How MSOs Are Using AI Agents to Streamline RCM and Admin Work

The healthcare landscape is evolving quickly, and Multi-Site Organizations (MSOs) are at the center of this transformation. As provider networks scale, administrative complexity scales with them. Managing revenue operations across dozens or hundreds of locations is no small feat—and in today’s labor market, staffing those operations is increasingly expensive and unreliable. Every new clinic or acquisition adds layers of billing complexity, payer relationships, credentialing, and compliance considerations. What was once a manageable workflow quickly becomes an operational tangle.

MSOs are now turning to a new ally in the fight against administrative waste: AI agents. These next-generation tools are revolutionizing how healthcare organizations handle revenue cycle management (RCM) and administrative workflows, unlocking major efficiency gains at scale. By automating the most time-consuming parts of insurance-related communication, AI agents give MSOs a way to scale operations without linear staffing increases—preserving margins while driving down operational risk.

The Hidden Cost of Administrative Overload

Administrative bloat is one of the healthcare industry's most expensive and persistent challenges. From insurance eligibility checks to prior authorizations and claims follow-ups, back-office teams at MSOs spend countless hours on tasks that, while essential, are time-consuming and repetitive. These aren’t optional workflows; they are the lifeblood of revenue realization—yet they remain highly manual.

In fact, studies show that administrative complexity accounts for over 25% of total healthcare expenditures in the United States. Within RCM alone, some estimates put the annual spend north of $150 billion. This figure includes both direct labor costs and the downstream impact of inefficiencies: delayed payments, increased denials, and costly rework.

At the ground level, this translates to overworked billing staff, long accounts receivable (AR) cycles, and money left on the table due to missed or delayed payer communications. Many MSOs are forced to scale their admin teams linearly with growth, increasing headcount just to keep up with demand. But as the labor market tightens, that model is no longer sustainable. Burnout, attrition, and training challenges only compound the problem.

The lack of standardization across payers further complicates the landscape. Each insurance provider has its own IVR trees, rep protocols, authorization requirements, and documentation rules. What should be a straightforward process—such as checking a claim status—can vary dramatically depending on the payer, plan, or state. For MSOs with multi-state operations, this complexity becomes a daily drain on efficiency.

AI Agents Step In: What They Do and How They Work

AI agents are transforming the way MSOs manage administrative call work. At SuperDial, our AI-powered voice agents are designed to handle the high-friction phone calls that have long burdened healthcare operations. These agents aren’t just voicemail bots or FAQ systems. They are capable of:

• Navigating insurer phone trees and IVRs using dynamic logic
  
  
• Waiting on hold indefinitely, without tying up a human agent
  
  
• Speaking directly with live payer representatives to obtain specific information
  
  
• Asking follow-up questions, clarifying ambiguous responses, and completing forms based on payer input
  
  
• Collecting and structuring relevant call data, including reference numbers and representative IDs
  
  
• Writing call outcomes back into the EHR or billing system in real time
  
  

The result is a full-cycle automation engine that augments your team without increasing headcount. When calls fall outside the AI’s current capabilities—such as when escalations are needed or reps use unexpected language—SuperDial's human ops team steps in. This ensures reliability while continuously improving the AI model through supervised learning.

This combination of automation and human-in-the-loop support is proving far more effective than traditional call centers or DIY tools. It allows MSOs to eliminate inefficiencies while maintaining control over outcomes. And because the AI agents operate 24/7, they can tackle backlogs and keep work moving even outside standard business hours.

Real Impact: How MSOs Are Benefiting

Early adopters are already seeing transformative results. SuperDial's clients include some of the largest MSOs and DSOs in the country, organizations responsible for billing across hundreds of providers and millions of dollars in monthly claims. They operate in high-volume, high-variance environments where every point of friction in the RCM process scales into real revenue impact.

Here are some of the most consistent outcomes we’re seeing:

• 3x cost savings per call: By replacing manual phone work with AI, organizations are cutting the average cost per insurance call by up to 70%. This includes both labor and overhead costs, as well as the hidden cost of staff turnover and retraining.
  
  
• 4x productivity gains: Teams that previously handled 20-30 calls per day can now oversee 80-100+ with the same or fewer resources. This allows managers to redistribute talent to higher-complexity tasks like appeals or denial management.
  
  
• Fewer denied claims: Real-time, accurate benefits verification and faster claims follow-up lead to more clean claims and fewer missed deadlines. Timely documentation also supports better compliance and audit readiness.
  
