For the first time in recent years, patient experience has overtaken revenue growth as the leading priority for revenue cycle management (RCM) leaders.
According to a new Transformative Trends Report by FinThrive, 71% of healthcare finance and revenue cycle leaders now rank improving patient experience as their top organizational goal. This marks a significant shift in mindset, as revenue growth had dominated priorities since the report’s launch in 2023.
A Clear Shift in Revenue Cycle Strategy
FinThrive surveyed 100 healthcare finance and RCM decision-makers over the summer, revealing a notable change in strategic focus. While 58% of respondents still consider increasing revenue a key goal, it no longer leads the list.
In 2023, nearly 90% of leaders prioritized revenue above all else—largely due to pandemic-driven margin pressure, economic instability, and rising operational costs. However, as healthcare organizations begin to regain positive operating margins for the first time since 2020, leaders are re-evaluating what long-term RCM success should look like.
This renewed financial stability appears to be creating space for a more patient-centric approach to revenue cycle management.
Patient Experience Is Becoming a Revenue Driver
Patients today expect transparent, seamless, and digital-first financial experiences—from scheduling appointments to understanding bills and making payments. When these expectations are met, providers see tangible benefits, including stronger patient loyalty, higher recommendation rates, and improved payment timeliness.
To support this shift:
- 52% of RCM leaders are investing in enhanced scheduling and self-service tools
- 41% are prioritizing improvements in patient payment processes, such as:
- Upfront cost estimates
- Flexible payment plans
- Digital wallets and personalized payment options
Automation and AI Move to the Center of RCM Operations
Automation is no longer viewed as an optional enhancement—it has become a core revenue cycle function.
The report found that:
- 76% of RCM leaders say automation is a key initiative for 2026
- 56% list AI and automation as their largest area of technology investment
- Over one-third identify AI as critical to improving patient experience outcomes
As administrative complexity continues to rise, automation is helping organizations reduce manual workloads, improve accuracy, and lower cost-to-collect—while allowing teams to focus on higher-value tasks.
Vendor Consolidation Becomes a Strategic Priority
With increasing technology maturity, healthcare organizations are shifting away from fragmented RCM tools and siloed vendors in favor of fewer, more strategic partners.
54% of respondents plan to consolidate their RCM vendors within the next three years
71% aim to reduce reliance on multiple, disconnected third-party vendors
The goal is to simplify contracts, minimize integration challenges, strengthen data security, and support faster system recovery during disruptions. These priorities align closely with two major RCM focus areas for 2026: reducing administrative burden and lowering cost-to-collect.
At I-Conic Solutions, we support this transition by delivering unified, end-to-end revenue cycle services under a single, secure framework. By reducing vendor sprawl, healthcare organizations can lower cost-to-collect, minimize integration complexity, and reduce administrative burden—key priorities as revenue cycle strategies evolve toward 2026.
Cybersecurity Now Shapes RCM Investment Decisions
Security concerns are playing a growing role in revenue cycle technology decisions. Following major industry disruptions—most notably the Change Healthcare ransomware attack in early 2024—85% of healthcare organizations reported adjusting their RCM technology strategies in response to cybersecurity risks.
As ransomware and cyber threats continue to impact healthcare, revenue cycle leaders are increasingly favoring unified, secure RCM platforms that reduce redundancy and enable faster recovery in the event of an attack.
Preparing Revenue Cycle Management for 2026
As payer dynamics evolve and self-pay volumes potentially increase, RCM leaders are rethinking how to balance financial performance with patient experience. Emerging technologies, automation, and AI are reshaping strategies, while cybersecurity and cost efficiency remain critical concerns.
The future of revenue cycle management will be defined by:
- Patient-first financial experiences
- AI-driven automation
- Streamlined vendor ecosystems
- Security-focused technology investments
Healthcare organizations that align patient experience with operational efficiency will be better positioned to navigate the challenges and opportunities of 2026.
