HeadwayReviews of headway.co

Headway's one job is to verify insurance. Over the course of over two months, a client of mine began to receiving vague information regarding their insurance billing and after continuous attempts from me to help gain clarification regarding the client's billing, Headway refused to provide clarification. Instead giving vague answers that amounted to "well, the client could be overcharged or undercharged but you can still schedule sessions with them". It was the first time it happened to me and and it was very unsettling and disruptive to the client care I could provide. Understandably the client opted out of scheduling sessions due to the uncertainty of the billing outcome. After months of pursuing this, Headway informs my client of essentially a clerical error and states they are in network with me and will not have to worry about paying out of pocket for the sessions covered. Although the resolution was ideal, I am disappointed with the amount of time it took and the clear communication from Headway.

I have received services from one provider through Headway. My provider is in-network with my insurance, and the services I received are covered under my insurance plan. Headway submitted a claim for one of my visits under the name of a provider whom I have never seen and who is not my treating provider. The claim was subsequently denied because the provider associated with the claim was out-of-network. When I initially contacted Headway regarding the balance, I was told that I "do not have mental health benefits." This was incorrect. When I investigated further, Headway provided a different explanation and told me that the billing code used was incorrect. This was also not true. I personally contacted my insurance company to verify this. My insurer confirmed that I do have mental health benefits under my plan. The code was correct and is a covered diagnosis under my plan. My provider is in-network. My expected patient responsibility for the visit should have been a $15 copay...The denied claim submitted by Headway was associated with a provider whom I have never seen. Headway has refused to correct the claim and has instead stated that it will not proceed with correcting the issue until it receives additional confirmation from my insurance company. At the same time, Headway has informed me that it intends to continue charging the disputed balance to my card on file. I have expressly disputed this balance and informed Headway that I do not authorize charges for an amount that I do not owe. I have nevertheless been told that the charges will continue. What is particularly concerning is the several conflicting explanations received from Headway, none of which add up. I have not been given the opportunity to clear this up with a human being, there is no way to access someone to actually help. I have made repeated good-faith efforts to resolve this directly with Headway and have independently contacted my insurance company to establish what occurred. I would give headway a 0 if I could. They do not deserve the 1 I gave to make this review.

Headway's platform allows me to work as on independent counselor instead of an employee. They are reliable with payments and billing is practically seamless!

I do not want to add details

Verification was was promptly addressed and the prospect became a client.

The only reason why I gave it 4 instead of 5 is due to lack of real-life conversations with Customer Service on the phone. As a provider who sees many clients, going back in forth in emails or chats (for hours to days) to resolve a billing issue is not conducive to my workday or stress regulation for my client or myself. Headway, please work on that.

I had recurring appointments scheduled every Tuesday with headway. Unfortunately, something came up and I missed one, I paid a fee for having missed it, that's fine I understand, no issue. The issue is after having missed one appointment they cancelled all of the appointments I had with no warning. No text, no email, nothing. So I showed up to the next one, only to be told they had cancelled all my appointments, I worked hard to get all these into my schedule, so finding out they cancelled them all and I cant have them back was very frustrating. Missed appointments happen, but cancelling every future appointment you have with a patient after their first one and with no notification is terrible service from Stephanie Chambers. I attempt to talk to someone about the behavior of the doctor, and all I get is AI bots to talk to about the problem.

Headway is the only reason I accept insurance. They negotiate higher rates and streamline the documentation process. The platform is user friendly for both myself and my clients. They’re very responsive, helpful, and friendly when issues arise. I couldn’t be happier with the service!