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 90,000 providers across all 50 states run their practice on our software, serving over 2.6 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, and building much of it with AI. 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

• Are energized by making providers and frontline teams self-sufficient, rather than by reviewing charts

• Previously educated providers on medical decision making (MDM) for outpatient Evaluation and Management (E/M) services

• Bring a high level of attention to detail and comfort working independently in a fast-paced, digital environment

• Are tech-savvy: you can navigate Google Workspace, Zoom, and EMR platforms—or you're excited to learn

• Are energized by working cross-functionally and driving quality at scale in a tech-forward setting

Compensation

The expected base pay range for this position is $76,160 - $112,000 based on a variety of factors including qualifications, experience, and geographic location. In addition to base salary, this role may be eligible for an equity grant, depending on the position and level.

Comprehensive benefits:

Medical, dental, vision, HSA/FSA, 401(k) including match for 2027!, Carrot Fertility reimbursement, and paid parental, medical and caregiver leave.

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 inform the recruiter when they contact you to schedule your interview.

Headway participates in E-Verify. To learn more, click here.

A notice to Headway applicants: To protect yourself against phishing and recruitment fraud, please note that Headway only accepts applications through our official careers page at https://headway.co/careers. Headway will never refer you to external websites, ask for payment or personal information, or conduct interviews via messaging apps. All official communication will come from a @findheadway.com email address. If you are contacted by someone claiming to be from Headway via an unofficial channel, please do not share any information and report it as spam.