Session Details & Do-Overs
How long a provider has to self-edit their own confirmed session details.
What is 48 hours?
How long after a provider confirms a session is the client charged and emailed an invoice?
What is 24 hours?
Define an ERA recoup and an ERA refund in one breath each.
What is recoup = we charged too little, the client owes more; refund = we charged too much, we return money?
Of HSA, FSA, and HRA, this is the one the member never contributes to.
What is an HRA (employer-owned and employer-funded)?
The two provider payout dates every month.
What are the 15th and the last day of the month?
A provider wants to edit session details from three weeks ago. This is what that request becomes.
What is an escalation / channel break requiring an Operations Jira ticket?
The amount of the temporary hold placed on every newly added payment method.
What is $1?
The single most common reason a client's session cost suddenly changed — and a poor case for recoup removal.
What is a mid-year plan reset?
The two ways an HSA or FSA client can pay for sessions on Headway.
What are adding the spending-account debit card, or downloading invoices/superbills and submitting for reimbursement?
Sessions confirmed between the 1st and the 15th are paid on this date.
What is the last day of that month?
Before you cancel sessions in order to refile them, confirm this with the provider — because it can't be undone.
What is that all progress notes are signed? (Unsigned or draft notes can't be recovered once the session is cancelled.)
A charge declines for insufficient funds. This is the automatic retry pattern.
What is a retry every 48 hours, up to two retries, then terminal failure?
Before you compare benefits across sources, these three fields must match.
What are member ID, carrier, and plan year? (Then check CPT code, provider type, and location.)
The maximum number of session waivers you can add at one time for an HRA client.
What is 5? (You can always add more once they're used up.)
A provider's payout came in smaller than expected. This is the usual culprit.
What is a client refund being deducted?
The window for refiling sessions from insurance to private pay.
What is 14 days from today?
The client added money to the same card and is asking why they still haven't been charged.
What is our system doesn't detect the new funds — they need to re-add or change the payment method, or click "Pay Now" in Agora?
The claims dashboard matches exactly what we charged the client. This is our position.
What is we stand by the charge? (Macro: [Client] Cost Change Pushback – Correct Cost.)
Headway accepts Standard EAPs from only these three sponsors.
Who are Anthem, Cigna, and Optum?
Payout adjustments happen in this system — never in Stripe — and always at this level of granularity.
What is Atlas, and one appointment at a time (never a bulk payout)?
These clients can never use private pay on Headway — no exceptions.
Who are Medicare and Medicaid clients?
The one thing a CCA must have before running a manual charge.
What is explicit consent from the client?
An outstanding balance below this amount gets waived instead of charged.
What is 50 cents?
Always review this before adding an EAP to a client's account — because it's almost always more inclusive.
What are the client's standard / primary insurance mental health benefits?
A payout totaling this amount or more needs TL approval before you submit it.
What is $2,000?