Using your Employee Assistance Program (EAP) benefits on Headway

Updated

An Employee Assistance Program (EAP) is a confidential workplace benefit that provides short-term mental health support to you and your family members at no cost.

 

How EAPs work

  • No cost sessions: No copays, deductibles, or out-of-pocket costs
  • Limited sessions: Typically 3-12 sessions per issue per year
  • Brief, focused therapy: Designed to address specific concerns quickly
  • Confidential: Your employer cannot access your treatment information

EAPs are different from behavioral health insurance benefits because they're intended for short-term, solution-focused care. If you need longer-term treatment, you can transition to your regular insurance benefits.

 

How to check if you have EAP benefits

  • Review your employee benefits package or contact your HR department
  • Look for these common EAP providers:
    • Optum / United Healthcare EAP
    • Cigna EAP (including "Confide Enhanced")
    • Anthem EAP (select employers only–Bank of America, Commonwealth of Virginia (COVA), The Local Choice, or Line of Duty Act (LODA))
    • Other providers (Modern Health, Resources for Living, ComsPsych, etc.)
  • Check if Headway accepts your EAP: We currently accept Optum, Cigna, and select Anthem EAPs only

 

EAPs accepted on Headway

EAP carrier Coverage Session limit
Optum/United Healthcare EAP Nationwide Varies by employer (typically 3-10 sessions)
Cigna EAP Nationwide Varies by employer (typically 3-8 sessions)
Anthem EAP

Select employers only:

Bank of America, Commonwealth of Virginia (COVA), The Local Choice, or Line of Duty Act (LODA)

 Varies by employer (typically 4-12 sessions)

If your EAP is through a different carrier (Modern Health, Resources for Living, ComPsych, etc.), we cannot currently accept those benefits.

 

Provider restrictions by EAP carrier

Different EAP carriers have restrictions on which types of providers you can see:

 

Optum EAP

  • Can see: Master's level therapists (LCSW, LPC, LMHC)
  • Cannot see: Psychiatrists, Nurse Practitioners, Doctoral Psychologists

Cigna EAP

  • Can see: Master's level therapists + Doctoral Psychologists
  • Cannot see: Psychiatrists, Nurse Practitioners

Anthem EAP

  • Can see: Master's level therapists + Clinical Psychologists
  • Cannot see: Psychiatrists, Nurse Practitioners

 

How to use EAP benefits on Headway

For Optum and Cigna EAPs

 

Step 1: Gather your information 

You'll need a letter from your insurance company or screenshot from your insurance portal showing:

  • Authorization number
  • Effective date and expiration date
  • Number of valid sessions
  • EAP sponsor (employer) name
  • Member ID (if different from primary)
     

Step 2: Submit your EAP information

  • Visit your Benefits page
  • Scroll to the section that says "Do you have EAP benefits" and click Add EAP benefits 
  • Follow the prompts to add your EAP information
  • Attach your authorization letter or screenshot of the portal
     

Step 3: Find a provider

  • Search for providers who accept your EAP carrier (Optum or Cigna, depending on your EAP)
  • Book your appointment 

As a reminder, even though you won't be charged for sessions covered by your EAP, we require a payment method on file in the event of a late cancellation, which is not covered by insurance. 

 

For Anthem EAPs

Step 1: Obtain your Member Reference Number (MRN)

  • Visit the Anthem EAP website
  • After entering your employer’s name on the Anthem EAP website, you can request your MRN number in one of two ways:
    • Call your employer’s Anthem EAP support line (found at the top of the page in the blue banner)
    • Create an online account to obtain your MRN online

Note: Headway currently accepts select employers only–Bank of America, Commonwealth of Virginia (COVA), The Local Choice, or Line of Duty Act (LODA). 

 

Step 2: Access Headway through the Anthem EAP website 

  • Click Find a Counselor
  • Under Find an in-network counselor with Headway, click Visit Link 

Step 3: Find a provider

  • Enter your zip code and preferences
  • Select a provider from the EAP network
  • Create account and enter your MRN
  • Book your first appointment

Before your first appointment, consider completing the pre-appointment questionnaire (5 minutes); this helps your provider better prepare for your session.
 

Troubleshooting

If your Anthem EAP status is pending or requires manual verification, it's usually due to a mismatch between the information entered on Headway and the information on file with Anthem.

