016.

Blog Entries:

2009:

August, 2009: Urgent Care: How to Thrive in Tough Times

September, 2009:  Ten Ways to Reduce Your Urgent Care Center's Accounts Receivable

October, 2009:   Ten Activities to Safeguard Patient Privacy in Urgent Care

November, 2009:   Ten Activities for Managing People in Urgent Care

December, 2009:   Ten Activities for Marketing Your Urgent Care Center

2010:

January, 2010:   Ten Financial Controls to Protect Your Urgent Care Practice

February, 2010:   Five Activities for Improving Patient Satisfaction

March, 2010:   Ten Urgent Care Innovations

April, 2010:   Considerations for Pharmaceutical Dispensing in Urgent Care

May, 2010:   Ten Basic Office Technologies for Every Urgent Care

June, 2010:  Exceptional Patient Experience Pledge

July, 2010: Five Activities for Cultivating a Motivated Center Team  

July, 2010: The Cornerstone of Urgent Care Marketing is Capturing Word of Mouth

August, 2010:   Attacking the De-motivators: Five Behaviors to Avoid in Managing Urgent Care Staff

September, 2010:  Know Thyself by Knowing Thy Competition (Urgent Care Competitor Evaluation Grid)

September, 2010:  Five Ways to Deal With Angry Patients

October, 2010:  It's the Little Details that Matter: Clean Restrooms

October Extra:  Restroom Checklist

November, 2010:   Posted vs. Actual Operating Hours

December, 2010: Ten Cash Management Tools for Urgent Care

December, 2010:  Trust: Essential for Managing People

2011:

January, 2011:  Neuromarketing Applied to the Urgent Care Center

February, 2011:  Enhance Operating Margin with Immigration Physicals

February Extra:  Immigration Medicine Forms;  Immigration Medicine Fee Schedule

March, 2011:  Make Yours a Powerful Brand

April, 2011:  Lean Thinking in Urgent Care: Patients’ Perspective of Value

May, 2011:  Pediatric After Hours Phenomenon

June, 2011: Managing Impressions of The Brand Called "You"

July, 2011:  Riches in the Niches: Target Demographics for Urgent Care

July, 2011: Happy Employees Create Loyal Patients and Sustainable Profits

August, 2011: Act Rather Than Be Acted Upon: Five Ideals for Managing Change

September, 2011: Improving Culture by Reducing the Ambiguity of Work

October, 2011: Ten Ideas for Getting Your Website Noticed

November, 2011: Performance Metrics for Urgent Care

November, 2011: The Best Season to Open an Urgent Care Center (Mitigating the Risks of a January Grand Opening)

December, 2011: Creating Affinity with Front Line Staff

2012:

January, 2012:  No! No! No! Financing for Urgent Care

February, 2012: Emerging Business Models: Freestanding Emergency Rooms

February, 2012: The One Reason Start-up Urgent Care Centers Fail

March, 2012:  Management Implications of Tattoos, Piercings, and Other "Body Art"

April, 2012: Protecting Patients and Assets: Pre-Employment Background Checks and Drug Screening

May, 2012: What Urgent Care Operators Need to Know About Employee Breakrooms

June, 2012: Mitigating the Risks of Business Email

June, 2012: I've Been Robbed! The Injustice of Bad Customer Service

July, 2012: Engaging Providers in the Patient Experience

August, 2012: You Get What You Measure: Patient Experience Indicators for Urgent Care

August, 2012:  Greet Every Direct Report, Every Morning

September, 2012:  Cures for High Utility Costs: 10 Energy Saving Tips for Urgent Care Centers

September, 2012: Treat Employees With Respect

October, 2012: What Urgent Care Operators Need to Know About Office Parties

October, 2012: Considerations for Urgent Care Holiday Hours

November, 2012:  Marketing Your Urgent Care Center to New Movers

November, 2012: Protecting the Urgent Care Center Against Drug-Related Robbery

November, 2012: Engaging Payers in Raising Urgent Care Awareness

December, 2012: A New Year's Resolution: Reach Out to Primary Care Providers

2013:

January, 2013: Miss the Mess: Sexual Harassment, Toxic Gossip, Workplace Bullying

January 10, 2013: About Those 'Cheap' Employees

February 14, 2013: Looking for a Few Good People? Hold a Jobs Fair!

February 21, 2013: Tobacco Interventions for Urgent Care Patients
March 14, 2013: You Need a Prize Wheel: Effective Participation in Community Events

March 21, 2013: Medical Marijuana: An Urgent Care Issue?

