Episodios

  • Clarity is Kindness: Mastering the Mindset of the Patient Care Coordinator

    Clarity is Kindness: Mastering the Mindset of the Patient Care Coordinator
    May 27 2025
    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 standout PCC, and how the rest of the team should support the people in this high-impact role.

    From building trust and guiding patients through decisions to keeping the surgeon’s schedule running smoothly, the PCC role is both strategic and deeply personal. It’s the heartbeat of every successful practice.

    Find out how PCC success is really measured, why the mantra “clarity is kindness” is key, and the surprising places this role can take your career.

    GUEST

    Allison Petriella
    Lead Conversion Analyst & Consultant, Studio 3 Marketing

    After nine years honing her skills in the intricacies of private practice management and the nuances of plastic surgery sales, Alli dedicates her expertise to helping practices adopt the most effective strategies and conquer their operational hurdles by leveraging the power of cutting-edge software solutions.

    Connect with Alli on LinkedIn

    SHE DID WHAT?

    Got a wild customer service story or a sticky patient situation to share? If your tale makes it into our "She did what?" segment, we'll send a thank you gift you'll actually love. Promise, no cheap swag here. Send us a message or voicemail at practicelandpodcast.com.

    SUBSCRIBE

    Are you one of us? Subscribe for new episode notifications and more at practicelandpodcast.com.

    HOSTS

    Blake Lucas, Senior Director of Customer Experience at PatientFi

    Blake oversees a dedicated team responsible for managing patient and provider inquiries, troubleshooting technical issues, and handling any unexpected challenges that come their way. With a strong focus on delivering exceptional service, he ensures that both patients and providers receive the support they need for a seamless experience.

    Learn more about PatientFi

    Andrea Watkins, VP Conversion Consulting, Studio 3 Marketing

    Andrea’s journey in the aesthetics industry began as the COO of a thriving plastic surgery practice, where she gained firsthand experience in optimizing operations and driving growth. Now, as the Vice President of Conversion Coaching at Studio III, she works closely with multiple practices, providing expert guidance to accelerate their success. Passionate about equipping teams with the right tools and strategies, Andrea helps individuals excel in their roles while simultaneously enhancing overall practice performance.

    Learn more about Studio III Marketing and LeadLoop CRM for plastic surgery practices and medical spas.

    Co-hosts: Andrea Watkins & Blake Lucas
    Producer: Eva Sheie @ The Axis
    Assistant Producers: Mary Ellen Clarkson & Hannah Burkhart
    Engineering: Ian Powell
    Theme music: Full Time Job, Mindme
    Cover Art: Dan Childs
    Practiceland is a production of The Axis: theaxis.io
    Más Menos
    41 m
  • Overworked, Underpaid, and Stuck?

    Overworked, Underpaid, and Stuck?
    May 20 2025
    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 be seen as the leader you really are, starting with not saying yes to every request that lands in your inbox at 11 PM.

    GUEST

    Kelcy Heringer
    Business & Exec Accelerator

    Kelcy helps high-growth companies and top-impact leaders fast-track growth. Her approach has helped 847+ people get promoted within 3-12 months, and helps hundreds of high achievers confidently grow their careers.

    Connect with Kelcy on LinkedIn

    Follow Kelcy on Instagram @kelcy_heringer

    SHE DID WHAT?
    Got a wild customer service story or a sticky patient situation to share? If your tale makes it into our "She did what?" segment, we'll send a thank you gift you'll actually love. Promise, no cheap swag here. Send us a message or voicemail at practicelandpodcast.com.

    SUBSCRIBE
    Are you one of us? Subscribe for new episode notifications and more at practicelandpodcast.com.

    HOSTS

    Blake Lucas, Senior Director of Customer Experience at PatientFi

    Blake oversees a dedicated team responsible for managing patient and provider inquiries, troubleshooting technical issues, and handling any unexpected challenges that come their way. With a strong focus on delivering exceptional service, he ensures that both patients and providers receive the support they need for a seamless experience.

    Learn more about PatientFi

    Andrea Watkins, VP Conversion Consulting, Studio 3 Marketing

    Andrea’s journey in the aesthetics industry began as the COO of a thriving plastic surgery practice, where she gained firsthand experience in optimizing operations and driving growth. Now, as the Vice President of Conversion Coaching at Studio III, she works closely with multiple practices, providing expert guidance to accelerate their success. Passionate about equipping teams with the right tools and strategies, Andrea helps individuals excel in their roles while simultaneously enhancing overall practice performance.

