This article will walk the community team on how to view a variety of items inside a resident account. Amount due, payment details, and payers.
SOP: Review Resident Accounts in the Sunbound Operator Portal
Objective
This SOP explains how to locate, review, and manage resident accounts in the Sunbound operator portal. It helps team members quickly assess balances, payer information, and available account actions while knowing when to escalate questions to support.
Key Steps
1. Open the Accounts tab in the operator portal 0:00
- Log in to the Sunbound operator portal.
- From the left-hand navigation menu, select Accounts.
- Use this area as the starting point for reviewing resident account information.
2. Search for the resident account 0:14
- Once the Accounts page loads, locate the resident you need to review.
- Use the Filter button to search for a specific resident.
- If needed, browse the resident list in alphabetical order directly on the page.
3. Open the resident record for review 0:29
- Select the resident you want to review.
- A details panel will open on the right-hand side of the screen.
- Review the resident-specific account information displayed in that panel.
4. Review the resident’s balance and payer information 0:40
- Check the resident’s open balance and due date.
- Review the main payers associated with the account.
- If needed, collect the outstanding amount directly from the resident’s page.
5. Manage payers and payment methods 1:00
- Add a new payer if one is requested.
- Add or update payment methods as needed.
- Edit existing payers if their information needs to change.
- Deactivate payers only when they no longer need to remain on the account.
6. Review account details and deactivation status 1:20
- Use the Details option in the top-right corner to review additional account information.
- Confirm whether the account can be deactivated.
- Note that an account cannot be deactivated if there is still an outstanding balance.
7. Use additional account actions when appropriate 1:28
- Select the three-dot menu next to the Collect button for additional actions.
- Available actions may include:
- Marking the resident as paid by check
- Zeroing out the balance for the month
- Submitting a special request to Sunbound
- Use these actions only when they match the resident’s account situation and internal process.
8. Use the Review Accounts page and escalate questions when needed 1:41
- Use the Review Accounts page regularly to understand the current status of each resident account.
- Refer to the Knowledge Base for additional guidance or process support.
- Contact Sunbound Support if you need help resolving account questions or unusual situations.
Cautionary Notes
- Do not attempt to deactivate a resident account if there is still an open balance.
- Verify resident identity and account details before making changes to payers, payment methods, or balances.
- Use special actions such as zeroing out a balance or marking paid by check only when appropriate and approved by your process.
- If account information appears unclear or inconsistent, pause and consult the Knowledge Base or Sunbound Support before proceeding.
Tips for Efficiency
- Use the filter/search function first when looking for a resident to save time.
- Review the right-side details panel immediately after selecting a resident to quickly assess balance and payer status.
- Keep the Review Accounts page as a routine checkpoint for monitoring account activity.
- Use the Knowledge Base before reaching out to support for faster self-service resolution when possible.