What I am Learning on the Front Lines of RCM in Healthcare - and Why We Can't Ignore Automation Any Longer

Let me be honest: if you've ever worked in healthcare RCM, you know the pain is real.

Our customers at XY.AI are in it — elbow-deep in claims, denials, resubmissions, and that constant, gnawing pressure of metrics and quotas. They are the quiet engines keeping the lights on, yet every day feels like running uphill in sand. It isn't just the work- it's the weight of the system pressing down on everyone in the back office.

So let me walk you through what I've learned. If you're in healthcare, especially if you're managing revenue operations, I hope this resonates - and helps.

RCM Is at a Breaking Point — And It's Personal

Let's talk about "Angela." She's not hypothetical. She's a very seasoned billing professional — fast, sharp, under pressure, and constantly playing defense.

She files 50+ claims a day, handles denials that bounce back with cryptic codes, and parses physician notes that weren't built for billing logic.

It's detective work under a stopwatch.

Now imagine 20 of those claims coming back for denial. That's not just data — it's hours of rework, phone calls, and coding archaeology. One denial can cost hundreds, sometimes thousands. And if you miss a resubmission window? That revenue is gone.

Then there's Paul. He just started. Eager, bright — but drowning. He's trying to figure out modifiers and payer rules while the clock ticks on his performance review.

It's no wonder RCM turnover can hit up to 40%, compared to a national average of 3.8%. That's not just a hiring issue — it's a retention crisis.

The Real Cost: Burnout, Errors, and a System That Punishes Its Own

Backlogs aren't just numbers — they're psychological weight. Every claim not submitted is money left on the table, but more than that, it's pressure carried home at night.

RCM staff are measured on claim volumes, denial rates, and A/R days — all under scrutiny from leadership and payers.

That kind of stress creates a dangerous cycle: more errors → more denials → more stress → higher attrition → more errors. It's not sustainable.

And that's just the inside view.

Where XY.AI Comes In: Automation Built for the Real World

Let me tell you what is changing everything: automation and augmentation, powered by solutions offered by XY.AI.

We're not talking buzzword bots or one-size-fits-all macros. This is the purpose — built automation for the complexities of RCM — tools that understand medical coding, payer rules, and even flag denials before they happen.

With XY.AI's intelligent agents:

• Angela spends less time scrubbing and more time on high-value exceptions.
• Paul ramps up faster - the system catches errors and teaches as it goes.
• Teams finally focus on patient-centered issues - not playing tag with paperwork.

The result?

• Less burnout.
• Higher retention.
• Better collections.
• Lower denial rates.
• And for leadership — a billing engine that doesn't depend on overworking your best people.

Automation Isn't a Threat - It's a Release Valve

Here's the truth no one tells you: automation doesn't replace talent — it protects it.

When we implement XY.AI's solution, the transformation is designed to be immediate for denial rates to drop. For staff satisfaction to improve. And for people in RCM feeling like they could breathe again.

Automation is built to absorb the stress-load, not the jobs. It gives teams their time back—and lets them do their work with clarity, not chaos.

If You Work in Healthcare, This Is the Moment to Pay Attention

RCM isn't just a function — it's a lifeline for every clinic, hospital, and health system trying to stay solvent while delivering care.

If we want to keep great people in healthcare — and serve patients better — then we need to treat administrative burden like a public health threat. Because frankly, it is.

Adopting automation like XY.AI isn't just about efficiency — it's about protecting our people, our margins, and our mission.

— Sam De Brouwer, Co-founder & CEO of XY.AI Labs