When you agree to accept
...
Telehealth bookings (which are booked into your “Open”
...
schedule) from Converge International,
...
and you need to rebook the client
...
you are expected to rebook them into your
...
This guide provides additional information and context to the differences between Telehealth clients and referred Adhoc clients. It’s important you take time to review this guide to ensure you are rebooking clients correctly and to receive the correct remuneration rate.
Adhoc and Telehealth differences
As confirmed when you agreed to accept telehealth bookings, you have two remuneration rates:
Adhoc (referred clients)
Telehealth “Open” clients
Adhoc clients are referred to you from the Client Services team and are booked into your Adhoc schedule after you confirm your ability to service the client.
For this reason, your Adhoc schedule is an indication to Converge of your potential availability, which is why we contact you first before confirming the appointment.
Telehealth clients are automatically booked into your Telehealth “Open” schedule - a schedule you have indicated to converge that will be open for our clients only.
For this reason, your Telehealth “Open” schedule is visible for online booking and for instant bookings via the Client Services team without interaction from you to confirm the appointment and enables same day bookings.
Remuneration differences
When you agreed to accept Telehealth clients and have a Telehealth “Open” schedule, you may also have a different remuneration rate. If you do have a different remuneration rate, it applies to the Telehealth Clients' first and subsequent sessions.
Clients who initially booked into your Telehealth “Open” schedule are to be rebooked into your Telehealth “Open” schedule. Your remuneration for the first and subsequent sessions are at the Telehealth remuneration rate you have agreed to.
Clients who are referred to you via Client Services into your Adhoc schedule are rebooked into your Adhoc schedule. Your remuneration for the first and subsequent sessions are at the Adhoc remuneration rate you have agreed to.
Changing a Telehealth client to an Adhoc client
There are some circumstances where a client who was originally booked as Telehealth may need to be rebooked into your Adhoc schedule, however whenever this occurs, you should always contact User Support for guidance and confirmation.
Here are some acceptable reasons Converge may allow a Telehealth client to be rebooked into an Adhoc schedule (with a different remuneration rate):
High risk clients requiring urgent appointment
Clients requesting face to face appointments (in person)
Converge does audit consultants with both Telehealth (Open) and Adhoc schedules to ensure compliance to these rules are adhered to. If you are unsure or need help, contact User Support at http://www.convergeinternational.com.au/suppport/consultant
Rebooking a Telehealth client outside of your Telehealth hours
Regardless of schedule, expected to see them at Telehealth rate
LINK TO GUIDE Using manual booking when rebook with me is unavailable:
Ending Telehealth (open) schedule / agreement
If you are ending your Telehealth arrangement….
NOTE: Converge will block Telehealth schedule but will continue to be visible for rebooking according to instructions below. Please note you won't receive new referrals with Telehealth schedule/agreement being closed.
...
Telehealth (Open) schedule and continue seeing them at the agreed Telehealth (Open) rate for the entirety of their Telehealth appointments with you.
In the instance you have agreed with the client to see them outside of your Telehealth (Open) schedule, you still must continue seeing them at the Telehealth (Open) schedule rate, so this instance is agreed upon at your discretion. In this instance you will not be able to use the “Rebook with me” feature and will need to rely on the Manual booking option. For this instance, you can use this guide to book your client manually into your Telehealth (Open) schedule to connect the appointment to the correct rate.
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.
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
If wanting to see a client outside of your Telehealth (Open) schedule, select the Manual booking option.
| Note |
|---|
Note: Manual booking option overrides all rules for appointments already booked (this can cause double bookings), leave and modality preferences. Ensure you review your calendar and leave break section 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 an “Open” schedule (it does not matter if the desired appointment day is not available in the “Open” schedule) by clicking the circle button to the right of the word “Available” to confirm the schedule.
| Info |
|---|
By selecting an “Open” schedule you have connected to the correct Telehealth (Open) rate, which you had agreed to when accepting the referral initially and must continue seeing them at this rate for the entirety of their Converge Telehealth appointments with you. |
| Note |
|---|
You may also have an “Adhoc” and “Rapid Response” work schedule and these may be visible at this step. Make sure you only apply an appointment to the “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 seperately. |
| 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 this error, it means 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 “Finalise Appointment” button to complete the booking process.
