Benjamin F.
Headway user for past three years
Like -- Interface is easy to use for scheduling, booking and billing. Payment rates increase each year. Payment is received on time. Payment rates are FAR superior to any other telehealth platform I have used or seen. Dislike -- Due to Headway's fee structure (a pre-negotiated rate rather than a percentage or flat rate cut of the full insurance rate), I am unable to list the difference in payment as a business expense on my taxes. I would like Headway to provide these numbers listed in such a way so that clinicians can count them as as a business expense. This would not change any of the math or reduce any of Headway's income. Intakes are slow or nonexistent for me. I've left my "accepting new intakes" flag on for over a year and have not received any intakes. The clients I see on Headway are ones I have obtained using outside sources and then brought into Headway. I am unsure if this is normal or some sort of tech glitch. I think clinician should have more time to complete their notes. I have several health conditions that make completing my notes within Headway's window difficult. I would like it if clinicians were given more time to complete their notes, especially if the state in which they are licensed gives providers more time to submit claims. I do not expect to be paid any quicker than I submit notes, I just want there to be more time given than 4 weeks. I've been with Headway for several years now, and have had recurring issues with insurance accuracy which had forced me to play customer support for angry clients. These issues are usually resolved quickly, but are sometimes not, and in these cases I have had notes expire because I refuse to file a note that will overcharge or mischarge a client, even if they are promised a refund. These issues used to be more common, but appear to be happening less often with more recent software updates. Desire changes -- 1) More time for note completion for clinicians in states which allow this. I practice in Maryland, and clinicians are given 365 days from date of service to file insurance claims. I am not expecting that full span of time, but something substantially more than 4 weeks would be nice. 2) Clarification on expected wait time for new intakes 3) Provide information about difference between gross insurance pay rate and clinician pay per session so that clinicians can list this as a business expense on their taxes.
Response from HeadwaySep 25, 2026
Hi Ben, Thank you for this detailed feedback, and for sticking with Headway through some real frustrations over the past few years. We're glad the interface, scheduling, and payment rates have been working well for you. The lack of new intakes despite your flag being on for over a year is something we want to look into directly — that shouldn't be happening, and we want to understand what's going on with your account specifically. We also hear you on the recurring insurance-accuracy issues, the note-completion window, and the request for clearer information on the fee structure for tax purposes. We'll make sure this feedback reaches the right teams, and we'd like to follow up with you directly on the intake issue in particular. – Adam, Headway Team