Purpose
To establish a standardized process for transferring delinquent parent accounts from Brightwheel to ScalePilot for collections while ensuring all account information and supporting documentation are accurately recorded.
Scope
This procedure applies to all staff responsible for managing unpaid tuition balances and preparing delinquent accounts for collections.
Responsibilities
The Billing Specialist is responsible for:
Reviewing unpaid balances in Brightwheel.
Verifying parent information and account documentation.
Creating or updating parent contacts in ScalePilot.
Assigning collection accounts.
Applying collection credits in Brightwheel.
Documenting all actions taken.
Step 1 – Review Delinquent Accounts in Brightwheel
Log in to Brightwheel.
Navigate to: Billing → Unpaid Balances
Review the list of students with outstanding balances.
For each student, record: Student Name, Parent Name, Balance Due, Billing Period (Month/Year), Total Amount Owed.
Quick Tip: In Brightwheel, students with outstanding balances are highlighted in RED.
Step 2 – Verify Parent Information
Open the student’s profile. Verify parent’s full name, phone number, email address.
Step 3 – Review Documentation
Step 4 – Update the Account in ScalePilot
Log in to ScalePilot → Contacts → Search for the parent.
If the parent already exists: Open the contact. Change Assigned User to Rezin. Change Followed User to James E.
If the parent does not exist: Create New Contact with Parent Name, Phone, Email. Save. Assigned User: Rezin. Followed User: James E.
Step 5 – Add Collection Notes in ScalePilot
Within the parent’s contact record, add a note including: Date transferred, Outstanding balance, Billing period, Whether documentation is attached/reviewed.
Step 7 – Quality Control Checklist
Before completing the transfer, verify: student account reviewed; parent info accurate; documentation reviewed; parent exists in ScalePilot; contact assigned to Rezin; collection note added; Brightwheel credit applied; notes entered; amount matches unpaid balance.
Exceptions
Do NOT move to collections if: pending payment arrangement; refund processing; billing adjustments pending; balance under review; management hold. Consult Billing Manager or Owner/Director first.
Documentation Requirements
Maintain Brightwheel notes, ScalePilot notes, transfer date, outstanding balance, staff responsible, supporting billing docs.
Step 8 – Update the Collections Tracker
After transfer, update the Collections Tracker with parent entry, accurate contact info, amount owed matching Brightwheel, brief documentation note. Save immediately.
Source: SweetProcess DOCX export (Drive pack). Migrated to Eniston category Allied. Do not treat as dual source of truth with SweetProcess.
Step 6 – Apply Collection Credit in Brightwheel
Return to Brightwheel → Billing → Add Action → Add Credit. Credit Amount = full balance transferred. Reason: Move to Collections. Notes: staff name, date, confirmation transferred.
Before moving the account to collections, always review the student’s account for documentation. Check for: previous billing notes, payment arrangements, emails, parent communications, refund requests, credits applied, collection notes, other supporting documents.
Important: Never move an account to collections without first reviewing all available documentation.
Required Systems
Brightwheel
ScalePilot