April 11, 2013: Nepotism in the Urgent Care Center

April 25, 2013:  How Many Medical Complaints During an Urgent Care Visit?

May 9, 2013: Retail Sales Offices: The Future of Health Insurance?

May 16, 2013: Driving Urgent Care Traffic with Municipal Directional Signage

May 23, 2013: Developing an Emergency Preparedness Plan

June 13, 2013: Mastering the Art of Delegation

June 27, 2013: You Got Me Well, So What?

July 4, 2013: Bartering Basics for the Urgent Care Operator

July 11, 2013: Six Pathways to Urgent Care Growth

July 25, 2013: Manager-Employee Confidences: A Bad Idea

August 1, 2013: Profitable Growth is the Goal

August 8, 2013: Freestanding Emergency Departments Gain Traction

September 5, 2013: What Business Are You In? Spurring Word of Mouth and Repeat Visits

September 12, 2013: Protecting Your Urgent Care Center Against Robbery

October 3, 2013: Dissecting the Cost of a Freestanding Emergency Department Visit

October 10, 2013: Eight Principles for Improving Your Urgent Care Operation

November 7, 2013: The Truth About Emergency Room Utilization

November, 15, 2013: Business Case for Providing a Company Car; Marketing Value of Wrapped Vehicles

December 5, 2013: Urgent Care: Where "Health Care" Embraces "Profit"

December 12, 2013: Facility Design: Private Physician Offices, or Not?

2014:

January 9, 2014:  Waiting Room Refreshment Station: Improving the Patient Experience

January 23, 2014: The Importance of Having a Solid Job Description for Every Position in the Urgent Care Center

February 6, 2014:  A Simple Solution for Urgent Care Billing Woes

February 20, 2014:  Understanding the Economics of Urgent Care Lab and X-Ray Services

March, 13, 2014: Measuring and Cultivating Patient Loyalty

March 27, 2014: Emerging Business Models: Telemedicine

April 3, 2014: Walgreens Investigation: A Reminder for Patient Privacy

April 3, 2014: Emotional Labor: The Overlooked Human Toll of Urgent Care Service

April 17, 2014: Loyalty's No Mystery: Urgent Care Patients Signal Their Intentions

May 1, 2014: Urgent Care Profitability Starts with Employee Engagement

May 8, 2014: Base Decisions on What Patients Want and Expect

June 5, 2014:  Culture Fills in the Gaps

June 19, 2014: The Importance of Monitoring Online Patient Comments

July 10, 2014:  Service Quality in Urgent Care: Key to a Successful Center

July 24, 2014: Time: Your Patient's Most Valuable Resource

August 7, 2014: Why Do Some Billing Departments Put Off Posting?

August 21, 2014: How Wait Times Could Kill the Urgent Care

September 11, 2014: Working to the Vision, Not the Job

September 18, 2014: Invest Personally and Professionally in Your Organization

October 2, 2014: Thinking Outside the Box: What Urgent Care Can Learn from "ZoomCare"   

November 6, 2014: Emerging Business Models: Orthopedic Urgent Care

December 4, 2014: Eight Critical Issues Affecting Urgent Care in 2015

2015:

January 8, 2015: Urgent Care's New Year Resolution: Zero Errors

February 5, 2015: Emerging Business Models: Carolinas Healthcare System Virtual Visits

March 5, 2015: Practical Considerations for Integrating Urgent Care and Occupational Medicine

April 2, 2015: Three Reasons Your Urgent Care Can't Find Great Employees

May 7, 2015: Avoiding Six Signage Peeves: How to Improve Drive-by Visibility of Your Center

June 4, 2015: Urgent Care Musings: Insights from the Field

July 9, 2015:Urgent Care Musings: Insights from the Field

August 6, 2015: Should High School Sports Physicals Incude an Electrocardiogram?

August 20, 2015:  The Employer-Led Health Care Revolution

September 3, 2015: The Five Warning Signs of Success

December 11, 2015: Urgent Care: Bartenders of the Health Care Gold Rush

2016:

February 8, 2016: Ultrasound Technology: The Next Stethoscope for Urgent Care?

