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This guide is for Telehealth Associates with Telehealth “Open” schedule & Ad-hoc schedule arrangement only. Please note- only Converge Admin staff have permission to edit your schedules, please DO NOT edit your schedules on the Phoenix system. All edits must go through a strict approval process. Please email people.assistadmin@convergeintl.com.au if you need anything changed in your schedules. |
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The Phoenix portal is compatible with our preferred web-browsers Microsoft Edge and Google Chrome on both Mac and Windows PC’s. The portal does work with other browsers including Apple Safari and Mozilla Firefox, however it is not tested with them. If you have any issues with the portal, use one of our preferred web-browsers mentioned above. |
Adjusting your browser settings
We recommend you adjust your browser zoom settings to best view the Phoenix portal page.
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For more information, view this article: Browser options and Phoenix troubleshooting
Video Call Information
All video calls are conducted via Microsoft Teams. You can join these via your browser or through the free to download app (recommended). You can either find the MS teams link included in the appointment confirmation email you will receive, or by following the below guide:
If your customer has not joined the video call session, please call them to identify if they can find their appointment confirmation email with the link. If they cannot find the link, you can use the above guide to copy the link and email it to them. Alternatively, if wanting to keep your email private, you can call the centre and ask a customer service officer to send a new link to you and the customer.
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Quick View
The Quick View page is the default page when you login. If you need to get back to it, you can click “Quick View” from the left menu. It’s recommended that you complete all your work for rebooking, completing (commencing) and marking sessions as no-show / cancellation from this page.
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Quick View is split into three sections:
Appointments Not Started
Which contains all upcoming appointments and appointments which have not been started yet
Appointments in Progress
Contains all appointments which have been commenced but not completed / closed
Appointments Recently Completed
Contains all appointments recently been completed, cancelled or marked as no show
Your appointments will be placed in one of the three above mentioned sections, depending on the status of the appointment. On the right side of the appointment in all three sections is the blue “Rebook” button which lets you quickly rebook the client.
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Your Telehealth arrangement
As you have agreed with Converge to commit to a set of open slots, this indicates short-notice availability for new and existing appointments which the client services team can book directly in your diary. This will complement any existing ad-hoc schedule you have with Converge.
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