Managing your account

Changing your password

If you're a client

1. Visit headway.co
2. Click My portal, then Patient portal
3. Enter the email associated with your Headway account
4. Click Forgot your password?

If you have tried resetting your password and still can't log into your account, there are a few things to consider:

• New users will need to verify their account via email
• If you are logged in, you will see your initials in the top-right corner

If you're a provider

1. Visit sigmund.headway.co
2. Enter the email that you use to log into the provider portal (do not enter your contact email)
3. Click Forgot your password

The email may have gone to your junk/spam folder. If you are using a Gmail account, please also check your promotions folder.

If you have previously unsubscribed from any Headway email, you have unsubscribed from all Headway emails and we'll need to remove you from the unsubscribed list – reach out to us if this is the case. 

Changing your email address

If you're a client

1. Visit headway.co, and log in
2. Navigate to the Home / Account tab 
3. In the Personal info box, click Edit
4. Enter the new email in the Email box 
5. Click Save
   
    

If you're a provider 

To update the email you use to log in: 

1. Visit the provider portal, and log in
2. Navigate to Settings, and select Login
3. Click Update login email
4. Enter the new email in the Email box and your password
5. Click Save
   
    

To update the email where you receive all Headway communications: 

1. Visit the provider portal, and log in
2. Navigate to Settings
3. Click on the Contact Info tab
4. Next to Contact email, in the Email box, enter the new email
5. Click Save
   
    

Changing your address

If you're a client

If you're being seen virtually (via telehealth), you'll need a location on file in your Headway account. We use this information to confirm your provider's license is eligible for each location. 

Please note: The "Home" address listed first under Locations for teleheatlh is the address on file with your insurance carrier. To make any changes, reach out directly to your insurance carrier. 

To add an address for telehealth:

1. Log into your Headway account 
2. Navigate to the Account tab
3. Scroll down to Additional locations for telehealth
4. Click Add new location
5. Enter your address in the pop up 
6. Click Save Address
   
    

To remove an address for telehealth:

1. Log into your Headway account 
2. Navigate to the Account tab
3. Scroll down to Additional locations for telehealth
4. Next to the address you'd like to remove, click Remove
   
    

If you're a provider

To update your office location in all systems (provider portal, CAQH, and NPI registry): 

1. Provider portal 
   • Visit Settings in the provider portal 
   • Click on the Telehealth and Offices tab
   • Scroll to Practice locations
   • Archive, edit, or add your new location
2. CAQH
   • Log into your CAQH account
   • In the Location Address section, add the updated address
3. NPI registry
   • You should also update the NPI Registry to ensure that your office location is on file in the instance insurances refer to this for claims processing.
      

If you’ve completed all the required fields, the Credentialing team will be alerted to the change via a daily report. They will then send an update to our payers on a monthly cadence, and you should expect to see the update reflected within 60 business days.

Leaving Headway

If you're a provider

Terminating your provider contract

If you are a provider and would like to terminate your contract with Headway, please complete this form and we'll be able to support you with this process.

Although the provider portal will still allow you to see clients after submitting the form, we do not recommend it. We process deactivations on a monthly basis, so there is a risk of not being able to confirm sessions, thus not getting paid, if it gets processed quickly and you no longer have access to Headway. It's best practice to finish seeing clients and confirm all outstanding sessions before submitting the form.

We are always looking to learn from our providers and see what ways we can improve our services for both you and your clients. Our team appreciates any and all feedback!

 

Taking clients off of Headway if you leave

Clients you bring to Headway are yours — should you choose to leave the platform, you are welcome to take them with you. Our expectation is that clients who find you on Headway in their search for care (aka “Headway sourced”) will continue to be seen on Headway.

We expect this as these clients have chosen to use our platform, and we want to respect this choice, ensure they receive in-network care, and provide them with a smooth experience. Essentially, we are asking that you do not build a caseload via Headway referrals and then migrate that caseload off platform to protect the client experience.

Note: On your Headway calendar, clients who found you through our search’s initial intake appointments will be blue. Clients you’ve added yourself will have green initial intake appointments.

What happens to your progress notes after leaving Headway

We'll always refer clients back to their provider for any records requests, so we strongly suggest that you download any notes stored on Headway before terminating your account.

 If you forgot to download notes before leaving Headway, you can feel free to reach out to us. Select I can't access my account, and use the email address that was previously associated with your Headway account. From there, our support team will help you out. 

If you're a client

Deactivating your client account

If you'd like to deactivate your Headway account, reach out to us directly. Once you submit this request, a member of our Customer Experience team will reach out with next steps. 

Removal of client information

In order to comply with the rules of the Health Insurance Portability and Accountability Act of 1996 (HIPAA), Headway is a “covered entity” required by law to also meet specific retention requirements. This does not allow us to delete patient information from our system for a set period of time.

For more information on how the Headway platform is compliant with HIPAA and how we ensure patient information is fully encrypted, please refer to our article on "HIPAA compliance and PHI" and our privacy policy.

Using Headway for families

Every client on Headway needs their own account with a unique email address. When adding a family member (like a spouse or child), the Headway account name and the name listed on the insurance should reflect the name of the client seeking care (with corresponding date of birth), even if the client is a minor.

If you're creating an account for a family member who doesn't have an email address, you can add a "+1, +2, etc." or "+name" to the end of your own email address. This will make the email address unique, and all emails will still route to the primary email address.

See below for some examples that you can mimic when creating Headway accounts for yourself and your child(ren).