March 16, 2016: How to Grow Occupational Medicine in a Suburban Setting

March 22, 2016: It's a Win-Win for Healthcare as Hospital Sytems Acquire Urgent Care Centers

March 31, 2016:  Six Steps for Winning Over Millenials in Urgent Care

April 8, 2016: Uber Transparent: Sentara Puts Urgent Care Patient Ratings Online

April 13, 2016: Gym Facilities and Urgent Care: Will it Work Out?
April 18, 2016: Why Hospitals are Choosing Urgent Care over Retail Clinics
April 26, 2016: Marketing Insights: Urgent Care for People with Dogs
May 3, 2016: Urgent Care Marketing 101: Getting The Word Out to Area Businesses
May 17, 2016:
Urgent Care Marketing 101: Reaching Demographic Groups

May 18, 2016: Urgent Care Marketing 101: Getting Physical to Reach Health Clubs
May 24, 2016: Urgent Care Marketing 101: Reach People Who Move to the Community
May 26, 2016:
Urgent Care Marketing 101: Attract Patients Through Sports Physicals

June 1, 2016:
Motivating Front-line Staff to Fan-Inspiring Service, (Guest blog at Medical Practice Success)
June 13, 2016: Do You Need a Custom Mobile App for Your Urgent Care?
June 15, 2016: What Urgent Care Operators Need to Know About the New OSHA Requirement
June 27, 2016: In Defense of Urgent Care: convenient Care Isn't Driving Up Healthcare Costs
July 6, 2016: Do You Need an Urgent Care Security Plan?
July 8, 2016: Are Urgent Care Centers Hiring Paramedics?.
July 12, 2016: Four Marketing Techniques to Try Instead of Urgent Care Coupons or Giveaways

Video Blog Entries:
Just Checking In Episode 1: To Market or Not to Market
Just Checking In
Episode 2: Location, Location, Location

Just Checking In Episode 3: Mobile Billboards
Just Checking In Episode 4:  Know Your Customer
Just Checking In
Episode 5:
  Where Do Consumers Find You?
Just Checking In Episode 6:   Airport Urgent Care
Just Checking In Episode 7:   Travel Medicine
Just Checking In Episode 8:   Measuring Customer Service
Just Checking In
Episode 9:
    Retail Clinics
Just Checking In
Episode 10:
  Aligning Urgent Care Hours with Demand
Just Checking In
Episode 11:
  Marketing to Hotel Guests
Just Checking In
Episode 12:
  Providing Transportation to Urgent Care Customers
Just Checking In Episode 13:  Holiday Hours
Just Checking In Episode 14:  Marketing Urgent Care to New Movers
Just Checking In Episode 15:  The Best Time to Open a New Urgent Care Center
Just Checking In Episode 16:  Pre-Opening Marketing Ideas for a New Urgent Care Center

Just Checking In Episode 17:  Patient Loyalty
Just Checking In Episode 18:  Facility Checklist
Just Checking In Episode 19:  Phantom Income

Published Editorials:

Listening to Our Customers: A Roadmap to Success, Concentra.com Blog, October, 2008.

Concentra Sponsors Urgent Care Medical Curriculum, Concentra.com Blog, May, 2009.

New Products Undermine Workplace Efforts to End Tobacco Use, Concentra.com Blog, July, 2009.

Make Shift from Emergency Care, USA Today (Opinion Page), December 9, 2008.

An Alternative to the ER, The Costco Connection, January, 2012.

The Scoop on Walmart's Newest Clinic Model, Urgent Care News, August 12, 2014.

Why Time is of the Essence for Urgent Care Patients, Urgent Care News, January 19, 2015.

White Papers:

The Surge in Urgent Care Centers: Emergency Room Alternative or Costly Convenience? (Editor), Center for Studying Health Care Change Research Brief, July, 2013.

2019 and Beyond: Perspectives of 15 Urgent Care Leaders, McGuireWoods Law Firm and Urgent Care Association of America, March, 2014.

Press Citations:

Ohio Company Entering Local Urgent Care Market, Orlando Business Journal, May 18, 2007.

The Devil’s In the Details: Environment of Care Issues, Immediate Care Business, January 14, 2008.

Concentra to Add Urgent Care at New Mexico Locations, New Mexico Business Weekly, February 22, 2008.

Occupational Medicine: Working Towards Greater Patient Satisfaction, Immediate Care Business, March 7, 2008.

Real Concerns Over Fake Patients, Newark, New Jersey: Star Ledger, June 25, 2008.

Urgent Care Centers Seeing Explosion in Growth, Atlanta Journal-Constitution,  June 29, 2008.

Adding Ancillary Services to Your Facility, Immediate Care Business, September 23, 2008.

Instant Gratification, Anyone?, Crain’s Chicago Business, October 13, 2008.

