Position Summary
The Family Enrollment & Billing Specialist oversees all parent onboarding, Brightwheel account setup, billing profiles, tuition invoicing, and payment tracking for hundreds of families across multiple Robots & Mentors program sites. This role ensures smooth communication with parents, accurate billing, and real-time revenue reporting.
The Specialist is the front-line support for families and plays a critical role in financial operations, CCIS subsidy alignment, and keeping all accounts current.
Key Responsibilities
Family Onboarding
- Manage all new family intake steps from acceptance to full enrollment.
- Create and activate Brightwheel family accounts.
- Guide parents through app setup, student profiles, and attendance procedures.
- Ensure all required forms are collected (emergency contacts, health records, etc.).
Billing & Tuition Management
- Set up billing profiles for all new families in Brightwheel.
- Generate weekly/monthly invoices based on program schedules.
- Track, record, and reconcile payments for 200–300 families.
- Manage auto-pay enrollment, declined payments, and failed transactions.
- Handle payment plans, credits, adjustments, and refunds.
- Process and track CCIS subsidy attendance and reimbursement reporting.
Parent Communication
- Respond to parent billing questions with speed and professionalism.
- Send reminders for overdue accounts.
- Provide onboarding support for families unfamiliar with digital billing tools.
- Maintain high-quality customer service and quick response times.
Revenue Reporting
- Maintain a master payment tracker for all families.
- Provide weekly revenue reports to leadership on:
- Total collected
- Outstanding balances
- Subsidy reimbursement status
- Expiring subsidy paperwork
- Collection concerns
- Identify trends, risks, and families needing follow-up.
Systems & Documentation
- Maintain clean, accurate digital records for all billing and enrollment interactions.
- Update SOPs for billing, onboarding, and communication workflows.
- Maintain the Brightwheel billing system with 100% accuracy.
Qualifications
- 1–3 years of experience in enrollment, billing, family-services administration, or school operations.
- High School or Equivalent required
- Strong technical skills with billing platforms (Brightwheel, Procare, or similar).
- Excellent communication and customer service skills.
- Extremely organized, able to manage large volumes of families/data.
- Experience with childcare subsidy systems (CCIS/ELRC) is a plus.