From 4 Systems to One: How Pacify Cut Onboarding Time in Half and Built a Foundation to Scale with Wingspan

Overview

Pacify is a maternal health platform that connects patients with virtual and in-person doulas for prenatal, L&D, and postpartum care while also providing access to on-demand, scheduled and chat based support from IBCLCs (lactation consultants) – all through one easy to use mobile application. Pacify works with state WIC programs, Medicaid managed-care plans like AmeriHealth, and offers direct to consumer options to ensure equal access to high quality care regardless of socioeconomic status. Operating as a lean team under parent company Advantia Health, Pacify manages a network of approximately 275 independent contractors across the United States.

With a few people managing all contractor operations, Pacify needed a platform that could do the heavy lifting. The team turned to Wingspan to consolidate onboarding, payments, and tax compliance into one place, and has since built payroll automation on top of it. What once required four separate tools to manage contractors now runs through one. Today, 100% of Pacify’s contractors are actively using the platform every month.

Challenge

When Katelyn McAdams, VP of Operations, first started managing Pacify's contractor workforce, the process was entirely manual, and held together by one person. "We were using lots of different systems — DocuSign, Excel, BILL," she recalls. "I was the only operational person at Pacify, and I would have to manually calculate payroll. This provider gets $40 an hour, they took 30 calls, they spent five hours — do all the manual formula calculation, build the spreadsheet, share it with our AP team. Just a lot of steps and not a one-stop shop."

Each new doula or lactation consultant meant collecting a W-9 via email, uploading it to a vendor profile in BILL, filing the contract manually, and tracking everything in a spreadsheet. Providers felt the friction too. Contractors were paid as a single monthly lump sum with no visit-level breakdown. They wanted to see exactly which appointments they were paid for and at what rate, but producing that breakdown manually for hundreds of providers every month wasn’t feasible for a team of one. "We did not have the capacity to manually break down every hour-long visit a provider had over the last 30 days," Katelyn recalls.

Background screening added yet another layer of complexity, running through a separate parent-company process before being manually exported and re-filed in Google Drive. Compliance training lived in their own platform entirely, and tax documents were managed through BILL by an AP team that operated largely outside of Katelyn's visibility. No single system held the full picture. The result was a fragmented operation that was increasingly difficult to scale, and one that was nearly impossible to hand off if Katelyn was out.

Solution

After discovering that contractor management platforms existed and searching for one that could consolidate contracts, payroll, and 1099 management in one place, Katelyn landed on Wingspan. The decision came quickly: "for the potential in terms of automation and being able to house payroll, contracts, and tax all in one place, it was, honestly, a no-brainer," she says.

With support from Wingspan's team, Pacify migrated its contractor base, configured engagements for both its doula and lactation providers, and integrated background screening, enabling automated, state-specific requirements for each new provider. The new onboarding flow runs twice as fast as the old multi-system process, and Pacify has since seen a 20% lift in contractor conversion rate

The most significant development came later: a custom API integration built in close collaboration between Pacify's engineering team and Wingspan. Together, they developed an automated work log pipeline that pulls appointment data directly from Pacify's EHR system, maps it to contractor-specific pay rates and engagement types in Wingspan, and submits a complete monthly work log for Katelyn to review and approve. "The idea is it's all hands-off," a member of Pacify's engineering team explains. "We have structured mapping in terms of how certain appointments map to certain Wingspan elements and what the pay rates are."

The integration is already handling doula payroll and is being expanded to cover lactation consultants and locality-based pay tiers as Pacify grows into new markets.

