Best PatientFi Podcasts (2026)

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AI is Fire (Part 2): What NOT To Do 38:18

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1d ago38:18

38:18

Back for part 2 with special guest Ken Bosan, we flip our conversation to the “don’ts” to help you avoid making costly mistakes or offending patients. Some of the big no-no’s include letting generic AI copy speak for your brand, over-automating patient communication so it feels cold or robotic, and chasing shortcuts that ignore compliance, accuracy…

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AI is Fire (Part 1): Getting Started With AI 53:32

7d ago53:32

53:32

While AI shakes up the world, inside the practice we’re getting lofty sales pitches and feeling a mix of curiosity and anxiety over being left behind. With special guest Ken Bosan, who leads strategy for hundreds of aesthetic practices at Studio 3 Marketing, we bring you the practical ways we’re each using AI to streamline our everyday work. GUESTS…

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Steal our Cheat Sheet for Getting Lots of Patient Reviews 1:00:59

15d ago1:00:59

1:00:59

Getting great patient reviews isn’t luck—it’s strategy. Andrea and Eva talk about how to make asking for reviews feel natural, why timing matters, and what really motivates patients to share their stories. Eva shares proven tips from years in the industry, like having the doctor personally ask happy post-op patients and using simple tools—QR codes,…

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How to Turn Patient Dissatisfaction Into Pure Devotion 16:44

22d ago16:44

16:44

Disappointment happens, but it doesn’t have to derail the relationship. Seasoned injector Jenna Hennig shares how she learned to stop taking patient feedback personally and start turning tough moments into deeper trust. From under-promising and over-delivering to co-creating the treatment plan, she breaks down how to manage expectations, listen wit…

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The Patient Journey Starts in This Unexpected Place 15:31

29d ago15:31

15:31

Picking up the phone to talk about surgery is no small feat. It’s a leap of courage. For patients, that first call often comes after months or even years of self-doubt, research, and “maybe someday.” For providers, it’s a reminder that what feels routine for them is life-changing for someone else. Andrea and Alli share what truly makes a profitable…

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How to Talk About Money Without Killing the Vibe 35:41

1M ago35:41

35:41

You know that awkward moment in a consult when it’s time to talk money? If you find yourself dreading the “how are you going to pay?” moment, this one’s your playbook for turning it into a positive, confident part of every consult. PatientFi’s Blake Lucas sits down with Bridgette DeBrino, CEO of Belvara Collective, Sara Amann, patient care coordina…

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The Hidden Cost of Bad Industry Partnerships 46:26

1M ago46:26

46:26

In the aesthetics industry, vendor partnerships can amplify your growth—or quietly drain your time, budget, and brand. Andrea Watkins sits down with marketing strategist Eva Sheie, conversion expert Heather Hughes Hardy, and Asia Pacific Aesthetics’ surgical director Keri Choy to discuss what truly makes a partnership worth it. Keri shares how Dr. …

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How to Survive (and Thrive) When Your Leader’s in a Mood 27:51

2M ago27:51

27:51

A leader’s mood sets the tone for the whole team, and if they’re having an off day, you’ll feel it. But always remember that it’s not about you. Andrea and Alli break down how to navigate those tricky moments with grace, positivity, and a little strategy. From adjusting your own tone and energy to keeping communication open, they share why emotiona…

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The Words That Open Wallets 49:39

2M ago49:39

49:39

Talking about money in a consult can make even the most confident coordinator hesitate. But what if that moment didn’t have to feel awkward at all? At La Jolla Cosmetic Surgery Centre, one small change in language—using the “EASE” method—led to a 58% jump in financing applications and completely transformed the way the team approached affordability…

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When Loyalty Crosses the Line 14:32

2M ago14:32

14:32

Some patients are so loyal, they start to feel like friends. But loyalty can have a dark side when personal-professional boundary lines blur. Letting “frequent flyers” bend boundaries only creates chaos for the whole team. Great service doesn’t mean letting patients run the show—it means keeping standards high for everyone. Heather Hughes-Hardy bre…

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Recession-Proof Revenue: Inside a PCC’s 90% Conversion Rate 58:49

2M ago58:49

58:49

You know those times when the phones get quiet and everyone starts to worry? This is the episode you’ll want your whole team to hear before that happens. PatientFi’s Blake Lucas sits down with Heather Hughes-Hardy (CORE IT Method), Eva Sheie (The Axis), and Stephanie Deswert (PCC at Berks Plastic Surgery) for a behind-the-scenes conversation on how…

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The Subtle Art of Not Losing Your Cool (Even When Patients Do) 36:41

