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, approve, or remove resident balance exceptions in the Operator Portal. It ensures billing records are accurate before statements are finalized or after balances change.
Key Steps
1. Review balance exceptions in the Inbox 0:00
- Log in to the Sunbound Operator Portal.
- From the home page, review the Inbox for tasks that need attention.
- Look specifically under Billing Exceptions for residents with:
- Recent payments
- No balance or charges for the month
- Changes that may affect the current billing cycle
2. Update or clear a balance from Billing Exceptions 0:30
- Open the resident task in Billing Exceptions.
- Use this area to either:
- Update the current month’s balance, or
- Create a balance if none exists.
- Review the resident’s current status before taking action.
3. Handle a resident with no charges generated 0:36
- Example: If a resident shows no charges generated for the month.
- Choose the appropriate action based on the resident’s actual status:
- Update Balance if a balance should exist.
- Enter the reason for the change.
- Enter the new amount.
- Click Complete Task to submit the update.
- Balance is Correct if no balance is due.
- Click Complete Task to remove the task from your queue.
- Remove Task if the resident is no longer there or the task is no longer applicable.
4. Handle a resident with a recent payment 1:20
- Open the task for a resident with a recent payment.
- Review the payment details shown in the task, including:
- Payment date
- Payment amount
- Amount contributed through the cycle
- Choose the correct action:
- Update Balance to change the amount due.
- Enter the reason and the new amount.
- Click Complete Task to submit.
- Skip Invoice if no invoice should be sent for that month.
- Balance is Correct if the displayed balance should remain.
- Remove if the task is no longer applicable.
5. Review and approve balances during the Preview stage 2:08
- During the Preview stage, which occurs about 12 days before the auto-pay date, go to the Private Pay page.
- Open the All Accounts task section on the left.
- Review all accounts for:
- Charge status
- Needed adjustments
- Exceptions
- Scroll through the list to confirm everything is accurate.
- If changes are needed, update the exact amount and reason.
- When all accounts are correct, click Approve and Lock to finalize bills for the month.
6. Update balances after statements are sent 3:10
- After the preview period, or if a balance changes after statements have been sent, go to the Accounts page.
- Find the resident by name or use the search/filter option.
- Open the resident’s account to view:
- Open balance
- Due date
- Collect button
7. Use the account actions menu to correct the balance 3:27
- Click the three-dot menu to the right of the Collect button.
- Select the appropriate action:
- Mark as paid by check if payment was received in person.
- Zero out if the resident owes nothing.
- Other to send a custom balance update request to Sunbound.
- If using Other, enter the new balance amount and submit the request so support can update it.
8. Escalate questions or confirm procedures 4:02
- If you are unsure how to view or handle a balance update, contact the Support Team for help.
- You can also use the Knowledge Base in the portal on the left-hand side for additional instructions.
Cautionary Notes
- Only update balances when you have verified the resident’s current billing status.
- Use Remove Task only when the task is truly no longer applicable.
- During the Preview stage, make sure all accounts are reviewed before selecting Approve and Lock.
- After statements are sent, use the Accounts page rather than the preview workflow for balance changes.
- If you submit a custom balance update through Other, ensure the amount entered is exact to avoid billing errors.
Tips for Efficiency
- Review Billing Exceptions daily so issues are caught before statements finalize.
- Use resident name filters on the Accounts page to locate accounts faster.
- Confirm whether the correct action is Update Balance, Balance is Correct, Skip Invoice, or Remove before submitting.
- Keep the Knowledge Base handy for quick reference when handling uncommon scenarios.
- Escalate unclear cases early to avoid delays in billing corrections.