This article will walk through a Business Office Manager on how to handle Move Ins and Moves Outs in the Portal.
SOP: Managing Move-Ins and Move-Outs in the Sunbound Operator Portal
Objective
This SOP explains how to review, update, and clear move-in and move-out tasks in the Sunbound Operator Portal. It helps team members determine whether a resident should be set up, updated, deactivated, or removed from the task queue.
Key Steps
1. Access the move-in tasks in your inbox 0:15
- Log in to the Operator Portal.
- On the homepage, scroll to the bottom to find the Inbox.
- Locate the list of tasks and select Move-ins to view all move-in-related items currently in the system.
- Review the task list to identify the resident and the reason the task is appearing.
2. Determine why the move-in task is showing 0:32
- Check whether the task is appearing because:
- A new resident is moving in.
- Billing information is missing.
- The first invoice or statement is being processed through Sunbound.
- Confirm whether the resident should have an active Sunbound account before taking action.
3. Update payer contact information for a new move-in 0:41
- Open the task for the resident who is moving in.
- Select Update payers contact info.
- Enter the payer’s:
- Email address
- Phone number
- Select Complete task to save the update and clear the task from the queue.
4. Add payment method after completing contact setup 1:02
- If you have both contact information and payment method details, first complete the payer contact update in the task.
- After completing the task, go to the Accounts page.
- Find the resident’s account and add the payment method there.
- Use this workflow when you have enough information to fully set up the account outside the task screen.
5. Enter payment method directly when no email is available 1:20
- If the resident or payer does not have an email address, but you do have the payment method, enter the payment method directly in the task workflow.
- Use this option when contact details are unavailable but account setup still needs to proceed.
- Confirm the information is accurate before submitting.
6. Remove a move-in task for a resident who will not move in 1:36
- If the resident was entered into the EHR system but will not actually move into the facility, do not create a Sunbound account.
- Select Remove Task to clear the resident from the move-in queue.
- Use this action only when the resident does not need an account with Sunbound.
7. Review move-out tasks in the inbox 1:52
- In the same inbox area, select Moveouts to view pending move-out tasks.
- Move-out tasks appear when a resident is marked inactive but still has an invoice or balance in process.
- Review the resident details to confirm whether the account should remain active or be deactivated.
8. Deactivate an account for a confirmed move-out 2:08
- Open the move-out task for the resident.
- If the resident has moved out and does not owe a balance through Sunbound, or will pay the balance offline, select the option to deactivate the account.
- Confirm the resident should no longer remain active in the system before completing this action.
9. Remove an incorrect move-out task 2:24
- If a resident was marked as deactivated by mistake, select Remove Task.
- This tells Sunbound to keep the account active in the system.
- Use this option when the move-out status is inaccurate and the resident should remain active.
10. Escalate questions and use support resources 2:37
- If you are unsure how to handle a move-in or move-out task, contact the Sunbound support team.
- Use the knowledge base in the portal for additional instructions.
- Refer to these resources before taking action if the resident’s status is unclear.
Cautionary Notes
- Do not deactivate or remove a task until you have confirmed the resident’s actual status.
- Do not add payment details to the wrong resident account; verify identity and task details first.
- If a resident is not moving in, make sure no unnecessary Sunbound account is created.
- If a move-out is marked incorrectly, use Remove Task rather than deactivating the account.
- When in doubt, contact support or consult the knowledge base before completing the task.
Tips for Efficiency
- Review the inbox regularly so move-in and move-out tasks do not sit unresolved.
- If you have both contact and payment information, complete the contact update first, then add the payment method in the Accounts page.
- Keep payer contact details and payment information organized before starting task updates.
- Use the knowledge base for quick reference when handling uncommon scenarios.
- Resolve tasks promptly to keep the portal queue accurate and reduce follow-up work.