    Learn more about Studio III Marketing and LeadLoop CRM for plastic surgery practices and medical spas.

    Co-hosts: Andrea Watkins & Blake Lucas
    Producer: Eva Sheie @ The Axis
    Assistant Producers: Mary Ellen Clarkson & Hannah Burkhart
    Engineering: Ian Powell
    Theme music: Full Time Job, Mindme
    Cover Art: Dan Childs

    Practiceland is a production of The Axis: theaxis.io
    Más Menos
    15 m
  • Fake it Till You Make It? Mastering the Mindset of the Front Desk

    Fake it Till You Make It? Mastering the Mindset of the Front Desk
    May 13 2025
    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.

    Even if you’re not on the front line, you need to know how it fits and functions within a successful, high-performing team to better support the people who are.

    GUEST

    Allison Petriella
    Lead Conversion Analyst & Consultant, Studio 3 Marketing

    After nine years honing her skills in the intricacies of private practice management and the nuances of plastic surgery sales, Alli dedicates her expertise to helping practices adopt the most effective strategies and conquer their operational hurdles by leveraging the power of cutting-edge software solutions.

    Connect with Alli on LinkedIn

    SHE DID WHAT?
    Got a wild customer service story or a sticky patient situation to share? If your tale makes it into our "She did what?" segment, we'll send a thank you gift you'll actually love. Promise, no cheap swag here. Send us a message or voicemail at practicelandpodcast.com.

    SUBSCRIBE
    Are you one of us? Subscribe for new episode notifications and more at practicelandpodcast.com.

    HOSTS
    Blake Lucas, Senior Director of Customer Experience at PatientFi

    Blake oversees a dedicated team responsible for managing patient and provider inquiries, troubleshooting technical issues, and handling any unexpected challenges that come their way. With a strong focus on delivering exceptional service, he ensures that both patients and providers receive the support they need for a seamless experience.

    Learn more about PatientFi

    Andrea Watkins, VP Conversion Consulting, Studio 3 Marketing

    Andrea’s journey in the aesthetics industry began as the COO of a thriving plastic surgery practice, where she gained firsthand experience in optimizing operations and driving growth. Now, as the Vice President of Conversion Coaching at Studio III, she works closely with multiple practices, providing expert guidance to accelerate their success. Passionate about equipping teams with the right tools and strategies, Andrea helps individuals excel in their roles while simultaneously enhancing overall practice performance.

    Learn more about Studio III Marketing and LeadLoop CRM for plastic surgery practices and medical spas.

    Co-hosts: Andrea Watkins & Blake Lucas
    Producer: Eva Sheie @ The Axis
    Assistant Producers: Mary Ellen Clarkson & Hannah Burkhart
    Engineering: Ian Powell
    Theme music: Full Time Job, Mindme
    Cover Art: Dan Childs
    Practiceland is a production of The Axis: theaxis.io
    Más Menos
    33 m
  • Things No One Tells You About Working For a Husband/Wife Team

