<div class="content-intro">Headway’s mission is a big one - to build a new mental health care system everyone can access. We’ve built technology that helps people find great therapists with the first software-enabled national network of providers accepting insurance.&nbsp;
1 in 4 people in the US have a treatable mental health condition, but the majority of providers don’t accept insurance, making therapy too expensive for most people. Headway is building a new mental healthcare system that everyone can access by making it easy for therapists to take insurance and scale their practice.&nbsp;
Headway was founded in 2019 – since then, we’ve grown into a diverse, national network of over 25,000 mental healthcare providers across all 50 states who run their practice on our software. We’re a Series C company powering 500k+ appointments per month with over $225m in funding from a16z (Andreessen Horowitz), Accel, GV (formerly Google Ventures), Spark Capital, Thrive Capital, and Health Care Service Corporation.
We want your time here to be the most meaningful experience of your career.&nbsp;Join us, and help change mental healthcare for the better.</div>About The Role
As the Clinical Lead, Patient and Provider Experience, the person in this role will work to increase patient satisfaction, engagement and participation by consistently working cross functionally to improve patient and provider experiences. This person will support the incident/complaint reporting process, including assisting teams with investigation and root cause analysis, and reporting to the Quality and Compliance Review Committee. This individual will work closely with Customer Experience teams to lead, create, and update complaint workflows to ensure patients are receiving high quality and clinically appropriate care.
As the only tech-enabled behavioral health Managed Services Organization (MSO) built with entirely in-house software, Headway has an unprecedented opportunity in the clinical space. Today, we support more than 20k Clinicians and hundreds of thousands of patients. Building a best in class quality program will impact clinicians and patients nationwide.
You’ll be great for this role if:
<ul>
<li>You are a clinician – have 5 years of experience as a master’s level clinician (independently licensed preferred but not required) with experience both as a practicing provider as well as operating in a fast-paced, high growth business. Bonus points if you have experience managing high-volume complaints from patients or providers.</li>
<li>You are a team leader- you have 2+ years of experience growing and&nbsp; leading high performing teams&nbsp;</li>
<li>You are a creative thinker –&nbsp; with demonstrated passion for reimagining how behavioral health quality is defined, measured, and operationalized. This likely means you’ve worked in health plans, health systems, and / or value-based healthcare startups.</li>
<li>You are a collaborator – eager and adept at working in concert with product, operations, and sales teams to infuse clinical strategy across the org.</li>
<li>You are a problem solver - you have extensive experience managing patient or provider complaints or concerns. You have worked to build products or workflows that can increase efficiency and improve patient or provider experiences.</li>
</ul>
You Will:
<ul>
<li>Work with Customer Experience and Clinical Product teams build programs, products, and opportunities for increased patient engagement</li>
<li>Partner with the Customer Experience team to review and respond to concerns from providers and patients</li>
<li>Collaborate with the customer experience team to update and implement scalable resolutions&nbsp;</li>
<li>Improve escalation pathways by differentiating the types and severity of concerns&nbsp;</li>
<li>Train Customer Experience team on effective communication standards with providers and patients</li>
<li>Develop a playbook of procedures, protocols, benefits, services, systems, and any other necessary information to resolve patient and provider issues and inquiries&nbsp;</li>
<li>Track clinical documentation required to fully understand the concerns with both internal and external customers</li>
<li>Leverage data (via Headway tools such as Zendesk and Salesforce) to inform initiatives that will drive better outcomes for patients and providers</li>
<li>In collaboration with Headway’s clinical leaders, conduct frequent literature searches to ensure Headway is sharing the most current treatment recommendations and evidence</li>
</ul>
Compensation and Benefits:
<ul>
<li>Salary information is based on a single salary target per role and is differentiated based on geographic location (Group A, B, or C)</li>
<ul>
<li>Group A: $145,000</li>
<li>Group B: $130,500</li>
<li>Group C: $116,000</li>
<li>Examples of cities located in each Compensation Grouping:</li>
<ul>
<li>Group A = NYC/Tri-State Area, SF/Bay Area, LA Area, Seattle, Boston, Austin, and San Diego</li>
<li>Group B = Chicago, Miami, Denver, Washington DC, Philadelphia, Atlanta, Minneapolis, Nashville, Sacramento, Phoenix, and Portland</li>
<li>Group C = All remaining cities</li>
</ul>
</ul>
</ul>
<ul>
<li>Benefits offered include:</li>
<ul>
<li>Medical, Dental, and Vision coverage</li>
<li>HSA / FSA</li>
<li>401K</li>
<li>Work-from-Home Stipend</li>
<li>Therapy Reimbursement</li>
<li>13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st</li>
<li>Unlimited PTO</li>
<li>Employee Assistance Program (EAP)</li>
<li>Training and professional development</li>
</ul>
</ul><div class="content-conclusion">We believe a team's strength is in its people, and we cannot achieve this mission without a team that reflects the diversity of this problem - across race, ethnicity, gender, sexuality, age, national origin, religion, family status, disability, military status, and experience.
Headway is committed to the full inclusion of all qualified individuals. As part of this commitment, Headway will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or receive other benefits and privileges of employment, please contact <a href="mailto:talent@findheadway.com">talent@findheadway.com</a>
Headway employees work remotely across the US, with the option to work from offices in New York City and (coming soon!) San Francisco. Headway participates in E-Verify. To learn more, click&nbsp;<a class="c-link c-link--focus-visible" href="https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf" target="_blank" data-stringify-link="https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf" data-sk="tooltip_parent">here.</a> </div>

Headway’s mission is a big one - to build a new mental health care system
everyone can access. We’ve built technology that helps people find great
therapists with the first software-enabled national network of providers
accepting insurance.

