Getting started with Phoenix: Telehealth Associate

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.

As a consultant, after the 1st appointment has been booked for your client, you will manage all rebooking's and appointment management via the Phoenix portal.

Below is a table of contents for this guide. It’s recommended you view each section in order, or you can jump to a particular section by clicking a link below.

Access the portal

Open

When you are onboarded with Converge, you’ll receive an email with your username (your email address) and a temporary password. Your username is your email address.

• Portal link: https://phoenix.convergeint.com/

Once you’ve logged in, make sure you bookmark the portal page for easy access in the future.

Adjusting your browser settings

We recommend you adjust your browser zoom settings to best view the Phoenix portal page.

To do this, in Microsoft Edge and Google Chrome browsers (Windows and Mac), click the three dots or three lines near the top right of your web-browser window. Then from the drop down menu, change the Zoom level to between 70 to 80%.

For Apple Safari browser on Mac, click the “View” menu from the top of your screen and from the drop down menu, click Zoom out 2 or 3 times. For Apple Safari browser on iPad, tap the “_AA” icon at the top of your web-browser and from the pop up menu, tap the small A to the left of 100% 2 or 3 times.

For more information, view this article: Browser options and Phoenix troubleshooting

Video Call Information

All video calls are conducted via Microsoft Teams. You can join these via your browser or through the free to download app (recommended). You can either find the MS teams link included in the appointment confirmation email you will receive, or by following the below guide:

https://convergeintl.atlassian.net/plugins/servlet/servicedesk/customer/confluence/shim/spaces/ALL/pages/480739329

If your customer has not joined the video call session, please call them to identify if they can find their appointment confirmation email with the link. If they cannot find the link, you can use the above guide to copy the link and email it to them. Alternatively, if wanting to keep your email private, you can call the centre and ask a customer service officer to send a new link to you and the customer.

Quick View

The Quick View page is the default page when you login. If you need to get back to it, you can click “Quick View” from the left menu. It’s recommended that you complete all your work for rebooking, completing (commencing) and marking sessions as no-show / cancellation from this page.

Open

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.

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.

It’s important you understand the two types of schedules you have with Converge:

• Telehealth availability, which is your open schedule

• And your private practice 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:

Quick View guides

Rebooking clients

• View guidance for rebooking an existing client into your Open Schedule: Rebook an existing customer (Telehealth/Open)

• In 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:

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

Marking a session as no-show, cancellations and editing appointments

• For guidance on marking a session as no-show: https://convergeintl.atlassian.net/plugins/servlet/servicedesk/customer/confluence/shim/spaces/InternalPHX/pages/101384244

• For guidance on cancellations with less than 24 hrs. notice: https://convergeintl.atlassian.net/plugins/servlet/servicedesk/customer/confluence/shim/spaces/PHX/pages/99516492

• For guidance on cancellations with more than 24 hrs. notice: https://convergeintl.atlassian.net/plugins/servlet/servicedesk/customer/confluence/shim/spaces/PHX/pages/99680282

• For guidance on how to edit an appointment: Edit an appointment (Quick View)

Billing and invoicing

How we process payments for completed sessions

When you complete an appointment (by clicking commence and completing the appointment) it indicates to the system that you have completed work for that appointment, allowing us to then proceed with including that appointment in your end of month reconciliation. We reconcile your account and email you a remittance summary of this on the last day of each month based on your completed appointments.

• Completing an appointment: Completing an appointment (Quick View)

Invoicing Converge

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

My calendar and your availability

My Calendar

To view and manage all of your upcoming and completed appointments, use Quick View. You can alternatively view a visual calendar which is accessible from the left menu “My Calendar”.

My calendar shows a visual of your weekly schedule. You can hover your cursor over an appointment to view “at a glance” information. Clicking on an appointment takes you to our “Classic” view of our system. When you click the appointment you’ll see detailed appointment information which may be helpful. When you need to action the appointment (mark as commence, rebook, no-show, cancellation, extra sessions etc) please return to Quick View and proceed with your desired action from there.

Working days and break periods

From “My Calendar” section of Quick View, you can open “Working Days” tab. This will let you view your active work schedule and any inactive working days.

Below the work schedule, you’ll see your Break periods (holidays).

Personal information and banking details

To view your personal details, including your working address, banking details and preferences, this can be done from the “My Profile” page (accessible from the left menu).

Once in the My Profile section you’ll see your “Consultant Summary” with your important details. Below this are sub-menu options including Personal where you can view your working location address, contact details etc, and the Payments tab where you can view payment bank details.

Key contacts

Here’s the key teams to contact at Converge International and what to contact them for:

FIT Survey

https://convergeintl.atlassian.net/servicedesk/customer/kb/view/116654121