Videos

Learning objectives

1. Describe what medical surge means for urgent care and apply a three-tier system (Elevated, High, Crisis) to classify and communicate surge status.
2. Apply the 4S framework — Staff, Stuff, Space, and Systems — to organize an urgent care surge response.
3. Identify the toolkit's checklists, worksheets, and command resources and match each to the right point in a surge.
4. Describe pediatric surge considerations and the role of a Pediatric Champion in maintaining readiness.
5. Develop a practical adoption plan — using tabletop exercises and a phased roadmap — to embed surge preparedness at their own center.

Learning objectives

1. Describe the clinical presentation and epidemiological risk factors associated with Avian Influenza (H5N1) in the urgent care setting.
2. Apply the Identify, Isolate, and Inform (III) framework to triage and manage a patient presenting with symptoms consistent with a novel infectious illness.
3. Identify key infection control measures — including source control, appropriate PPE, and patient isolation protocols — relevant to urgent care operations.
4. Outline their site's notification and escalation procedures when a suspected infectious disease case is identified.
5. Recognize gaps in current preparedness and articulate at least one action step to strengthen their site's readiness ahead of the Mystery Patient Drill.

Learning objectives

1. Understand how an AI-assisted workflow that answers calls, books visits, and resolves routine questions across voice, SMS, and chat, 24/7.
2. Identify effective outbound sequences (missed-call recapture, reminders, follow-ups) that lift show rates without adding workload.
3. Mentally map the urgent care access funnel — inbound calls and messages, to booked visits, to kept visits — and identify drop-off points.
4. Visualize and define a lightweight scorecard to monitor success tomorrow: abandoned-call rate, first-response time, booking rate, schedule utilization, and staff minutes per appointment.

Learning objectives

1. Evaluate current respiratory testing models in urgent care: understand common limitations of traditional antigen and molecular respiratory testing workflows that prompt urgent care operators to seek alternative solutions.
2. Identify emerging respiratory testing approaches: learn about a newer category of respiratory testing that combines molecular-level accuracy with operational simplicity, and why many urgent care centers may be unfamiliar with it.
3. Assess clinical and financial impact: review real-world operational, clinical, and financial outcomes associated with adopting simplified molecular respiratory testing in an urgent care setting.
4. Apply practical decision-making insights: gain actionable considerations and peer-level guidance for urgent care leaders evaluating whether a similar testing approach could improve patient care and margins in their own organizations.

Learning objectives

1. Digital decision-making: how to thrive with new tech in the front office and the exam room, including AI scribe.
2. Ways to expand beyond episodic care with new revenue-driving services to future-proof your center.
3. How to meet new patient expectations, with real-world examples of AI tech, telehealth, and virtual triage.

Learning objectives

1. Understand the key benefits of rapid antigen testing for respiratory diseases in urgent care, including speed and accuracy in diagnosis.
2. Explore real-world examples and evidence that demonstrate the positive impact of rapid antigen testing on patient outcomes in urgent care settings.
3. Learn how to effectively implement rapid antigen testing in urgent care practices to enhance respiratory disease management and improve overall healthcare efficiency.

Learning objectives

1. Stay informed on industry updates: understand the latest ADA compliance requirements and their implications for your practice.
2. Improve diagnostic accuracy: learn best practices for better blood pressure capture and seamless EMR integration.
3. Streamline workflows: explore clinical design strategies and services that improve efficiency at no additional cost.
4. Leverage professional resources: identify available services and end-of-year opportunities to support operational and financial goals.

What the session covers

• How to stop missing patient calls
• Abandoned call reports and phone call recording
• Managing voicemails effectively
• Best-in-class auto attendant greetings
• Whether you're being overcharged by your VoIP supplier