New Study Reveals AI Adoption in Healthcare Payments Reaches Strategic Inflection Point

Rhea-AI Summary

Waystar (WAY) released a Forrester Consulting study highlighting AI's critical role in healthcare revenue cycle management (RCM). The study reveals that 82% of healthcare leaders consider AI integral to RCM operations, with 70% marking it as a top priority. AI implementations are delivering significant performance improvements of 13-37% across key metrics including claim accuracy, denial prevention, and payment speed. Trust in AI has grown substantially, with 60% of decision-makers reporting increased confidence post-implementation. The majority of healthcare organizations prefer established RCM software partners for AI capabilities over new vendors, citing faster implementation and proven security. The study, based on over 300 healthcare leaders' responses, indicates a clear trend toward strategic AI adoption, particularly in payer-facing workflows.

Positive

• 82% of healthcare leaders now consider AI integral to RCM operations, showing strong market validation
• AI implementations yielding significant 13-37% improvements in revenue cycle performance
• 60% of healthcare organizations plan to increase AI investment, indicating strong growth potential
• Healthcare leaders prefer Waystar's established platform over new AI vendors, suggesting competitive advantage

Negative

• None.

Insights

Technology and Healthcare Finance Analyst

Waystar's study reveals AI delivering 13-37% RCM improvements, with 82% of healthcare leaders now considering it mission-critical.

Waystar's commissioned Forrester study signals a strategic inflection point in healthcare revenue cycle management, with AI transitioning from experimental to essential. The data reveals impressive performance metrics: 13-37% improvements in critical financial workflows and 82% of leaders now viewing AI as integral to operations.

The study highlights a trust acceleration curve that's particularly noteworthy - 60% of decision-makers report increased confidence in AI since implementation, with many initial skeptics now converted based on concrete results. This psychological shift typically precedes broader industry adoption and investment increases.

Most significant for Waystar's market position is that healthcare organizations are predominantly turning to established RCM partners rather than new AI vendors, prioritizing integration, security, and faster ROI. This creates a substantial competitive moat for incumbent players with robust AI capabilities against newer, AI-only entrants.

The 70% of leaders identifying AI as a top organizational priority suggests this isn't merely operational improvement but a fundamental strategic shift. The focus on payer-facing workflows like prior authorizations and denial appeals targets healthcare's most complex, labor-intensive processes where automation delivers outsized returns.

This research validates Waystar's AI investment strategy and positions them favorably as healthcare organizations increase their AI spending, with 60% planning greater investment. The industry appears to have crossed the threshold from AI experimentation to systematic implementation across revenue cycle operations.

Study finds AI is delivering double-digit gains in revenue cycle performance, becoming indispensable to healthcare providers' success

LEHI, Utah and LOUISVILLE, Ky., June 23, 2025 /PRNewswire/ -- Waystar (Nasdaq: WAY), a provider of leading healthcare payment software, today announced the results of a commissioned study conducted by Forrester Consulting on behalf of Waystar revealing that AI is becoming mission-critical in revenue cycle management (RCM) because of its proven impact and measurable return on investment.

The study, "AI in Healthcare Payments Software: A Strategic Imperative," shows that 82% of healthcare leaders now consider AI integral to their RCM operations, with 70% identifying it as a top organizational priority. The study also found that AI is delivering significant improvements in key revenue cycle metrics, including claim accuracy, denial prevention, workforce efficiency, and payment speed, signaling a sharp acceleration in healthcare's AI adoption curve.

"This research reinforces what we're seeing across the industry. AI is no longer theoretical and is fundamentally reshaping how providers operate," said Matt Hawkins, CEO of Waystar. "As healthcare organizations navigate growing complexity, the study shows they're relying on proven and trusted RCM software providers to deploy AI."

Key findings include:

• AI is yielding 13-37% improvements in high-impact revenue cycle areas. These capabilities consistently exceed expectations for enhancing performance and automating critical processes, such as claim follow-up, payment accuracy, denial prevention, and workforce efficiency.
• Trust in AI is accelerating, with 60% of decision-makers reporting that their confidence has increased since implementation. Firsthand experience is quickly building trust in AI's accuracy and its ability to transform the revenue cycle. The majority of healthcare decision makers who were initially skeptical now say their concerns have significantly decreased or disappeared.
• 82% of healthcare leaders say AI is now an integral part of their revenue cycle operations, reflecting growing trust and proven impact. Nearly 70% view AI as a high or critical organizational priority, and 60% plan to increase AI investment, underscoring its strategic role in driving payment performance and process transformation.
• The majority of healthcare leaders are turning to existing RCM software partners for AI capabilities, citing faster time to value, proven integration, and established data security protocols. Onboarding new-to-market AI vendors remains the least common path, highlighting the preference for trusted, integrated platforms.

Based on responses from more than 300 healthcare leaders, the study shows that providers are prioritizing strategic AI implementation, especially in payer-facing workflows such as prior authorizations and denial appeals. The research points to a broader shift as AI delivers measurable impact across organizations of all sizes, accelerating automation, enhancing analytics, improving accuracy, and driving stronger returns on investment.

To view the full study, visit waystar.com/aistudy.

About Waystar
Waystar's mission-critical software is purpose-built to simplify healthcare payments so providers can prioritize patient care and optimize their financial performance. Waystar serves approximately 30,000 clients, representing over 1 million distinct providers, including 16 of 20 institutions on the U.S. News Best Hospitals list. Waystar's enterprise-grade platform annually processes over 6 billion healthcare payment transactions, including over $1.8 trillion in annual gross claims and spanning approximately 50% of U.S. patients. Waystar strives to transform healthcare payments so providers can focus on what matters most: their patients and communities. Discover the way forward at waystar.com.

Media Contact 
Kristin Lee
kristin.lee@waystar.com

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SOURCE Waystar

FAQ

What percentage of healthcare leaders consider AI integral to revenue cycle management according to Waystar's study?

According to the study, 82% of healthcare leaders now consider AI integral to their revenue cycle management operations.

What performance improvements are healthcare organizations seeing from AI implementation in RCM?

Healthcare organizations are seeing 13-37% improvements in key areas including claim accuracy, denial prevention, workforce efficiency, and payment speed.

How has trust in AI changed among healthcare decision-makers according to WAY's study?

60% of decision-makers report their confidence in AI has increased since implementation, with many initially skeptical leaders saying their concerns have significantly decreased or disappeared.

What percentage of healthcare organizations plan to increase their AI investment according to Waystar's research?

60% of healthcare organizations plan to increase their AI investment in revenue cycle management.

Why are healthcare providers choosing established RCM software partners over new AI vendors?

Healthcare providers prefer established RCM partners due to faster time to value, proven integration capabilities, and established data security protocols.