    Things No One Tells You About Working For a Husband/Wife Team
    May 6 2025
    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 aesthetics, and wrote an 80-page business plan to launch their practice.Now, with a team of 20 and a thriving practice, Sara shares crucial advice for anyone working with their spouse and anyone who’s part of the unique dynamic when the bosses are married. This episode was recorded live at The Aesthetic MEET in Austin, Texas. GUESTSSara CampPractice Manager, Head of Marketing & Co-FounderCamp Plastic SurgerySara Camp is the co-founder and practice manager of her husband’s thriving plastic surgery clinic in Fort Worth, Texas. A former acute nurse practitioner turned business strategist, she combined her medical background with sharp marketing instincts to help build the practice she runs alongside her husband, Dr. Steven Camp. She’s passionate about creating an exceptional patient experience, growing a strong team, and keeping things real.Follow Sara on Instagram @saracampplasticsurgerywifeConnect with Sara on LinkedInSteven Camp, MDPlastic Surgeon, Co-Founder & CEOCamp Plastic SurgeryDr. Steven Camp is a fellowship-trained plastic surgeon recognized nationally as a leader in the field of aesthetic surgery. His impressive credentials include a prestigious plastic surgery residency at the University of Utah, where he served as Chief Resident; serving as a board member with The Aesthetic Society, the leading plastic surgery professional association; specialized training with world-renowned experts in advanced facelift/deep plane facelift techniques and preservation rhinoplasty; and attending the invitation-only Total Definer advanced surgical training courses with Dr. Alfredo Hoyos. His exceptional surgical skills and gift for putting patients at ease attract patients from throughout Texas and around the country.Learn more about Camp Plastic SurgeryFollow Dr. Camp on Instagram @stevencampmdSHE DID WHAT?Got a wild customer service story or a sticky patient situation to share? If your tale makes it into our "She did what?" segment, we'll send a thank you gift you'll actually love. Promise, no cheap swag here. Send us a message or voicemail at practicelandpodcast.com.SUBSCRIBEAre you one of us? Subscribe for new episode notifications and more at practicelandpodcast.com. Learn more about PatientFiHOSTAndrea Watkins, VP Conversion Consulting, Studio 3 MarketingAndrea’s journey in the aesthetics industry began as the COO of a thriving plastic surgery practice, where she gained firsthand experience in optimizing operations and driving growth. Now, as the Vice President of Conversion Coaching at Studio III, she works closely with multiple practices, providing expert guidance to accelerate their success. Passionate about equipping teams with the right tools and strategies, Andrea helps individuals excel in their roles while simultaneously enhancing overall practice performance.Learn more about Studio III Marketing and LeadLoop CRM for plastic surgery practices and medical spas. Co-hosts: Andrea Watkins & Blake LucasProducer: Eva Sheie @ The AxisAssistant Producers: Mary Ellen Clarkson & Hannah BurkhartEngineering: Ian PowellTheme music: Full Time Job, MindmeCover Art: Dan ChildsPracticeland is a production of The Axis: theaxis.io
    Más Menos
    24 m
  • Better Together: How We Learned Everything the Hard Way

    Better Together: How We Learned Everything the Hard Way
    Apr 29 2025
    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 Centre share their hardest lessons and most valuable tips for happiness at work.This episode was recorded live at The Aesthetic MEET in Austin, TexasGUESTSJenny Burnley Seestadt, Certified Laser Specialist & Medical AestheticianJenny is a licensed medical aesthetician and certified laser specialist with over 24 years of experience in the laser and skin care industry. Her extensive training and experience in aesthetic dermatology and cosmetic laser procedures has made her a highly respected expert in this industry. A clinical trainer for a variety of laser and aesthetic companies and a keynote speaker to physicians, nurses, and aestheticians at state and regional meetings, Jenny’s passion is making every individual’s skin as beautiful as it can be.Follow Jenny on Instagram @restoredbyjennyConnect with Jenny on LinkedInKacie Killough, RNKacie is an experienced nurse injector specializing in neuromodulators, filler, and PRP treatments for facial rejuvenation. Her comforting and reassuring approach immediately puts patients at ease. Follow Kacie on Instagram @atxinjectorkacieLearn more about Restora Austin Plastic Surgery CentreSHE DID WHAT?Got a wild customer service story or a sticky patient situation to share? If your tale makes it into our "She did what?" segment, we'll send a thank you gift you'll actually love. Promise, no cheap swag here. Send us a message or voicemail at practicelandpodcast.com.SUBSCRIBEAre you one of us? Subscribe for new episode notifications and more at practicelandpodcast.com. HOSTSBlake Lucas, Senior Director of Customer Experience at PatientFiBlake Lucas is all about creating great customer experiences and making things easier for both businesses and their clients. As Senior Director of Customer Experience at PatientFi, he helps medical practices offer seamless financing options to their patients. With a background in training, account management, and leadership, he’s passionate about motivating teams and improving processes. When he’s not working, he’s busy being a proud dad to his twin boys, finding joy in the everyday chaos of fatherhood.Learn more about PatientFiAndrea Watkins, VP Conversion Consulting, Studio 3 MarketingAndrea’s journey in the aesthetics industry began as the COO of a thriving plastic surgery practice, where she gained firsthand experience in optimizing operations and driving growth. Now, as the Vice President of Conversion Coaching at Studio III, she works closely with multiple practices, providing expert guidance to accelerate their success. Passionate about equipping teams with the right tools and strategies, Andrea helps individuals excel in their roles while simultaneously enhancing overall practice performance.Learn more about Studio III MarketingCo-hosts: Andrea Watkins & Blake LucasProducer: Eva Sheie @ The AxisAssistant Producers: Mary Ellen Clarkson & Hannah BurkhartEngineering: Aron DevereauxTheme music: Full Time Job, MindmeCover Art: Dan ChildsPracticeland is a production of The Axis: theaxis.io
    Más Menos
    30 m
  • This Episode is Worth Millions of Dollars [Part 2]

