Your Clients tab organizes your client list into three tabs — Active, Prospects, and Archived — so it's easier to see where each client is in their care and what needs attention.
Your existing clients were automatically sorted into the correct tab when the new layout launched; you didn't need to take any action.
The new layout is reaching solo providers first, then group non-admins. If your Clients tab still shows a single list, it'll update when the rollout reaches your account — no action needed.
Your client list
Here's how the three tabs break down:
- Active: Established clients with a confirmed appointment history. This tab has two sections — Ready for review (clients set up and ready to schedule) and Needs attention (clients with an open action item)
- Prospects: Clients who haven't had a first confirmed appointment yet. They'll move to Active once their first appointment is confirmed
- Archived: Clients you've archived. Archiving is always reversible — their records, message history, and appointment records are preserved
Status badges and readiness icons
Each client row shows a status badge and readiness icons so you can see what needs attention without opening every profile.
Status badges indicate where a client stands:
| Badge | What it means |
|---|---|
| Session ready | Everything's in place to schedule or confirm a session |
| Pending credentialing | Credentialing is in progress for this client's insurance — no action needed |
| Missing address | The client's profile is missing address information needed for billing or credentialing |
| Out-of-network (Not credentialed) | You're not yet credentialed with this client's insurance plan |
| Not accepted on Headway | You haven't accepted this client yet — check your pending requests |
| Unresponsive | The client hasn't responded to recent outreach |
Readiness icons appear on each row and show the status of insurance, forms, and payment at a glance. Clients with an open item will appear in the Needs attention section of your Active tab.
Archiving and restoring clients
Archiving moves a client to your Archived tab — it doesn't delete anything. Their record, message history, and appointment records are preserved, and you can restore them at any time.
To archive a single client:
- Go to your Clients tab
- Select Archive to the right of the client's name
To archive multiple clients at once:
- Go to your Clients tab
- Check the box next to each client you'd like to archive
- Open the [Bulk Actions] menu that appears
- Select Archive and confirm
To view and restore archived clients:
- Go to your Clients tab
- Select the Archived tab
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Select the client you'd like to restore and follow the prompts
Editing client information
If your client's email is already verified, only they can edit their legal name, preferred name, email, and phone number directly in their Headway account. As a provider, you can still update their insurance and billing information, including date of birth.
If their email isn't verified yet:
- Go to your Clients list
- Select the client's name
- Select Edit in the upper right corner
- Make your changes and select Save
To edit insurance or billing information (including date of birth):
- Go to your Clients list
- Select the client's name
- Select the Billing tab, then Update
- Select Edit details, then Enter manually instead
- Select Save
If you're still having trouble updating a client's information, contact us.
Client payment information
Clients can add and update their payment method in their own account, but you can also do it for them.
To add a payment method for a client:
- Go to your Clients list
- Select the client's name
- Select the Billing tab
- Next to Payment Method, select Add
- Enter their information and select Save
To update a client's payment method: Follow the same steps above, selecting Update instead of Add.
To confirm a payment method has available funds, we place a temporary $1 hold 72 hours before each session. It'll appear on the client's statement as "Headway."
This isn't a charge — we cancel it before they're billed for the session. Most banks clear it within 3 days, though it can take longer depending on the bank.
Messaging clients
- Go to your Clients tab
- Select the client's name
- Select Message in the upper right corner
Viewing past sessions and progress notes
- Go to your Clients tab
- Select the client's name
- Select the Sessions tab
- Scroll to Past sessions
- Select a session to view its details, including the progress note and invoice information
Using the Medical tab
Your Medical tab is where you can document and view a client's medications, allergies, vitals, and medical conditions — all in one place. With unified chart, you can also see medical records and past sessions added by other Headway providers treating the same client.
To get there: go to your Clients tab, select a client, and choose Medical.
What's in the Medical tab
The Medical tab holds four types of clinical information:
- Medications — prescription and non-prescription
- Allergies — drug, ingredient, or free-text entries
- Vitals — height, weight, heart rate, and more
- Medical conditions — active diagnoses and health conditions
Shared records with unified chart
If your client sees other providers on Headway, their medical records appear in your Medical tab too — and yours appear in theirs. Think of it like a shared document: all providers contribute to one record.
This means you can also edit entries added by another provider. To edit any entry:
- Hover over the entry
- Select the three dots that appear
- Choose Edit, Make inactive, or Delete
To see a log of all changes made to the tab — by any provider — scroll to Change history at the bottom of the page.
Getting in touch with another provider
If you want to follow up on an entry another provider added, you can view and copy their email address directly from the Medical tab. Hover over the mail icon above the entry, or hover over their name in grey text.
Viewing another provider's past sessions
In your client's Clinical tab, you'll see a Past confirmed sessions section that includes sessions completed by other Headway providers. Select any session to view the CPT and diagnosis codes used.
As a note, progress notes and in-person office addresses from other providers aren't visible — only the billing codes.
Syncing with your progress notes
If you use Headway's psychiatric note templates, your client's medical chart syncs automatically with your notes. When you open a note, their medications, allergies, and diagnoses appear alongside it for easy reference — and any changes you make to the chart while you're in the note flow back to the Medical tab automatically.
This sync applies to Headway's psychiatric templates only. It doesn't apply to uploaded notes or documentation you keep outside Headway.
Discharge summaries
A discharge summary outlines the care provided, supports continuity of care, and meets documentation requirements. For step-by-step guidance, visit our guide to client discharge.
Using Headway's discharge summary template is required for Medicare and Medicaid clients. For all others, you may write your own or upload an existing note.
To complete a discharge summary, you have two options:
- Option 1: Archive the client — you'll be automatically prompted to fill out the discharge summary
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Option 2:
- Go to your Clients page
- Select the client's name
- Select the Clinical tab
- Scroll to Chart notes and select Discharge summary
Once signed, the summary becomes part of the client's official medical record.
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.