This article walks Business Office Managers on what to do in the Review Stage.
SOP: Review Stage in the Sunbound Collection Cycle
Objective
This SOP outlines how to complete the review stage in the Sunbound collection cycle. It helps team members identify unpaid balances, review reasons for non-payment, and take the appropriate follow-up action to resolve outstanding accounts.
Key Steps
1. Open the Review Stage for Private Pay Accounts 0:00
- In Sunbound, select Private Pay at the top of the screen.
- Confirm you are now viewing the Review stage of the collection cycle.
- Use this stage to assess unpaid balances and determine next actions for each account.
2. Review the Collection Timing and Monthly Summary 0:13
- Note that the review stage typically occurs nine days after collection.
- Use the date range shown (for example, 11th to 19th) to understand the current review window.
- Review the monthly summary to see:
- Why payments have not been made
- How much has been collected over time
- Overall collection performance for the month
3. Check Overdue Balance Estimates 0:24
- Review the 30, 60, and 90-day overdue balance estimates on the left side.
- Treat these values as an estimate of unpaid accounts aging in the system.
- Use this information to identify which balances may need immediate attention.
4. Keep Overdue Data Accurate by Updating Payment Statuses 0:33
- Mark accounts correctly when payments are received, including payments made by check.
- Update payment statuses regularly so the overdue balance estimates become more accurate.
- Use the aging data to focus on balances that are truly outstanding.
5. Review Reasons for Non-Payment 0:42
- Look at the breakdown on the right-hand side showing why residents or families have not paid.
- Review the graph and identify the most common reasons, such as:
- No response
- Account setup issues
- Outreach needed
- Disputes
- Use this breakdown to determine the correct follow-up action.
6. Resolve Account Setup Issues 0:54
- If the system prompts account setup, determine whether the resident is new or missing account details.
- Take the appropriate action, such as:
- Creating the account
- Updating payer information
- Updating the payment method
- Sending an email reminder
- Updating the balance
- Deactivating the account if the resident will pay by check and does not need notifications
- Complete the task before moving to the next account.
7. Follow Up on Accounts Needing Outreach 1:45
- Review accounts marked as needs outreach.
- If the payer has been unresponsive to Sunbound, choose the appropriate follow-up action.
- Available actions may include:
- Resending the payment reminder
- Following up in person
- If in-person follow-up is selected, a task will be sent to the support team to contact the payer directly.
8. Handle Disputed Bills 2:07
- Review any accounts marked as disputes.
- Check the bill details and confirm whether the dispute is valid.
- Coordinate with the community or payment team if clarification is needed.
- Take one of the following actions:
- Update the balance
- Have the team follow up
- Zero out the balance if the dispute is confirmed
9. Complete the Review Stage Summary 2:32
- Confirm the review stage includes the following task groups:
- Account setup
- Needs outreach
- Disputes
- Review the outstanding accounts by reason.
- Check the end-of-cycle summary, including:
- Total interest
- Collection rate
- Write-offs
- Accounts receivable carried forward
- Use this summary to understand overall cycle performance and next steps.
10. Escalate Questions or Issues When Needed 3:00
- If you have questions, use the knowledge base on the left-hand side.
- Contact the support team for additional help.
- Do not leave unresolved issues unaddressed before closing out the review stage.
Cautionary Notes
- Do not rely solely on overdue estimates; verify payment status updates so the data stays accurate.
- Only zero out balances when the dispute has been confirmed and approved.
- Ensure account setup details are correct before sending reminders or deactivating accounts.
- Follow up promptly on outreach and dispute tasks so accounts do not continue aging unnecessarily.
Tips for Efficiency
- Review the reason breakdown first to prioritize the highest-volume issues.
- Update payment statuses as soon as payments are received to improve reporting accuracy.
- Use the system prompts to guide next actions instead of manually tracking follow-ups.
- Batch similar tasks together, such as account setup updates or dispute reviews, to save time.
- Refer to the knowledge base before escalating routine questions to support.