Private Health Management (PHM) is a personalized healthcare provider focused on delivering better outcomes for complex medical conditions through a patient-centric and holistic model. With over 200 employees and headquartered in California, PHM supports individuals, families, and organizations by prioritizing high-quality healthcare experiences.
To elevate patient experience and scale its high-touch services, PHM partnered with INRY and ServiceNow to modernize and automate critical workflows. The goals included:
Accelerating patient onboarding
Empowering clinicians with real-time, structured data
Streamlining care coordination and service delivery
INRY implemented PHM Care using the SMART Success for ServiceNow HCLS platform. Key components included:
HubSpot Integration: Seamless data sync to automatically create patient accounts upon conversion, triggering onboarding in real time
Automated Patient Registration: Eliminated manual entry, prefilled patient info, and added Save & Resume functionality for flexibility
Digital Health Records: Enabled clinicians to input and access diagnostic, test, and rounding data with timeline tracking
Workflow Optimization: Centralized platform replaced Excel, Adobe, Formsite, and Salesforce, integrating with HubSpot and Definitive
Care Team Assignment: Automated team assignment based on availability, triggering clinician handoff and notifications
Operational Governance Enhancements: SLAs, dashboards, and automated case renewals improved oversight and execution
In just 8 weeks, PHM experienced measurable transformation:
Patient registration time reduced from 2 days to 21 minutes
15% gain in care delivery efficiency through reduced manual tasks and improved UX
25% increase in clinician and back-office productivity from platform consolidation and data accessibility
Patient summary generation time reduced from 1 week to 2 hours
20% improvement in operational governance efficiency through automation and SLA monitoring
PHM now delivers faster, smarter, and more personalized healthcare experiences while maintaining agility for future scaling.
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