When you agree to accept Telehealth bookings (which are booked into your “Open” schedule) from Converge International, and you need to rebook the client you are expected to rebook them into your Telehealth (Open) schedule and continue seeing them at the agreed Telehealth (Open) rate for the entirety of their Telehealth appointments with you.
In the instance you have agreed with the client to see them outside of your Telehealth (Open) schedule, you still must continue seeing them at the Telehealth (Open) schedule rate, so this instance is agreed upon at your discretion. In this instance you will not be able to use the “Rebook with me” feature and will need to rely on the Manual booking option. For this instance, you can use this guide to book your client manually into your Telehealth (Open) schedule to connect the appointment to the correct rate.
Please note- the only exception to rebook Telehealth (Open) clients into your Adhoc schedule, is if they are wanting an ‘in person’ appointment with you or are extremely high risk and cannot wait until your next available Telehealth (Open) slot (if they are extremely high risk, we recommend you advise them to call the Centre to be booked with a crisis counselor immediately).
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' last appointment on the Quick View page then click the green “Commence” 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.
Review the client session summary and the available session count.
Click “Continue to Rebook”
If the client does not have enough sessions remaining, you can request extra sessions. Find out more here https://convergeintl.atlassian.net/plugins/servlet/servicedesk/customer/confluence/shim/spaces/ALL/pages/108363819
Step 3: Select booking approach
If wanting to see a client outside of your Telehealth (Open) schedule, select the Manual booking option.
Note: Manual booking option overrides all rules for appointments already booked (this can cause double bookings), leave and modality preferences. Ensure you review your calendar and leave break section first for availability before manually inserting an appointment using manual booking.
Step 4: Select a work schedule
After selecting manual in the last step, the booking window will expand to show options for your rebooking.
Before continuing, click the “Expand to select / Update work schedule” banner (teal colored banner) to reveal your work schedule.
Next, select an “Open” schedule (it does not matter if the desired appointment day is not available in the “Open” schedule) by clicking the circle button to the right of the word “Available” to confirm the schedule.
By selecting an “Open” schedule you have connected to the correct Telehealth (Open) rate, which you had agreed to when accepting the referral initially and must continue seeing them at this rate for the entirety of their Converge Telehealth appointments with you.
You may also have an “Adhoc” and “Rapid Response” work schedule and these may be visible at this step. Make sure you only apply an appointment to the “Open” schedule (see image above) in the “Calendar Type” Column.
Step 5: Complete booking details
Next, select the:
Modality,
Date of Response (the date of the appointment),
Starting Time (in the clients' time zone)
Send Client Notification options (select Yes unless you have your own notification system).
For Video Call modality, select Microsoft Teams meeting only.
Then, click the blue button “Review Bookings” to continue.
For Video call appointments: For an automatic meeting link to be generated, select Teams (no login or app required to use - we will send you and the client the meeting link). Or select Zoom. If you select zoom, you’ll need to create a zoom meeting and email the client the meeting link seperately.
The time entered is in the clients' time zone.
After entering the details of the appointment, you’ll be able to review the appointment time, including a time zone conversion between you and the client.
Next, click the “Review bookings” button to proceed to the last step.
If you see this error, it means you have not selected the schedule. Please repeat step 4.
Step 6: Review Booking
After clicking Review Bookings button on the previous step, you’ll be presented with a review bookings screen.
Review the booking information and if not correct, click the “Back” button at the bottom left of the review window.
In the “Client Appointment Attendance” section, select the attendance option that best matches the upcoming session. This is usually Individual.
Leave “Appointment Confirmed” selected.
Click “Finalise Appointment” button to complete the booking process.