Please follow these steps to resolve the issue:

  • Check your Headway details Ensure the following fields on Headway match exactly what appears on your EAP record:

    • First and Last Name (check for hyphens, middle initials, or spelling variations)

    • Date of Birth

    • MRN (Member ID)

  • Re-enter your information If you find a typo, correct the information in your settings. Once the data matches the EAP record exactly, the system should verify you automatically.

  • Contact Anthem If your information looks correct on Headway but verification is still failing, please contact Anthem directly to confirm:

    • Your name and Date of Birth are listed correctly in their internal system.

    • The MRN you are using matches their records exactly.

 

Payment requirements

  • EAP sessions are free, but we require a payment method on file for potential late cancellation fees (not covered by EAP)
  • After EAP sessions end, your regular insurance benefits and associated costs will apply

 

Session sharing

  • Each person needs their own authorization - you cannot share EAP sessions between family members
  • Household members need separate Headway accounts and their own MRN/authorization numbers

 

Continuing care after EAP sessions end

Before your final session, it’s important to discuss transition options with your provider. Below, you

Cigna/Optum EAP

If your primary insurance is the same as your EAP (e.g., Optum EAP + Optum primary insurance):

  • Your benefits transition automatically
  • You'll start paying your regular copay/deductible

If your primary insurance is different from your EAP (e.g. Optum EAP and Aetna primary insurance):

 

Anthem EAP

After your second to last Anthem EAP session, you'll receive automatic guidance for transitioning to insurance.

If you don’t have primary insurance (EAP only)

  • You can discuss continuing care with your provider via private pay
  • You may be eligible to get new EAP authorization from your employer

 

Switching Providers

If your initial provider match isn't the right fit, you can easily switch to another eligible provider within your EAP network and continue using your remaining sessions. Finding the right therapeutic fit is important for your care.

Please note: If you have a Cigna EAP, you’ll need to obtain a new authorization code to use with the new provider you select.

 

Frequently Asked Questions (FAQs)

Can I use both EAP and regular insurance benefits?

Not simultaneously. You use your EAP sessions first, then transition to regular insurance if needed.

How do I know if my employer offers EAP benefits?
You can (1) Check your employee benefits package or handbook; (2) contact your HR department; (3) Look for EAP information on your company intranet; or (4) check if you've received EAP materials during open enrollment.
How do I find out which EAP carrier I have?
Check your benefits documentation for the EAP provider name, or contact your HR team - they can tell you which company manages your EAP and how to request your authorization/reference number and letter.
Do I need to pay anything for EAP sessions?

EAP sessions are completely free. However, we may require a payment method on file for potential late cancellation fees (which aren't covered by EAP benefits).

Which providers can I see through my EAP?

This varies by your EAP carrier: 

  • Anthem EAP: Master's level therapists + clinical psychologists
  • Optum EAP: Only master's level therapists (LCSW, LPC, LMHC)
  • Cigna EAP: Master's level therapists + doctoral psychologists
  • None of the EAPs cover: Psychiatrists, nurse practitioners, or medication management services.
How do I contact my therapist between sessions?

You can message your therapist directly through the Messages page in your Headway account once you've created your account.

Can I switch providers if the first one isn't a good fit?
While we do our best to match you with a provider who aligns with your needs and preferences from the start, we understand that finding the right fit is sometimes an iterative process. If your initial match isn’t the right one, you can easily switch to another provider who accepts your EAP benefits and continue utilizing your remaining sessions.

Please note: If you have a Cigna EAP, you’ll need to obtain a new authorization code to use with the new provider you select.
Can I continue seeing my provider after the initial set of free EAP sessions?
Yes, you can either (1) transition to insurance benefits, if your provider accepts your primary insurance; or (2) Connect with your EAP carrier or employer for information on requesting additional EAP sessions.
Can I use EAP for my family members?
Yes, but each family member needs their own separate authorization number and their own Headway account.
Will my employer know I'm using EAP benefits?
No. All EAP services are completely confidential. Your employer only receives aggregate, non-identifying usage data.
Is my EAP information protected?
Yes. All EAP services are covered by HIPAA and other privacy laws. Your personal health information cannot be shared without your consent, except in rare safety situations.
What services are NOT covered by EAP?
  • Court-ordered treatment
  • Psychological testing
  • Medication management/psychiatry
  • Group therapy
  • Intensive outpatient or inpatient services
  • Legal evaluations

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