Headway

Work with your Headway group practice from Hero

If your clinicians see clients through Headway, Hero can connect to your Headway group practice: bring in clients, insurance, sessions and payouts, send signed visits to Headway for billing, and match each payout to the visit it paid. Headway still bills the insurance; Hero keeps the chart, the note and the calendar.

1. Turn the feature on. A practice administrator opens Admin → Additional Features, finds Headway, switches it on and presses Save Changes. It is off for every practice until you turn it on.
2. Connect. Open Admin → External Providers → Headway (in the billing group) and connect your Headway group practice (Connect to Headway).
3. Choose what syncs, match providers, then sync. Start with the read-only imports, check the results on the dashboard, and only then turn on session billing (What to sync).

Connect to Headway

Hero signs in to your Headway group practice as an admin, to read and send only what you turn on. The recommended way is to add Hero’s Headway user to your Headway team, so you never share a password with Hero. Every practice has its own Hero address for this, shown on the card with a Copy button.

Add Hero’s Headway user (recommended)

1. In Headway, open Manage team › Add admin › New admin.
2. Enter first name Hero, last name EMR, and the email address shown on the card. Headway asks for the email twice.
3. Click Add admin in Headway.
4. Back in Hero, click I’ve added Hero in Headway. Hero accepts the Headway invitation and connects your practice, usually within one business day.

Or use your own Headway login

1. Open Use your own Headway login instead and enter the Headway email and Headway password of an admin of your Headway group practice. The password is encrypted and never shown again.
2. Click Connect to Headway. Signing in can take up to 30 seconds.
3. Enter the code if Headway asks. Headway needs a verification code says where Headway sent it (text, email, call, authenticator app or the Headway app) and when it expires. Enter it under Verification code and click Verify; Start over signs in again. Hero asks Headway to remember the sign-in for 30 days, so you rarely need a code.

Once connected, the card shows Group practice, Headway login, Connected, Last checked, Last synced and Next sync, with Sync now, Use a different login and Disconnect. Disconnecting through Hero’s user also asks you to remove Hero EMR from your team in Headway (Manage team).

Choose what Hero brings in and what it sends back

Under What to sync, each kind of data has its own direction: Off, Import (Headway → Hero), Export (Hero → Headway) or Both. Nothing writes to Headway unless you turn it on here. Changes wait in a bar at the bottom until you press Save changes (Discard drops them); Hero uses them from the next sync.

Match providers and set the sync schedule

Providers

After the first sync, Providers lists each Headway provider with the Hero clinician whose calendar and visits are theirs. Hero matches by email first, then by name: the Match column reads Matched by email, Matched by name or Set by your practice. Pick a different clinician, or Not matched, and save. A Headway provider who isn’t matched has their sessions and billing skipped.

Schedule

• Sync with Headway: Every 15 min (the default), Every 30 min or Every hour.
• Last sync shows how it ran (Scheduled, Sync now or First sync), when it started and finished, and how many items each kind brought.
• Sync now on the connection card runs a sync straight away: Sync started. New items appear here in a few minutes.
• If the card says Scheduled syncing isn’t switched on for Hero yet, Headway syncs only when someone presses Sync now; your schedule applies as soon as it is.

Follow every Headway visit from signed to paid

Click Headway on the toolbar to open the dashboard. The header shows your group practice, the connection status and when it last synced, with a sync button. Dates are your practice’s calendar dates; the range picker starts on This pay period, with Last 30 days, Last 90 days and Custom.

• Alerts at the top point to what needs doing: Reconnect Headway, Review visits, Review clients or Review payments.
• Tiles: To send, Sent, Confirmed, Paid, Next payout, Held / denied and Unmatched (payments not tied to a visit).
• From signed visit to payout: Signed in Hero → Ready to send → Sent → Confirmed (billed by Headway) → Paid. Choose a step to see its visits.
• Charts: Sessions by week and By provider (sessions, confirmed, to send and paid per Headway provider).

Review a signed visit and send it to Headway

With Session billing on and Pend signed visits automatically on, every visit signed for a Headway client lands in To send as soon as it is signed. Visits signed before you turned this on are never added on their own; add one with Send a signed visit… (paste the visit’s ID, or its address from the browser while the visit is open, then Add to queue).

1. Pick a filter. To send, Needs info, Approved, Sent, Confirmed, Failed, Skipped or All. Each row shows the visit, client, provider, codes, status, what it needs and when it changed.
2. Open a visit. The panel shows Headway’s check (whether Headway will accept it, and why not), What Hero will send, Needs your input, Attachments (the Signed visit note and any documents to tick) and History.
3. Fill in what is missing. Each item says whether Headway asked for this or Hero needs this: for example the CPT or diagnosis codes, the session start and end time, where the session happened, and for a video visit the telehealth type, the state the provider was in, where the client was, and the attestation that the client was in a safe, private and known location. A visit with a controlled substance can also ask Was the PDMP reviewed?
4. Click Approve & send. Approving confirms the session with Headway, which bills the client’s insurance. Hero sends it within a few minutes; the status moves through Approved · sending soon and Sent to Confirmed by Headway.

• Skip… asks Why skip this visit? and then Skip this visit. Skipping hands the visit back to billing in Hero; if someone will confirm it in Headway directly, mark the visit No charge in Hero so it isn’t billed twice.
• Failed visits show Headway’s error; fix it and press Retry.
• Medicare and Medicaid clients can’t be sent: Headway requires the clinician to confirm those sessions with a Headway note template, so confirm them in Headway.
• Without the send permission you can review a visit but not send it: Sending visits to Headway needs the “Send signed visits to Headway” permission.

What changes in Hero for Headway visits

Headway is in charge of its own calendar, reminders and billing, so Hero steps back for the visits Headway handles:

• No patient messages from Hero. Visits booked from Headway get no Hero reminders, booking messages or Hero video links: Headway reminds the client itself. Hero’s booking rules (working hours, buffers, daily limits) don’t apply to them.
• No Hero charges. Hero takes no deposit, visit-type charge, copay, or cancellation or no-show fee for a Headway-billed visit. A session canceled in Headway cancels its Hero visit with no message to the client and no fee.
• No Hero insurance claim while Don’t create Hero insurance claims for these visits is on. The visit reads Billed through Headway in the chart’s encounters and on the patient’s invoices, and the patient owes Hero nothing for it.
• Times. A time change in Headway moves a visit that was booked from Headway; a visit booked in Hero keeps Hero’s time.