  
• Reduced AR days: With automated, always-on follow-up workflows, MSOs are accelerating revenue realization and improving cash flow. In some cases, customers report a 20-30% reduction in AR days within the first 90 days of implementation.
  
  
• Avoided hires: One dental MSO using SuperDial was facing a backlog of over 70,000 unpaid claims. With AI agents handling 10,000+ calls per month, they avoided hiring five full-time billing staff. That decision saved over $350,000 annually while improving throughput.
  
  

These results aren’t limited to one niche. We’re seeing similar gains in behavioral health, physical therapy, outpatient surgical centers, and primary care MSOs alike. Wherever high-volume insurance work is happening, AI agents can deliver real value.

Why This Technology Matters Now

The timing couldn’t be better. In the last 24 months, LLMs (large language models) and speech AI have crossed a threshold that makes live, dynamic payer conversations viable for AI agents. Thanks to recent advances in natural language understanding, intent recognition, and real-time speech synthesis, agents can now handle the nuances of payer interactions with impressive fluency.

Meanwhile, healthcare administrators are under more pressure than ever to cut costs, increase efficiency, and reduce burnout. Reimbursement rates are tightening. Administrative rules are evolving faster than ever. And experienced billing professionals are increasingly hard to find—let alone retain.

AI agents aren’t a replacement for humans—they’re a force multiplier. They take the rote, repetitive, frustrating tasks off your staff’s plate, so your human team can focus on higher-value work: denial management, patient financial counseling, and strategic planning. This is how MSOs can grow revenue without growing burnout.

Moreover, MSOs stand to benefit more than most. Their scale means a larger volume of repetitive workflows, and their centralized billing models make them a perfect match for centralized automation. For organizations managing multiple EHRs or payers across geographies, the efficiency gains compound quickly.

A Glimpse Into the Future

As the technology evolves, the scope of what AI agents can handle will continue to expand. What began with eligibility and claims follow-up is rapidly extending into prior authorizations, credentialing, coordination of benefits (COB), and even outbound patient calls.

SuperDial is also investing heavily in deeper integrations with EHRs and practice management systems. This ensures seamless data writeback, full transparency, and real-time visibility into call outcomes—no toggling between systems, no messy spreadsheets. It also enables exception handling workflows, so that if a payer requests additional documentation, it’s flagged automatically for human review.

Longer term, we believe AI agents will become the connective tissue of healthcare administration. The future isn’t just faster phone calls—it’s a network of AI agents that can communicate across payers, providers, and intermediaries, bridging the fragmented infrastructure healthcare was built on.

Imagine a world where a provider's AI agent requests a prior authorization, and a payer's AI agent responds instantly. That world is closer than most people think. AI-to-AI infrastructure will become the de facto coordination layer for healthcare communication—and MSOs that adopt early will have a significant operational advantage.

What MSOs Can Do Today

If you’re leading revenue operations at an MSO, here’s where to start:

1. Identify high-volume phone workflows: Claims status checks, benefits verification, and prior authorizations are often ripe for automation. Look at workflows that are repetitive, low-value, and highly dependent on payer-specific nuances.
   
   
2. Evaluate cost and time metrics: Know your cost per call, average AR days, and claim denial rates. These benchmarks will help you measure AI's impact. Better yet, use these metrics to build the business case for automation internally.
   
   
3. Start with a pilot: Implement AI agents in one high-friction workflow and track performance before expanding across teams or service lines. A controlled rollout allows you to gather data, refine your processes, and build stakeholder buy-in.
   
   
4. Look for end-to-end support: The best AI partners offer more than just software. Look for ops support, compliance readiness (HIPAA, SOC 2), and integration capabilities that align with your existing systems. Your automation partner should feel like an extension of your team.
   
   
5. Plan for change management: Automation impacts workflows, staffing models, and reporting structures. Invest time in training, communication, and feedback loops to ensure a smooth rollout and lasting adoption.
   
   

Smarter Admin Work Starts Here

Healthcare doesn’t need more people doing more phone calls. It needs smarter systems. For MSOs, AI agents represent a scalable, compliant, and highly effective way to streamline the administrative backbone of their organizations.

At SuperDial, we're proud to help MSOs unlock efficiency, reduce costs, and give their teams the freedom to focus on what really matters. Every hour saved by AI is an hour your team can spend on higher-value work. Every claim resolved faster is money back into your organization’s hands.

If you’d like to see how AI agents could work in your organization, get in touch. We’ll walk you through a live demo and share real-world results from other MSOs already using the platform.

The next generation of revenue cycle automation is here. MSOs who embrace it will lead the way.

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