Acronym 101
DOS
Date of service
TPA
Third-party Administrator
Headway’s client-facing website
Agora
The health care items or services are covered under a health insurance plan.
Benefits / Coverage
This appear on a yellow background (like a sticky note), and are meant for internal communication.
Internal Note
TIN
Tax Identification Number
CCA
Customer Care Associate
When a provider has been loaded into a carrier’s roster and we can begin submitting claims
Date Payer System Ready (DPSR)
This is a bill that healthcare providers (like Headway) submit to a patient’s insurance provider.
Claims
This is the type of ticket for which we will be the ones reaching out to the client or provider.”
Proactive Ticket
EAP
Employee Assistance Program
SLA
Service Level Agreement
Assuming the log-in for a patient or provider to see their respective account
Spoofing
The share of costs covered by insurance that patients will pay out of pocket is considered as what?
Cost-share / Patient's Responsibility
Zendesk tickets are organized into views – groups of tickets based on certain criteria.
View Tab / Inbox
SBWH
Strong Belief Weakly Held
PGA
Provider Growth Associate
Our payment processor that we use to pay providers and charge patients.
Stripe
The process of applying to be accepted onto an insurance carrier’s panel
Credentialing
This is used to track your performance and productivity on a daily basis
Playvox
NYMBHS
New York Medical Behavioral Health Services
EHR
Electronic Health Record
The paperwork providers fill out to begin the Headway process, followed by credentialing.
Intake / Intake Form
This plan covers two or more people; these sometimes have family deductibles and family out-of-pocket limits. They may have separate individual deductibles and individual out-of-pocket limits, but they won’t always.
Family Plan
The agent home dashboard displays information about tickets assigned to you and your groups, including open tickets and ticket satisfaction statistics.
Agent Home Dashboard / Home Tab