About Lineage
Lineage is a leading provider of high-quality hardware, software, outsourced solutions which help businesses deliver critical communications with efficiency and precision. From outsourced mailing and printing to customer communication software and hardware solutions, Lineage is dedicated to improving workflow and enhancing the customer experience. With a culture rooted in its core values, the company focuses on caring for employees, both inside and outside of work.
The History
With a team of 120+ employees spread across multiple locations, Lineage’s workforce includes a significant group of Kansas City–based, skilled tradespeople. Lineage leadership recognized that a large portion of their team was delaying or avoiding care entirely due to cost concerns.
While there were already foundational benefits in place, HR leaders knew there was still a gap: employees without emergency savings often struggled to cover deductibles or other out-of-pocket costs, and some even opted out of medical coverage altogether because they felt they couldn’t afford it. That reality was at odds with Lineage’s commitment to taking care of its people.
The Opportunity
Vice President of Human Resources, Tracy Smith, first encountered Paytient at an industry conference and was intrigued by its simplicity and potential impact. Unlike other benefits that can be costly to the employer or complicated to administer, Paytient offered a low-cost, high-impact way to give employees immediate access to funds for care, without adding red tape.
The goal was clear: launch Paytient to give Kansas City–based labor employees, and the broader team, a financial safety net for care costs. Smith shared, “I know medical costs aren't going down over the years, or any kind of cost, so it was something that I thought could be really beneficial to all of our employees for when those times come up. I know that can hit home very hard for people when they're struggling to put food on the table and don't have those extra funds to pay for the coverage of the care that they need.”
The Solution
Lineage launched Paytient’s Health Payment Account (HPA) on August 1, 2024, giving all eligible employees a fee-free, interest-free line of credit to pay for medical, dental, vision, pharmacy, and veterinary care. The program allowed employees to get the care they needed immediately, for themselves and their loved ones, and pay for it over time through manageable payroll deductions.
The rollout was intentionally timed outside of open enrollment to ensure the benefit stood out. Lineage supported the launch with dedicated communication efforts like monthly company meeting slides and regular email reminders. HR has also promoted Paytient in real time, reminding employees it was available to them anytime they mentioned upcoming expenses or had benefits questions.
The Implementation
From day one, the integration was smooth and straightforward. Smith credited the ease of the process to Paytient’s hands-on approach, stating, “Everybody that I’ve interacted with, from sales to customer success, has been great. All the questions that I had, they’ve worked side‑by‑side with me, even before the first payroll to make sure we understood everything. It’s really been quite easy.”
With quick setup, responsive support, and minimal administrative lift, Lineage was able to get Paytient into employees’ hands — and in use — creating value from day one.
The Results
After just 11 months, the numbers show the program is doing exactly what it was designed to do — especially for the population it was designed for:
- 37% of eligible employees have activated their Paytient account
- 46% of activated members have used their card to pay for care
- 86% of those users have used it more than once
The Kansas City-based employees make up the majority of active and transacted users, reinforcing both the demand for this solution and its meaningful impact on the target population.
Here’s what just one of Lineage’s employees had to say:
“Paytient is the easiest thing I have used. Signing up was a breeze, done within five minutes. I received my card in a few short days and was able to use it at my Doctor visit. I then received an email asking how I would like the payments broken down. I appreciate this convenience.”
The Impact
Paytient has become more than just another benefit for Lineage employees — it’s a lifeline. The program has reduced financial stress, encouraged timely care, and reached the exact employee population it was designed to help.
But from HR to employees, the impact of adding Paytient to Lineage’s benefits offerings can be best summed up in Smith’s words:
“I would stand here for [Paytient] and just tell people about the program. I've already mentioned it to several colleagues and peers that I know of, because I really do think it's a really unique benefit that serves a lot of purpose and has a lot of value for people.”
Low cost. High ROI.
For Lineage, Paytient delivers measurable results, lasting employee loyalty, and the peace of mind that their team can access care when it matters most.
Want to learn how to care for your people the way they care for your business? Start with Paytient.
