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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. |
Phoenix is the web-based portal Converge International uses for managing your diary, clients and appointments. As the portal is web-based, there’s no application required to use it, just your existing web-browser.
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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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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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Telehealth availability, which is your open schedule
And your overflow availability, which is your ad-hoc schedule
To learn more about your Telehealth and Adhoc arrangement, view this article Working with an Adhoc and Telehealth schedule or view the accompanying video below:
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As part of this agreement, you must rebook existing clients and new clients into your “Open” schedule using the guide mentioned in the “Quick View guides” section of this knowledge base article ( Rebook an existing |
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If your “Open” schedule is over-capacity or the client was initially referred in your ad-hoc schedule, you can book clients into your “Ad-hoc” schedule using this guide Rebook an existing client: Ad-hoc Associates. As mentioned, you should only rebook clients into your Ad-hoc schedule when your Open schedule is over-capacity. Converge is able to monitor these schedules and may provide feedback to you if you are not adhering to this requirement. |
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Quick View guides
Rebooking clients
View guidance for rebooking an existing client into your Open Schedule: Rebook an existing client customer (Telehealth Clients - /Open Calendar)
When your Open schedule is at capacity, you can manually book clients into your Ad-hoc schedule using this guideIn some circumstances (such as high risk clients or client requesting in-person session) you may rebook your client into your Adhoc schedule: Rebook an existing client: Ad-hoc Associates - see the note below:
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Note, as mentioned in the section Open slots arrangementIf 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, you can access the link manually following this guide https://convergeintl.atlassian.net/servicedesk/customer/kb/view/480739329. |
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IMPORTANT NOTICE - Adhoc rebookings As mentioned above, you are only to rebook Telehealth (Open schedule) clients into your open Adhoc schedule under certain conditions such as High Risk clients who are unable to wait until your next available Telehealth (open) schedule or clients requesting in-person session. Contact User Support if you are not sure or need assistance. For more information, review this guide: Working with an Adhoc and Telehealth schedule |
Completing appointments
For guidance on completing an appointment view this article: https://convergeintl.atlassian.net/plugins/servlet/servicedesk/customer/confluence/shim/spaces/ALL/pages/105906216
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You will need to complete all appointments you have conducted. We recommend you commence and complete appointments either between sessions, at the end of the day or at the end of the week when you have admin time. It takes approximately 1-3 minutes per appointment to mark it as commenced and to then complete it. By completing the appointment, it indicates you have completed that work, and we include it with your end of month remittance.
For more information, view the support article below:
Billing and invoicing, RCTI payment timelines
Payment timeline
As mentioned above, Converge International requires you to complete the appointment before the end of the month - any completed appointments will be included with your end of month remittance notice. After you receive your remittance notice, the payment due is held for 14 days for disputes that need to be rectified (such as payment issues, amount due issues etc.). After this 14-day dispute period, your payment is then released to your nominated bank account. This means it can take between 2-3 weeks for payment to reach you after receiving the remittance notice email.
For more information, view the support article below:
Billing and invoicing, RCTI payment timelines
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My calendar and your availability
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To amend your working days please contact the User Support team at people.assistadmin@convergeintl.com.au it is essential you do not edit your own schedules. |
Below the work schedule, you’ll see your Break periods (holidays).
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To amend your add break periods, including partial days off and whole days off, please contact the User Support team at people.assistadmin@convergeintl.com.auyou can add this to your diary yourself following this guide - https://convergeintl.atlassian.net/servicedesk/customer/kb/view/378765351 but please note you are responsible for all recurring client reschedules and must ask the customer service team to help with first-time appointment reschedules only. |
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Personal information and banking details
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Reason | Team | |
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Calendar scheduling enquiries (break periods & changes in hours), annual & personal leave & supervision enquiries | User Support Team | |
For login issues, troubleshooting, help & guidance in the Phoenix portal and anything else | User Support Team | |
For creating the 1st booking with new clients & any queries from clients | Customer Service | customerservice@convergeintl.com.au or for urgent enquiries, call 1300 687 327 |
Changes to contract and profile (contact details, address changes, banking details, specialties, etc.) | People, Culture & Learning team |
FIT Survey
https://convergeintl.atlassian.net/servicedesk/customer/kb/view/116654121