Rebook (ad hoc associates) | User Support

This guide is for Converge associates who have an ad hoc only schedule. If you have an open telehealth schedule (including employees), please follow this guide Rebook (for partners & employee consultants)

When you are ready to book the customer for the next appointment, this guide will assist you with rebooking into your ad hoc schedule.

1. Access Phoenix

Access the Converge Phoenix app via login.convergeint.com and make sure you are on the Quick View page in the Phoenix app

2. Find the customer listed

On the Quick View page of the Phoenix app, find the customer.

If you’ve recently completed an appointment, the customer will be listed in the “Appointments recently completed” section
If you haven’t completed the most recent appointment, the customer’s current appointment may be listed in the “Appointments not started” or “Appointments in progress” section of the portal.
If you can’t find the customer, scroll to the “Appointments recently completed section and use the Search function to find them.

3. Select rebook

Once you find the customers' last or active appointment listed, click the Rebook button on the right side of the listing.

Then, on the pop-up window:

Review the sessions summary information
Click Continue to rebook if sessions are availableThen, on the pop-up window:
1. Review the sessions summary information
2. Click Continue to rebook if sessions are available

On the next screen, select Manual booking option

Do not select any other option unless instructed to.

4. Select work schedule

Next, you will be selecting the work schedule to apply the appointment to. This is important as the work schedule is linked to your agreed remuneration rate and clinical address (for in person appointments). Not selecting the correct schedule can result in payment disputes.

After selecting Manual booking, click Expand to select / update work schedule banner
Select the schedule which matches the available date and time and address. Ensure the calendar type is always Adhoc Note: you may have multiple schedules with different addresses - make sure the correct one is selected with the correct address (for in person appointments)

5. Confirm appointment details

Next, you will confirm the details of the appointment including time, date and modality.

Select the Modality option using the drop down menu. Select from In Person, Phone call or Video call (depending on your availability options)
Provide the date of the appointment by clicking the calendar icon in the Date of response field
Provide the time of the appointment. Note: The time provided is always in the Customer time zone
For the question Send client notifications, always select Yes which then sends the customer a copy of the booking confirmation and notifications if the modality, time or date changes.
If you selected Video Call as the modality of the appointment, select Team meeting for the Teleconference platform option. Do not select Zoom option. Converge only supports Microsoft Teams meetings for video call appointments. Learn more here: Video call modality
Confirm the date and time and if the customer is in a different time zone to you, you’ll see the conversion here Then, click Review bookings
On the next screen, you’ll see the summary of the booking information. Double check all the information is correct Under Client appointment attendance section, select Individual (or Couple or Family if applicable and eligible) Then, make sure Appointment confirmed is selected Then, click Finalise appointment button to complete the booking