Shopping List: Paper Towels, Diapers, EMR, Milk: American Medical News, March 23, 2009.

Urgent Care Start Up 101, Immediate Care Business, May 20, 2009.

Aetna Opposes Investor-Owned ERs as $1,500 Fees Charged, Bloomberg News, April 1, 2013.

Rise of Freestanding ERs Irks Doctors and Insurers, Bloomberg Businessweek, April 11, 2013.

Freestanding Emergency Department Growth Creates Backlash, American Medical News, April 29, 2013.

"Doc-in-a-Box"  Centers on Rise for Urgent Care, Philadelphia Inquirer, June 2, 2013.

How to Avoid Urgent Care Sticker Shock, Retuers Money, June 11, 2013.

Hurt? You Might Head to the Corner ER, USA Today, July 15, 2013.
There's No 'Urgent' in an Urgent Care,
Chicago Tribune, July 17, 2013.
More Urgent Care Centers Coming to Arkansas, Arkansas Business, July 22, 2013.
Jury Still Out on Urgent Care Savings,
American Medical News, July 26, 2013.
License to Bill, Houstonia Magazine, August, 2013.
Freestanding Emergency Emergency Rooms in Houston,
Houston Matters 88.7 KUHF Radio, August 8, 2013.
Patients Can Pay a High Price for ER Convenience, National Public Radio, August 13, 2013.

Urgent Care Centers Likely to See More Traffic Under Obamacare, Omaha World-Herald, October 6, 2013.

2014 Health Care Hiring: Meeting Consumer Expectations, Monster.com, December, 2013.

Between an ER and Urgent Care: Urgency Centers, Xerox Healthbiz Decoded, December 16, 2013.

A Quicker Trip to the Doctor For Minor Ailments,The New York Times, December 19, 2013.

Strong Momentum for Walk-in Medicine, ConvUrgentCare Report, February, 2014.

Making a Healty Investment in Urgent Care, Stamford (Connecticut) Advocate, February 15, 2014.

Urgent Care vs. Emergency Room: Making the Right Choice, WFAA ABC Channel 8, Dallas/Ft. Worth, February 19, 2014.

Retail, Urgent Care Clinics Grow Amid Health-Care Changes, Stamford (Connecticut) Advocate, February 22, 2014.

Urgent Care: A Booming Trend in Health Care, NBIZ Magazine, April, 2014.

New Urgent Centers: Models of Health Care Efficeincy, Xerox Real Business, May 12, 2014.

The Integration of Occupational Medicine and Urgent Care, The Ambulatory M&A Advisor, June 6, 2014.

Transition Looms for Thriving Urgent Care Industry, Pittsburgh Post-Gazette, June 16, 2014.

Tenant Improvements -- Sifting Through Scenarios, The Ambulatory M&A Advisor, June 27, 2014.

ER, Urgent Care Vary on Price, Services, Mansfield (Texas) News-Mirror, July 16, 2014.

Urgent Care Centers Are in Demand, Columbus Dispatch, July 20, 2014.

Decoding the Billing Process: Urgent Care vs. Primary Care, The Ambulatory M&A Advisor, August 27, 2014.

Stand Alone Emergency Rooms Emerge in Central Florida, Orlando Sentinel, August 31, 2014.

Urgent Care Clinics Poised to Compete in Keene, New Hampshire Public Radio, September 19, 2014.

New Tools for Success in a Modern Day Gold Rush, Executive Insight, Advanced Healthcare Network, October 20, 2014.

Med Clinics Replace Banks as Retail Anchors, Crain's New York Business, November 4, 2014.

Retail Clinics Solidify Their Market Niche, HealthLeaders Media, December 9, 2014.

Regions First Urgent Care Center for Kids is Set to Open, The Virginian-Pilot, January 5, 2015.

Hospitals, Urgent Care Centers Find Common Ground, HealthLeaders Media, January 12, 2015.

Illinois Puts 'Urgent' Back in Name of Urgent Care Centers, Chicago Tribune, January 12, 2015.

Five More Red Flags in Urgent Care Center Transactions, The Ambulatory M&A Advisor, January 23, 2015.

Urgent Care Boom Changing Health System, Fosters Daily Democrat, February 15, 2015.

Strategic Locations for Urgent Care Centers, The Ambulatory M&A Advisor, March 23, 2015.

Urgent Care Clinics Offer Lower-Cost Alternative to Emergency Room, Champlain Business Journal, April, 2015.

Urgent Care Centers Drawn to Shoppers, San Antonio Express-News, June 6, 2015.

