The Future of RCM: Leveraging AI, Automation, and Human-Centered Design to Transform Patient Financial Care

Hospitals today are juggling tighter budgets, shifting regulations, and increasingly savvy patients—all while trying to keep financial operations running smoothly. That pressure has made the revenue cycle a powerful lever for innovation. The spread of artificial intelligence (AI) and automation is no longer experimental; it’s reshaping how health systems manage billing, reimbursement, and patient engagement. According to a 2025 Bain & Company survey, 82% of hospital executives plan to expand AI investments, especially in prior authorization automation, clinical documentation, and predictive analytics—evidence that the digital transformation of revenue cycle management (RCM) is well underway.

So, what does innovation really look like inside a modern revenue cycle department—and how can health systems balance technology advancement with patient experience and data protection?

In this episode of ElevatePFS’ Revenue Cycle Insights, hosts Deana Norvell and Scott Willey sit down with April York, Vice President of Patient Financial Services & Revenue Cycle Services Innovation at Novant Health. Together, they explore the challenges, opportunities, and leadership mindset needed to build a future-ready RCM organization.

What you’ll learn…

• The evolving role of innovation and AI in revenue cycle management—from appeals automation to predictive analytics for denials.
• Regulatory and operational challenges facing healthcare organizations, including Medicaid expansion and the impact of compliance changes.
• Human-centered transformation, where technology enhances patient financial experience without removing the personal touch.

April York, MHA, CRCR, CHFP, is a transformational healthcare executive with over 20 years of experience leading large-scale revenue cycle operations, innovation, and process improvement for major health systems. She has a proven record of driving financial performance, implementing AI-driven and technology-enabled solutions, and elevating the patient financial experience. Recognized by Becker’s Hospital Review as a top female revenue cycle leader, York is known for building high-performing teams and aligning revenue strategies with organizational growth and compliance goals.

Article written by MarketScale.