Rebook an existing customer (Telehealth/Open)

Owned by Christopher
Last updated: Jul 09, 2024 by Paulo
4 min read

Who is this guide for?

This guide has been written for Converge Consultants with an Open “Telehealth” schedule. These guides have been confirmed with Converge as part of your contract variation.

To learn more about Open and Ad hoc schedules, view this article

When you agree to accept Telehealth bookings (which are booked into your “Open” schedule) from Converge International, and you need to rebook the customer you are expected to rebook them into your Telehealth (Open) schedule and continue seeing them at the agreed Telehealth (Open) rate for the entirety of their Telehealth appointments with you.

If you need to rebook your customer outside of your normal Telehealth hours, you will need to follow the below guide to ensure the appointment is still connected to the correct rate:

Watch the Telehealth rebooking video or read the support article below for more information:

Telehealth Rebooking.m4v
Telehealth Customer rebooking video

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 Customers' appointment on the Quick View page then click the blue “Rebook” button from the Appointment Actions column on the right side.

The Quick View page is split into 3 sections - Appointments not started, Appointments in Progress and Appointments recently completed.

Your Customers' 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 Customer session summary

Next, a pop-up will appear where you can review information before continuing.

  1. Review the Customer session summary and the available session count.

  2. Click “Continue to Rebook”

If the Customer does not have enough sessions remaining, you can request extra sessions. View this guide for more information:

 

 

Step 3: Select booking approach

As a Telehealth consultant with confirmed open slots with Converge, 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.

  1. Tick the date selection option

  2. Enter a time range for slots you want to search

  3. Select the start date and end date of the search range

  4. Confirm the modality of the appointment

    1. Select Phone Call or Video Call

  5. Click Search for availability

 

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.

 

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 Customer is in a different time zone, you’ll see the conversion here.

  1. Review the appointment information and time (plus time zones if applicable)

  2. Scroll down and confirm the attendance option.

  3. Click Appointment confirmed if the information above is correct.

  4. 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. For all telehealth calls that are video calls, you are required to select Teams as the video platform.

Next steps:

After rebooking, you might find these guides helpful:

  • - Remember that Telehealth calls must always be using the Teams platform

  • If you need to rebook your Customer outside of your normal Telehealth hours, you will need to follow the below guide to ensure the appointment is still connected to the correct rate:

Head to the Consultant Support Centre to view all support articles or to Contact User Support team by raising a support ticket www.convergeinternational.com.au/support