Client management

Removing a client

If you want to remove/delete a client from your client list, you'll need to archive them in your account.

To archive a client:

1. Visit the Clients tab
2. Click the Archive button to the right of the client's name
   

To view archived clients: 

1. Visit the Clients tab
2. Click the three dots, next to the Add client(s) button
3. Select View archived clients from the dropdown 
   

Editing/updating client information

If your client's email is already verified, only they can edit their legal and preferred name, email, phone number directly in their Headway account. As a provider, you can still edit their insurance (including their date of birth) and billing information on your end. 

If your client's email is not verified yet:

1. Visit your Clients list in the provider portal
2. Click on the name of the client you'd like to edit 
3. Click Edit in the upper right corner of the screen (next to Message) 
4. Modify the information 
5. Click Save

To edit their insurance and billing information (including DOB): 

1. Visit your Clients list in the provider portal
2. Click on the name of the client you'd like to edit 
3. Click the Billing tab, then Update
4. Click Edit details under the client's information
5. Click Enter manually instead
6. Click Save

If your client's email address is not verified yet, and you're still having trouble updating their information, please contact us. 

Client payment information

Clients can always add and update their payment information in their account, but you can also do that for them.  

If your client does not have a payment method on file, you can collect that information and add it to their account for them.

To add a payment method for your client: 

1. Visit your Clients list in the provider portal
2. Click on the name of the client you'd like to add a payment method for 
3. Click the Billing tab  
4. Next to Payment Method, click Add
5. Add their information and click Save
   
    

To update your client's payment method:

1. Visit your Clients list in the provider portal
2. Click on the name of the client you'd like to add a payment method for 
3. Click the Billing tab  
4. Next to Payment Method, click Update
5. Add their information and click Save
    

As a note, to make sure the client's payment method on file has available funds, we place a temporary $1 hold 72 hours before each session. This hold will appear on their statement as “Headway.” This is not a charge, and we’ll cancel it before they're billed for your session. Most banks clear the hold within 3 days, but it can take longer depending on their bank.

Messaging clients 

To message a client: 

1. Visit your client page in the provider portal
2. Click on the name of the client you'd like to message
3. Click Message in the upper right corner of the screen to visit your messages with this client

Discharge summaries

A discharge summary outlines the care provided, supports continuity of care, and meets legal and clinical documentation requirements.

For step-by-step guidance on navigating this part of care, visit our guide to client discharge.

 

Discharge summary templates (only available to Medicare & Medicaid providers)

Discharge summary templates are currently only available to providers credentialed with Medicare & Medicaid. For all others, you may choose to write or upload your own discharge note.
 

To complete a discharge summary:

• Option 1: Archive the client and you'll you’ll be automatically prompted to fill out the discharge summary. 
• Option 2:
  1. Navigate to the Clients page
  2. Click on the Clinical tab
  3. Scroll down to Chart notes
  4. Select Discharge summary
     
      

You’ll then be guided through Headway’s discharge template, which includes:

• Treatment start and end dates
• Reason for care 
• Clinical course
• Aftercare plan

Once signed, the summary becomes part of the client’s official medical record.

Please note: Using Headway’s discharge template is required for Medicare and Medicaid clients. For all others, you may choose to write or upload your own discharge note.

Sticky notes for administrative reminders

You can seamlessly track key administrative details on the Client Page. Add helpful reminders—like preferred scheduling days or personal preferences—to support more personalized care, all in one location. 

These notes will remain pinned to the top of the Client page for quick access and can be updated at any time. 

Please note: This section is intended for non-clinical information only and will not be included in the official client record.