Senior Associate, Clinical Escalations

About The Role

At Headway, we’re 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.

You will:

• • 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 customer experience team in provider escalation management processes 

You’d be a great fit if:

• You have a background in clinical operations, clinical risk management, compliance, patient safety, or have a clinical background. Bonus points if you have experience in a health tech environment. 
• You are a creative thinker – with demonstrated passion for reimagining how behavioral health quality is defined, measured, and operationalized. This likely means you’ve worked in health plans, health systems, and / or value-based healthcare startups.
• You are a collaborator – eager and adept at working in concert with customer support, compliance, clinical and legal teams
• You are a problem solver - you have worked to build workflows that can increase efficiency and improve patient or provider experiences.

The expected base pay range for this position is $84,320-$124,000, based on a variety of factors including qualifications, experience, and geographic location. In addition to base salary, this role may be eligible for performance-based variable compensation and an equity grant, depending on the position and level.

We are committed to offering a comprehensive and competitive total rewards package, including robust health and wellness benefits, retirement savings, and meaningful ownership opportunities through equity. Compensation decisions are made holistically, ensuring fairness and alignment with market benchmarks while recognizing individual contributions and potential.

• Benefits offered include:
• 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