    This Episode is Worth Millions of Dollars [Part 2]
    Apr 22 2025
    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 this deep-dive episode packed with actionable tactics, Andrea Watkins and Eva Sheie uncomplicate what conversion really is and what a “good” conversion rate looks like.

    Hear the dumbest conversion-killers we’ve seen, so you can be a hero and fix these common mistakes to get more leads and more new patients immediately.

    Every touchpoint with a prospective patient plays a role in converting someone from being merely aware that you exist to ready and committed. When you know what conversions you should be measuring and how to measure it, you can quickly, affordably, and confidently get more of them.

    GUEST

    Eva Sheie
    Founder & CEO of The Axis

    With two decades of healthcare marketing experience, Eva Sheie is a startup veteran, content strategist, and podcast producer. As founder of The Axis, she helps people navigate complex medical decisions through insightful podcasts.

    Learn more about The Axis

    Follow @axispodcasts on Instagram
    Follow The Axis on LinkedIn
    Connect with Eva on LinkedIn

    SHE DID WHAT?
    Got a wild customer service story or a sticky patient situation to share? If your tale makes it into our "She did what?" segment, we'll send a thank you gift you'll actually love. Promise, no cheap swag here. Send us a message or voicemail at practicelandpodcast.com.

    SUBSCRIBE
    Are you one of us? Subscribe for new episode notifications and more at practicelandpodcast.com.

    HOSTS

    Blake Lucas, Senior Director of Customer Experience at PatientFi

    Blake oversees a dedicated team responsible for managing patient and provider inquiries, troubleshooting technical issues, and handling any unexpected challenges that come their way. With a strong focus on delivering exceptional service, he ensures that both patients and providers receive the support they need for a seamless experience.

    Learn more about PatientFi

    Andrea Watkins, VP Conversion Consulting, Studio 3 Marketing

    Andrea’s journey in the aesthetics industry began as the COO of a thriving plastic surgery practice, where she gained firsthand experience in optimizing operations and driving growth. Now, as the Vice President of Conversion Coaching at Studio III, she works closely with multiple practices, providing expert guidance to accelerate their success. Passionate about equipping teams with the right tools and strategies, Andrea helps individuals excel in their roles while simultaneously enhancing overall practice performance.

    Learn more about Studio III Marketing

    Co-hosts: Andrea Watkins & Blake Lucas
    Producer: Eva Sheie @ The Axis
    Assistant Producers: Mary Ellen Clarkson & Hannah Burkhart
    Engineering: Aron Devereaux
    Theme music: Full Time Job, Mindme
    Cover Art: Dan Childs

    Practiceland is a production of The Axis: theaxis.io
    Más Menos
    31 m
  • This Episode is Worth Millions of Dollars [Part 1]

