This article will walk through the community team on how to take Move In or Deposit payments directly from the portal.
SOP: Collecting Deposits and Managing Move-Ins for New Potential Residents
Objective
This SOP explains how to collect a deposit or first payment for a prospective resident, capture the required payer details, and track payment status through completion. It also outlines how to resend, cancel, and monitor payment requests for new move-ins.
Key Steps
1. Open the payment collection workflow 0:09
- From the right-hand side menu, select Actions.
- Click Collect Payment.
- Enter the amount you are collecting.
- Confirm the community auto-populates correctly before proceeding.
2. Enter resident and payment details 0:19
- Add the resident’s name.
- Enter what the payment is for (for example: deposit, move-in fee, or first payment).
- Use the note field to provide clear context for the corporate team, since they will record the payment in the EHR.
- Make sure the information is accurate and complete before moving forward.
3. Mark new move-ins within 30 days 0:39
- If the resident is expected to move in within the next 30 days, check the designated box.
- This triggers support outreach to assist with the move-in process.
- If the move-in is not within 30 days, leave the box unchecked.
- Select Next to continue.
4. Enter payer contact information 0:56
- Enter the payer’s name.
- Confirm the payer is the person responsible for the bill or first payment.
- Add the payer’s email address.
- Add the payer’s phone number.
- Verify the contact details carefully, since the payer will receive the invite and receipt.
5. Choose how the payment will be completed 1:22
- Select Pay Now if the payer is present and ready to complete the transaction immediately.
- Use this option when the payer has their payment method available and wants to process the payment in person.
- Select Send to Pay if the payer needs time to review, gather banking information, or discuss with another family member.
- This sends a payment link and receipt to the email address on file.
- Choose the option that best matches the payer’s situation before submitting.
6. Track payment status in the Payments section 1:54
- Go to the Payments section on the left-hand side to monitor the request.
- Review the payment status line item to see whether it is unpaid or paid.
- Use this area to follow up on outstanding payments and keep a running record of activity.
7. Manage outstanding payment requests 2:08
- Select the payment line item if action is needed.
- Choose Cancel if the payer decides not to proceed.
- Choose Resend if the payer cannot find the original email.
- Use these options to keep the payment process moving without starting over.
8. Confirm payment completion and receipts 2:19
- Watch for the status to update in real time from unpaid to paid.
- Once payment is completed, an email receipt is sent to you.
- The family member or payer also receives a receipt.
- Use the updated status and receipts to confirm the transaction is complete.
Cautionary Notes
- Ensure the resident name, payer name, and payment purpose are entered correctly before sending or processing payment.
- Double-check the email address and phone number because these are used for the payment invite and receipt delivery.
- Only check the new move-in within 30 days box when the move-in timeline is accurate.
- If a payment is canceled, confirm whether a new request needs to be created or resent.
- Corporate teams rely on the note field for EHR recording, so keep notes clear and specific.
Tips for Efficiency
- Use Send to Pay when the payer is not present to avoid delaying the process.
- Use Pay Now when the payer is available to complete the transaction immediately.
- Check payment status in the Payments section regularly to reduce follow-up delays.
- Resend the payment link quickly if the payer reports not receiving the email.
- Keep notes concise but informative so corporate teams can record the payment without additional clarification.