Adding and removing clients

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This article contains information that is helpful for Headway providers. If you are a client and have questions, check out our support articles for clients!



How do I add a client to my Headway caseload?

Clients who message you through Headway will automatically be in your client list when you go to schedule an appointment.

To add a client who has not messaged you through Headway, click the green “Add client(s)” button in the top right-hand corner of your Clients tab in Sigmund.

If you have their insurance information, you can add this here, too. If you don't have their insurance info, we'll reach out to collect it from your client after you schedule an appointment with them.


How do I add a child of my client when the child does not have an email address?

In order for our system to submit insurance claims under the correct name, every client on Headway will need their own account, with a unique email address.  Both the Headway account name and the name listed on the insurance should reflect the name of the client seeking care (with corresponding date of birth), even if the client is a minor.  
That said, there is a workaround for this, in cases where only one unique email address exists.  You can add a "+1, +2, etc." or you may use names to distinguish the email addresses.  In both cases, all emails will still route to the primary email address.

 This workaround will only work for Gmail, Hotmail, Outlook, or iCloud email accounts. Therefore, a new (unique) email address may need to be created to continue.

See below for a parent / child example (all are using Headway):
Parent's account: Parent's Name, (primary email)
First child's account: Child's Name,
Second child's account: Child's Name,
Parent's account: Jane Doe, (primary email)
Child's account: John Doe,


How do I transfer over a client I already work with?

If you are bringing an existing client onto our platform, the first step is to add them to your client list.

You’ll need to add their full name and email address to set them up in our system. If you have their insurance info (Insurance Company, Member ID, and date of birth), you can add that now too, but if you don’t we’ll reach out to them.

Once a client is added, we’ll send them an email to ask them to:

  • Verify their account
  • Add their insurance info
  • Add a form of billing
  • Acknowledge our standard billing and privacy forms

We need all of this information updated before you can confirm an appointment with them.


How do I bulk import existing patients to Headway’s platform?

To expedite the process of adding your existing patients to Headway, you can import multiple patients' details at a time via Sigmund. We are able to accept .vcf, .csv, and .xlsx files. There are two ways you can do this:

  1. You can custom-make your own .csv or .xlsx files as long as they have the correct column names labeling the client data. If the required column names are not present, we can not upload the information.

    Required Column Names

    • First Name
    • Last Name
    • Email

    Optional Column Name

    • Mobile Phone
  2. You can export data from other external platforms (i.e. SimplePractice) and use that to import your client data onto Sigmund.

    Examples Instructions:

    • TheraNest (.xlsx file)
    • Jane (.csv file)
    • SimplePractice (Choose “Contacts” from this list and uncheck the checkbox for password protected files.)


What client information can I import?

You can import client’ first name, last name, email, and phone. Please not that you won't be able to import their insurance or payment information and this must be added in manually afterwards.

First name, last name, and email are required. Phone number is optional—if it’s not included, the import won’t be impacted, but if it exists, we will save it!


How do I remove a client?

If you want to remove a client from your page, click "Archive Client" on the far right of the Clients tab.

You can find your archived clients by using the “Show Archived Clients” toggle at the top of the page.

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