As labor shortages, rising costs, and increasing payer complexity strain revenue cycle operations, healthcare finance leaders are turning to automation and AI as strategic tools—not quick fixes.
In a recent HFMA Executive Roundtable hosted by Infinx Chief Product Officer Navaneeth Nair, executives from leading health systems shared how they’re navigating these challenges and rethinking the future of revenue cycle management (RCM).
Key Takeaways from the Discussion
1. AI Should Support, Not Replace, Staff
Panelists emphasized that automation isn’t about eliminating jobs. Instead, it’s a way to relieve overburdened teams and create space for higher-value work. As Seth Katz of University Health KC noted, “AI is not going to replace people. It’s people who know how to use AI who are going to replace people who don’t.”
2. Small Denials Add Up—and Technology Can Help
Barbara Townsend from McLaren Health Care shared how her team used denial data to uncover costly patterns hidden in low-dollar, high-volume claims. Automating denial categorization and resolution can unlock significant revenue and reduce resource drain.
3. Revenue Cycle Talent is Hard to Find—and Even Harder to Train
With no formal pipeline for RCM professionals, health systems are using automation to onboard and upskill new staff. “Revenue cycle isn’t something you go to school for,” said Katz, highlighting the need for intuitive tools that shorten the learning curve and improve accuracy.
4. Automation is Key to Building a Resilient RCM Infrastructure
Several leaders discussed the challenge of an aging workforce and limited recruitment from younger generations. Robert Boos of Centra Health warned, “We’re not seeing the replenishment of 20- and 30-year-olds coming into revenue cycle at all.” Forward-thinking organizations are turning to automation, global support models, and technology-driven workflows to prepare for the future.
5. Patients Are Ready for Automation, Too
Surprisingly high engagement with patient portals and kiosks was another bright spot. Boos reported that 91% of patients were making self-service payments or arrangements online—an encouraging sign that further front-end automation (like estimates and insurance verification) can improve the patient financial experience.
We’re proud to support healthcare organizations on their automation journey—from prior authorizations and eligibility checks to denial analytics and AR optimization. This roundtable reaffirms what we see every day: smart, strategic use of automation helps providers protect revenue, reduce burnout, and deliver a better patient experience.