In addition to any guides that are published, and any published CGP polices, below are rebooking rules for Consultants with Open schedules.
Schedule information
As explained in this guide: SCHEDULE INFORMATION as a consultant with open schedule, you have a schedule that is specifically for use with customers originally booked into your open schedule. You may also have an ad hoc schedule with a different rate and is for use only with referrals made originally into that schedule type.
Referrals
Referrals made by the Customer Service team or Consultant Sourcing team are booked into your ad hoc schedule. Converge will send you a referral email for your consideration and for a capacity check. If you want to accept the referral, reply to the email and include the information they’ve requested. Do not raise a support ticket for 1st bookings.
Rebooking customers
Customers automatically referred into open schedule
Customers who are booked into your Open schedules can only be rebooked into the same Open schedule. They cannot be referred into your ad hoc schedule.
When rebooking customers, only use rebook with me option when rebooking, except for customers originally booked into your ad hoc schedule.
You should also refer customers to rebook themselves and manage their own appointments via the Online Booking portal. Their personalised registration information is included in all booking confirmation emails. This reduces the administration time you’ll need to manage customer bookings.
Customers who are referred to you by Converge CS or Sourcing team
Customers who are referred to you (see “Referrals” above) can only be rebooked into your ad hoc schedule times. Customers may have access to the Online Booking portal, however they cannot rebook themselves into ad hoc schedules as these are controlled by the consultant. onsultant.
EAP services format
EAP services are short-term, solutions based services. As such, it is not designed for long-term clinical care. Please ensure you are planing future appointments within the available allocation of appointments for the assist case and referring the customer where possible or when needed to external clinical or professional service.
Booking restrictions
Some assist cases are restricted with the amount of available appointments allocated per year (based on the contract start date) and some assist cases share appointment allocations across different issues (a single pool of appointment allocation).
Learn more here: Per annum, per product, per group services