Introduction
This article explains how to process insurance billing through Headway for Ruh Care clients. It outlines where to find billing requests, how to submit sessions accurately on Headway, how to update records on the Ruh Platform, and how to handle special cases such as late cancellations, failed payments, and incorrect client charges.
Following this process carefully ensures timely claim submission, accurate records, and a smooth experience for both clients and therapists.
Overview of the Insurance Billing Workflow
The insurance billing process involves:
Reviewing billing requests in Intercom
Submitting sessions on Headway
Updating billing status in Intercom
Adjusting invoices on the Ruh Platform
Each step must be completed to ensure the session is correctly billed and documented.
Step 1: Identify Sessions to Be Billed in Intercom
Open Intercom.
Go to 5. Insurance Billing View.
Locate billing emails that need to be billed on Headway.
Open the Intercom thread and check the Date and Time of the session.
From the three-dot menu:
Select Manage Participants.
Add the client’s email address.
Remove the Ruh Care email address.
Review the “For admin use only” note in the Intercom thread.
This note contains all session details required for billing.
Step 2: Verify Session Details on the Ruh Platform
Log in to the Ruh Platform.
Search for the client’s email address.
Open the relevant appointment:
Go to Overview → Appointments → Past.
Select the appointment that needs to be billed.
Under Billing, confirm the appointment duration (in minutes).
Step 3: Submit the Session on Headway
Log in to Headway.
From the left-side menu, select the therapist the client is covered with.
Under the therapist’s profile, open the Calendar.
Confirm the calendar timezone is EST.
If not, convert the client’s session timing accordingly.
Navigate to the date and time when the session occurred.
Under Session → Client, select the appropriate client.
Confirm the following using the Intercom thread:
Date
Start time
End time
Duration
Complete the session details:
Location: Virtual (my own telehealth link)
Your client will join from: Select the address of the state where the therapist is licensed
Recurrence: Does not repeat
Under CPT Codes, select the correct code based on session duration
(This is also listed in the Intercom admin note).For the Diagnosis Code:
Check the Intercom thread or
Client profile → Action → Diagnosis
Under Session Location, select Virtual (Telehealth).
Under Type of telehealth session, choose:
Audiovisual for video sessions, or
The appropriate option based on session type.
Under Where did you join the telehealth session from?, select the client’s state.
Check the Attestation box.
Click Next → Confirm without note → Next.
Check the Attestation again.
Select Sign note & Confirm Session.
Step 4: Update Intercom After Submitting the Claim
Return to Intercom.
Enter the session details in the Headway Session Processed form.
Submit the form.
Update the Insurance Billing Attribute to Billed.
Close the Intercom thread.
Step 5: Adjust the Invoice on the Ruh Platform
Go to the Ruh Platform.
Open Client Profile → Billing → Invoices.
Locate the invoice for the billed session.
From the three-dot menu, select Edit invoice.
Under Write-off Reason, select Other.
Write off the entire amount.
Add notes: “Billed on Headway.”
Save the invoice.
Return to the Invoices tab.
From the three-dot menu, select Charge invoice.
Set the amount to $0.
Charge the client.
✅ Billing process complete.
Late Cancellation Billing Process
If an appointment is marked as Late Cancellation, follow the steps below.
Creating and Charging the Invoice
Open the client’s profile.
Go to the Invoices tab.
Select Create New Invoice.
Choose Appointment from the invoice type dropdown.
Confirm the correct therapist is selected.
Under Invoice Details, select the appointment marked as Late Cancellation.
Save the invoice.
From the three-dot menu, charge the full amount.
Handling Failed Payments
If the payment fails:
Look for a “Scheduled payment failed” email in Intercom.
Email the client using the appropriate Failed Payment macro.
If no failed payment email exists:
Create a new Intercom conversation.
Send the appropriate Failed Payment macro.
Client Questions About Late Cancellation Charges
If a client is confused or asks about late cancellation fees, send the macro:
US Client Requests Late Cancellations Clarification.
Clients Incorrectly Charged Despite Being Headway Clients
This may occur if the new client email did not come through on Intercom or onboarding steps were missed.
Refund Process
Inform the client that they will receive a full refund.
Go to Platform Account → Billing → Payments.
From the three-dot menu, select Refund → Refund Full Amount.
Adding the Session to Headway
If the appointment date is within 30 days:
Add the session to Headway following the standard billing process.
If the appointment date is over 30 days:
Refund the client.
Record the session as a write-off in the Programs Sheet:
Create a new entry: Client Name + Headway Write-Off
Program: Ruh USD (Internal Write-offs – Not Through Financial Assistance)
Session charge: Enter the appropriate amount
Amount the client is willing to pay: 0
Number of sessions approved: 1
Status: Inactive