Insights on adapting, restructuring, and thriving in the AI workforce shift
Artificial intelligence is transforming healthcare revenue cycle management—but not in the way many feared. While early concerns focused on job loss, the reality is proving to be more nuanced, and far more empowering.
In an episode of Office Hours, LaVonne Hamby, Client Services Manager at Infinx, joined host Stuart Newsome to explore how AI is changing—not replacing—the roles of revenue cycle professionals. Drawing on more than 20 years of RCM experience, LaVonne shared how teams are navigating this shift and finding new opportunities to grow alongside intelligent tools.
From Front-End to AI Oversight: A Career in Evolution
LaVonne began her RCM journey in patient registration, working her way through billing, collections, denials management, and now client services. Her wide-ranging experience gives her a unique lens on how technology has evolved—and what it means for people working within the revenue cycle.
While AI may feel new to some, she points out that it’s been around in some form for years. Early examples include claim scrubbers, which identify errors before submission. What’s different now is how AI has evolved to be more predictive and autonomous.
“We used to think of AI as just automation,” LaVonne explained. “But today, it’s becoming proactive—it’s flagging potential denials, checking eligibility in real time, and identifying missing documentation before the claim is even sent.”
Embracing the Shift—With Some Hesitation
Revenue cycle teams are beginning to embrace AI as a productivity partner, but LaVonne acknowledges that the shift comes with some hesitation. Failed implementations or poor change management can create mistrust, especially when AI is seen as replacing human judgment.
“There’s always that fear—if AI can put together a complete appeal packet, does that mean you don’t need me anymore?” LaVonne said. “But it’s not about replacing people. It’s about reallocating them to higher-level tasks.”
The goal, she explained, is to move staff from manual work into oversight and strategy—monitoring AI performance, training it on payer nuances, and solving complex reimbursement challenges that require human thinking.
Redefining the Revenue Cycle Workforce
As AI agents take on repetitive tasks like appeal generation and AR follow-up, RCM teams are being restructured. Leaders are rethinking job roles, hiring for analytical skills, and building teams that can oversee both people and AI tools.
Rather than shrinking teams, AI is enabling organizations to do more with the staff they already have—especially during ongoing staffing shortages. In some cases, it reduces the need to hire for entry-level, task-based roles, allowing organizations to upskill their existing teams for more strategic work.
“You still need that human expertise,” LaVonne said. “Someone has to make sure the AI is interpreting things correctly. It’s not just set-it-and-forget-it.”
Compliance Still Reigns Supreme
Even as AI helps streamline workflows, compliance and oversight remain mission-critical. LaVonne emphasized the importance of audits, validation, and governance frameworks to ensure AI operates within regulatory boundaries.
“Compliance doesn’t go away just because AI is involved,” she noted. “The provider is still responsible—and CMS won’t be penalizing the AI if something goes wrong.”
Whether working with vendors or managing in-house solutions, revenue cycle leaders must hold AI to the same standards as human employees. That means regular audits, documented workflows, and explainable decision-making—especially in denial handling.
Navigating the Emotional Shift
Technology isn’t the only adjustment. Emotionally, some team members feel empowered by the change—while others feel overwhelmed or even displaced.
For experienced professionals used to managing payer workflows manually, transitioning to AI-assisted models can feel like a loss of control. But LaVonne sees a path forward rooted in education, transparency, and adaptability.
“There’s something empowering about solving a really tough denial,” she said. “And with AI handling the easy claims, your team gets to focus on the challenging work that truly requires their expertise.”
Advice for RCM Professionals: Embrace the Tool, Stay Adaptable
LaVonne’s advice to fellow RCM professionals navigating AI-driven change? Don’t fear it—embrace it.
“Think of AI as a tool, not a replacement. It’s meant to reshape workflows, not erase them,” she said. “RCM has always been full of change. This is just another process shift.”
She encourages revenue leaders and frontline staff alike to stay adaptable, invest in AI literacy, and advocate for transparency in how AI tools are being used. The more teams understand the technology, the more empowered they’ll be to work with it—and shape its future role in revenue operations.
Final Thought: The Goal Hasn’t Changed—But the Tools Have
Despite all the disruption AI brings, LaVonne reminded us that the core goal of RCM remains the same: clean claims, quick reimbursements, and financial stability for providers.
“AI is just helping us get there faster,” she said. “And when it’s used the right way, it’s not just about doing more—it’s about doing better.”
Ready to explore how AI can support your revenue cycle team?
Learn how our AI-powered solutions support denial prevention, AR follow-up, prior authorizations, and more—without replacing the people who make it all work.