Marc Miller, CEO of King of Prussia-based Universal Health Services, said the for-profit health system has enhanced its acute care revenue cycle operations by deploying AI tools to improve documentation and streamline its claims appeals process.
The system is focusing on bolstering its behavioral health revenue cycle in 2026, Mr. Miller said on UHS’ Feb. 26 earnings call.
“Over the next several quarters, we will be rolling out process improvements and new technologies in our behavioral health revenue cycle operations,” he said. “In behavioral health, we are also leveraging AI features in an existing digital tool to streamline the referral and intake process to improve response times to new referrals and improve volumes.”
Executive Vice President and CFO Steve Filton said that like most health systems, UHS is in the “early innings of this AI game.”
“Our initial efforts have really focused on administrative sorts of efforts, like within our revenue cycle management,” he said, adding that AI has been used for claims appeals and coding with great effectiveness.
Mr. Filton added the system has also utilized AI for post-discharge activity.
“Historically, a nurse would make a post-discharge follow-up phone call with a patient to ensure they’re being compliant with their medications, their diet and follow-up appointment with physicians,” he said. “Now we’re using an AI agent to make those calls in many cases.”
He said that AI is driving efficiencies in both revenue cycle and post-discharge activity.
“It allows us to reduce headcount,” he said. “It improves outcomes as measured by revenue cycle metrics or reduction in readmissions. I think it’s impossible to precisely quantify what we’ve been able to see, but we think it’s significant.”
UHS recorded a net income of $1.5 billion in 2025, up from $1.1 billion in 2024. It also reported an operating income of $2 billion (11.5% operating margin) for the 12 months ended Dec. 31, up from $1.7 billion in 2024.
