Introduction
The Coordinating Center (The Center), a Maryland statewide leader in person-centered case management and care coordination, has always offered comprehensive benefits but up until introducing an Open Access Plus plan (OAP) in 2024, its health plan options were centered around high-deductible health plans (HDHP). While HDHPs do offer lower monthly premiums, they also require beneficiaries to pay out-of-pocket until meeting the deductible before the plan starts paying for covered services. This created a significant financial barrier for some employees — the fear of large, unexpected costs upfront kept them from seeking out necessary care. By offering Paytient, The Center gave employees the financial safety net they needed to confidently continue to choose an HDHP and access care without delay.
The Challenge
True to its commitment to ensuring care is accessible to everyone, The Center has long offered a comprehensive benefits package, including health insurance, dental and vision coverage, HSAs and FSAs, PTO, and a mental health program that extends to employees’ loved ones.
But even with this strong foundation, the organization faced a critical challenge rooted in its HDHP offering: Despite the lower premiums and the ability to save tax-free dollars in a Health Savings Account (HSA), employees carried the risk of costs that were simply too large to manage before their deductible was met. For employees without enough savings, choosing an HDHP felt too risky. That fear often outweighed the long-term financial benefits.
Vice President of Human Resources, Erica Bostwick, recognized this limitation, recalling, “Prior to introducing Paytient, we did not have a viable solution to assist staff with costs incurred because of our high-deductible plans. I immediately went into action to find a solution.”
The Solution
The Center needed a benefit that would reduce financial stress and help employees say “yes” to care without worrying about having all the money up front. It found that solution in Paytient.
Launched in 2024, Paytient’s Health Payment Account (HPA) gave every eligible staff member access to an interest-free, fee-free line of credit to pay for medical and pharmacy expenses. Employees could split expenses into flexible payments made through payroll deductions, giving them a practical, low-stress way to manage costs.
By introducing Paytient, The Center gave employees a safety net for out-of-pocket costs. With an interest-free way to spread payments over time, staff could feel more confident selecting the HDHP, realizing premium savings, and steadily building their HSA balances for the future.
The Implementation
No HR team needs more work added to their plate and when it came time to bring Paytient to The Center, Erica and her team weren’t burdened with a long list of to-dos. Erica shared, “The implementation team, as well as our account manager at Paytient, were exceptional. Implementing the plan into our benefits package was very straightforward and simple.”
Integration with Paytient is designed to be seamless. The process involves two simple connections:
- A regular census file so Paytient knows who is eligible to create an account.
- A connection to payroll so employees’ repayments can be automatically withheld as they use their Paytient card.
This payroll-linked repayment model both lightens the lift for HR and makes repayment simple and stress-free for employees. Many have reported that they appreciate the ease of having their Paytient payments deducted regularly from their paycheck — no extra bills to track, no new accounts to manage.
Following this smooth setup, The Center introduced Paytient during open enrollment, followed by education on high-deductible health plans. Some staff members even activated and used Paytient the very same day — a clear sign that the program met an urgent need.
The Results
In just over a year, Paytient has quickly become a go-to resource for The Center’s employees:
- 25% of staff have activated their accounts
- 65% of those activated have used Paytient for care
- 88% of those users have engaged in repeat transactions
- 19% of all funds have gone to cover mental health-related expenses
And behind those numbers are real stories. Erica recalled one in particular:
“I had a coworker who is a single mom with a child who is an athlete and often has injuries, e.g., sprains and broken bones. Last year, her child had three injuries, and because she did not meet her deductible, the medical bills were too costly to afford. She signed up for Paytient and immediately created her own payment plan. It felt like a huge weight was lifted off her shoulders.”
The Impact
For The Center, Paytient has been a financial tool, yes, but more than that, it has been a way to align benefits with their mission of care. Here’s what Erica had to say about it:
- On employee health
“Since implementing Paytient, we have seen an increase in staff utilization that is now around 25%. This means our staff sees Paytient as a real option to assist with medical and prescription costs.” - On mental health
“Paytient directly provided relief for those who were stressed by high-deductible plans and gave them a solution to make payments on medical bills and prescriptions.” - On culture
“I think it has been a game-changer. It allows employees to get the care they need, without worrying about how they’ll pay for it upfront.”
The Center, like many organizations, has faced a dramatic rise in healthcare expenses, resulting in steep increases to its HDHP costs. The deductible for their mid-level HDHP plan increased by 56%, and their base HDHP plan deductible jumped by 67% in a single year.
Unsurprisingly, there’s usually a significant decrease in HDHP enrollment when deductibles rise this quickly. However, by adding Paytient into its benefit offerings, The Center was able to hold steady during this shift, with less than 4% of employees choosing to switch from the HDHP to a lower deductible plan in 2025.
This small shift confirms that the presence of Paytient empowers employees to absorb higher deductibles with confidence. By providing immediate access to interest-free funds to help cover out-of-pocket costs, The Center knows its team can stay focused on what matters most: serving its community with compassion and resilience, without the added stress of healthcare bills.
About The Coordinating Center
The Coordinating Center is a Maryland-based nonprofit dedicated to improving health and independence for people of all ages and abilities. Partnering with hospitals, health systems, managed care organizations, and community groups, The Center designs and delivers person- centered, case management and care coordination services that support individuals living with disabilities and complex health needs to achieve better outcomes, greater independence, and lasting community integration.
Its evidence-based approach supports the Triple Aim: improving population health, enhancing patient experience and outcomes, and reducing per-capita costs for communities. By connecting healthcare and community resources, The Center helps people achieve their aspirations for independence, health and a meaningful life.
If you want to learn more about how Paytient can help your company and its people, visit paytient.com/employers now.
