How Private Health Management Used TextExpander to Preserve Exceptional Care Standards While Scaling Their Business

When someone receives a cancer diagnosis or faces a complex medical condition, they enter what can feel like an overwhelming maze of specialists, treatment options, insurance questions, and critical decisions. Private Health Management (PHM) exists to guide patients through that journey, helping them make informed health decisions with confidence. For nearly two decades, PHM’s Personal Care Teams have been bridging the gaps in standard care for high-acuity patients by connecting them with top specialists, coordinating treatment, and managing logistics to ensure the best possible outcomes.

The Challenge of Scaling Without Sacrificing Standards

As PHM experienced growth and expansion in recent years, they faced the challenge of maintaining quality and consistency while caseloads and teams expanded quickly. With every email and care plan playing a critical role in patient outcomes, ensuring consistency remained central to preserving the exceptional standard of care that defines their mission.

For Ben King, Manager of Corporate Client Services, this challenge was top of mind. Ben’s team of Client Service Coordinators (CSCs) handles the logistical tasks throughout the lifecycle of patient cases: communicating with patients, collaborating with internal teams, scheduling appointments, and tracking everything to stay organized.

CSCs manage the ins and outs of multiple patient cases, often over months at a time. They used templates for some communications, common requests, and documentation across internal systems and shared resources. However, relying on multiple storage locations and manual copying and pasting created version control challenges and limited visibility into whether teams were consistently using the most current, leadership-approved language.

“A conversation that came up with leadership was: How are we assuring quality at scale?” King explains. “How do we as people leaders have some kind of guiding hand and control over what templates we’re using, how we’re categorizing certain information, and what teams have visibility to that information?”

Amanda Chapman, MBA, MMS, PA-C, Clinical Director, works closely with the CSCs and researchers at PHM, providing case management and clinical guidance to patients. Her team of clinicians faced similar frustrations. Chapman had previously used TextExpander in another clinical role and recognized its potential for PHM.

“I used TextExpander in a previous clinical role,” Chapman explains. “I was able to bring that experience to our leadership team and say, ‘this is something that could be really helpful for us.'”

A Framework for Quality Control Across 200+ Employees

PHM initially implemented TextExpander within its clinical teams in early 2025, where the need for standardized, high-quality documentation was especially critical. Adoption then expanded organically across additional departments. By the end of the year, usage had expanded to over 200 employees across the organization.

The team structured their TextExpander account to mirror their organizational hierarchy, ensuring each team has access to the Snippet Groups most relevant to their work. This framework makes it easier to keep Snippets up-to-date while giving team leaders greater control and visibility into the content their teams use.

For King, this proactive management capability has strengthened oversight and governance. “Having the ability to keep Snippet Groups a little bit more gated gives us a lot more control,” he says. “When you work for a growing business, you’re naturally going to have a little bit less visibility as your teams expand, so having that control over quality is absolutely paramount.”

Centralizing information through TextExpander has streamlined PHM’s processes and communications across the organization. “It has been really helpful to use Snippets for templates, documentation, and being able to communicate where cases are at to other team members when there may be cross-coverage or other questions that come up,” Chapman explains. “TextExpander helps us keep that type of information readily available so that there is consistency across the teams and across the company.”

Measurable Impact: Time Savings and Team Satisfaction

Beyond improved consistency and control, TextExpander has created substantial time savings. In their first year, PHM expanded more than 129,615 Snippets, saving 3,137 hours across the organization, which is the equivalent of nearly 400 workdays redirected toward patient guidance.

For Chapman’s clinical team, the impact extends beyond metrics. “It’s one of the tools that people are repeatedly vocalizing appreciation for,” she says. “All the time I hear, ‘this tool has made a huge difference in my day-to-day’ or ‘this has made me so much more efficient.'”