Note: Identity verification for patients is currently rolling out to a limited group. If your clients haven't been asked to verify yet, they may be soon – especially if you are a prescriber on Headway. We'll notify you and your clients as this expands.
Identity verification (IDV) is a step Headway uses to confirm that patients are who they say they are before receiving care. Your clients will be asked to take a photo of a government-issued photo ID and take a brief facial scan all within their Headway account. The process typically takes 2 - 3 minutes.
Who needs to complete identity verification
To start, identity verification applies to clients seeing prescribers, and will eventually roll out to all providers as well.
Your client’s timely completion of identity verification can affect your ability to schedule, confirm, and conduct sessions with them.
You can share the Verifying your identity as a Headway client Help Center article directly with clients who have questions about the process.
Why we do this
Identity verification (IDV) confirms that the person booking, receiving care, or prescribing is who they say they are. In-person healthcare has long required patients to show ID and insurance documentation before receiving care. Telehealth has not historically had an equivalent step. As telehealth processes evolve that gap is one that regulators, providers, and platform operators are actively working to close.
Headway is implementing IDV to:
- Confirm identities of patients and providers on the platform
- Reduce the potential risk of insurance fraud and misuse of care – risks that regulators have identified as priorities
- Keep billing, claims, and medical records accurately tied to the right person
How it works
New clients booking with you
- After booking, clients are prompted to complete identity verification.
Existing clients who are now required to verify
- Clients will receive an email notification that IDV is now required.
- A task and banner will appear in their Headway portal.
- You can send them a reminder directly via Messages.
Clients who have completed IDV before
Some clients may be asked to verify again, even if they've done it previously, for a number of reasons, including things like updated regulatory expectations, an ID passing its expiration date, etc.. If a client reaches out confused about being asked to re-verify, let them know that this is expected.
If you have scheduled a session with a client for whom identity verification is required, you will see any pending identity verification status for them on your client list. The patient’s verification is required in order for you to confirm the session after it happens, so we recommend guiding them through the process during the session if needed.
What you can do in the provider portal
- Check verification status: You can view each client's identity verification status on the Clients tab in your provider portal.
- Automated reminders: Clients will automatically receive email reminders to complete identity verification — no action needed from you.
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Complete verification during a session: If you scheduled the session with the client and they haven't yet verified their identity, you can walk them through the identity verification process during the session. The session will not be canceled, so you won't be blocked from confirming the session.
Errors clients may encounter and troubleshooting
If a client runs into an issue during verification, the best first step is to point them to the Verifying your identity as a Headway client Help Center article. There, they’ll find a full list of error messages, what they mean, and what to do. Clients have up to 5 attempts to correct and resubmit their identity verification before they'll need to contact Headway support.
Talking to your clients about verifying their identity
We understand this may be new to you and your clients. Below is some guidance on how to navigate conversations with your clients, and frame it clearly and reassuringly.
You can also always point clients directly to the Verifying your identity as a Headway client Help Center article for more information. Here are some helpful talking points to share:
Say: "Identity verification has always been standard in in-person healthcare — you show your ID at the front desk. Telehealth is catching up. Headway is doing this before a regulatory deadline forces it, and to protect you from identity misuse."
Say: "All you need is a valid government-issued photo ID — like a driver's license or passport — and a device with a camera. You'll take a picture of your ID, a quick selfie, and confirm a few details. Most people finish in 2–3 minutes."
Supported IDs: U.S. driver's license, U.S. passport/passport card, permanent resident card, tribal ID, foreign passport, Canadian provincial license, and USCIS employment authorization card.
Say: "You'll get a notification from Headway with a link. When you log in, you'll see a prompt to start identity verification. Just follow the steps — upload your ID, take a selfie, confirm your info — and you're done. If you'd like, we can walk through it together right now."
Walking patients through IDV during a session is the highest-trust approach and is encouraged, especially for existing patients. Providers can also send reminder nudges from their portal.
Say: "Yes — identity verification doesn't transfer between healthcare platforms. You'll need to complete it on Headway, but it's quick and only takes a couple of minutes."
Say: "Your privacy is taken very seriously. The verification runs through a HIPAA-compliant partner — the same kind of platform trusted by other healthcare companies. Your biometric scan is only kept long enough to complete and document the identity check, then deleted. Headway stores only limited details in an encrypted record that tracks anyone who accesses it to ensure it is only accessed as needed. Your data is never used for marketing."
Say: "Yes. Identity verification is run through a vetted and trusted HIPAA-compliant platform."
Say: "Access is strictly limited. Only specific authorized people at Headway can access identity records, and every access is logged. Information is shared only when necessary — with payers and regulators for claims and audits, and with our HIPAA-compliant verification partner. It is never used for marketing or non-healthcare purposes."
For clients you schedule, say: “I may be unable to issue prescriptions for you until you verify your identity. That's why I encourage you to take care of it now — it only takes a couple of minutes and prevents any disruption to your care. If needed, we can go over the process during our session."
Note: Prescribing and Session Confirmation may be blocked until patients verify their identity.
For clients who schedule themselves, say: "If identity verification isn't completed before my cancellation window, the appointment may be automatically cancelled. That's why I encourage you to take care of it now — it only takes a couple of minutes and prevents any disruption to your care."
Say: "I understand the hesitation. This works the same way as showing your ID when you check in at a doctor's office — it's just the digital version. Headway uses a HIPAA-compliant process, and most information is deleted after the check is complete. The only thing stored is basic information required to maintain your identity record. This process protects you by making sure no one else can use your identity to access care or medication in your name."
Say: "I totally understand the caution — that's actually a smart instinct. This is a legitimate request from Headway. You can verify by logging into your Headway account directly at headway.co, where you'll see the prompt to complete identity verification. You don't need to click any link in the email if you're unsure — just go straight to your portal."
Say: "If you're having trouble with the process, Headway's support team can help. You can retry the verification, and if there are persistent issues, you can contact Headway support for a manual review."
Say: “Headway requires identity verification for all patients, including minors. Since minors may not have their own government ID, a parent or legal guardian can complete the process on their behalf. The process can be completed by clicking the identity verification link after logging in to the minor’s account. Verification itself takes about 5 minutes; however, legal guardians may need more time to submit a document that attests to their guardianship status."
Still need help? For client-facing issues, direct your clients to the Verifying your identity as a Headway client Help Center article. Alternatively, contact Headway support with a description of the issue you or your client is facing.