Collections Workflows
We have list's that CE gets weekly that show payments that were declined or had a credit card issue. (rpt_client_aaha_installment_payments_overdue & Unpaid Invoices) Going forward we will create a ticket for each of these payment issues.
The rpt_client list is received in HubSpot and the Unpaid Invoices are a report that is ran monthly.
Assign the rpt_client list to Liana Jensen.
Liana Jensen will run the Unpaid Invoice report.
Utilizing these lists create a ticket for each payment issue:
Step 1:
Use the create ticket workflow, https://app.hubspot.com/knowledge/24051120/insights/article/156504009553/performance
Ticket Name: Collections - (clinic/individual name)
Ticket Description: Unpaid AAHA Invoice
Source: Email
Contact: Clinic email or individual email
Notes: Person who creates ticket will put the specifics regarding the collections here
Step 2:
Ticket is assigned (either Liana Jensen or Wendy Ringie)
Once the tickets have been assigned, here are the steps for the Customer Engagement Specialist to complete:
Step 1:
Pull up the record in Netforum, confirm the payment is still due
Step 2:
Call or email the clinic/individual to advise payment is past due.
If sending an email, use the template labeled "Collections"!
Step 3:
Move ticket to "Waiting on Contact" and follow up weekly until payment is made.
After 2 months of follow ups:
**A certified letter will be sent to the clinic/individual