This article will walk through a Business Office Manager on how to add a resident to the Sunbound Portal.
SOP: Create a New Resident Account in the Sunbound Operator Portal
Objective
This SOP explains how to create and verify a new resident account in the Sunbound operator portal for newly admitted residents. It ensures the resident is linked to the EHR when possible, the payer contact is captured correctly, and the account is ready for statements and payment setup.
Key Steps
1. Open the Create Account workflow 0:18
- In the operator portal, navigate to the right-hand side of the screen.
- Select Actions.
- Click Create Account to begin the resident account setup process.
- Enter the resident’s name when prompted.
2. Search and match the resident to the EHR 0:27
- Click Next after entering the resident’s name.
- Allow the system to search the EHR for a matching resident record.
- If a direct match appears, select it to link the Sunbound account to the EHR record.
- Linking the records helps ensure future statements and charges can be matched back into the EHR.
3. Continue if no match is found 0:50
- If the resident does not appear in the search results, click Continue.
- Proceed with account creation even if the EHR match is not available in the demo or if no direct match is found.
4. Enter payer information 0:56
- Enter the payer’s name for the person responsible for the monthly bill or statement.
- If the resident is responsible for their own billing, enter the resident’s name as the payer.
- Add the payer’s email address.
- Add the payer’s phone number.
- Make sure contact details are accurate so Sunbound can send statements and follow up about payment issues.
5. Review and confirm the account details 1:21
- Click Next after entering all required payer information.
- Review the summary screen carefully to confirm all details are correct.
- Use the edit/pencil icons to make corrections if needed.
- If the information is incorrect or incomplete, restart the process before submitting.
6. Create the account and send the portal invite 1:35
- Once all information is verified, click Create Account.
- Confirm that the portal invite is sent to the payer/resident.
- The invite allows the user to access their portal account, set up payment methods, choose an auto-pay date, and receive monthly statements.
7. Add any payment collected during admissions 2:00
- If payment was collected during admissions, enter it into the account immediately.
- Recording the payment right away helps avoid tracking it down later.
- If no payment was collected, continue to the next step without adding one.
8. Refresh and verify the account appears 2:09
- Refresh the page or navigate back to the accounts list.
- Confirm the new resident account appears on the Accounts page.
- Verify the account is available for future billing and statement processing.
Cautionary Notes
- Do not skip the EHR search if the resident has already been entered there; linking records prevents duplicate work later.
- Always verify payer contact information before creating the account to avoid failed statement delivery or missed payment follow-up.
- Double-check the summary screen before final submission, since errors may require restarting the workflow.
- If payment was collected at admission, enter it immediately to prevent reconciliation issues later.
Tips for Efficiency
- Have the resident’s full legal name, payer name, email, and phone number ready before starting.
- Use the EHR match whenever possible to reduce downstream billing and statement reconciliation work.
- If you need to correct multiple fields, it may be faster to restart the workflow rather than editing several entries one by one.
- After creating the account, refresh once and confirm it appears in the accounts list before moving on to the next resident.