Non-Competes and the Urgent Care Acquisition, The Ambulatory M&A Advisor, June 11, 2015.

Health Care Report 2015: Urgent Alternative, Central Pennsylvaniva Business Journal, June 12, 2015.

Marketing Techniques to Attract New Patients and Entice Returns, The Ambulatory M&A Advisor, July 27, 2015.

Swedish Covenant Joins Growing List of Hospital Urgent Care Operators, Modern Healthcare, July 28, 2015.

Start-ups Vie to Build an Uber for Health Care, The Wall Street Journal, August 12, 2015.

Denver-Based Dispatch Health Hopes to be Uber for Health Care, KMGH Denver ABC-7 News, August 13, 2015.

36 People to Know in the Urgent Care Market, The Ambulatory M&A Advisor, August 14, 2015.

Urgent Care Sees Growth Nationally, Uptick Locally, Kansas City Business Journal, December 3, 2015.

Healthcare Marketing Doesn't Stop at Your Door, Health+Space Design Blog, March 23, 2016.

Get The Inside Scoop on Your Market Through a Competitor Analysis, The Ambulatory M&A Advisor, March 30, 2016.

Examining the Budget of an Urgent Care Start Up, Ambulatory M&A Advisor, May 25, 2016.
Growth Goals Through Mergers & Acquisitions, Ambulatory M&A Advisor, July 22, 2016.

 

Conference Presentations:

Consumer Driven Health Care, American Academy of Urgent Care Medicine, Orlando, April, 2007.

Statistical Profile of Urgent Care in the United States, August, 2007.

Urgent Care Budgeting, Urgent Care Association of America, Chicago, September, 2007.

Urgent Care Budgeting, Urgent Care Association of America, New Orleans, April, 2008.

Handout: Urgent Care Financial Pro Forma

Walk-in Care Day of Discovery, Sebasticook Valley Hospital, Pittsfield, Maine, May, 2008.

Urgent Care Budgeting, Urgent Care Association of America, Memphis, September, 2008.

Marketing for Urgent Care Start-ups, Urgent Care Association of America, Las Vegas, April, 2009.

Improving Wait Times in Urgent Care, Urgent Care Association of America, Las Vegas, April, 2009.

Marketing for Urgent Care Start-ups, Urgent Care Association of America, Dallas, October, 2009.

Optimizing Locations for Your Facilities, Physicians and Services, Buxton Company, Ft. Worth, April, 2010.

Improving Wait Times in Urgent Care, Urgent Care Association of America, Orlando, May, 2010.

Marketing for Urgent Care Start-ups, Urgent Care Association of America, Orlando, May, 2010.

Beyond Conventional Marketing, Urgent Care Association of America, Orlando, May, 2010.

Appealing to Cash Pay Patients, Urgent Care Association of America, Orlando, May, 2010.

Telemedicine: Insights for the Urgent Care Operator, Urgent Care Association of America Webinar, June, 2010.

Marketing for Urgent Care Start-ups, Urgent Care Association of America, Phoenix, October, 2010.

Marketing in Uncertain Times, American Marketing Association/SMU Cox School of Business, Dallas, January, 2011.

Putting Patients First: Transforming Concentra, Transforming Healthcare, The Beryl Institute, Dallas, April, 2011.

Marketing for Urgent Care Start-ups, Urgent Care Association of America, Chicago, May, 2011.

Measuring Patient Flow in Urgent Care, Urgent Care Association of America, Chicago, May, 2011.

Marketing for Urgent Care Start-ups, Urgent Care Association of America, Dallas, October, 2011.

Retail Analytics in an Enterprise Cloud with Oracle Spatial, Directions Magazine Webinar, October, 2011.

Occupational Medicine Success Factors, Urgent Care Management Monthly Success Summit, Dallas, February, 2012.

Marketing for Urgent Care Start-ups, Urgent Care Association of America, Las Vegas, April, 2012.

Dealing With the Dissatisfied Patient, Urgent Care Association of America, Las Vegas, April, 2012.

Integrating Occupational Health and Urgent Care Services, National Association of Occupational Health Professionals, Chicago, October, 2012.

Marketing for Urgent Care Start-ups, Urgent Care Association of America, New Orleans, October, 2012.

The Competition--Evaluating, Positioning, and Branding, Urgent Care Association of America, New Orleans, October, 2012.

Market Research--Planning and Measuring a Center's Success, Urgent Care Association of America, New Orleans, October, 2012.

