Objective
Ensure accurate, consistent, and timely updates to student billing records in Playground while responding efficiently to billing inquiries from staff or parents.
Scope
This procedure applies to billing personnel responsible for maintaining student accounts and processing billing adjustments for all centers under Ms. Erica Burton’s management.
Responsibilities
• Billing VA (Brigette): Executes daily updates, responds to inquiries, and performs monthly audits.
• Billing Supervisor / Ms. Erica: Reviews escalated issues and authorizes complex adjustments.
• Marketing Team: Communicates active promotions or discounts affecting billing.
Log In to Playground
Use the approved password manager to access the Playground platform. Confirm successful login before proceeding.
Select the Correct Center
Choose the specific center you are updating. Confirm that you are in the correct account before making billing adjustments.
Navigate to the Billing Section
From the main dashboard, open the Billing tab to view student accounts, schedules, and charges.
Review Daily Scheduled Charges
Review the students with scheduled charges for the current day. Identify anomalies such as missing students, duplicate charges, or incorrect rates.
Verify Attendance
Cross-check attendance data against the billing list. Confirm that each student’s attendance matches the number of days or sessions being billed.
Update Charges
Make the necessary adjustments:
• Remove charges for students who have withdrawn or provided two weeks’ notice.
• Adjust billing for part-time, absence, or modified schedules.
• Apply active discounts or promotions, such as free-week or sibling discounts.
• Save each change before moving to the next record.
Save and Double-Check
Before closing the billing session:
• Confirm totals match expected figures.
• Ensure there are no duplicate or skipped entries.
• Log out securely after completing the review.
Respond to Inquiries
Step 1 — Check the Billing Inbox or Playground Chat for new inquiries.
Step 2 — Review the student’s billing history and active charges.
Step 3 — Confirm whether billing is in advance or after service.
Step 4 — Respond clearly and professionally within 24 hours.
Step 5 — Escalate complex cases, such as disputed balances or system issues, to the Billing Supervisor or Ms. Erica.
Step 6 — Record key communication points in the inquiry log or message thread.
Leave Account Notes
After completing a billing update or resolving an inquiry, add a note to the student’s account that includes:
• The change made
• The reason for the update
• The date and initials
Example: “Adjusted 10/14 billing – student absent all week (verified). – BKB”
Apply the Two-Week Notice Protocol
For students providing withdrawal notice:
Step 1 — Verify the final day of attendance.
Step 2 — Confirm the billing type (advance versus after service).
Step 3 — Stop billing after the final attendance date.
Step 4 — Document the update and notify the director.
Align Promotions and Flyers
Work with the Marketing Team to confirm that promotions and flyer-based offers are reflected in the Playground billing setup. Double-check each promotion’s start and end dates before applying it.
Conduct the Monthly Review
Step 1 — Perform a monthly billing audit for each center.
Step 2 — Identify and correct errors, duplicate entries, or missed discounts.
Step 3 — Submit a Monthly Billing Report to Ms. Erica Burton summarizing adjustments made, recurring issues, and process-improvement suggestions.
Step 4 — Update this SOP if new billing policies or Playground features are introduced.
Tools & Access
• Playground App: Billing and Attendance modules
• Email: Inquiries and confirmations
• Playground Chat: Internal communication
• Shared Drive: Audit reports and discrepancy logs.
Quality Standards
• Complete all billing updates daily before the end of business.
• Address all inquiries within 24 hours.
• Add notes for 100% of student-account changes.
• Complete the monthly audit by the fifth business day of each month.
Document Control
Review this SOP quarterly or whenever Playground billing features change. Store the latest version in SweetProcess → Billing → Playground Daily Billing Update and Inquiries and archive prior versions in the SOP Archive folder.