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Urgent Care Reinvented: Eliminating Handoffs with Clinical Concierge and Lean Design
Seasoned urgent care operators know this story too well: long wait times, fragmented handoffs, and cookie-cutter workflows that don’t scale with demand or reimbursement pressure. Despite best intentions, many traditional urgent care models are still shackled by outdated operational playbooks—leading to patient dissatisfaction, clinician burnout, and financial fragility.
But what if there were a different way? A model designed from the ground up using lean design principles, clinical concierge workflows, and operational science—not guesswork. A system where AI-enhanced protocols eliminate friction and standing orders replace standing around. In short: what if urgent care wasn’t just fast, but consistently excellent?
OVERVIEW
In this webinar and Q&A, urgent care innovator Brandon J. Robertson shares how his team has redefined same-day access using a clinical concierge model engineered for scalability and sustainability. From deploying queuing theory to redesign patient flow, to leveraging AI for diagnostic consistency, this conversation is a tactical deep dive into urgent care done right.
Learn how UCP Merchant Medicine and Intellivisit Solutions:
Reduced visit times and eliminated handoffs through lean, constraint-aware workflows
Embedded AI decision support directly into care pathways using enhanced standing orders
Achieved a 94 NPS while maintaining financial viability—even in low-reimbursement markets
Designed a phased ROI model (short-term profitability, mid-term referral capture, long-term patient lifetime value) to help systems justify investment in next-gen urgent care
Whether you're a healthcare strategist, clinical operations lead, or system exec seeking margin and mission alignment, this webinar is a practical masterclass in system-level transformation.