Andrea Watkins

Every reminder, confirmation, and follow-up your front desk sends is a chance to build trust — or get unsubscribed. Most teams run the generic, canned versions baked into their EMR, the ones patients tune out. This is about t...

Discounts feel like the fastest way to fill the schedule, but the cycle they create quietly destroys your reputation and hurts the business. Tackling one of the most controversial topics in aesthetics, Andrea and Alli argue a...

To believe that you can have a 100% same day close rate, you also have to believe your consultations are won or lost before your prospective patient ever walks into the office. Alli shares every detail of the proven process s...

…and then chose the wrong one. Alli’s with the wild story of losing her job to layoffs, picking herself up off the ground quickly, then crushing her job search so hard she had the unique challenge of choosing between seven of...

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 bra...

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...

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 rem...

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...

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 tho...

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 ...

“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 th...

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 ...

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 produc...

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...

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 w...

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...

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 c...

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 caree...

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 promot...

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 Pet...

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. ...

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 a...

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-clo...

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 ema...

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 Pati...

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...

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...

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 ...

… 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 s...

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 wer...

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 yo...