1 in 4 people in the US have a treatable mental health condition, but the
majority of providers don’t accept insurance, making therapy too expensive for
most people. Headway is building a new mental healthcare system that everyone
can access by making it easy for therapists to take insurance and scale their
practice.

Headway was founded in 2019 – since then, we’ve grown into a diverse, national
network of over 25,000 mental healthcare providers across all 50 states who
run their practice on our software. We’re a Series C company powering 500k+
appointments per month with over $225m in funding from a16z (Andreessen
Horowitz), Accel, GV (formerly Google Ventures), Spark Capital, Thrive
Capital, and Health Care Service Corporation.

We want your time here to be the most meaningful experience of your career.
**Join us, and help change mental healthcare for the better.**

 **About The Role**

As the Clinical Lead, Patient and Provider Experience, the person in this role
will work to increase patient satisfaction, engagement and participation by
consistently working cross functionally to improve patient and provider
experiences. This person will support the incident/complaint reporting
process, including assisting teams with investigation and root cause analysis,
and reporting to the Quality and Compliance Review Committee. This individual
will work closely with Customer Experience teams to lead, create, and update
complaint workflows to ensure patients are receiving high quality and
clinically appropriate care.

As the only tech-enabled behavioral health Managed Services Organization (MSO)
built with entirely in-house software, Headway has an unprecedented
opportunity in the clinical space. Today, we support more than 20k Clinicians
and hundreds of thousands of patients. Building a best in class quality
program will impact clinicians and patients nationwide.

**You’ll be great for this role if:**

  * You are a **clinician** – have 5 years of experience as a master’s level clinician (independently licensed preferred but not required) with experience both as a practicing provider as well as operating in a fast-paced, high growth business. Bonus points if you have experience managing high-volume complaints from patients or providers.
  * You are a team **leader** \- you have 2+ years of experience growing and  leading high performing teams 
  * You are a **creative thinker** –  with demonstrated passion for reimagining how behavioral health quality is defined, measured, and operationalized. This likely means you’ve worked in health plans, health systems, and / or value-based healthcare startups.
  * You are a **collaborator** – eager and adept at working in concert with product, operations, and sales teams to infuse clinical strategy across the org.
  * You are a **problem solver -** you have extensive experience managing patient or provider complaints or concerns. You have worked to build products or workflows that can increase efficiency and improve patient or provider experiences.

**You Will:**

  * Work with Customer Experience and Clinical Product teams build programs, products, and opportunities for increased patient engagement
  * Partner with the Customer Experience team to review and respond to concerns from providers and patients
  * Collaborate with the customer experience team to update and implement scalable resolutions 
  * Improve escalation pathways by differentiating the types and severity of concerns 
  * Train Customer Experience team on effective communication standards with providers and patients
  * Develop a playbook of procedures, protocols, benefits, services, systems, and any other necessary information to resolve patient and provider issues and inquiries 
  * Track clinical documentation required to fully understand the concerns with both internal and external customers
  * Leverage data (via Headway tools such as Zendesk and Salesforce) to inform initiatives that will drive better outcomes for patients and providers
  * In collaboration with Headway’s clinical leaders, conduct frequent literature searches to ensure Headway is sharing the most current treatment recommendations and evidence

**Compensation and Benefits:**

  * Salary information is based on a single salary target per role and is differentiated based on geographic location (Group A, B, or C)
    * Group A: $145,000
    * Group B: $130,500
    * Group C: $116,000
    * Examples of cities located in each Compensation Grouping:
      * Group A = NYC/Tri-State Area, SF/Bay Area, LA Area, Seattle, Boston, Austin, and San Diego
      * Group B = Chicago, Miami, Denver, Washington DC, Philadelphia, Atlanta, Minneapolis, Nashville, Sacramento, Phoenix, and Portland
      * Group C = All remaining cities

  * Benefits offered include:
    * Medical, Dental, and Vision coverage
    * HSA / FSA
    * 401K
    * Work-from-Home Stipend
    * Therapy Reimbursement
    * 13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st
    * Unlimited PTO
    * Employee Assistance Program (EAP)
    * Training and professional development

We believe a team's strength is in its people, and we cannot achieve this
mission without a team that reflects the diversity of this problem - across
race, ethnicity, gender, sexuality, age, national origin, religion, family
status, disability, military status, and experience.

Headway is committed to the full inclusion of all qualified individuals. As
part of this commitment, Headway will ensure that persons with disabilities
are provided with reasonable accommodations. If reasonable accommodation is
needed to participate in the job application or interview process, to perform
essential job functions, and/or receive other benefits and privileges of
employment, please contact
[talent@findheadway.com](mailto:talent@findheadway.com)

Headway employees work remotely across the US, with the option to work from
offices in New York City and (coming soon!) San Francisco. Headway
participates in E-Verify. To learn more, click
[here.](https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf)  

