Recent studies indicate that prioritizing investments in AI and advanced automation is a key focus for RCM leaders heading into 2025.

A recent Qualtrics market survey conducted by Waystar, a leading healthcare payment software provider, has unveiled the top revenue cycle management (RCM) trends for 2025. The study, which involved 600 healthcare RCM, finance, and technology leaders from provider organizations of various sizes, highlights a strong focus on AI and advanced automation as key priorities for addressing industry challenges. Patient access and claim management have emerged as the top RCM functions targeted for automation investment.

Healthcare leaders are under increasing pressure due to rising administrative costs, growing claim denials, payer conflicts, and cybersecurity threats. The survey underscores a significant shift toward strategic software investments aimed at accelerating cash flow, adapting to evolving payer policies, and optimizing operational performance.

• Increased Investment in AI and Advanced Automation: 92% of leaders rank AI and advanced automation as their top priority for streamlining RCM operations. Key areas of focus, in order of importance, include patient access, claim management, revenue integrity, patient financial care, denial prevention, and denial management.
• Focus on ROI from RCM Software: Return on investment (ROI) is a critical factor in RCM purchasing decisions. Many providers are considering alternative vendors when their current solutions fail to deliver satisfactory ROI, making it a primary reason for switching platforms.
• Prioritizing Data Security: Cybersecurity concerns are a major driver for change, with data security issues ranking as the second most important factor in switching RCM software, after poor client support. Protecting sensitive financial and patient data is also a top consideration when evaluating new RCM solutions.
• Shift to End-to-End Software Platforms: Over 70% of providers now rely on one to two software partners for all RCM needs, moving away from siloed, non-integrated point solutions. A 2024 study found that 100% of leaders using end-to-end platforms report positive ROI, driving the industry’s preference for comprehensive solutions.
• Enhancing Patient Access to Reduce Denials: Hospitals and health systems spend nearly $20 billion annually on overturning denied claims, with 60% of denials stemming from front-end patient access errors. To address this, organizations are increasing investments in automating financial clearance processes, such as prior authorizations and eligibility verification, making patient access the top RCM automation priority.
• Optimizing Cash Flow with Error-Free Claims: With claim denials up 20% and labor costs for claims status inquiries rising 71% over five years, providers are prioritizing automation in claim management to minimize errors and improve cash flow. Investments in this area enable real-time claim tracking, streamlined submissions, and more effective monitoring.

Matt Hawkins, CEO of Waystar, emphasized the findings, stating, “Healthcare leaders are clear on their investment priorities for 2025: AI and advanced automation are critical to improving efficiency, accuracy, and security.”
The survey highlights a clear industry trend toward leveraging technology to address persistent challenges, with a focus on automation, data security, and integrated solutions to drive better financial and operational outcomes.