The company partners with more than 70 health systems across the country to support 3+ million annual patient visits

UCP Merchant Medicine helps drive patient loyalty and satisfaction with an average Net Promoter Score of 94 and 34-minute door-to-door visit time

UCP Merchant Medicine, the leading national consultancy driving modern urgent care and on-demand care transformation and AI-powered performance optimization for health systems, celebrates 10 years of helping U.S. health systems turn urgent and ambulatory care into profitable and scalable patient acquisition mechanisms.

The milestone comes at a moment when health systems are struggling with declining margins, increasing costs, and frayed patient loyalty, and, as a result, are looking for proven strategies and solutions to deliver high-quality, consistent care to patients and ensure long-term financial sustainability.

A Strategy-Driven Origin: Built for Health Systems by Health System Strategists

Founded in 2015 on a deep understanding of health system strategy and operations, UCP Merchant Medicine was created to bridge the gap between consumer expectations and system capabilities. Recognizing that episodic urgent care visits could be the entry point into a broader clinical journey, the company pioneered an approach that treats urgent care not as an outlier, but as a strategic asset.

“We realized early on that urgent care wasn’t just about access—it was about opportunity,” said Brandon J. Robertson, founder & president of UCP Merchant Medicine. “When health systems own the consumer front door, they gain the ability to route care, build loyalty, and deliver consistent quality. That’s what our model has delivered for the last 10 years, and what we’ll continue to lead with into the future.”

Momentum and Market Impact: A Model That Delivers Data-driven Results

UCP Merchant Medicine’s consulting platform and integrated AI engine, Intellivisit, have redefined how health systems operationalize ambulatory care across urgent care, virtual care, primary care, occupational health, and even emergency departments. The result: scalable models built around reliability, efficiency, and integration.

Today, UCP Merchant Medicine:

• Supports 10% of the 100 million urgent care visits across the U.S.
• Operates across 70+ health systems in 40+ states
• Drives Net Promoter Scores averaging 94 (industry avg: 71)
• Achieves 34-minute average Door-to-Door times (industry avg: 58)
• Delivers a financial model that breaks even with 16 patient visits per day
• Fully integrates with health system mission, branding, capabilities, and EMRs
• Enables AI-supported diagnosis, documentation, and care standardization
• Drives cost reduction and margin improvement at scale

“What sets us apart is our ability to link clinical operations with financial and strategic outcomes,” said Chris Lukasiak, CEO of UCP Merchant Medicine. “Every staffing model, throughput tactic, and workflow design we implement is backed by real-time data, performance tracking, and business model alignment. It’s not just care delivery; it’s an operating system for modern healthcare.”

The Intellivisit Engine: AI That Works for Providers and Systems

At the heart of the UCP model is Intellivisit, a proprietary AI platform that transforms how patient visits are initiated, documented, and analyzed. It functions as a structured medical interview, clinical decision support tool, and operational feedback loop all in one.

Intellivisit’s key platform capabilities:

• Real-time physician-level clinical decision support automating patient-specific medical interviews, diagnostic testing, and branded experience prompts
• Dynamic E/M coding and documentation optimization for reimbursement accuracy
• Care routing logic that intelligently navigates patients to the right site of care
• Longitudinal data structuring that enables system-wide research and analytics
• Performance management dashboards that help leaders track metrics and interventions in real time

Looking Ahead: Shaping the Next Decade of Clinical AI and System Integration

UCP Merchant Medicine is not just building urgent care models, but is redefining how systems think about ambulatory strategy, clinical performance, and digitally-augmented care experiences.

In its second decade, the company is focused on:

• Advancing real-time clinical decision-making and explainable AI
• Enabling adaptive staffing models through predictive analytics
• Powering clinically integrated networks with AI-native workflows
• Expanding Intellivisit into emergency departments (EDs), occupational health, and primary care
• Supporting value-based payment models through better data, outcomes, and throughput
• Setting new patient experience benchmarks for access, satisfaction, and loyalty

Roberston continued: “The story of healthcare’s next decade will be written by those who can turn data into action. That’s our promise to our partners: bringing intelligence to the point of care, supporting every provider, and enabling care systems that perform better for everyone.”

Partner Insights: The UCP Difference

Tim Pehrson, CEO, Integris Health: “In just 20 months, we grew from 3 average urgent care centers to 16 world-class INTEGRIS Health AllSet urgent care locations, now within a 15-minute drive for over 83% of the Oklahoma City CBSA population. We cut average door-to-door times from 61 minutes to 30 and increased Net Promoter Score, consistently performing in the top decile nationally. As a patient, I’ve experienced how different and remarkable this model of care truly is, and I am delighted we are offering it to our community. UCP Merchant Medicine has been an amazing partner that enabled INTEGRIS Health to rapidly bring this innovative urgent care model to our market.”

Florence Chang, President, MultiCare Health System: “With the guidance from UCP Merchant Medicine, MultiCare was the first health system in the country to launch a modern urgent care model with Indigo Urgent Care and has been one of our most effective ways to connect people to care. Indigo has since grown to 49 locations, with 2 more arriving soon, bringing consumer-first care to neighborhoods across Washington and Idaho. Its success has earned national recognition and sparked partnerships with other health systems. Patients call Indigo ‘fast, reliable, and amazingly friendly,’ and we hold a best-in-class 4.8+ star Google rating across Indigo, among the highest in urgent care nationwide.”

Barclay Berdan, CEO, Texas Health Resources: “Texas Health Resources diligently explored a variety of urgent care models, ultimately partnering with UCP Merchant Medicine to build a differentiated offering in our market. In just 2.5 years, Breeze Urgent Care launched 26 fully integrated sites, averaging a 94 NPS and 34-minute door-to-door time. Today, Breeze is one of our most productive relationship-building platforms. UCP brought their expertise, ingenuity and experience to create a seamless front door for patients across THR.”

About UCP Merchant Medicine

UCP Merchant Medicine is the backbone behind some of the most successful urgent care platforms in the country. We partner with health systems and operators to build urgent care that works the way it should—lean, fast, and clinically precise at scale. Our strategic advisory services reshape front-end care delivery, integrating operational redesign with real-time clinical execution. The result: platforms that are easier to staff, simpler to manage, and consistently deliver high performance. Across 3 million+ annual visits, our model achieves an average 94 net promoter score and half the industry average financial breakeven at only 16 visits per day, with average door-to-door times of 34 minutes. At the center is Intellivisit Concierge—our clinical intelligence platform. More than decision support, it re-engineer’s intake, sharpens provider thinking, and ensures every patient encounter is aligned to clinical Standard Operating Procedures. Built on 40,000+ hours of physician-led development, it delivers structured, actionable insight—before the provider even walks into the room. Learn more at https://ucpmm.com.

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