Headway's client intake and experience

How Headway communicates with clients

Below are all of the ways we communicate with your clients:

• We send a welcome email introducing ourselves when you add a new client and ask us to notify them
• We send reminders to complete your intake forms, if they haven't already
• We reach out if their insurance or payment info is missing or needs an update, with clear instructions and links to edit ahead of their sessions
• We send reminders ahead of each session, including estimated price and cancellation policies
• We send invoices after each session
  
  

If your client is not receiving emails from Headway, please ask them to check their Spam folder. If they checked, and are still not receiving our emails, they may have unsubscribed. We ask that they reach out to us, or you reach out on our behalf, if this is the case. 

 

What clients see in their account

• Simplified explanations of their insurance
  
  
  
  
• User-friendly agreements and accessible forms
  
  
• Upcoming appointments and estimated cost
  
  
  
  
• Appointment history and invoices
  
  
  

 

Sending our welcome / sign up email to your clients 

You'll only be able to send the welcome email to clients who have not yet completed their account set up.

To send our welcome/sign up email to your clients: 

1. Visit the Clients tab in the provider portal
2. Locate the client you'd like to re-send the welcome email to
3. If they have not yet completed account set up, click Re-send email in the gray banner under their name 
   
   

Headway's standard forms

To see a provider through Headway, clients must acknowledge and agree to the following forms:

1. Acknowledgment of Receipt of Notice of Privacy Practices
2. Assignment of Benefits / Financial Responsibility

Your client will be able to read and agree to the forms while logged into their Headway account. This is also where they'll manage insurance and billing details.

 

Sending additional intake forms through Headway

You can send informed consent forms, biopsychosocial assessments, and your own custom practice policies directly within the provider portal – all in one place.

When adding in a new client, you’ll have the option to send some, or all, of the intake forms available.

1. Select the checkboxes next to the items you’d like to send
2. Track form completion within the client’s Clinical tab
   
   
   
   
   

Once you've sent the intake form(s) to your clients, you can check form completion and send reminders through the provider portal. When the form(s) are complete, you can reference them at any time. 

Note: Clients you receive directly from Headway will not receive these forms automatically, and you'll need to send them from their Client page.

Anything additional outside of our standard forms, informed consent, biopsychosocial assessments, and your own custom practice policies, must be sent to your client via email. 

 

Practice policies

You can add a set of custom policies specific to your practice directly to your Headway account, so you can send all intake forms/documents to clients in one place. We offer a template, or you can feel free to add in your own documents or free text. 

To add/edit your custom practice policies:

1. Visit Settings within the provider portal
2. Navigate to the Practice policies tab
3. Create a custom policy from scratch, use one of Headway’s templates to create a policy, or upload an existing policy
   
   

Please note: You can customize your practice policies, but you won’t be able to customize the informed consent or biopsychosocial assessments.

 

Sending forms after you've added a client

Forgot to send a form to your client? You can send them at any time, even after you've seen them. To do this: 

1. Navigate to your Clients page
2. Click on the client whom you'd like to send a reminder to 
3. Navigate to the Clinical tab
4. Under Intake forms, click Send next to the form you'd like your client to complete 

Once you’ve sent these forms, your client will get an email from Headway letting them know you've requested forms. In their Headway account, your client will now see a task to complete intake forms on their Account page under Open tasks.

 

Uploading existing intake forms

If you have a completed intake form for an existing client, you can upload them to Headway to keep information in one place. To do this:

1. Navigate to the Client page
2. Scroll down to the Attachments section
3. Drag and drop files, or click to select files to upload
   
   

Sending completion reminders

To send your client a reminder to complete their form(s): 

1. Navigate to your Clients page
2. Click on the client whom you'd like to send a reminder to 
3. Navigate to the Clinical tab
4. Under Intake forms, click Send reminder

Viewing completed intake forms

Once your client has completed your form(s), you can view them at any time. Here's how: 

1. Navigate to your Clients page
2. Click on the client whose forms you'd like to view 
3. Navigate to the Clinical tab
4. Under Intake forms, click directly on the name of the form you'd like to view
   

 

Messaging your clients

You can message your client directly via the messages tab in Sigmund, the provider portal. Headway's messaging platform is fully encrypted and HIPAA-compliant. 

As a note, you won't be able to send attachments through the Headway messaging portal. You'll have to send any attachments or additional forms (anything other than our standard forms) to your client via email.