HeadwayReviews of headway.co

Ultimately, I was able to get my question answered but only after first trying a bot, then being directed to a chat agent (I was told there was no option for a phone call), who first just resent the email about which I had a question, and then finally after much prompting sent me links to go find the answer myself. I was able to do this but it took 26 minutes all said and done when a 5 minute phone conversation would have sufficed.

Would like for communication to be easier and not have to choose from a drop down menu when I need to ask a question. The options listed rarely address what I need to know and are frustrating. Lack of ability to talk directly and in real time to a human is a major drawback.

While the Headway staff themselves are helpful, knowledgeable, and supportive, the providers have been significantly less than that. Providers will say, for example, that they are EMDR-driven and trauma work is their bread and butter. You meet with them regularly, or even just speak on the phone or send a message for a consult, and it becomes very clear that this is not the case. Many unqualified and underqualified people on this website, who can be rather rude and dismissive. Moreover, providers who don’t want to meet with you because they don’t believe you are a good fit are unkind and condescending, to put it very lightly. I will be asking to deactivate my Headway account once my insurance terminates. Again, Headway staff themselves are excellent and incredibly wonderful.

Headway provides no contact point except an on line form if there are any problems. They canceled an appointment which they stated wrong time on cancelation, sent forms to be filled out about attending the appointment after the clinician sent an email saying she couldn't take me as a patient after verifying the day before everything was on schedule. Communication with them is poor. The clinician communicated well but Headway does not.

My provider is great, but we were connected long before Headway got involved. Insurance verification took months and customer service is near nonexistent and only available via email or a chatbot that redirects back to FAQs or itself, or back to email. Email responses take days and my patient profile is incomplete despite entering and re-entering information multiple times. My provider is in network with my insurance carrier, but out of network with Headway, but I also received a “they’re in network now” email offering the full private-pay rate. Not worth the hassle.

They got me credentialed quickly. That is the only good thing I've had it happen more than once where a client's credit card was expired and they collected thousands of dollars and never gave me a dime after that because the card expired or something to that effect, they never reconciled it and they just kept the money. I'm sure that's in my contract and they're just screwing me over. I've also had insurance claims denied and had an error message from them saying "your state license has expired" no it wasn't or some other strange message. Only to find out that there was nothing wrong I had to submit a ticket wait 5 to 10 to 15 business days to fix it and never knew what was wrong things like this just happened all the time. During that delay I'm not paid. I've never talked to a single human being ever since I started working there, it is not possible to talk to one no matter what it isn't happening and then there is this one... When it came time for my caqh to be updated because I allowed them to be my credentialers initially, someone logged into my caqh profile and change the information so much that I went to upload my malpractice insurance it didn't even recognize me it was almost like somebody went in there and purposefully did it it took me a day and a half with a caqh agent to literally reinvent myself in this so I could practice again. I don't know what they did or why but it was atrocious. This is the absolute worst company to work for. They don't do your billing you are an independent contractor you are accountable to them you have to send them a message every time you don't get your documentation done after 48 hours. You don't work for yourself and you don't get paid very much, rates have gone down since I started. Run from this company.

This place is the worst for users. I've been seeing a provider here, who I really like, and she's been awesome. THe problem is their customer service. They know jack about insurance and have processed like 9 of my claims incorrectly and are blaming it on me. They have no customer service line and are entirely dependent on chats with incompetent people. If you want to connect with a supervisor, you'll be lucky if you ever hear back from them over email.

Initially it was a great relationship. They they implemented a poorly run Id verification system. If one doesn't or can't submit to their AI face scan the healthcare is cut off. The company promised to have an alternative ID verification process but never communicated after that promise.