From rising healthcare premiums and AI innovation to the push for price transparency and improved patient financial experiences, the healthcare industry is in the midst of rapid transformation. How are providers, employers and policymakers responding? And what forward-thinking financial strategies are gaining traction?
Sabrina Burnett, a Relationship Executive with CommerceHealthcare®, shares her insights on these issues as well as the trends reshaping healthcare finance. She discusses the need for a more streamlined and compassionate patient financial journey, how employers can better support employee health outcomes, and how CommerceHealthcare® is driving new approaches to revenue cycle optimization. With nearly 30 years of experience across payer, provider, consulting and health system roles, Sabrina offers a well-rounded and pragmatic perspective on how healthcare organizations can thrive in a changing environment. She also weighs in on what’s keeping healthcare leaders up at night—and what gives her hope for the future.
1. What is one change you would make to our healthcare system? Why?
I would streamline the financial experience for patients. Over the course of nearly 30 years working across consulting, provider, and payer sectors, I’ve witnessed firsthand how fragmented billing systems and opaque pricing can overwhelm patients, delay care decisions, and erode trust in the system. A more cohesive, transparent revenue cycle—enhanced by digital engagement tools and clear communication—could help ease financial stress, promote access, and improve overall patient satisfaction. Aligning the financial experience with the compassion and coordination of clinical care is a critical step toward a more equitable and sustainable healthcare system.
2. How is consumer demand for more transparent, affordable care shaping your organization’s offerings?
Transparency is no longer optional—it’s the new standard. Drawing from experience supporting providers through regulatory shifts like the Affordable Care Act, it’s clear that patients expect clarity around costs, payment flexibility, and seamless interactions. Health systems are increasingly adopting tools that simplify billing, enable fast, paperless patient refunds, and offer customized payment options. These advancements not only reduce administrative friction but also foster greater patient trust and engagement across the care journey.
3. What’s your outlook on rising healthcare premiums, and how are you working to manage them for clients or patients?
Healthcare premiums are expected to rise further as inflationary pressures, labor costs, and the growing burden of chronic disease continue to strain the system. With years supporting provider-payer collaboration, CommerceHealthcare® focuses on easing financial strain by advocating for smarter patient financial engagement strategies. Empowering patients to manage out-of-pocket expenses through interest-free financing, improved cost transparency, and streamlined payment experiences can help reduce delays in care, improve satisfaction, and support healthier bottom lines for all stakeholders.
4. What potential state or federal policy changes are most concerning—or promising—for employers as it relates to healthcare in the next 12-24 months?
The next 12–24 months present a dynamic policy landscape. Heightened focus on price transparency, site-neutral payments, and mental health parity signals major shifts ahead for employer-sponsored plans. While these initiatives hold long-term promise, employers must also navigate evolving regulatory pressures from the Consumer Financial Protection Bureau (CFPB), changes in insurance coverage requirements, and reforms in prescription benefits. Vigilance and proactive adaptation to developments at both state and federal levels will be key to managing cost and compliance risks.
5. How have you seen AI be implemented to improve healthcare process and experience, and what should employers know about it as it relates to healthcare innovation?
AI is reshaping healthcare by streamlining workflows, reducing administrative burden, and personalizing the patient journey. In my work leading financial transformations, I’ve seen AI accelerate claims processing, guide patient outreach strategies, and improve payment accuracy. One particularly impactful use case is in automating the reconciliation of payments and remittances—where AI rapidly matches incoming funds to outstanding accounts, reducing manual effort, accelerating cash flow, and enhancing the billing experience for both providers and patients. Employers should view AI not just as a tech trend but as a real lever for cost savings and improved care access.
6. What is the one bold move your organization is making this year to stay ahead of the curve?
CommerceHealthcare® is investing in smarter, more scalable payments solutions to drive stronger outcomes for healthcare providers. We’ve expanded our B2B portfolio with “single file” capabilities, streamlining supplier payments through one automated process. On the B2C side, demand for managing patient refunds with end-to-end automation and escheatment compliance through our PreferPay® platform continues to grow. These innovations support greater efficiency, improved cash flow, and a more seamless financial experience for both patients and providers.
7. As a leader, what keeps you up at night—and what gives you hope—about the future of healthcare?
Sustainability of the healthcare system is a constant concern. As costs rise and our population ages, the burden of chronic conditions like diabetes, obesity, and heart disease grows heavier. Cybersecurity threats and persistent disparities in access and outcomes add to the complexity, as does the urgent need to integrate mental health into the broader care conversation. What gives me hope is the pace of innovation—clinically and financially—and a clear shift toward prevention, wellness, and patient-centered care. We’re also seeing unprecedented collaboration across stakeholders, with a shared focus on equity, transparency, and long-term system transformation.
8. What types of employer programs have you seen have the biggest impact on health-savings and/or outcomes for their employees (wellness, education, etc.)?
Comprehensive lifestyle management programs with strong engagement strategies continue to drive results. Going beyond basic screenings to offer targeted interventions around key health behaviors—such as nutrition, physical activity, stress reduction, and chronic condition management—has shown measurable impact in improving employee health outcomes, reducing absenteeism, and lowering long-term healthcare costs. Education-driven financial wellness programs also play a critical role. With experience supporting employer strategies across both payer and provider roles, I’ve seen how simplifying costs, offering transparent benefits, and providing flexible, interest-free payment options empowers employees and improves long-term outcomes for individuals and organizations alike.
9. How are growing metropolitan areas reshaping the way healthcare leaders approach their financial strategy?
Rapidly expanding metro areas across the U.S. are emerging as key healthcare hubs, marked by complex systems and increasing demands on financial performance. To remain competitive and fiscally sound, health system CFOs and hospital executives are leveraging specialized financial strategies that address sector-specific challenges. These include end-to-end revenue cycle optimization, interest-free patient financing to reduce bad debt and improve collections, streamlined supplier payment solutions to enhance working capital, and automation tools to reduce administrative burden. With deep regional insight and a focus on operational efficiency, these solutions help leaders navigate margin pressures while improving both staff productivity and the patient financial experience.
CommerceHealthcare® solutions are provided by Commerce Bank.