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 Working with an Adhoc and Telehealth schedule
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: Manual booking into Telehealth (Open) schedule
Watch the Telehealth rebooking video or read the support article below for more information:
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.
Review the Customer session summary and the available session count.
Click “Continue to Rebook”
If the Customer does not have enough sessions remaining, you can request extra sessions. View this guide for more information: Requesting extra sessions
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.
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 Phone Call or Video Call
Click Search for availability
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.
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 Customer 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. 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:
Teams and Zoom modalities explained - 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: Manual booking into Telehealth (Open) schedule
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
The definition of Customer and Client has changed. This article uses the updated terminologies as outlined in this guide: Updated Customer and Client terminology