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).

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

How am I renumerated for work completed?

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: https://convergeintl.atlassian.net/wiki/spaces/ALL/pages/105906216

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 commence the appointment and document the client outcomes. We strongly recommend you commence and complete the appointment in the Phoenix portal immediately after you finish the appointment with the client.

With the above in mind, you may choose to defer your allocated 10 minutes admin time to later in the day or week - either way, complete all appointments in the Quick View page as soon as possible and no later than the final day of the month.

Your Recipient Created Tax Invoice (RCTI)

All converge consultants (except Converge Employees and Converge Partners) 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).

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

What is the timeline for payment?

As mentioned in “When do I have to complete appointments by” section above, you should complete appointments as you go, so you have enough time to request support from the User Support team if there’s any issue with completing sessions in the Phoenix portal.

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:

Open

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.

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

As mentioned in previous sections, we recommend you mark sessions as completed in the Phoenix portal as you go using the 10 minutes admin time allocated for each session. If you forget to add an appointment, you have up-to 7 working days to retrospectively add appointments to Phoenix for guaranteed approval.

If you forgot to add an appointment from the previous month:

• You can still add retrospective appointments into Phoenix (up-to 7 days from the original appointment date) - follow this guide: https://convergeintl.atlassian.net/wiki/spaces/ALL/pages/274464786

If you forgot to complete an appointment before the end of month cut-off date:

• You can 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.

• You can follow the normal guide to complete an appointment:

• 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:

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.

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