3M ago36:41

36:41

You can usually tell within the first few minutes of a call when a patient might be a challenge. It’s not always attitude. Sometimes it’s nerves, expectations, or a few too many Google searches. Either way, how you handle those first moments can shape the entire relationship. Andrea and Alli are back to talk about what really happens when emotions …

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When Patients Assume I Have No Experience Because I Look Too Young 6:49

3M ago6:49

6:49

Every day, Jenna Hennig is asked about her age. She used to get nervous when patients questioned her age or experience. Over time, she’s learned how to respond with confidence and ease by reframing the conversation around expertise, emphasizing that it’s not just about years in the industry—it’s about skill, results, and volume of practice. GUEST J…

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Dealing With Difficult Coworkers 18:07

3M ago18:07

18:07

In fast-paced aesthetic practices full of women, it’s normal for there to be some friction. But when team dynamics get tense, it’s up to leadership to set the tone. From coworkers with tough communication styles to those who seem to always make your job harder, one person can throw off the whole vibe. Creating a culture of appreciation and accounta…

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Tips and Tricks for Effortless, Profitable Events 30:09

3M ago30:09

30:09

Patient events are risky because if you fail, it’s an expensive, time-consuming, and overwhelming mistake. But what if events could be your most reliable growth engine? Aaron Toly reframes events from “cost centers” into high-ROI investments with strategies that get patients lined up around the block. From how to get funds from your reps to the sec…

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The Real Reasons Behind Price Objections 18:03

4M ago18:03

18:03

When you reach the end of a consultation and someone declines your pitch because of the price, it’s almost never about the price. Understanding emotional drivers is key to closing the sale, and it’s your job to handle objections with confidence and empathy. Heather Hughes Hardy and Jenna Hennig share what questions to ask to uncover what’s really h…

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Are You Being Paid What You’re Worth? 46:08

4M ago46:08

46:08

“How much should you be making in your role at an aesthetic practice?” It’s the question everyone has, but few actually know the answer. Business consultant Jessica Hunter—who’s spent the last 10 years working closely with the financials of 75+ clinics—shares the right way to think about earning more. She explains why compensation can feel like the…

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The 1 Simple Policy That Will Instantly Improve Your Cancellation Rate 37:19

4M ago37:19

37:19

Not having a clear financial policy is asking for trouble. To help protect your schedule and convert more patients, Andrea Watkins and Alli Petriella share exactly what to include in your financial policy, where to introduce it, and how to talk about it in a way that builds trust, not conflict. Including an expiration date on quotes adds gentle urg…

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Navigating the 100-Question Patient 14:34

4M ago14:34

14:34

Some patients have one or two questions. Others have a hundred… Heather Hughes Hardy and Jenna Hennig help us understand why someone might be a “100-question patient” and navigate these challenging consultations with grace. Learn how to bring structure and emotional pacing into your conversations, pre-handle common objections, and keep the conversa…

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Help! My Front Desk Talks Too Much 8:56

4M ago8:56

8:56

A practice manager writes in to ask Andrea and Alli for help with her front desk who is wonderful with patients but struggles to keep calls brief, resulting in lost opportunities in the form of missed calls and lowered productivity. Warmth is essential, but if calls run long, you risk missed opportunities and dropped balls elsewhere. Andrea and All…

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Moving On Without Burning Bridges 43:26

5M ago43:26

43:26

After 15 years at the same practice—where Bridgette DeBrino grew from clinician to operations lead—she made the tough call to walk away… not out of burnout or bitterness, but because it was simply time to change. Hear what it’s like to evolve beyond a role you’ve outgrown, how to leave with grace and your relationships intact, and what it means to …

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Raise Your Prices Without Fear 36:22

5M ago36:22

36:22

When the competition pushes fees down, it’s tempting to slash prices just to keep up. But Erica Crawford says, don’t do it! She reveals what it takes to reach the top of the market while others race to the bottom. With experience working with hundreds of top practices and a proven approach to increasing prices, Erica’s insights will help you escape…

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Patient Body Language Signals You’re Missing 15:26

5M ago15:26

15:26

Patients don’t always say what they’re feeling, but their body language gives it away. Heather Hughes Hardy and Jenna Hennig break down how to spot the silent signals of hesitation, confusion, or discomfort, like fidgeting, shifting eyes, or sudden posture changes, and what to do when you see them. Find out how to adapt to different personality typ…

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The Secret to High-Converting Non-Surgical Calls 21:47

5M ago21:47

21:47

Scheduling non-surgical appointments isn’t just about filling a spot on the calendar. It’s an opportunity to start a relationship. Every first impression turns into trust. That means asking the right questions to understand what the patient is looking for, making sure they’re a good fit for the treatment, and setting clear expectations about what r…

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Your Dumbest Money Questions Answered 58:25

