Clinical Senior Associate - Clinical Escalations

Position Overview

Headway is building a new mental healthcare system from the ground up—one that’s accessible, effective, and built to scale. We are seeking a dedicated and clinically experienced Clinical Senior Associate to join our growing Clinical Escalations team. This role is essential to supporting our ability to efficiently manage and resolve provider escalations. As the primary owner of the provider escalations workflow, you’ll play a key role in maintaining quality of care and driving scalable clinical processes in collaboration with Customer Support, Legal, Compliance, Clinical and Credentialing partners.

Responsibilities

• Lead cross-functional collaboration between customer experience, compliance, and legal teams to triage incoming reported provider concerns.
• Collaborate with the customer experience and compliance team to update and implement scalable operational procedures for provider concern resolutions.
• Full ownership of 1:1 provider escalation investigation, remediation, and termination processes, stemming from patient-reported grievances, health plans, and other external reports.
• Assess and implement proactive interventions through trend and gap analysis of provider complaint types, and design and implement early-stage risk mitigation processes.
• Draft responses to common patient and provider inquiries, ensuring accuracy and adherence to communication standards.
• Develop and train materials for the customer experience team in provider escalation management processes.

Requirements

• Background in clinical operations, clinical risk management, compliance, patient safety, or a clinical background.
• Experience in a health tech environment is a plus.
• Creative thinker with demonstrated passion for reimagining how behavioral health quality is defined, measured, and operationalized. Experience in health plans, health systems, and/or value-based healthcare startups is preferred.
• Collaborative spirit, eager and adept at working in concert with customer support, compliance, clinical, and legal teams.
• Problem solver with experience building workflows that increase efficiency and improve patient or provider experiences.

Compensation & Benefits

• Expected Base Pay Range: $84,320 - $124,000 annually, based on qualifications, experience, and geographic location.
• Variable Compensation: May be eligible for performance-based variable compensation and an equity grant, depending on the position and level.
• Total Rewards Package: Comprehensive and competitive, including robust health and wellness benefits, retirement savings, and meaningful ownership opportunities through equity.

About Headway

Headway’s mission is to build a new mental health care system everyone can access. We’ve built technology that helps people find great therapists with the first software-enabled national network of providers accepting insurance.

1 in 4 people in the US have a treatable mental health condition, but the majority of providers don’t accept insurance, making therapy too expensive for most people. Headway is building a new mental healthcare system that everyone can access by making it easy for therapists to accept insurance and scale their practice.

Headway was founded in 2019 and has grown into a diverse, national network of over 45,000 mental healthcare providers across all 50 states who run their practice on our software and have served over 1 million patients. We’re a Series D company with over $325m in funding from a16z (Andreessen Horowitz), Accel, GV (formerly Google Ventures), Spark Capital, Thrive Capital, Forerunner Ventures and Health Care Service Corporation.

We want your time here to be the most meaningful experience of your career. Join us, and help change mental healthcare for the better.