Headway Terminology
What does SBWH stand for and mean?
This Headway cultural principle is an acronym for Strong Belief Weakly Held. I'm pretty sure, but could be wrong.
This tool serves as our single source of truth for SOPs and process documentation.
Confluence
Instead of saying, “You need to,” we use this phrasing to keep messages collaborative and empowering.
“You can” or “Let’s” language
What is Atlas?
An internal, Headway, created platform used by our teams to assist with back-end account details — both providers & client & group practice accounts.
What are the 2 things CCA's can use to post in a Zendesk Ticket thread?
Public reply & Internal Note
What is a Prescriber?
Nurse Practitioners and Medical Doctors are examples of these providers who can administer medication management.
When you’re reaching out for help on a ticket in Slack, you should always include these two pieces of information for context.
The Zendesk ticket link and a brief summary of the issue
When delivering less-than-ideal news (like a denial or delay), you should always include this element to maintain empathy and reassurance.
A clear next step or solution-oriented statement.
Where can we find the clients benefit details on their Atlas Account?
Insurance Tab
How can you tell if a requester is a Client, Provider, or Admin?
Provider & User pages linked on the right-hand side of the ticket.
What is CPT code and what does it stand for?
This common acronym stands for Current Procedural Terminology. Codes providers use to determine the type of session & length with a client when they confirm the session.
If a message includes PHI or sensitive information, you should delete it and re-share only through this secure method.
SendSafely
Agents who document ticket actions clearly and follow SOPs display this pair of PACT values most strongly.
Accountability and Trust
Where can we find the list of carriers a provider is credentialed with on Headway?
Carriers Tab
What dashboard do CCA's use to see all the tickets in their personal inbox?
😎 Your unsolved tickets
What is the flat fee a client will pay for every session that will almost never involve a deductible.
Copayment (Copay)
When investigating a missing payment or duplicate charge, this Stripe section shows the transaction timeline and details.
Payment Details page (or Transactions tab)
You notice a teammate struggling to find an SOP link in Confluence. You send it to them with a quick tip. Which PACT value are you showing?
Partnership
What tab can we take notes on a client's Atlas Account?
General Tab
What is a side conversation and when do we typically use them?
Side conversations, similar to internal notes, are a conversation with an internal team member that a requester cannot see. Typically only used for IA calls.
What is the Out of Pocket Max (OOP)?
The amount a patient will ever pay for services in a plan year for covered services, which is higher than a deductible.
Stripe data should be used for verification, but agents must always document their findings here before closing a ticket.
Zendesk (internal notes)
You’re escalating a complex billing issue. You include internal notes, client history, and links for context. Which value are you demonstrating?
Communication
Where can we find the clients processed appointment details that we receive from the carrier?
Claims tab
What are the ticket statues (4 of them) and when do you use them?
Open: When a CCA needs to take action / respond.
Pending: When a CCA needs information / details from the requester.
On hold: When a CCA needs information from an internal, XFN team member.
Solved: the request has been fully resolved and no further action needs to be taken by the CCA or requester.