Capturing same-day demand: Next Level Urgent Care increased booking conversion by 30%
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Next Level Urgent Care was founded by a physician mother who experienced how costly and inconvenient an emergency room visit could be. The organization built its reputation on convenient, on-demand healthcare, since expanding to 47 Texas locations and counting.
But as they entered new markets, leadership noticed a major digital speed bump. While patients easily found Next Level online, booking an appointment digitally wasn’t as smooth as the in-clinic experience.
Many people assume urgent care patients simply walk in or join a virtual waitlist. But today’s urgent care patients expect healthcare to mirror services like Amazon or DoorDash, demanding speed, proximity, and guaranteed appointment times over crowded waiting rooms. To meet that demand, Next Level needed a digital booking experience that made getting an appointment effortless.
“Once new patients come through the door, they return,” Chief Administrative Officer Alexis Smith says. “We have strong satisfaction, so the challenge was simply getting them inside.”
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Talk to SalesWebsite Scheduling enhanced the online funnels we already owned. It closed the leakage point, kept patients in our experience, and improved conversion.
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Talk to SalesMeeting urgent care patients where they are
Next Level originally turned to the Zocdoc app to reach people searching for care online, which introduced a powerful new patient acquisition channel.
But they noticed that they were still missing out on a way to help people easily book same-day appointments online. Before Next Level optimized their online booking, prospective patients had to manually compare locations, search availability across multiple pages, or download their app and set up an account before they could even view open schedule slots.
But when people need care urgently, any delay sends them elsewhere. “When someone is sick, the last thing we want to do is put another obstacle in their way,” says Alexis Smith, Chief Administrative Officer.
Launching Zocdoc’s Website Scheduling smoothed out the bumpiness in booking. Patients secured appointments directly on their site, without leaving the Next Level experience.
The true breakthrough came from using both tools in tandem, notes Chief Technology Officer Bill McGrath. “The Zodoc app helps new patients find Next Level,” he says. “Website Scheduling helps us understand exactly how patients book care and gives us the raw data to optimize the experience and get more patients through the door.”
30%
lift in website conversion rate
18.5%
increase of same day bookings
22x
ROI per clinic location
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Talk to SalesZocdoc provided white-glove analytical support. Having a partner actively analyzing our capacity allowed us to make smarter operational decisions that directly drove patient growth.
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Talk to SalesUnlocking best-in-class conversion
When Next Level launched Website Scheduling, the initial goal was to eliminate booking friction on their owned channels. And it worked: Seamless online booking with Website Scheduling increased the site’s conversion rate by 30%, which helped double patient volume from their website.
But the real game-changer came from Zocdoc’s high-touch, white-glove partnership. Working together, Zocdoc and Next Level analyzed booking patterns to see where patients got stuck. Resolving them led to a massive volume expansion.
The team learned that small operational decisions could have a big impact on how quickly patients connected with care. For example, Zocdoc platform insights showed that forcing patients to enter insurance details caused a 20% drop-off. Making that field optional triggered an immediate 5% bump in bookings in just a few days.
Zocdoc data also showed that patients book same-day care fastest when they can reserve a slot within two hours: what Next Level coined as the “two-hour golden window.” Next Level unlocked that immediate availability by merging its walk-in and online schedules, which also helped cut no-shows and cancellations by 73%.
“When you remove digital friction for patients needing urgent care, the operational impact is immediate,” says April Gillam, Chief Operating Officer. “Working with Zocdoc gave us both the seamless booking experience our patients expect and the financial clarity to prove that converting web traffic directly into visits drives real, scalable growth.”
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Talk to SalesWe’ve gotten Google reviews saying it was so easy to book an appointment. That’s not feedback we used to get.
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