Discover how MUSC Health is using AI-powered automation to transform its revenue cycle, using AI Agents to boost pre-visit completion rates, reduce no-shows, and capture additional revenue.

Academic medical centers have long faced tight financial constraints, juggling their research and education commitments with operational demands. The situation has been further strained by recent reductions and limitations in NIH funding, making it increasingly difficult to sustain the quality these institutions are known for.

For many AMCs, the traditional approach of hiring more staff to manage a growing list of administrative tasks is no longer viable. Leaders are actively seeking alternatives that can fill the gap without adding headcount.

Franco Cardillo, Executive Director of Digital Strategy and Operations at the Medical University of South Carolina (MUSC Health), shares how his organization has responded by deploying Notable’s AI Platform to not only alleviate the burden on staff but also open doors to new revenue streams.

A shift in perspective

With 760 care locations operating across South Carolina, MUSC Health was facing operational headwinds common to health systems nationwide: five to ten support staff per provider, a 28% workforce attrition rate, and more than 100 vacancies within revenue cycle operations alone.

Rather than continuing to ask, “How do we hire more people to do these tasks?” MUSC leadership pivoted to a new question: “How can we leverage technology to change what’s possible?”

Cardillo explains how shifting the organizational mindset was essential for successful automation adoption. Key tactics included:

• Establishing automation as a foundational approach, rather than a short-term add-on
• Clearly communicating the purpose and vision behind automation efforts
• Framing success by improvement over time, explaining that, “If we can be 30%, 40%, or even 50% better than we are today, then that’s a huge win.”

How MUSC Health deployed AI Agents at scale

MUSC Health achieved revenue cycle transformation by leveraging AI Agents, intelligent digital workers that automate complex, multistep tasks while learning and adapting along the way. These agents have reshaped revenue cycle operations and improved performance via three strategic pillars:

1. Interoperability – Ensuring the technology integrates seamlessly with existing workflows, EHRs, and patient data systems to avoid disruption and enhance the care experience
2. Productivity – Identifying high-volume, low-value tasks that automation can absorb, allowing skilled staff to focus on patient-centered, strategic work
3. Scalability – Rather than running isolated pilots, MUSC seeks solutions that prove effective and are scalable across the enterprise

These principles continue to guide the system’s automation strategy and execution.

Measurable Outcomes and Operational Gains

AI Agents are now embedded in tasks across MUSC Health’s enterprise, automating everything from eligibility checks and insurance verification to copay collection and reminders.

Key results include:

• A rise in pre-visit completion rate from 25% to 47%—an 88% improvement
• A reduction in no-show rates from 14% to 8% using targeted appointment reminders
• Time-of-service copay collections now reaching 52%, up from 44% prior to automation

As Cardillo puts it, “Everything goes back to the revenue cycle. You can’t do anything that we’re doing with technology if you don’t include the revenue cycle.”

Explore MUSC Health’s full journey and insights by watching the webinar, where Cardillo outlines how automation powered by Notable’s AI Platform is delivering performance gains, provider relief, and a more seamless experience for patients across the enterprise.