AI Voice in the Revenue Cycle: Lessons from the Front lines - A Real-World Case Study Presented by Vinod Sankaran
Presented to HBMA's 2026 Innovation Conference held March 9th-11th, 2026.
Presentation awards 1 CEU.
In this case study session, we will explore how RCM companies integrate AI voice solutions— using different AI Voice vendors —into their revenue cycle operations, with a primary focus on Accounts Receivable (AR) follow-up and Verification of Benefits (VOB).
Designed for RCM company owners and senior executives, this session will explore how these technologies were deployed to solve staffing challenges, improve consistency, and reduce operational overhead. We'll share what worked, what didn't, and the critical lessons we learned around integration, escalation logic, and payer engagement.
Attendees will gain real-world insight into the economics of AI voice—from cost vs. FTE tradeoffs to measuring ROI and maintaining quality outcomes. If you’re evaluating AI tools to scale your AR processes without scaling your headcount, this session will provide clarity and direction.
By deploying AI-driven IVR and outbound calling tools, we streamlined repetitive workflows while reducing dependency on manual staff. The transition has yielded benefits such as consistent agent behavior, reduced training needs, and insulation from common HR challenges like attrition and employee burnout.
However, we will also highlight the operational limitations and failure modes encountered, such as context errors, payer-specific variability, push back from certain clients and payors and fallback workflows.
This honest discussion will equip participants with insights into where AI voice is most effective, how to scale its use responsibly, and what human oversight remains essential for success.
Course Participants will be able to:
- Identify specific use cases where AI voice tools (IVR and outbound calling) can effectively improve AR follow-up and benefit verification.
- Evaluate the strategic value and ROI of AI voice platforms in replacing or augmenting traditional AR and VOB workflows.
- Identify operational challenges, failure patterns, and hybrid solutions that maximize the effectiveness of AI voice tools.
- Understand the practical limitations and failure points of current AI voice technologies in RCM operations.
- Develop a framework for integrating AI into core RCM operations while preserving accountability, compliance, and payer relationships.
- Learn how to develop a hybrid strategy that combines AI automation with human expertise to drive measurable outcomes in revenue cycle performance.