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.

About the Team & Role

Headway's Supervisory Billing program lets pre-licensed clinicians bill under a supervising provider's credentials — a fast-growing, highly complex operation that varies by state, license type, and payer. As we launch new states and prepare for a national rollout in Q1 2027, we need dedicated full-time capacity to run and build out the operational, compliance, and knowledge-management infrastructure this program depends on.

This role is the operational backbone of Supervisory Billing: scoping and setting up new state launches, running day-to-day onboarding and approvals, building and maintaining SOPs and knowledge management, and supporting contractors and cross-functional partners as the program scales.

You Will

• Support state launch scoping and setup: research license-type requirements for each new state, help determine how each requirement gets verified, confirm Verifiable and CVO coverage, coordinate paneling and vendor updates, and maintain the state playbook.

• Run the day-to-day supervisee onboarding and approval process: go-live approvals, rejection communications, tracker hygiene, supervisor checks, and Supervisor Quality Committee prep

• Build and maintain the knowledge base of state-by-state license requirements, write new SOPs for each launch, and keep CX guidance and enablement materials current as new tickets and edge cases surface

• Support training and quality oversight for the contractor team, and take the lead on complex or exception cases that contractors escalate

• Triage and resolve tickets and escalations from providers, group practices, CX, PGAs, CS, and Engineering, working with Data and Engineering when a fix needs a product or process change

• Support the build-out of operational processes that keep the program compliant at scale — graduation, license-expiration tracking, supervisor reassignment, onboarding-block removal — and help train the contractor team as each rolls out

• Partner with the Data team on the fields, tracking, and dashboards needed to run day-to-day operations

You'd Be a Great Fit If You...

• Have 1-3 years of experience in operations, compliance, or a process-heavy coordination role — healthcare, licensing, or regulated-industry experience is a plus

• Are detail-oriented and comfortable owning a high-volume daily process without letting things slip

• Can write clear documentation — SOPs, playbooks, and guides that other people can actually follow

• Are comfortable navigating ambiguity and picking up new state-specific rules quickly

• Communicate well across functions — you'll work directly with CX, PGAs, Data, and Engineering

• Care about the mission: making it possible for more clinicians, at every stage of licensure, to deliver care

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.

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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.