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Problem
Fragmented Tools, Manual Chaos, and No System of Record
As a rapidly evolving health plan startup, Decent faced growing pains typical of fast-moving healthcare organizations. The care navigation team, responsible for supporting members during onboarding and ongoing service, lacked a unified system to manage their workflows. Vital information was scattered across Slack, Google Drive, Excel files, and ad hoc documentation—with no CRM in place and key processes like member intake, continuity of care, and vendor tracking handled manually.
One team member described their environment as “ten different places to find one piece of info.” Another highlighted how templates needed for documentation were buried in various drives, making it “chaotic to onboard new team members or serve patients in real-time.”
Efforts to use ClickUp for task and project management faltered due to scale issues and over-complexity, often reverting staff back to spreadsheets out of frustration. As the team prepared to onboard new employer groups and expand nationwide, they urgently needed a scalable, HIPAA-compliant platform that could unify care navigation, track patient interactions, and support task-based workflows across teams.
Q1
Solution
A Unified Platform for Clinical Ops, Built in Real-Time
Decent implemented SmartSuite to consolidate care navigation workflows and build an internal operations hub. The implementation focused on two key solutions:
- Care Navigation CRM
A HIPAA-secure SmartSuite solution for tracking member information, onboarding status, DPC assignments, continuity of care forms, and task-based follow-ups. Fields were tailored to capture preferred contact methods, effective dates, and interactions—filterable by employer group for clarity. - Internal Repository
A document and policy library designed to centralize SOPs, HR forms, care templates, vendor lists, and internal playbooks—empowering new hires and clinicians with instant access to the tools they need.
SmartSuite’s dashboard and filtering capabilities were used to simulate a SharePoint-like landing page, complete with grouped access, countdowns, resource icons, and clickable templates. The team also established views based on job title and member type, using linked records to associate members with employers, DPCs, and communication touchpoints.
Integrations via Make were explored to sync SmartSuite with Intercom, enabling bidirectional ticketing that connected member interactions to patient records without duplicating effort or compromising compliance.
Q2
Result
From Sprawling Chaos to Scalable Clarity
SmartSuite replaced a disjointed patchwork of tools with a centralized platform purpose-built for Decent’s workflows. The care navigation lead, once hesitant about yet another tool, became a vocal advocate after witnessing the clarity and control SmartSuite brought to onboarding.
SmartSuite enabled:
- Real-time visibility into each member’s status and interactions
- Seamless collaboration between clinical and support staff
- Template-driven documentation that simplified member communication
- Role-based permissions that ensured HIPAA compliance across solutions
- Future readiness with extensible integrations into Intercom, HRIS, and more
“Before SmartSuite, we were chasing our tails. Now, we’re building proactively, documenting smartly, and serving our members with clarity.” — Director of Care Navigation, Tech-Forward Health Plan Builder in Austin
Q3
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