Conversational AI for addressing claim denials

Nobody likes being stuck on the phone endlessly each day, and they also don’t like losing out on revenue. That’s where Mary — a conversational AI tool — enters the story.

Health systems and medical group practices face relentless pressure to manage operational efficiency, control costs, and optimize revenue cycle processes, especially amidst pervasive staffing shortages and increasingly complex payer denials.

During an insightful session at the 2025 HIMSS Global Conference in Las Vegas, leaders from Garnet Health — a nonprofit health system with three hospital campuses and several outpatient facilities in the mid-Hudson and Catskill regions of New York state — and Guidehouse shared their experiences in bringing Mary to life — insomuch as conversational AI can be “alive” in their workflows to dramatically reduce payer denials, enhance revenue cycle efficiency, and foster financial sustainability.

Rachel Roeber, administrator of revenue cycle at Garnet Health, alongside Will Scheuermann, VP of revenue strategy and managed care at Garnet, and Michael Duke, partner at Guidehouse, shared their combined expertise for a practical perspective of how this technology is reshaping the revenue cycle landscape.