[Hiring] Operations Associate @Headway

Role Description

As an Operations Associate on our Eligibility team, you'll own the accuracy and speed of our manual review and remediation processes — the work that keeps patient eligibility data correct and payer issues resolved before they become patient-facing problems.

What you'll do

• Execute weekly eligibility remediation deployments
• Own on-call tickets for your work-stream, triaging and resolving issues within SLA
• Investigate and help resolve payer escalations and eligibility "loss spikes"
• Support manual review queue health — volume, speed-to-correct, and QA accuracy
• Maintain and improve SOP documentation as processes evolve
• Build or troubleshoot portal access and tooling needed to unblock the team (e.g., payer portals, internal apps)
• Flag process gaps or corrections proactively, even when not asked

Qualifications

• 1–3 years in operations, claims, eligibility, or a similarly process-heavy role
• High QA bar — track record of accuracy under volume, not just speed
• Demonstrated self-direction: has identified and solved a problem without being asked
• Clear, audience-aware written communication — comfortable escalating findings to cross-functional partners (e.g., Payer BD, Product)
• Genuine interest in Headway's mission to expand access to mental health care

Requirements

• Experience with healthcare payer systems, claims, or benefits/eligibility verification (nice to have)
• Experience onboarding or mentoring teammates (nice to have)

Company Description

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'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.