Explaining Headway to your clients

Here's the rundown of what clients can expect with Headway:

• We'll send an email invite to help clients get their insurance and payment info entered and acknowledge our standard forms (see form 1, form 2)
• Ahead of each session, clients will receive appointment reminders with date, time, and estimated cost
• Sessions will be charged to the payment method on file afterward and receive an invoice via email
  
  

Below is a preview of the welcome email we send to clients:

We'll follow up a few times if the client doesn't create an account. 

Following up with prospective clients

If a client emails, calls/leaves a message, or sends you a message from one of your marketing channels (e.g. Kiwi, Psychology Today), use the following steps to help set them up with an intake. 

1. Call or text the client
   
   You'll want to ask the prospective client for a few basic pieces of information: their first and last name, email address, phone number, and insurance carrier. 
   
   

2. If the client has an insurance you can accept, send them a follow up message
   
   You can use this message:
   
   Okay great, I most likely accept that plan through my billing company called Headway. So what I’m going to do now is send you an email from Headway to create an account so we can verify your insurance and make sure you’re in-network. I will send that in just a moment, for now, when would you like to schedule for?
   
   Once you've aligned on a time and date, you can say:
   
   Okay excited to see you then! I’m sending this email from Headway shortly, please make sure that’s done within 24 hours so we can verify your insurance well in advance of your appointment. Let me know if you run into any issues.
   
   
3. Add them as a client on Headway
4. Ensure that their profile shows as Verified for scheduling
   
   24 hours after adding the client to your Headway account, click on the Clients tab and ensure their insurance is showing as verified. If it's not, reach out to the client right away and ask them to add their information as soon as possible. 
   
   
   
   As a note: Do not hold the session until the client has the Verified for scheduling badge. If sessions are held before the client is verified, you won't be able to confirm the session and you won't be paid for that session.  
   
   
5. Prepare for your session
   
   If the session is virtual: Before the time of the session, text or email your telehealth link (e.g. Doxy.me, EHR telehealth platform, Zoom link) the client. 
   
   If the session is in-person: Text or email your office address to the client, so they know exactly where to go when the time comes. 
   
   
6. Once the session is over, confirm the session to get paid
   
   You should always confirm session details promptly (within 30 days) after the session occurs. Once confirmed, you'll see the session payment in your next bi-weekly payment.
   
   If you’re not sure which billing codes or diagnosis codes to use, learn more in our training: Coding Standards for CPT codes.

What to do when your client has an incomplete account

We’ll reach out to any clients that haven't created an account or are missing information. We'll send both you and them a reminder email: 

We've also found that clients are more inclined to take care of this when their provider asks directly. Below is a sample email template below that you can copy, paste, and customize.

Email template

Hi [client name],

I hope all is well with you! I’m looking forward to our appointment on [insert day, date, and time of the appointment]. Please confirm that this time still works for you. You can join the appointment via this telehealth link: [insert your link]. If this time no longer works, please cancel or reschedule at least 24 hours prior to avoid a cancellation fee.

You should have received an email prompting you to create a Headway account and provide your insurance and payment information for your copay or deductible. To verify your information and finish getting set up with them, please create and complete your account before we meet! 

If you have any questions, you can respond to this email or reach Headway's team via their contact form.

Best,

[provider name]

As a reminder, if your client needs additional help getting set up at any time, they can reach out to us.