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Your marketing might be doing its job and you could still be losing your best patients. That’s the core tension we dig into with Kade Wilcox, founder of Convert Health, an ophthalmology lead generation and lead conversion specialist who has seen what happens after the form fill, the phone call, or the Meta ad click. When practices spend money to create demand but don’t respond fast or consistently, the real leak is not branding or ad spend. It’s follow-up, workflow, and patient engagement.

We talk about what “modern patient expectations” really mean for ophthalmology clinics trying to grow elective procedures like premium cataract and refractive lens exchange (RLE). Kade shares a simple but hard truth: patients want a seamless experience that feels like the tools they use every day, not phone tag, hold music, and repeated intake questions. We also discuss why a dedicated new patient concierge role can outperform a well-meaning team that’s forced to wear five hats.

Then we get tactical with Kade's conversion framework: speed to lead, joyful persistence, and true availability beyond 8 to 5. He shares mystery shopping insights (including how many practices never follow up at all), plus where AI in healthcare marketing can help staff move faster without replacing the human connection that high-value surgical decisions still need.

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This episode is brought to you by Seasoned Advice HR, where I help eye care clinics to hire, retain, and manage better — helping you get Better Results Through People. Learn more at seasoned-advice.com.

Contact me directly at mike@seasoned-advice.com

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