Managing your appointments and timekeeping

Converge International sets the expectation with you, the Consultant around our timeliness expectations for managing your appointment session duration, tardiness, and administrative tasks required for managing your appointments in the Phoenix portal. When onboarded with Converge International, this information is provided to you as part of your mandatory induction and supporting documentation.

Session duration

Open

The duration of your session is set at 60 minutes, which comprises of 10 minutes admin time at the end of the session - which provides you with enough time to manage the client in Phoenix (marking the appointment as completed and/or rebooking the client for their next session).

Tardiness

Should you be running late, you need to make contact with the customer at your earliest opportunity to advise them of this. If your lateness exceeds 10 minutes, you are expected to contact the customer and rebook for an alternative time and/or date.

Continued tardiness will be noted and may be referred to a Clinical Manager or the People team at Converge for review of your contract. You are expected to be available and ready at the start of the session time.

If you are unwell

If you are unwell, you need to follow this guide and notify Converge at your earliest opportunity so we can quickly communicate this with our customers and re-book appointments as needed: If you are unwell and require schedule block

Managing appointments

As a Converge Consultant, Employee, Partner or Associate, you are expected to complete appointments during your 10 min admin time, which ensures you are adding relevant appointment data in a timely manner and so we can accurately invoice Client Organisations of Converge. If you are unable to complete the appointment within the 10 min admin time, you’ll need to complete it within 7 days of the appointment occurrence otherwise Converge has the right to withhold payment. For Employees, you are expected to mark appointments as complete during your same 10 min admin period or by end of day each day.

If you have an Open “Telehealth” schedule, the customer can also rebook themselves using the Online Booking portal. Their organisation (registration) code and Online Booking portal link are included in all booking confirmation emails that are sent to them.

If you need help with using the Phoenix portal, or for troubleshooting support, contact the User Support team at convergeinternational.com.au/consultant where you can view our extensive guides for self-help, or raise a priority support ticket.