Private Health Management Creates Impactful Patient Experiences with ServiceNow HCLS

About the Customer

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.

The Opportunity

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

The Solution

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

The Results

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.