If you end your Telehealth (Open) scheduled arrangement and will be exclusively servicing clients using an Adhoc schedule and rate only, you will still be required to continue seeing those Telehealth (Open) clients at the agreed Telehealth (Open) rate, for their entirely of Telehealth appointments with you, regardless if ending the arrangement or not. As you will have many Telehealth (Open) clients remaining from your Telehealth (Open) arrangement, you will now need to use a specific method to rebook these clients to continue seeing them at the agreed upon Telehealth (Open) rate.
If you do not wish to comply with this, then you will need to let us know so we can ensure all future Telehealth (Open) clients will be rescheduled to a different consultant.
Under your arrangement with Converge, following the termination of your Telehealth (Open) schedule and arrangement, you can either request Converge transfer these clients to another Converge consultant or you can continue seeing the client at your Telehealth (Open) rate until that client completes their session allocation or is no longer needing EAP services.
Please note- the only exception to rebook Telehealth (Open) clients into your Adhoc schedule, is if they are wanting an ‘in person’ appointment with you or are extremely high risk and cannot wait until your next available Telehealth (Open) slot (if they are extremely high risk, we recommend you advise them to call the Centre to be booked with a crisis counselor immediately).
This guide will assist you with rebooking clients manually into your ended and blocked Telehealth (Open) schedule.
Step 1: Accessing Quick View actions
After logging in, your default home page is Quick View, which can also be accessed via the left menu, if needed.
Find the clients' last appointment on the Quick View page then click the green “Commence” button from the Appointment Actions column on the right side.
| Info |
|---|
The Quick View page is split into 3 sections - Appointments not started, Appointments in Progress and Appointments recently completed. Your clients' last appointment will be in the “Appointments Recently Completed” section or, if you haven’t yet commenced the last appointment, it will be in the “Appointments Not Started” section. |
Step 2: Review client session summary
Next, a pop-up will appear where you can review information before continuing.
Review the client session summary and the available session count.
Click “Continue to Rebook”
| Info |
|---|
If the client does not have enough sessions remaining, you can request extra sessions. Find out more here https://convergeintl.atlassian.net/plugins/servlet/servicedesk/customer/confluence/shim/spaces/ALL/pages/108363819 |
Step 3: Select booking approach
To rebook your Telehealth (Open) clients, select the Manual booking option.
| Note |
|---|
Note: Manual booking option overrides all rules for leave, appointments already booked (this can cause double ups) and modality preferences. Ensure you review your calendar first for availability before manually inserting an appointment using manual booking. |
Step 4: Select a work schedule
After selecting manual in the last step, the booking window will expand to show options for your rebooking.
Before continuing, click the “Expand to select / Update work schedule” banner (teal colored banner) to reveal your work schedule.
Next, select the Open schedule only (this will be blocked from new referrals and the status will say blocked). Once you find the blocked Open schedule, click the circle button to the right of the word “Blocked” to confirm the schedule.
| Info |
|---|
By selecting the ‘Blocked’ Open schedule you have connected to the correct service rate for your Telehealth (Open) client. |
| Note |
|---|
If you also have an Adhoc or Rapid Response work schedule, these may be visible at this step. Make sure you only apply an appointment to the blocked “Open” schedule (see image above) in the “Calendar Type” Column. |
Step 5: Complete booking details
Next, select the:
Modality,
Date of Response (the date of the appointment),
Starting Time (in the clients' time zone)
Send Client Notification options (select Yes unless you have your own notification system).
For Video Call modality, select Microsoft Teams meeting only.
Then, click the blue button “Review Bookings” to continue.
| Info |
|---|
For Video call appointments: For an automatic meeting link to be generated, select Teams (no login or app required to use - we will send you and the client the meeting link). Or select Zoom. If you select zoom, you’ll need to create a zoom meeting and email the client the meeting link separately. |
| Info |
|---|
The time entered is in the clients' time zone. |
After entering the details of the appointment, you’ll be able to review the appointment time, including a time zone conversion between you and the client.
Next, click the “Review bookings” button to proceed to the last step.
| Expand | ||
|---|---|---|
| ||
If you see the below error, you have not selected the schedule. Please repeat step 4.  |
Step 6: Review Booking
After clicking Review Bookings button on the previous step, you’ll be presented with a review bookings screen.
Review the booking information and if not correct, click the “Back” button at the bottom left of the review window.
In the “Client Appointment Attendance” section, select the attendance option that best matches the upcoming session. This is usually Individual.
Leave “Appointment Confirmed” selected.
Click the “Finalise Appointment” button to complete the booking process.
