Provider Policies

Effective Date: 12/1/2023

Documentation

Coding and Billing

Client Demographic Information Integrity

Charging for Appointments and Cancellations

Medical Necessity

Provider Communication

Curative Action

This section covers Headway’s expectations of providers maintaining accurate information and details about their client (i.e. name, email, DOB), so that we’re able to communicate when necessary and submit claims smoothly.

Policy

Headway is committed to maintaining accurate and complete client demographic information (i.e. name, DOB, email, phone.) This makes it possible for us, as the billing entity, to communicate in a timely fashion with clients about their benefits and charges, and ensure that each patient record is accurate and can be retrieved if needed. Providers on Headway are expected to enter client demographic information correctly and confirm each session in their portal, which accurately bills the client.

Client email addresses should never be controlled or owned by their provider. This means that if a provider enters a client’s email address on their behalf, this email address must belong to and be controlled by the client themselves. This ensures the client can log in and complete required forms to get started on Headway and receive updates directly from Headway about their care, charges, and claims.

1. Providers have the option to add clients to the Headway platform directly through the portal. In these cases, a Headway account is created for that client automatically as soon as they are entered into the system.

2. The provider may only add clients to the portal when a client is actively under their care, or is going to be under their care in the near future.

   1. The provider may not add their own Headway account, agents of their practice, friends, family members, or any non-client account to their own client list.

3. Each client on Headway should have one account in that client’s name.

4. Providers should ask clients if they are using Headway prior to adding them to their client list. If the client has used Headway in the past, the provider should add them to their client list using the same email address/account.

5. Each client account on Headway should be tied to only one individual client. Two or more clients may not share one account.

6. Each client account must be created and maintained using an email address owned by the client or client’s guardian.

   1. Every client account must be controlled by the client, or their legal guardian. Client email addresses should not be controlled by the provider, or the provider’s practice, for any reason.

7. Information entered on the client list must be entered accurately.

   1. At minimum, the provider must enter the clients’ legal name and email address to create a client account using the client list. The provider has the option to add the client’s date of birth and insurance information.
      1. If the provider does not have the clients’ date of birth or insurance information available, the provider should notify the client after they add the client to the client list, so the client can enter this information themselves.
      2. The provider is responsible for ensuring client demographic and contact information on the client list is accurate and complete.
      3. The provider is responsible for checking that their client’s insurance is active and valid prior to completion of each appointment. We are unable to provide payment for sessions with ineligible clients, so it is important to verify a client’s coverage before holding a session.

8. The client or the client’s guardian must verify their email address and log in to the Headway website at least once to acknowledge Headway’s standard practice forms.

9. The provider is responsible for confirming a client’s identity (i.e. verifying that the client is who they say they are) and billing clients under the correct account for each encounter.

Effective Dates:

Effective Date: 3/30/23:

• Documentation, Coding and Billing, Curative Action

Effective Date: 12/1/23:

• Client Demographic Information Integrity
• Charging for Appointments and Cancellations
• Medical Necessity
• Provider Communication