Account Access
Where do you check if a password reset was delivered?
Atlas → Email History
True or False: Providers can import any type of calendar into their Headway calendar?
False
(Simple Practice, Google, Outlook)
Why can’t we help with claims if a client isn’t logged in?
No way of verifying we are speaking to the correct person
Who adds a group admin?
The group practice can or they can reach out to the CC team
Which tab updates legal name & state residence?
Billing
Providers can change their working hours in this tab under settings
Calendar
If a deactivation is requested on the 15th of the month, when will the deactivation process start?
1st business day of following month
This is required when providers create their account for extra safety purposes
2FA requirements
PGA's handle which part of the process?
The provider onboarding process (first 90 days)
Why might a provider vanish from the marketplace?
Settings in Referrals, availability, booking window
New client's can view a provider's availability on headway.co only if these things are true
The provider has availability within the next two weeks and is accepting new clients
What is the provider deactivation timeline?
45 days or (30-60 days)
When requesting client information to bulk load a client roster, what should we include?
Sendsafely link
What is the CS teams role/ responsibility?
Relationship management, integration, metrics with use of the product, education
Provider requests troubleshooting assistance for Headway Academy login which macro would you use?
[Provider] Headway Academy, troubleshooting login
What is the Confluence article you reference for questions about calendar issues
Calendar & Profile Settings or
Managing & Scheduling Appointments
Deactivated provider reached out post offboarding requesting pay out for held sessions. What needs to be determined in order to payout the provider?
We would need to check if the provider confirmed the sessions and if any payments were missed. In this case we would need to loop in our cross functional team (ENG/TSE) via a jira request
Provider requests access to their account post deactivation. Is this possible?
No- due to being fully off boarded the old account is removed and CCAs do not have access nor does the provider
Leaving a group practice to start a solo practice, who handles?
PGA
A client want's their account closed and information deleted. What is the process or macro used to handle this? Assuming there are no pending transactions or claims.
[Client] Account deactivation request, removal of client information follow up
This macro will let them know that due to HIPAA guide lines we have to keep some information on file. We can deactivate their account not fully delete just yet.
If needing to import a list of clients where can a provider navigate to?
Sigmund>Clients>Add Clients>Import Client List
or Sigmund to Import tab
Name the section I would navigate to within confluence to answer how to add an admin to a group practice
Adding An Admin
A provider reached out asking us to proactively contact the client and help them with any issues (email is not verified). What is the next step?
Compliance/ HIPAA issue: we can’t create a proactive email to clients if their email is not verified.
If their phone number is listed, we can make an outbound call.
It is a provider's responsibility to keep up with the product and ask questions if they are unclear on anything. Where can they find additional Headway information like events being held?
Headway Academy