When you agree to accept telehealth bookings (which are booked into your “Open” calendar) from Converge International, if you need to rebook the client, you are expected to rebook them into your Telehealth “Open” calendar.
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.
Review this guide and the supplementary video below to help you understand these differences
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.
Rebooking process differences
When rebooking a client, there are slightly different steps depending on if they are Adhoc referred clients or Telehealth clients. Following the correct process ensures the correct remuneration rate is applied to the rebooking.
Telehealth Clients:
When you have a Telehealth client originally booked into your Telehealth “Open” schedule, always rebook them into your Telehealth “Open” schedule using the “Rebook with me” option - follow this guide for instructions: Rebook an existing client (Telehealth Clients - Open Calendar)
Adhoc (Client Services referred clients):
If you have a client who was originally booked into your Adhoc schedule (they were referred from the Client Services team), always rebook them into your Adhoc schedule using “Manual” booking option. Follow this guide for instructions: Rebook an existing client: Ad-hoc Associates
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 www.convergeinternational.com.au/suppport/consultant