Rebooking for Converge Partners

Owned by Jessica
Last updated: Jul 23, 2024 by Paulo
5 min read

This article guides you through adding an appointment to an Open calendar for Converge Partners. These times have been confirmed with Converge as part of your contract variation.

When you agree to accept Open Partner 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 “Open” Partner calendar.

This guide provides additional information and context to the differences between Partner 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 Partner differences

As confirmed when you agreed to accept Open Partner bookings, you have two remuneration rates:

  • Adhoc (referred clients)

  • Partner “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.

Partner clients are automatically booked into your Partner “Open” schedule - a schedule you have indicated to converge that will be open for our clients only.

For this reason, your Partner “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.

Changing a Partner client to an Adhoc client

There are some circumstances where a client who was originally booked as Open Partner 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 Partner client to be rebooked into an Adhoc schedule (with a different remuneration rate):

  • High risk clients requiring urgent appointment.

  • Clients insisting on an appointment day/time not available in your Open Partner schedule.

Converge does audit consultants with both Partner (Open) and Adhoc schedules to ensure compliance to these rules are adhered to. If you are unsure or need help, contact User Support at http://www.convergeinternational.com.au/suppport/consultant

 

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 clients' 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 clients' 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 client session summary

Next, a pop-up will appear where you can review information before continuing.

  1. Review the client session summary and the available session count.

  2. Click “Continue to Rebook”

If the client does not have enough sessions remaining, you can request extra sessions. View this guide on Extra Sessions for more information: https://convergeintl.atlassian.net/plugins/servlet/servicedesk/customer/confluence/shim/spaces/ALL/pages/108363819

 

 

Step 3: Select booking approach

As a Partner 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.

  1. Tick the date selection option

  2. Enter a time range for slots you want to search

  3. Select the start date and end date of the search range

  4. Confirm the modality of the appointment

    1. Select Phone Call or Video Call or In Person

  5. Click Search for availability

 

Please note- you should always be booking into the client's time zone; the system will auto correct it to your time zone in your calendar.

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.

 

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 client is in a different time zone, you’ll see the conversion here.

  1. Review the appointment information and time (plus time zones if applicable)

  2. Scroll down and confirm the attendance option.

  3. Click Appointment confirmed if the information above is correct.

  4. 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:

Head to the Consultant Support Centre to view all support articles or to Contact User Support team by raising a support ticket http://www.convergeinternational.com.au/support

 Rebooking into ADHOC schedule:

Rebook an existing client: Ad-hoc Associates