Senior Clinical & Coding Operations Associate

1 in 4 people in the US have a treatable mental health condition, but most providers don't accept insurance, making therapy too expensive for most people. Headway’s mission is to fix this by building a new mental healthcare system everyone can access. We started by solving the biggest barrier to care: insurance. The admin work - credentialing, claims, payment reconciliation - is a nightmare. We've automated that.

But we're going further. Over 75,000 providers across all 50 states run their practice on our software, serving over 1 million patients. We are building the best tools for therapists to run their entire practice, reimagining the experience of finding a therapist, and investing in the platform foundations to enable this at scale. We aren't just a billing layer; we are becoming the platform where care actually happens.

We're a Series D company with $325M+ in funding (a16z, Accel, Spark Capital, etc.), looking for exceptional people to help us achieve this mission. We want your time here to be the most meaningful experience of your career. Join us, and help change mental healthcare for the better.

At Headway, we're building a new mental healthcare system from the ground up—one that's accessible, effective, and built to scale. Providers on Headway are responsible for their own coding and documentation, and many are new to billing insurance in private practice. We review that documentation against clinical documentation standards — and when a provider has questions about what came back, someone needs to give them a clear, accurate answer they can act on. That's this role.

As a Senior Clinical & Coding Operations Associate , you're the coding and billing expert providers reach when they have questions about their documentation review results. You'll interpret those results, determine whether a finding is actually correct, and explain what it means in language a clinician can act on. You'll also be the person who catches it when a review result is wrong — and gets it fixed.

A Certified Professional Coder (CPC) certification is required . All care on Headway is outpatient behavioral health, delivered in person or virtually.

This is not an auditing role, and it is not a production coding role. A separate team performs the documentation audits; you won't be auditing charts or coding claims. You'll apply the same depth of coding knowledge to a different problem — getting providers to the right answer, and making sure the guidance they receive is correct.

You Will:

Interpret behavioral health documentation and coding review results (ICD-10-CM and CPT) and translate them into clear, actionable provider education and feedback

Determine whether a flagged finding is accurate — confirming genuine documentation and coding errors, and identifying findings that were flagged incorrectly so they can be corrected and escalated

Serve as a subject matter expert by answering provider and internal-team questions on behavioral health coding and documentation (ICD-10-CM and CPT) and billing findings

Deliver clear, accurate, and empathetic responses to providers through our support channels (e.g., Zendesk)

Contribute to provider education efforts, including drafting content, identifying documentation gaps, and advising on documentation standards

Partner with our Customer Experience (CX) team to build knowledge base content and resources that help resolve more questions without direct SME support

Provide insights on coding trends, identify risk areas, and recommend improvements to tooling, process, and training

Collaborate with cross-functional partners on initiatives that improve the provider audit-support experience

Stay current with evolving coding guidelines, payer rules, and industry standards through continuing education and independent learning

You’d be a great fit if….

Have a CPC certification (required) and 2-3 years of experience in outpatient or professional-services coding, ideally within a behavioral health setting

Possess a strong grasp of ICD-10-CM, CPT, and HCPCS coding guidelines and the documentation requirements

Communicate clearly and empathetically, especially when educating providers or discussing sensitive feedback

Have the ability to balance supportive coaching and enforcing provider policies regarding payer standards and compliance regulations

Hold a CPMA certification (nice to have)

Can independently reach the correct coding and documentation conclusion on a behavioral health note and defend it — including disagreeing with a review result when the documentation supports you