Organizational Strategy and Marketing, Urgent Care Association of America, New Orleans, October, 2012.

Marketing for Urgent Care Start-ups, Urgent Care Association of America, Orlando, April, 2013.

Creating an Excellent Patient Experience, Urgent Care Association of America, Orlando, April, 2013.

Good To Great: Taking Your Marketing to the Next Level, Urgent Care Association of America, Orlando, April, 2013.

Sales and Marketing of Blended Clinic Services, National Association of Occupational Health Professionals Webinar, June, 2013.

Adapting to the New Health Care Environment: Achieving Operational Efficiency in Occupational Health and Urgent Care Services, National Association of Occupational Health Professionals, Nashville, October, 2013.

Understanding Your Competition: Evaluating, Positioning and Branding, Urgent Care Association of America, Phoenix, October, 2013.

Urgent Care Site Selection, Urgent Care Association of America, Phoenix, October, 2013.

Over the Top Success: Creating Raving Fans of Your Urgent Care Center, Urgent Care Association of America, Las Vegas, March, 2014.

Urgent Care Site Selection, Urgent Care Association of America, Las Vegas, March, 2014.

Urgent Care Site Selection, Urgent Care Association of America, Denver, October, 2014.

Conversion of Occupational Medicine Patients to Urgent Care, National Association of Occupational Health Professionals, Philadelphia, October, 2014.

Urgent Care Site Selection, Urgent Care Association of America, Chicago, April, 2015.

Urgent Care at the Crossroads: Critical Issues Affecting the Industry in 2015, Urgent Care Association of America, Chicago, April, 2015.

Urgent Care at the Crossroads: Critical Issues Affecting the Industry in 2015, Strategic Solutions Network's Building, Growing and Branding Urgent Care Centers Conference, Orlando, May, 2015.

Innovative Marketing Strategies to Take Your Center to the Next Level of Profitability and Growth, Strategic Solutions Network's Building, Growing and Branding Urgent Care Centers Conference, Orlando, May, 2015.

Optimizing Urgent Care Centers: Strategies for Operational and Market Success, and Enabling Future Growth and Profitability, Global Media Dynamics Webinar, July, 2015.

Innovative Marketing Strategies to Take Your Center to the Next Level of Profitability and Growth, Ambulatory Alliances Webinar, July, 2015.

Innovative Marketing Strategies to Take Your Center to the Next Level of Profitability and Growth, Journal of Urgent Care Medicine Start-up Conference, Rockford, Illinois, July, 2015.

Urgent Care Site Selection, Urgent Care Association of America, New Orleans, September, 2015.

Strategically Gaining Community Acceptance of Urgent Care Centers, Urgent Care Centers Congress, Las Vegas, December, 2015.

Urgent Care Site Selection, Strategic Solutions Network's Building, Growing and Branding Urgent Care Centers Conference, Phoenix, January, 2016.

Effectively Marketing Urgent Care-Based Occupational Medicine Services, Strategic Solutions Network's Building, Growing and Branding Urgent Care Centers Conference, Phoenix, January, 2016.

Gaining Community Acceptance of Urgent Care:  Connecting w/Providers, Hospitals, Patients and Employers, Urgent Care Association of America (Webinar), March, 2016.

Urgent Care Site Selection, Urgent Care Association of America, Orlando, April, 2016.

Building Referral Relationships with Primary Care and Specialists, Urgent Care Association of America, Orlando, April, 2016.

Effectively Aligning Efforts or Forming a Joint Venture with Local Hospital Operators, Urgent Care Centers Congress, New Orleans, May, 2016.
Standing Out in a Sea of Sameness: Strategies for Gaining Market and Mind Share, Strategic Solutions Network (Webinar), May, 2016.
Standing Out in a Sea of Sameness: Strategies for Gaining Market and Mind Share, Medical Practice Success (Webinar), June, 2016.
Employee Engagement:  The Key First Step in Urgent Care Profitability, Strategic Solutions Network (Webinar), July, 2016.
Transitioning Satisfied Patients into Loyal Fans, Urgent Care Association of America, Philadelphia, July, 2016.
Differentation: A 360-Degree Approach to Gaining Market and Mind Share,
Medical Practice Success Summit, Boca Raton, July, 2016.
Urgent Care Site Selection, Urgent Care Association of America, Nashville, September, 2016.

Differentation: A 360-Degree Approach to Gaining Market and Mind Share, Northeast Regional Urgent Care Association, Crystal Springs, NJ, October, 2016.

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