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.
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. 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.
Tick the date selection option
Enter a time range for slots you want to search
Select the start date and end date of the search range
Confirm the modality of the appointment
Select Phone Call or Video Call or In Person
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.
If you haven’t found an appropriate time or date, adjust the search parameters or modality options.
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.
Review the appointment information and time (plus time zones if applicable)
Scroll down and confirm the attendance option.
Click Appointment confirmed if the information above is correct.
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.
If rebooking a video call appointment, the Microsoft Teams link for the appointment will be sent to you and the client in the appointment confirmation email. You will need to ensure to keep the appointment confirmation email to find the link and join before the appointment begins.
If you cannot find the email with the link, please lodge a Phoenix Support ticket via http://www.convergeinternational.com.au/consultants and the team will show you how to obtain your link another way.
Next steps:
After rebooking, you might find these guides helpful:
https://convergeintl.atlassian.net/plugins/servlet/servicedesk/customer/confluence/shim/spaces/ALL/pages/108363834 - Remember that Telehealth calls must always be using the Teams platform
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