Impact

Contractor Visibility Dramatically Improved

The shift that mattered most to Pacify’s contractors was simple: they could finally see exactly what they were being paid for. Where providers once received a single lump sum with no itemization, they now have access to a self-service portal showing every visit, every rate, and every payment in real time. Contractors are getting paid 40% faster than they were on the old batch cycle. Satisfaction is evident with 100% of Pacify’s contractors actively using the platform every month and overall engagement is up 80% versus the pre-Wingspan baseline. “More people reach out about their pay now because they have visibility into it,” Katelyn notes. “In the past, we could be off by a few dollars or miss a visit and the provider might not even notice.” That’s a good problem to have, and it’s getting smaller: invoice and payment error rates are down 15% since the work-log automation went live. When issues do come up, Katelyn can investigate and resolve them in minutes — something that would have taken hours, if it was possible at all, under the previous processes. Since rolling out Wingspan, Pacify has seen a 25% reduction in contractor churn. Providers are sticking with the network longer, which directly protects continuity of care for the patients they serve.

8 Hours Saved Per Month on Payroll

What once required Katelyn to manually calculate earnings for every contractor, format a spreadsheet, and coordinate with an AP team now runs through an automated pipeline. The platform consolidation alone gives Katelyn back eight hours every month on invoice processing — time that used to disappear into formula-checking and spreadsheet reconciliation. More gains are expected as the automation expands to cover additional pay types.

Work Pacify No Longer Has to Own

Two operational surfaces that used to consume time and energy have effectively disappeared from Pacify’s plate. Contractor support tickets questioning pay, profile issues, and tax forms used to land directly in Katelyn’s inbox. Today, 100% of that support is handled by Wingspan’s team; Pacify doesn’t field those tickets at all. Tax season looks similar: Wingspan now prepares, validates, and files 1099s end-to-end — work that used to mean a multi-day year-end scramble of pulling vendor data out of BILL, reconciling against spreadsheets, validating TINs, and chasing down 1099 corrections. Handing it off saves Pacify roughly eight hours every tax season.

A Single Source of Truth for the Whole Team

One of the quieter but more meaningful outcomes is that Pacify's operational data is no longer siloed with a single person. "Before, a lot of things lived in so many different places, and lived in my brain," Katelyn says. "Now a lot of it lives in Wingspan, so if I'm out, I have five other team members who can go in and view a contract, see an invoice, and do anything they need to without me present." Contracts, invoices, payment histories, and contractor profiles are all accessible to the broader team — meaning coverage, audits, and escalations no longer depend on Katelyn being available.

Background Screening Integrated and State-Compliant

Pacify's background screening process has gone from a multi-step, multi-system compliance burden to a seamless part of onboarding. Screening now runs automatically, with state-specific requirements configured and handled directly in the platform. According to Katelyn, the process has been seamless and has not introduced a single delay in onboarding.

Looking Forward

Pacify is in an active growth phase, having recently launched with AmeriHealth across seven new markets. Each new Medicaid market brings new doulas, new locality-pay structures, and new state-specific compliance rules — meaning the platform Pacify has built with Wingspan needs to scale as fast as the business does.

For Katelyn, the priority is keeping the automation ahead of that growth. "I don't want to have to take on new manual work when it's very realistic that we expand into a state like California, which requires another round of locality pay that needs to be properly accounted for in a timely manner," she says. Rather than returning to manual bulk imports every time a new contract type or locality pay tier is introduced, the team is already exploring expanded use of Wingspan's webhook capabilities to automate the syncing of engagement IDs and locality tier assignments. The goal is a scalable payment automation pattern that supports new state launches and new pay structures without requiring additional ops headcount — growth that the platform absorbs, not the team.

Final Thoughts

For a company of Pacify's size, Wingspan has delivered something beyond time savings: it's given the team a foundation that can actually scale. Contracts, compliance, payroll, and contractor support are no longer spread across disconnected tools. They're in one place, visible to the right people, and increasingly automated. "The implementation was super smooth. The design is great. We continue to have amazing ongoing support," Katelyn reflects. "It's really changed how we do things at Pacify from an operational perspective." As Pacify continues to expand its doula network across new markets, Wingspan will be at the center of that growth — handling the contractor operations infrastructure so the team can focus on what they do best.

See why leading operations teams trust Wingspan to handle contractor onboarding, payments, 1099s, and compliance at scale. Request a Demo →