This article is a general overview of the updated operator portal. A great place to start for all new to the system.
SOP: Using Sunbound Operator v2 to Manage the Monthly Private Pay Cycle
Objective
This SOP explains how team members should use Sunbound Operator v2 to monitor the monthly payment cycle, resolve exceptions, update account statuses, and reduce off-system follow-up. The goal is to keep payment tasks centralized, accurate, and easy to track from preview through review.
Key Steps
1. Review the home screen to understand the current cycle stage 0:12
- Start on the home screen and identify what needs to be accomplished today.
- Check the cycle visibility at the top of the screen to understand where the community is in the monthly process.
- Use the home screen metrics to confirm whether the team is in preview, collect, or review.
- Review the tasks shown so you know what must be completed before moving to the next stage.
2. Use the inbox to resolve failed payments and other required tasks 1:27
- Open the Inbox to see items that require action to move the cycle forward.
- Select a failed payment record, such as a resident with an insufficient funds issue.
- Review the system prompt and choose the appropriate next step:
- Send a reminder email.
- Update the payment method if the resident’s information changed.
- Mark the payment as completed outside the system if it was paid by check.
- If none of the options apply, use Learn More to contact support from inside the system.
3. Review and clear billing exceptions before continuing the cycle 2:24
- Open Billing Exceptions to review items flagged by the system.
- Compare the statement data against the monthly records and verify any outliers.
- Investigate missing charges or unusual balances to confirm whether the data is correct.
- Update the record with the correct reason when needed, such as:
- Level of care change
- Move out
- Pending
- Other
- Enter the correct amount and add notes if additional context is needed before completing the task.
4. Complete move-in, move-out, and account setup tasks 3:10
- Review flagged move-ins and move-outs to ensure payment details are complete.
- Confirm the correct payment method and contact information are entered.
- Check Account Setup tasks to make sure new residents are added properly in both the EHR and Sunbound.
- Complete setup promptly so the resident is included in the correct payment cycle.
5. Monitor the private pay view for cycle progress and outstanding work 3:46
- Open the Private Pay section to see the current cycle status.
- Review how much money has been collected for the month.
- Check for remaining failed payments and scheduled future payments.
- Use the daily tracking view to identify unresolved tasks that still need action.
6. Update resident accounts when payments are received offline 4:11
- Go to the Accounts page to manage individual resident records.
- Find the resident who paid by check or another offline method.
- Select the three-dot menu next to the resident’s name.
- Choose Paid via check and save/update the record.
- Do this as soon as the check is received so Sunbound stops sending follow-up reminders.
7. Deactivate accounts when a resident passes away or moves out 4:56
- Use the Accounts page to identify residents who should no longer be billed.
- Open the resident’s three-dot menu.
- Select Deactivate account when the resident has passed away or moved out.
- Use this action to stop future payment attempts and keep billing records accurate.
8. Adjust balances for interim changes and special cases 5:16
- Select the resident whose balance needs to be corrected.
- Choose whether to:
- Collect the full amount
- Update the balance
- Mark as paid via check
- Zero out the balance
- Mark as other with a note
- Enter the reason and any supporting notes so the system can update the balance correctly.
- Use this workflow instead of sending extra emails or making phone calls.
9. Continue using the left-side navigation for payments, transactions, and reports 5:44
- Use the Payments section to track move-ins and collect payments for applicable residents.
- Review Transactions to confirm payment activity and use available filters as needed.
- Open Reports to access the auto pay preview report.
- If needed, pull the full report for a separate review process.
- Use the Knowledge Base on the left side for additional guidance and future updates.
Cautionary Notes
- Do not leave failed payments unresolved; they will continue to appear in the system until action is taken.
- Verify the reason before updating a billing exception to avoid incorrect balance changes.
- Deactivate accounts only when appropriate (for example, death or move-out) to prevent billing errors.
- Update offline payments immediately so residents are not contacted unnecessarily.
- Add notes whenever you change a balance so the team has a clear audit trail.
Tips for Efficiency
- Handle exceptions directly in Sunbound instead of using separate emails or phone calls.
- Check the Inbox daily so issues are resolved before they delay the cycle.
- Update paid-by-check records as soon as the check is received.
- Use the three-dot menu on the Accounts page for the fastest account updates.
- Review the home screen first each day to prioritize the most urgent tasks.
- Use the Knowledge Base when you need clarification before escalating to support.