This article guides you through rebooking a client in Phoenix Quick View.
| Panel | ||||||||
|---|---|---|---|---|---|---|---|---|
| ||||||||
How long does rebooking take? If you are new to rebooking and Phoenix, it takes approximately 5-6 minutes. If you are familiar with Phoenix, it takes approximately 1-3 minutes. |
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' appointment listed in the Quick View page then click the blue “Rebook” 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. View this guide on Extra Sessions for more information: Requesting extra sessions |
Step 3: Select booking approach
As a Converge Employee consultant, you’ll be presented with three booking approach options - Manual Booking, Retrospective Booking and Rebook with me.
Select “Rebook with me”.
Step 4: Search for availability
Next, you’ll be using the Consultant Search to find availability in your Open calendar.
Tick the date selection option
Enter a time range for slots you want to search
Select the start date and end date of the search range
Confirm the modality of the appointment
Select In-Person, Phone Call or Video Call
Click Search for availability
| Info |
|---|
You can also leave Date Selection unchecked and search with entire days. |
Step 5: Review search results and confirm appointment
Next, review the search results and confirm appointment.
Click “Book Appointment” to confirm the time and date.
| Info |
|---|
If you haven’t found an appropriate time or date, adjust the search parameters or modality options. |
Step 6: 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.
If Video Call is selected as the modality, in this step you’ll also be asked to confirm the video call platform. As a Converge Employee Consultant, you are required to select Teams as the video platform (if conducting a video call session).
| Info |
|---|
If your client has a poor cellular connection for phone calls but has access to Wi-Fi or if you experience issues during phone calls, you can select video call as the modality and turn off you camera (and the client turns off their camera) to conduct an audio only web-call via Teams. |
| Note |
|---|
If rebooking a video call appointment, the Microsoft Teams link for the appointment will be sent to you and the client in the appointment confirmation email. You will need to ensure to keep the appointment confirmation email to find the link and join before the appointment begins. If you cannot find the email with the link, please lodge a Phoenix Support ticket via httpyou can access the link manually following this guide https://wwwconvergeintl.convergeinternational.com.au/consultants and the team will show you how to obtain your link another wayatlassian.net/servicedesk/customer/kb/view/480739329. |
Next steps:
After rebooking, you might find these guides helpful:
Teams and Zoom modalities explained - Remember that Telehealth calls must always be using the Teams platform
Head to the Consultant Support Centre to view all support articles or to Contact User Support team by raising a support ticket http://www.convergeinternational.com.au/support