This article will walk a Business Office Manager how to update Balances in the Operator Portal.
SOP: Updating Resident Balances in the Sunbound Operator Portal
Objective
This SOP explains how to review, update, and resolve resident balance issues in the Sunbound operator portal. It covers both task-based updates during the billing preview phase and manual balance updates from the Accounts page after statements have been sent.
Key Steps
1. Review balance-related tasks on the homepage 0:00
- Log in to the Sunbound operator portal.
- On the homepage, review the task list shown for your current phase.
- Look specifically under Billing Exceptions for residents whose statements need attention due to:
- A recent payment
- A change in balance
- No balance or charges for the month
2. Open a Billing Exception task and determine the correct action 0:37
- Click a resident task under Billing Exceptions.
- Review the reason the resident was flagged.
- Confirm whether the resident should have a balance for the current billing cycle.
- Use the task details to decide whether to:
- Update the balance amount
- Confirm that no balance should be sent
3. Update the balance or confirm the balance is correct 0:57
- If the resident should have a balance, update the reason for the change.
- Enter the new balance amount in the provided field.
- Example action:
- Reason: credit was added after statements were created
- New amount: $5,000
- Click Complete Task to submit the update.
- If the resident truly has no balance due, select Balance is correct and then click Complete Task.
4. Use the Accounts page for post-preview or missed balance updates 1:32
- If the preview period has passed, or if a resident’s balance changed after statements were sent, go to the Accounts page from the left-hand navigation.
- Review the list of open balances.
- Select the resident whose balance needs to be updated.
- Use this method if the resident was not listed in the Billing Exceptions task list.
5. Submit a balance change request from the resident account 2:04
- On the resident’s account, locate the action options to the right of the Collect button.
- Choose Other if the balance needs to be changed to a different amount.
- Enter a clear note such as: Please update balance to $7000.
- Click Send to Sunbound.
- This creates a support ticket for the Sunbound team to update the resident’s balance.
6. Use alternate balance actions when applicable 2:43
- If the resident paid by check, select Paid by Check.
- If the resident moved out or passed away and no balance is owed, select Zero Out Balance.
- Use the option that best matches the resident’s current account status to avoid incorrect billing.
7. Get help when needed 3:02
- If you are unsure how to view or handle a balance update, contact the Sunbound support team directly.
- You can also use the Knowledge Base in the portal for additional instructions and reference material.
Cautionary Notes
- Do not complete a task until you have confirmed whether the resident should have a balance or not.
- Make sure the reason and amount entered match the actual account change.
- Use Other only when a manual balance update is needed; use the more specific options when applicable.
- If a resident has no balance due, ensure you select the correct no-balance option so statements are not sent incorrectly.
Tips for Efficiency
- Check Billing Exceptions first during the preview stage to catch issues before statements go out.
- Use the Accounts page after preview or when a balance changes after statements are sent.
- Enter clear notes when submitting a ticket so support can process the request quickly.
- Refer to the Knowledge Base before reaching out if you need a quick refresher on the workflow.