Why Managing Denials Isn’t Enough — It’s Time to Eliminate Them

In this episode of the Becker's Healthcare Podcast, host Lucas Voss sits down with Patrick D'Angelo, president of Coral Health, to discuss the evolving landscape of healthcare revenue cycle management—specifically, why merely managing denials is no longer sufficient. D'Angelo argues that the focus must shift to eliminating denials entirely by leveraging technology, particularly AI, as the driving force in workflows. He emphasizes a fundamental shift from 'people process technology' to 'technology people,' where intelligent systems guide staff to high-impact areas like front-end registration and back-end collections. The conversation dives into the critical distinction between 'self-pay after insurance' and 'pure self-pay,' highlighting how AI should be used strategically: as a nudge for tech-savvy patients who are likely to pay, but with a human touch required for those in financial distress or facing serious illness. D'Angelo also warns leaders about red flags in AI implementation, such as declining cash flow, rising AR aging, and low resolution rates despite high contact volume. He stresses the importance of data-driven payer negotiations and continuous process optimization in an ever-changing environment where payers and providers are locked in a constant adaptation cycle.