6M ago58:25

58:25

Most of us were never taught how financing actually works. We nod along when APR or compound interest comes up, hoping no one asks follow-up questions. Blake answers all the “dumb” questions we’re secretly asking, from how traditional medical credit cards come with hidden fees and high interest, frustrating both patients and providers. PatientFi wa…

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When To Walk Away From a Toxic Job 16:15

6M ago16:15

16:15

If your job is draining the life out of you, but you keep telling yourself to just “push through,” Kelcy Heringer was there too. Five years went by before she realized she was stuck in a cycle of burnout, self-doubt, and career stagnation. Years went by in this toxic workplace, while Kelcy held on and hoped things would get better. But with constan…

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Turning Angry Patients Into Opportunities 21:37

6M ago21:37

21:37

Angry patients aren’t just upset for no reason. They’re feeling unheard, disrespected, or scared, and how you respond in those first few moments can make or break the relationship. Heather Hughes Hardy and Jenna Hennig share real-world stories and proven strategies for turning tense moments into trust-building opportunities. Role-playing tough scen…

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Responding to “How Much Does It Cost?” Like a Boss 9:19

6M ago9:19

9:19

Prospective patients often come in with more questions than answers. They’re unsure about procedures, anxious about costs, and looking for someone who truly listens. That’s where empathy goes a long way. People are more price-conscious than ever, but trust needs to come before transparency. So when pricing questions come up, Andrea and Alli share e…

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Sugarcoating Is Sabotaging Your Career (and Your Team) 17:13

7M ago17:13

17:13

Think being nice and avoiding conflict makes you a better leader? Think again. Kelcy Heringer played nice until she saw that real respect comes from honesty, not people-pleasing. Now she’s all about leveling the playing field and speaking up even when it’s uncomfortable. Blake Lucas learned the hard way that sugarcoating feedback doesn’t help his t…

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The Secret Language of Patient Trust 14:38

7M ago14:38

14:38

Active listening is more than nodding along. It’s about tuning into the words, tone, and emotions behind what patients are saying (and not saying). When you pick up on those cues and mirror their language, trust starts to form, and that’s when the real connection happens. Heather Hughes Hardy and Jenna Hennig share how to hear what patients are rea…

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The Front Desk’s One and Only Job 17:16

7M ago17:16

17:16

In an aesthetic practice, handling front desk calls is an art. The connection you make in the first few seconds matters, and it starts with a warm, genuine greeting. It’s not just about being friendly; it’s about making the caller feel heard and cared for right away. And when it’s time to transfer that call to a patient coordinator, knowing how to …

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If You’re Waiting for Someone to Give You a Raise, You’re Doing It Wrong 18:40

7M ago18:40

18:40

Going above and beyond at work but still not moving up? The unpleasant truth is that hard work alone won’t get you promoted these days. You have to own your career growth. No one else will do it for you. What actually moves the needle is speaking up, getting visible, and going after what you want. Kelcy Heringer returns to Practiceland to share how…

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Meet Blake Lucas, Practiceland Co-Host & PatientFi Sr. Director of Customer Experience 8:21

7M ago8:21

8:21

As the Senior Director of Customer Experience at PatientFi, Blake Lucas thrives on solving problems, calming chaos, and turning challenges into wins. Leading the team that supports practices and their patients, Blake’s career in customer service shapes his approach to every situation, helping busy staff get their jobs done and ensuring patients fee…

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Clarity is Kindness: Mastering the Mindset of the Patient Care Coordinator 40:49

8M ago40:49

40:49

Patient care coordinators aren’t just salespeople. They’re listeners first, educators second, and the trusted guides patients rely on to make confident decisions. But stepping into this role, especially if you’re being promoted from the front desk, requires a major mindset shift. Andrea Watkins and Alli Petriella share what it takes to be a standou…

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Overworked, Underpaid, and Stuck? 15:00

8M ago15:00

15:00

High performers, especially women, can find themselves overworked and underpaid when they’ve built a reputation as a “doer.” Doing too much can keep you from being promoted, and the key is to shift into thinking and acting like a strategic leader who sets boundaries and drives impactful results. Kelcy Heringer explains why this happens and how to b…

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Fake it Till You Make It? Mastering the Mindset of the Front Desk 32:55

8M ago32:55

32:55

The front desk does more than answer the phone. It's the first impression, the emotional thermostat of the clinic, and a powerful (and often overlooked) engine behind smooth, profitable operations. Andrea Watkins and Alli Petriella get inside the mindset of this key role in an aesthetic practice and what it takes to be truly great in this role. Eve…

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Things No One Tells You About Working For a Husband/Wife Team 24:14

