December 24, 2025

Will AI allow me to fire my RCM team? (E.16)

19 minutes

Louis Chan (Kaylie.ai CEO) and Jonas Sison (Kaylie.ai CFO) shut down the industry's biggest AI fear: At a DEO conference, someone asked if AI could "fire their RCM team" - the answer reveals why that DSO is already failing. The real threat isn't automation replacing humans; it's leaders who don't understand that AI exists to eliminate "unsuitable for human use" tasks (like calling insurance companies 40 times a day) so your team can finally focus on patient experience and edge cases that actually move the needle.

Key Revelations:

AI Won't Fire Your Team (But This Mindset Will Kill Your DSO)

The Tribal Knowledge Crisis: 20 years of denial insights and appeal strategies trapped in office managers' heads—when they leave, decades of intelligence vanishes because it never escapes departmental silos.

The $100K+ Fee Mystery: Practices tell patients "80% covered" without knowing if that's your fees or insurance's UCR, then surprise them with $300 bills after fighting denials—forcing a choice between one-star reviews or six-figure write-offs.

Technology's Real Job: Front desk juggles 3-4 jobs while battling insurance on hold—even 90% satisfaction means 30 weekly patients had terrible experiences, which is why AI should handle repetitive tasks so humans close the final 10% gap.

💡 The "Ask Ken" Question:

"My practice management software data can't be trusted - what should I do?"

Ken's answer: Garbage in, garbage out. If you don't trust what's coming out of your PMS, all fingers point back at you and your team. You need to fix how you're using the system - the software isn't the problem, your processes are.

Got a burning question about dental finance?

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Ask Ken Form: https://resources.accrudent.com/ask-ken-form-the-dental-truth-project

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