    This Episode is Worth Millions of Dollars [Part 1]
    Apr 15 2025
    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 really is and what a “good” conversion rate looks like. Hear the dumbest conversion-killers we’ve seen, so you can be a hero and fix these common mistakes to get more leads and more new patients immediately.Every touchpoint with a prospective patient plays a role in converting someone from being merely aware that you exist to ready and committed. When you know what conversions you should be measuring and how to measure it, you can quickly, affordably, and confidently get more of them. Download the marketing funnel map to identify gaps in your strategy.GUESTEva SheieFounder & CEO of The AxisWith two decades of healthcare marketing experience, Eva Sheie is a startup veteran, content strategist, and podcast producer. As founder of The Axis, she helps people navigate complex medical decisions through insightful podcasts.Learn more about The AxisFollow @axispodcasts on Instagram Follow The Axis on LinkedInConnect with Eva on LinkedInSHE DID WHAT?Got a wild customer service story or a sticky patient situation to share? If your tale makes it into our "She did what?" segment, we'll send a thank you gift you'll actually love. Promise, no cheap swag here. Send us a message or voicemail at practicelandpodcast.com.SUBSCRIBEAre you one of us? Subscribe for new episode notifications and more at practicelandpodcast.com. HOSTSBlake Lucas, Senior Director of Customer Experience at PatientFiBlake oversees a dedicated team responsible for managing patient and provider inquiries, troubleshooting technical issues, and handling any unexpected challenges that come their way. With a strong focus on delivering exceptional service, he ensures that both patients and providers receive the support they need for a seamless experience.Learn more about PatientFiAndrea Watkins, VP Conversion Consulting, Studio 3 MarketingAndrea’s journey in the aesthetics industry began as the COO of a thriving plastic surgery practice, where she gained firsthand experience in optimizing operations and driving growth. Now, as the Vice President of Conversion Coaching at Studio III, she works closely with multiple practices, providing expert guidance to accelerate their success. Passionate about equipping teams with the right tools and strategies, Andrea helps individuals excel in their roles while simultaneously enhancing overall practice performance.Learn more about Studio III Marketing and LeadLoop CRM for plastic surgery practices and medical spas. Co-hosts: Andrea Watkins & Blake LucasProducer: Eva Sheie @ The AxisAssistant Producers: Mary Ellen Clarkson & Hannah BurkhartEngineering: Aron DevereauxTheme music: Full Time Job, MindmeCover Art: Dan ChildsPracticeland is a production of The Axis: theaxis.io
    Más Menos
    55 m
  • Why We Made Practiceland (and PatientFi) Just For You

    Why We Made Practiceland (and PatientFi) Just For You
    Apr 8 2025
    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 exists: to share the tools and strategies that make life easier for you and your patients.

    About Todd Watts
    Todd Watts, CEO and Co-Founder of PatientFi, has a mission to make healthcare more affordable. He started PatientFi in 2017 with the goal of giving people flexible payment options for their medical bills. The company has taken off, making Deloitte's Technology Fast 500 and Inc. 5000's list of fastest-growing companies. Todd's vision for PatientFi is to keep helping more and more people get the care they need.

    Links

    Connect with Todd on LinkedIn

    Request a demo of PatientFi

    Guest:Todd Watts, CEO and Co-Founder of PatientFi

    Host:
    Andrea Watkins, VP of Conversion Coaching at Studio III Marketing

    SHE DID WHAT?
    Got a wild customer service story or a sticky patient situation to share? If your tale makes it into our "She did what?" segment, we'll send a thank you gift you'll actually love. Promise, no cheap swag here. Send us a message or voicemail at practicelandpodcast.com.

    SUBSCRIBE
    Are you one of us? Subscribe for new episode notifications and more at practicelandpodcast.com.

    HOSTS

    Blake Lucas, Senior Director of Customer Experience at PatientFi

    Blake Lucas is all about creating great customer experiences and making things easier for both businesses and their clients. As Senior Director of Customer Experience at PatientFi, he helps medical practices offer seamless financing options to their patients. With a background in training, account management, and leadership, he’s passionate about motivating teams and improving processes. When he’s not working, he’s busy being a proud dad to his twin boys, finding joy in the everyday chaos of fatherhood.

    Learn more about PatientFi

    Andrea Watkins, VP Conversion Consulting, Studio 3 Marketing

    Andrea’s journey in the aesthetics industry began as the COO of a thriving plastic surgery practice, where she gained firsthand experience in optimizing operations and driving growth. Today, as the Vice President of Conversion Coaching at Studio III Marketing, her mission is to make proven best practices in aesthetics accessible to everyone from the front desk to the back office. Through implementation of the right people, systems and processes, she guides practices across the nation to streamline workflows, increase revenue, and have fun along the way! Her true passion is equipping women with the right tools to make the most of their roles and empower them to serve patients and doctors, while creating stable and rewarding careers for themselves.

    Learn more about Studio III Marketing

    Co-hosts: Andrea Watkins & Blake Lucas
    Producer: Eva Sheie @ The Axis
    Assistant Producers: Mary Ellen Clarkson & Hannah Burkhart
    Engineering: Aron Devereaux
    Theme music: Full Time Job, Mindme
    Cover Art: Dan Childs

    Practiceland is a production of The Axis: theaxis.io
    Más Menos
    13 m
adbl_web_global_use_to_activate_T1_webcro805_stickypopup