Waystar research: Investing in AI and advanced automation is a top 2025 priority for RCM leaders

Revenue cycle management (RCM) leaders across the country have named investing in AI and other automation as their top priority for 2025, according to new research released by Waystar, a provider of healthcare payment software based in Lehi.

The study surveyed 600 healthcare RCM, finance, and technology leaders from provider organizations of all types and sizes. The findings show that decision-makers are actively prioritizing AI and advanced automation to address critical challenges, with a focus on automation in patient access and claim management.

Healthcare leaders face mounting pressure from rising administrative costs, increasing claim denials, payer conflicts and cybersecurity threats, Waystar said. The research highlights a strong shift toward strategic software investments that accelerate cash flow, adapt to evolving payer policies and optimize performance.

The top six trends for healthcare leaders in 2025 include:

• Expanding AI and generative AI investments to streamline RCM operations. Ninety-two percent of leaders indicate their top priority is to invest in AI and advanced automation for RCM. Key focus areas for investment, in order of priority, include patient access, claim management, revenue integrity, patient financial care, denial prevention and denial management.
• Ensuring strong ROI from RCM software investments. Leaders emphasize return on investment (ROI) as a critical factor in their RCM purchasing decisions. Many providers consider alternative vendors when their current solutions underperform, citing low ROI as a core reason for switching platforms.
• Safeguarding data against cybersecurity breaches. Data security concerns with an existing vendor rank as the second most important factor in switching RCM software, following negative client support experiences. A strong focus on data security also ranks as a top factor when evaluating new revenue cycle software, reflecting the industry’s focus on protecting sensitive financial and patient information.
• Adopting end-to-end software platforms over point solutions. In contrast to the historical reliance on multiple siloed, non-integrated point solutions, more than 70 percent of providers now work with one to two software partners for all RCM needs. A 2024 study shows that 100 percent of leaders with end-to-end software platforms see a positive return on investment, which explains the industry’s shift from point solutions toward a single platform.
• Enhancing patient access to boost precision and prevent denial. Hospitals and health systems spend nearly $20 billion annually attempting to overturn denied claims. Since 60 percent of denials stem from front-end patient access errors, healthcare organizations are increasing automation investments in financial clearance processes, such as prior authorizations and eligibility verification.
• Strengthening cash flow with error-free claim submissions. With claim denials up 20 percent and labor costs for claims status inquiries rising 71 percent over five years, providers are prioritizing automation in claim management to reduce errors and optimize cash flow.

“Healthcare leaders are clear on their investment priorities for 2025: AI and advanced automation are critical to improving efficiency, accuracy and security,” said Matt Hawkins, CEO of Waystar.