This article will walk a Business Office Manager on what they need to do in the Collect Phase.
SOP: Manage the Collect Phase During the Collection Period
Objective
This SOP explains how to review and manage the collect phase in the collection period within Sunbound. It helps team members identify failed payments, complete leftover preview tasks, and monitor daily collection activity efficiently.
Key Steps
1. Open the Collect Phase in Private Pay 0:11
- From the Home screen, select Private Pay.
- Open the section for the current month’s collection period.
- Use this view to access the collect phase for the first part of the month.
2. Understand What Happens During the Collection Period 0:17
- The collection period typically covers the first 10 days of the month.
- During this time:
- Auto pay runs
- Operators handle failed payments
- Any leftover preview tasks are completed
- Use this phase to stay informed on payment activity rather than expecting a large task load.
3. Review Daily Collection Activity 0:24
- Check the dashboard to see what has been collected each day.
- Review any failed payments as they appear.
- Use this information to track progress and identify items that need follow-up.
4. Complete Any Leftover Preview Tasks 0:33
- Look for tasks flagged at the top of the collect phase.
- These are usually unfinished items from the preview stage.
- Complete these tasks before moving on to other payment follow-up items.
5. Identify and Review Failed Payments 0:50
- Check the failed payment list for issues such as:
- Insufficient funds
- Account not received
- Review the payer name and failure reason to determine the next action.
- Use the system prompts to understand what happened with each failed payment.
6. Open a Failed Payment and Choose the Next Action 1:01
- Click on the person with the failed payment.
- Review the available action options.
- Choose the most appropriate next step based on the situation.
7. Resolve the Failed Payment 1:09
- If the payer needs a reminder, resend the payment reminder.
- If the payer provided a new payment source, add a new payment method.
- If the payment was made offline, such as by check, mark it offline so it is recorded correctly.
8. Escalate When No Standard Option Applies 1:33
- If none of the available actions fit the situation, select Learn More.
- Contact Support directly for help with unusual payment statuses or exceptions.
- Use support guidance before making any manual workaround.
9. Monitor Scheduled and Due Payments 1:50
- Review payments that are due today or scheduled.
- Confirm the status of each payment as it moves through the cycle.
- Use this view to stay aware of what is expected to collect on each day.
10. Use the Collection View as a Daily Status Check 2:06
- Treat the collect phase as a passive monitoring tool.
- Use it to stay in the loop on what is being collected each day.
- If questions come up, review the Knowledge Base on the left-hand side or contact your Customer Success team.
Cautionary Notes
- Do not ignore failed payments; review them promptly so they do not remain unresolved.
- Make sure any offline payments are marked correctly to keep records accurate.
- If a payment issue is unclear, avoid guessing—use Learn More or contact Support.
- Complete leftover preview tasks before closing out the collect phase review.
Tips for Efficiency
- Check the collect phase early in the day during the first 10 days of the month.
- Focus first on any flagged preview tasks, then move to failed payments.
- Use the payer-specific prompts to quickly decide whether to resend a reminder, add a payment method, or mark a payment offline.
- Keep the Knowledge Base handy for quick reference when questions arise.
- Reach out to Customer Success only after reviewing the available in-app guidance.