You can view the status of an extra sessions request to see if it's pending, approved or declined. You can also view the extra sessions request history for your clients' Assist case.
An extra sessions request takes up-to 8 working days for an outcome to be determined by the clients' organisation. Do not email the User Support team to ask about the status of an extra sessions request unless 8 working days has passed and you have not received an outcome email for the request.
Do not at any stage recommend, suggest, commence or schedule the next session with your client until the review processes has been completed and an outcome has been determined, as your request may require further information or be declined. See “Next steps” section at the bottom of this article for more information.
Step 1: Complete an extra sessions request in Quick View
You’ll need to make sure you’ve submitted an extra sessions request in Quick View first. After submitting, proceed with step 2.
Learn how to request extra sessions in Quick View here: Request extra sessions
Step 2: Navigate to the clients' assist case (via Quick View)
Next, find the client in the “Recently completed” section of Quick View (any appointment). Then click the Appointment button on the left side (APP-XXXXX) - this will take you to the detailed appointment screen in Classic View.
If you cannot find the client in your recently completed section, they may be on another page. There’s a page number selector on the right side of the “Recently Completed” section (top right).
Alternatively, you can also search using the filter tool - learn more here: https://convergeintl.atlassian.net/plugins/servlet/servicedesk/customer/confluence/shim/spaces/PHX/pages/101384213
Then, below the task filter section follow the steps:
Below the task filter list section, click “Case details” sub tab
Then click “Extra sessions” from the sub-menu below that
Then select either Outstanding Request (for pending requests) or “Extra sessions request history” for historical request status'.
Note: You can also view an extra sessions submission from the Pulse notes on the right of the appointment detail screen.
If you have submitted your Extra Sessions request and don’t see it reflected in the Pulse notes section, refresh your web-browser.
Next Steps
If you have a query about an extra sessions request, do not contact Converge within 8 working days from your original submission (13 days when a clinical review is required).
If after 8 working days you have not received an outcome email and you there’s no status update in the Phoenix portal (from the steps in this article), contact the extra sessions team at extrasessions@convergeintl.com.au