Converge uses the Phoenix portal, where you confirm the attendance and outcomes of each scheduled session, which in turn adds the appointment to your end of month invoice for payment (an RCTI invoice). This means when you complete an appointment in Phoenix, that generates an invoice that is sent to Converge for payment of your service. All appointments must be completed in Phoenix within 7 days of the session being held in order for Converge to process the invoice, for the client organisation to be charged, and for you to be paid.

Converge does not accept manual invoices for EAP appointments - all completed work must be logged in the Phoenix portal.

Converge does not accept invoices generated one month after the date the session was held. See 'When do I have to complete appointments by' below for more guidance on this.

2 Need more help?

How am I renumerated for work completed?

All appointments must be commenced in Phoenix at the time the appointment starts.

To get paid for your completed appointment, you need to commence and complete the appointment listed in the Phoenix Quick view page. Review this guide: Completing an appointment (Quick View)

Once you complete the appointment, it will move from the “Appointments not started” or “Appointments in Progress” section to the “Appointments recently completed” section of the Quick View page - Phoenix will then reconcile your account and email you a remittance summary (RCTI) of this on the 1st to the 6th of the following month.

When do I have to complete appointments by?

When you complete a session with a client, you are expected to use the Phoenix portal to complete the appointment in the Phoenix portal immediately after you finish the appointment with the client. All appointments must be completed in Phoenix within 7 days of the appointment occurring. This is to allow for the corresponding invoice to be generated and sent to Converge for payment, which you will receive in the following month.

Converge appointments are 50 minutes, plus 10 minutes of admin time which is to be used for completing the appointment, and rebooking the client in Phoenix. Your contract with Converge indicates that you have 7 working days to mark sessions as completed in the Phoenix portal. We strongly recommend you complete appointments as you go during the 10 minute admin time of your appointment.

When will I get paid for the sessions I have completed with Converge clients?

For sessions completed in Phoenix this month, the invoices generated will be paid by Converge the following month. This is the process we expect consultants to follow.

Example:
For sessions held in January 2025, if you complete the appointments in Phoenix by 31 January 2025, the invoices generated and sent to Converge will be paid to you in February 2025.

In the rare event you do miss completing appointments in Phoenix by the end of the same month, you are able to complete appointments in Phoenix up to the end of the following month. This will generate invoices for Converge to pay you the month after that.

Using the above example, for sessions held in January 2025, if you complete the appointments in Phoenix by the end of February 2025, the invoices generated and sent to Converge will be paid to you in March 2025.

Important

If you complete appointments in Phoenix later than the final day of the following month after the session was held, the corresponding invoice cannot be paid by Converge as it has missed our cut-off date. This means you will not be paid for sessions that fall into this scenario.

If you did not complete an appointment before the end of the same month, use these steps to complete appointments before the end of the following month:

Complete the appointment as normal - the appointment will appear in the “Appointments not started” or “Appointments in progress” section of the Phoenix quick view page.
Follow the normal guide to complete an appointment: Completing an appointment (Quick View)
If you can’t find the appointment listed, you may need to search for it in either the “Appointments in progress” or “Appointments not started” sections of the Phoenix quick view page: Use filter tool to search

Following is a breakdown of the cycle of an appointment and how a consultant gets paid.

Completed appointments in month A are reconciled into an RCTI invoice that is distributed in the first few days of month B and you have a period of time to dispute the RCTI or raise an issue. You are then paid in the second half of month B. See the timeline diagram below for more information:

RCTI and payments timeline

Last day of the month (month A)
Cut-off to complete sessions in the Phoenix portal is the final day of the month, but should be completed as you go throughout the month.

1st to 6th of the following month (month B)
Between these dates, Converge will send the RCTI which is a summary of all completed appointments and the total due payment.

1st to 12th (month B)
During these dates, once you receive the RCTI, you can raise any issues or disputes for correction.

23rd to the final date of the month (month B)
Payment is deposited into your nominated bank account.

While you are able to dispute a discrepancy from your RCTI from the 1st-12th of month B, you are not able to add appointments from the previous month to the RCTI from month A.

Any appointments from month A that are completed in Phoenix after the cut-off date (last day of month A) are reconciled in the next RCTI.

Your Recipient Created Tax Invoice (RCTI)

All Converge Associate Consultants will receive a Recipient Created Tax Invoice (RCTI) which includes an itemised list of payments.

The RCTI is an invoice that is generated by the actions you complete in the Phoenix portal (completing an appointment). The invoice is generated on your behalf by the Phoenix portal and is invoiced to Converge International. You receive the invoice and have a period of time to dispute any issues or errors in the RCTI before payment is made.

As shown in the What is the timeline for payment? section below, your RCTI (invoice) will be distributed to you between the 1st and 6th of the new calendar month.

If you are a Converge Partner and you require an itemised invoice with a list of appointments serviced, contact the Accounts Payable team (contact details are in the original email with the RCTI invoice).

You may also receive an automatically generated invoice at the end of the new calendar month (around the time of payment to your bank account). This invoice summarises the total to be paid to your bank account and is a payment summary only. For the itemised breakdown of your payment, refer to the RCTI sent between the 1st and 6th of the month.

For more information on how to read and understand your RCTI, view this guide: https://convergeintl.atlassian.net/wiki/spaces/ALL/pages/281214995

What if I forgot to add an appointment before the cut-off at the end of the month?

If you forget to add an appointment into Phoenix on any given month, you have up-to 7 working days from the original appointment to retrospectively add appointments to Phoenix, and complete them as per the instructions above, for guaranteed approval. Follow this guide: Retrospective appointments

Note

Any retrospective appointment added after the end of month cut-off date will be included in the next RCTI (invoice).

Who do I contact if there’s an issue?

If there’s a payment discrepancy, contact the accounts payable team (contact details are in the original email with the RCTI invoice).

Alternatively, view our support documents and search for an answer here or contact the User Support Team here and we can review your enquiry and if needed, we’ll partner with our accounts payable team to assist.

Need more help?

Raise a ticket with User Support here: www.convergeinternational.com.au/support

You can also view our Consultant Support Centre, where you can view all Phoenix support articles and search your question to view a related support article at www.convergeinternational.com.au/support then click Consultant Support Centre.

If you have feedback on this article, we’d love to hear from you - click here to provide feedback.

Billing and invoicing, RCTI explained