Confluence & Slack
If you need to find the official SOP or “source of truth” for how to handle a process, which platform should you check?
Confluence
SendSafely can interface directly in this platform to send secure links or messages.
Zendesk
This PACT principle encourages clear, concise, and scannable communication so requesters understand the what, how, when, and where.
Clarity
Headway operates the largest in-network ________ provider network in the U.S.
Mental Health
These 2 teams build the systems and SOPs that guide daily CCA workflows.
Programs & Knowledge Management
True or False: It’s okay to post a client’s PHI or screenshots with provider info in Slack as long as it’s in your private pod channel.
False.
(Never post PHI or screenshots containing client/provider info in Slack.)
True or False: It’s okay to send PHI (like client names or DOBs) via regular email instead of SendSafely.
True or False: Overusing exclamation points in a CC ticket is considered good practice.
False
Headway supports the “3 P’s.” Name them.
Providers, Patients (Clients), and Payers (Insurance Carriers)
Which internal support team handles high-touch, complex cases?
Premier Support
Where in Confluence would you find a centralized hub for CC SOPs, Help Center articles, and quicklinks?
CC Knowledge Base home
Through which Headway platform do you access a provider’s or client’s Stripe account?
Atlas
You’re delivering an update with bad news about an insurance claim. Which PACT principle is most important to show that the requester is supported?
Personalization (acknowledge their experience and empathize)
How does Headway remove administrative barriers for providers?
By handling credentialing, claims, biweekly payments, scheduling, billing, and notes?
All client and provider support requests enter Headway through this channel.
Contact form
In Confluence, this feature lets you quickly browse categories and navigate to the section you need.
The sidebar
When investigating a client payment issue, which number from Atlas helps you locate the correct Stripe account?
The payment reference number
You notice a client is frustrated that their calendar isn’t updating. You write:
"I know this isn’t ideal, and I’m sorry for the trouble. I’ll check with our team and follow up tomorrow."
Which two PACT principles are demonstrated here?
Personalization and Accountability
CCAs support the 3 P’s by managing tickets for these 2 specialization types of inquiries.
1. Benefits & Billing
2. Account Management
When CCAs provide clear and accurate support, this is freed up for providers, and this is improved for clients.
Providers can focus on care, and clients can access care more easily
In Confluence, you can your narrow search results. What are some feature lets you do this?
Space, last updated date, page type, or labels.
What is the first step to find a client’s Stripe account via Atlas?
Go to Atlas → Payments → Copy Reference # → Paste into Stripe or click the hyperlink?
When crafting a response, you want the requester to understand the reasoning behind your resolution and the next steps. Which PACT principle are you prioritizing?
Transparency
What makes Headway’s platform beneficial for therapists’ daily work?
An all-in-one platform for scheduling, billing, and client management that allows them to focus on care.
The Benefits & Billing specialization includes these tasks. Please list 3.
Examples: Verifying client insurance coverage, handling billing questions, provider payouts, invoices, and client payment issues.