Introduction
This article explains how to process a client’s insurance information when they share it through Intercom or Dialpad. Following these steps ensures we verify coverage accurately, share the correct pricing details, and guide the client toward the best next option (in-network, out-of-network, or self-pay).
Notes and Best Practices
Always verify the therapist selected in Headway matches the client’s current match or preference.
If using insurance card uploads, confirm all details are accurate before continuing.
If a client is not in-network, always check alternate therapists with the same state license before concluding coverage is unavailable.
Step 1: Review the Client’s Insurance Details
Open the client’s insurance information in Intercom or Dialpad.
Confirm you have the basics needed to proceed:
Full name
Phone number
Email address
Date of birth
Insurance provider details
Insurance card images (if available)
Step 2: Check if the Client Already Exists
Search for an existing client profile using the same identifying details.
If the client already exists:
Confirm the information is correct
Update any missing or outdated details as needed
Step 3: Verify Insurance Coverage in Headway
To check whether the client is in-network with the therapist they were matched with (or requested):
Open the Admin Portal
Log in to Headway.
In the top-left corner, open Admin Portal.
Select the therapist:
Choose the therapist the client was matched with, or
Select the therapist the client prefers (if they requested someone specific)
Add the Client in Headway
In the left menu, go to: Clients → Add clients → Add client
Copy and enter the client’s:
Name
Phone number
Email address
Under How did this client find you/your practice?:
Select My Own Website or Other
Type Ruh Care
Select Continue
Under Billing type, choose: Insurance
Add Insurance Information
You can add insurance in one of two ways:
Uploading Insurance Card Image/Picture
Upload the insurance cards (front and back) if available.
Always double-check that the uploaded details match the client’s information.
Enter Insurance Information Manually
Select Enter manually.
Select No for Medicaid/Medicare coverage.
Enter the client’s insurance details.
Select Continue.
Step 4: Skip Forms and Assessments
When prompted, skip sending all forms and assessments to the client.
Step 5: Confirm Coverage and Pricing
Open the client’s profile in Headway.
Go to: Billing
Scroll down to Pricing.
Check whether the client is covered:
If covered, you will see copay and CPT code details
Pricing may vary by code
How to Respond Based on the Result
If the Client Is In-Network (Covered)
✅ Send the client the macro: Headway - In Network Therapist (via Intercom)
If Pricing and Deductible Details Are Missing
If you don’t see a clear pricing breakdown and deductible information, the client is likely not in-network with that therapist.
Check Other Therapists in the Same State
Add the client under another therapist who has the same state license.
Re-check pricing under that therapist’s profile.
Example: If the client is not in-network with Shadiah, add them under Dina and check again.
If the Client Is Not In-Network With the Matched Therapist
Check Mentaya for out-of-network (OON) benefits.
Send the macro: US Insurance (OON & INN) information (via Intercom)
Include the therapist’s self-pay cost in your message.
If the Client Is In-Network With Another Therapist
✅ Send the macro: US Insurance (OON & INN) information (via Intercom)
If the Client Is Not Covered With Any Therapist
✅ Send the macro: Headway - US Insurance not accepted - Self Pay/FA (via Intercom)
If the Client Has Medicaid or Medicare
✅ Send the macro: 💰 US Medicaid/Medicare insurance redirect to FA