[Hiring] Senior Clinical & Coding Operations Associate @Headway

Role Description

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.

Responsibilities

• 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.

Qualifications

• CPC certification (required) and 2-3 years of experience in outpatient or professional-services coding, ideally within a behavioral health setting.
• Strong grasp of ICD-10-CM, CPT, and HCPCS coding guidelines and the documentation requirements.
• Ability to communicate clearly and empathetically, especially when educating providers or discussing sensitive feedback.
• Ability to balance supportive coaching and enforcing provider policies regarding payer standards and compliance regulations.
• CPMA certification (nice to have).
• Ability to independently reach the correct coding and documentation conclusion on a behavioral health note and defend it.
• Experience in educating providers on medical decision making (MDM) for outpatient Evaluation and Management (E/M) services.
• High level of attention to detail and comfort working independently in a fast-paced, digital environment.
• Tech-savvy: ability to navigate Google Workspace, Zoom, and EMR platforms—or excitement to learn.
• Energized by working cross-functionally and driving quality at scale in a tech-forward setting.

Requirements

• Certified Professional Coder (CPC) certification is required.
• This is not an auditing role, and it is not a production coding role.

Benefits

• Equity compensation.
• Medical, Dental, and Vision coverage.
• HSA / FSA.
• 401K.
• Work-from-Home Stipend.
• Therapy Reimbursement.
• 16-week parental leave for eligible employees.
• Carrot Fertility annual reimbursement and membership.
• 13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st.
• Flexible PTO.
• Employee Assistance Program (EAP).
• Training and professional development.