8M ago24:14

24:14

Sara Camp is a nurse practitioner turned practice administrator, and the powerhouse behind Camp Plastic Surgery in Fort Worth. The Camps met each other while caring for the same patient during his general surgery residency. When Dr. Camp made the leap into private practice in 2016, Sara pivoted from her own successful career to immerse herself in a…

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Better Together: How We Learned Everything the Hard Way 29:48

9M ago29:48

29:48

For Jenny Burnley Seestadt and Kacie Killough, the mission isn’t to sell – it’s to build lasting relationships and guide patients through aging with trust and expertise as a team. From the journey that started over a decade ago in an actual closet and continues today, this laser specialist and aesthetic injector at Restora Austin Plastic Surgery Ce…

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This Episode is Worth Millions of Dollars [Part 2] 30:45

9M ago30:45

30:45

We’re back with part two of our deep dive into conversion. Did you miss Part 1? Go back one episode and start there! Not just one but TWO conversion-obsessed data junkies share their best lead-generating and consultation-closing tactics, including the easy campaign that generated over 400 leads and 35 consultation requests with a single email. In t…

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This Episode is Worth Millions of Dollars [Part 1] 55:00

9M ago55:00

55:00

Not just one but TWO conversion-obsessed data junkies share their best lead-generating and consultation-closing tactics, including the easy campaign that generated over 400 leads and 35 consultation requests with a single email. In this deep-dive episode packed with actionable tactics, Andrea Watkins and Eva Sheie uncomplicate what conversion reall…

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Why We Made Practiceland (and PatientFi) Just For You 12:33

9M ago12:33

12:33

It could get weird if PatientFi had a podcast without introducing our CEO and co-founder Todd Watts. So here he is! After seeing how unnecessarily difficult financing plans were for staff and patients alike, Todd created PatientFi to make the cosmetic financing experience easier and help more people reach their goals. That’s also why this podcast e…

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Meet Andrea Watkins, Practiceland Co-Host & Conversion Coach 13:20

10M ago13:20

13:20

Andrea Watkins loves fast-tracking practices to success — teaching what works, sharing the best tools, and helping people thrive in their roles. Hear how she made the leap from leading a successful plastic surgery practice to now coaching teams across the nation through the LeadLoop platform as the VP of Practice Growth at Studio III Marketing. Lin…

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OMG We’re Getting Acquired. What Happens to Me? 30:04

10M ago30:04

30:04

Selling the practice is a big deal, but don’t panic just yet – you’re probably not getting fired! Doctors sell for a variety of reasons, and freaking out at first is normal. But a growth mindset beats a scarcity mindset every time and this is your chance to grow. An advocate for doctors through complex financial transactions, Bill Walker shares wha…

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Secrets to Managing Up That Nobody is Telling You 50:33

10M ago50:33

50:33

Kelcy Heringer asks us to change the way we think about giving direct feedback, especially to those “above” you and even the boss. Sure, that sounds really scary. But you’ll find out why you shouldn’t be afraid of it and how to do it in a way that doesn't make anyone think you’re a jerk. After all, it’s called giving feedback because it’s a gift. H…

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The Silver Lining of Getting Fired 14:44

10M ago14:44

14:44

… And other lessons learned growing from a tiny 700 sq. ft. Pepto-Bismol-pink office with three employees to three locations and a team of 90 (with 60 hired in just 14 months!) This week we flip the script as Andrea Watkins sits down with Austin plastic surgeon Dr. Johnny Franco to hear the doctor’s side of the story following our previous episode …

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From the Front Desk to Leadership in Record Time 24:05

11M ago24:05

24:05

Growing an aesthetic practice from 30 to 100 team members in just one year is almost unheard of. Heather Hughes and Jenna Hennig, sisters and coworkers at Austin Plastic Surgeon, weren’t just witnesses to this growth—they were key players. Starting at the front desk, Heather rose to COO while Jenna became a high-performing aesthetic injector. But c…

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From Awkward to Cha-Ching: The Ultimate Guide to Talking About Money in Aesthetic Practices 39:43

11M ago39:43

39:43

Talking about money is awkward, right? It’s taboo, it’s uncomfortable, and everyone has unspoken baggage around it. But success in aesthetics requires confidently discussing costs with patients, and being great at it helps you advance your own career. To help you get over it fast, we’ve invited Janelle Robinson, COO of La Jolla Cosmetic Surgery Cen…

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Practiceland: Not Your Doctor's Podcast [Trailer] 1:09

12M ago1:09

1:09

Let’s be real—working in an aesthetic practice is a roller coaster. Phones that never stop ringing, leads stacking up, last-minute doctor requests, and the patient right in front of you. Welcome to PracticeLand—where we get it because we’ve been there. So have our guests (your peers and the industry’s best). Each week, we share insider tips and str…