Duke E-Bill Monitoring and Communication Process

Objective

To define the process for monitoring Duke E-Bill submissions, validating received and processed counts in the Duke Monitoring System, and ensuring accurate communication with clients.

Process Overview

1. Email from Duke

• Duke sends E-Bill count emails every day except Sunday and Monday.
• Typical delivery times: 5:00 AM EST and 5:30 AM EST.
• Each email includes the number of bills sent for the batch date.
• Batch date refers to yesterday’s bills, which are verified against today’s date.

 
 

2. Initial Validation

1. Log in to the Duke Monitoring System: Duke Monitoring System 
2. Compare the counts from Duke’s email with the bills received in the system.
3. Bill types mapping:
   • Paperless PDF → PDF
   • Paperless PDF (Multiple) → Consolidated
   • Paperless with Link → Link
4. Sometimes Duke sends E-Bills slowly → continue monitoring until processing begins.
5. Once the counts are confirmed, send an email to Duke.
6. If differences exist → highlight them in the email.

Note: Mismatches between Duke Sent and MB Received are not an issue on MB’s side.

Mail to be sent after verification

3. Processing Timeline

• Bills begin processing after 8:00 AM EST.
• Between 5:00–8:00 AM EST, continue monitoring emails and the system until processing starts.

4. Post-Processing Checks

• After processing completes, validate:
  • Paperless with Link should appear two times in fields.
  • Ensure all counts match.
• If no errors → process is considered successful.
• If errors appear:
  • Those records will not process.
  • Escalate to the Support Development Team.

Example post-processing view:

Once verification is complete, send the confirmation mail as shown below:

Response Templates

Use the following templates after verifying counts and processing results.

Difference in Counts (Before Processing Complete)

Hello Duke Team,

We have received the count below and will update you once processing is complete at Convey’s end.

There is difference in PDF, * PDF bill not received.

	Duke count	MB Received	Difference
Batch Date
Link
PDF
Consolidation
Total

Regards,

Difference in Counts (After Processing Complete)

Hello Duke Team, 

Below is the latest EBILL information showing what we have received and the processing results:

All E-Bills except * PDF bill were successfully received and processed by Convey

	Duke count	MB Received	MB Sent	Errors
Batch Date
Link
PDF
Consolidation
Total
Difference

Regards,
 

When you don’t see difference (Before Processing):

Hello Duke Team,

We have received the count below and will update you once processing is complete at Convey’s end.

	Duke count	MB Received
Batch Date
Link
PDF
Consolidation
Total

Regards,

When you don’t see difference (After Processing):

Hello Duke Team, 

Below is the latest EBILL information showing what we have received and the processing results:

All E-Bills were successfully received and processed by Convey.

	Duke count	MB Received	MB Sent	Errors
Batch Date
Link
PDF
Consolidation
Total
Difference

Regards,