Operations Associate
Role Overview
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.
Full Job Posting
About the role
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
What we're looking for
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
Nice to have
- Experience with healthcare payer systems, claims, or benefits/eligibility verification
- Experience onboarding or mentoring teammates
- 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.
About Headway
Mental healthcare technology company connecting patients with insured therapists and helping clinicians accept insurance.
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