This guide provides information on how to rebook an existing client when a consultant has both Open and Ad hoc calendar types.
Understanding Open + Ad hoc calendar types
When a consultant has both an Open and Ad hoc calendar type, it’s important you understand how they are used and how to correctly rebook an existing client. Applying an appointment to the wrong calendar type can result in an incorrect payment rate.
Ad hoc calendar
When a consultant has both calendar types, the Ad hoc calendar is used when the Open calendar is full, or in special circumstances where the Open calendar is not the appropriate one to use. You may need to liaise with your Clinical Manager contact person from Converge International before booking an appointment in your Ad hoc calendar.
Ad hoc availability times are tentative and requires Converge to contact the Consultant or Practice Admin to confirm if the consultant is available before creating an appointment - once the Consultant or Practice Admin confirms availability for a particular time and date, Converge can then book or rebook the appointment.
Open calendar
Open calendar (also sometimes known as Urgent Phone or UP) is a set amount of time you’ve dedicated to Converge clients. This calendar indicates you are available and it’s expected that you are free during your Open calendar hours and days. Converge can schedule appointments into your Open calendar without needing to confirm your availability and with as little as 1 hour notice. You are notified by email and/or text of Open calendar bookings.
When rebooking existing clients you must use your Open Calendar via the “rebook with same consultant” / “rebook with me” function when rebooking clients. Only use your Ad hoc schedule via Manual booking when your open schedule is full, or if there are special circumstancesfor practice admin’s and managers via Classic View.
Step 1: Navigate to your consultants' profile
As a practice manager, you’ll need to sign into your practice manager account and then navigate to your consultants' profile. After logging in:
From the left menu, select “Consultant Search” and find the consultant from your practice.
If your practice has plenty of consultants, use the search bar in the Consultant search.
When you’ve found the consultant you want to action from, click the consultant name.
Step 2: Navigate to the “Past Due & Upcoming Appointments” or “Appointments & Payments” tab
Next, in the consultants' profile, scroll down to the Calendar sub-menu tab,
Then, click “Appointment” from the menu tab below,
Then from the sub-menu below that, click either “Past Due & Upcoming Appointments or “Appointments & Payments” tab.
Select Past due and upcoming payments tab if the client has an upcoming appointment or an appointment that has not been completed yet.
Select Appointments & Payments tab if the client has no upcoming appointments scheduled, but has had sessions completed in the past.
Step 3: Filter search to find the client
In either the Past due & Upcoming Appointments or Appointments & Payments tab,
In the “Clients Name” column header, click the filter button (dotted triangle).
Either select (tick) a client from the list or type the first or last name of the client in the text field
Click Apply to show only that clients' session history
Once you find the client, click the blue APP-XXXX button on the left side of the most recent appointment.
Step 4: Navigate from the Appointment to the Assist Case
Next, after clicking the appointment button from the previous step, you’ll be taken to the Appointment detail window of that particular appointment.
From here, click the “Parent Case” (Assist Case) link at the top.
Step 5: Task filter selection
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If you don’t see “Select Consultant (Allocation)” and also don’t see “Next Steps” from the task filter, click “Wait for appointment completion (response)”.
You can now proceed with this guide from Step 6 |
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If “Select Consultant” or “Wait for appointment completion” does not appear in the task filter, but you do see “Next Steps”, you can follow these steps then proceed with the rest of this guide:
You can now proceed with this guide from Step 6 |
Step 6: Next Steps
Next, you'll be presented with the "Review Client Sessions Summary" section.
Navigate to the "Next Steps" drop down menu and select "Rebooking".
Click the blue button “Proceed to rebooking” that appears.
Step 7: Add appointment & booking approach
Step 8: Booking approach
“Rebook with same consultant”Info |
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If you select “Retrospective” or “Manual”, follow the instructions here. |
Step 9: Search for availability
Step 10: Review search results and confirm appointment
Step 8: Select your calendar
Step 9: Enter appointment details
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For Video Call modality appointments, you’ll be asked if you want to use Zoom or Teams. If you select Teams, Converge will create a meeting link for both you and the client to join the meeting without a login needed. If you select Zoom, you will need to separately send a meeting link for the client. |
Step 11: Review session details
You’ll now be presented with a review of the appointment you are about to book. Confirm the time and date of the appointment. If the client is in a different time zone, you’ll see the conversion here.
Review the appointment information and time (plus time zones if applicable)
Scroll down and confirm the attendance option.
Click Appointment confirmed if the information above is correct.
Click the blue “Finalise Appointment” button to complete the rebooking/reschedule procedure.