This article will walk through what a Business Office Manager needs to do when you have a Billing Exception Task.
SOP: Handling Billing Exception Tasks in the Sunbound Operator Portal
Objective
This SOP explains how to review, resolve, or dismiss billing exception tasks in the operator portal during the preview stage before auto-pay. It helps ensure resident billing data is accurate and any exceptions are handled consistently.
Key Steps
1. Access the Billing Exceptions queue 0:00
- Log in to the Sunbound operator portal.
- From the homepage, locate the Inbox section.
- Click Billing Exceptions to view any populated tasks.
- Note: task appearance may vary by stage, but preview-stage tasks typically appear about 12 days before the auto-pay date.
2. Understand why tasks appear 0:35
- Review the billing exceptions list as a comparison of current statements against prior month data.
- Expect tasks to be generated when outliers or exceptions are identified.
- Common task types include:
- Unusual charges
- Recent resident payments
- Zero-balance accounts
- Residents who usually have charges but currently do not
3. Open a task and review the details 1:03
- Each task displays the resident name and the duty to be completed.
- Click a task to open the side panel.
- Review the details provided before taking action.
- Use the side panel to determine whether the balance needs to be updated, skipped, or removed.
4. Update a balance when the charge amount needs correction 1:15
- If the resident’s balance is incorrect, select Update Balance.
- Enter the reason for the change, such as a level of care change.
- Enter the new correct amount.
- Click Complete Task to save the update in the system.
5. Skip or remove a task when no action is needed 1:42
- If no action is needed for the task, click Skip Invoice.
- If the task should be cleared from your queue, click Remove Task.
- Use these options only when the billing exception does not require a balance change.
6. Resolve tasks related to recent payments 2:05
- Open the resident task to review the recent payment details.
- Confirm the payment date, payment amount, and how much was applied to the cycle.
- If the balance should change, click Update Balance.
- Enter the reason and the new amount, then click Complete Task.
- If no change is needed, use Skip Invoice or Remove Task as appropriate.
7. Resolve tasks for zero-balance or no-charge accounts 2:37
- Open the task for the resident showing a zero balance or no charges.
- If a balance should exist, click Update Balance.
- Enter the reason and the correct new amount.
- If the zero balance is correct, click Balance Is Correct and complete the task.
8. Review unfinished tasks and get support if needed 3:06
- Any unfinished preview tasks will carry forward as leftover tasks on the overview page.
- Use the overview page to pull the full list of remaining tasks.
- If you have questions or need help, contact the support team.
- You can also use the Knowledge Base in the portal’s left-hand menu for additional guidance.
Cautionary Notes
- Do not complete a task without confirming whether the resident balance truly needs to change.
- Make sure the reason entered for any balance update is accurate and specific.
- Unfinished preview tasks will carry forward, so review the queue carefully before the auto-pay cycle.
- Use Remove Task only when appropriate; removing a task does not update the resident’s balance.
Tips for Efficiency
- Work through billing exceptions during the preview stage to reduce carryover tasks.
- Open each task and verify the resident details before choosing an action.
- Use the task type to quickly determine the likely resolution path.
- Refer to the Knowledge Base first for common questions, and contact support for anything unclear.