Residex provides Contact Relationship Management (CRM) and task management capabilities to help you manage your marketing efforts. This same feature allows you to enter a prospective resident's name or the name of the person inquiring on behalf of the prospect and manage details prior to admission (e.g. pre-admission assessment).
Your prospects
You can view your list of prospects by navigating to Residents > Prospects.
Your list of prospects can be displayed in either a Grid or List view. Additionally, you can click the column headers to change the sort order or use the All dropdown to filter by Interest Level (Hot, Warm, Cold).
You can enter a new prospect by pressing the + New Prospect button and filling out the form that appears.
If the Prospect is the primary contact, you will be prompted to enter prospect information. If the Prospect is not the primary contact, you will be prompted to enter the inquirer information. Not all fields are required.
- Status: This list is customizable for your organization, & is used to identify where a prospect is in the decision-making process (Active Lead, Wait List, Lost).
- Interest Level: This list is customizable for your organization and is used to identify the level of interest a prospect has for moving into your facility.
- Needs & Preferences: Why is this individual seeking care?
- Unit Type: Does this prospect have any particular preferences for a type of room?
- Housing Type: what type of care would be most suited for the client (ex. assisted living, memory care)?
- Community Preference: Does your Campus have multiple different communities? If so, has the prospect expressed a need/preference for one of them?
- Lead Source: This is a general description of how the prospect discovered you or first contacted you. For example, a hospital could be a lead source.
- Referred by/Campaign: Individual or campaign that referred the prospect to you, if any are entered.
When you have entered as much information as you can, press the Save button. You can return and update the record later as you learn more about the individual's needs.
Change Campus
Organizations with multiple campuses may enter a prospective client for one campus, but then choose to transfer to another. Navigate to the prospect's profile and select the Change campus button beneath their profile picture. Select the campus to which you would like to transfer them.
If services have already been added for the prospect, the services will reassign to either an Assignment of the same name in the new campus (if there is one) or to the 'Default Assignment', allowing you to update to the correct assignment once admitted.
Prospect Toolbar
The Progress Tool Bar allows you to easily see what processes have been completed for a prospect.
The Progress Tool Bar options will display the dates of completion based on the following criteria.
Discovery - Completion of any task
Tour - Completion of a CRM Tour task
Assess - Completion of an Assessment
Wait List - Change of prospect status to 'Wait list'
Prospect Contacts
As with a resident, you can enter a list of contacts for each prospect. These are typically family members who may act as decision-makers for the prospect. To enter a contact, select the Contacts section of a prospect's profile, and press the Add a new contact button.
When entering a contact, you will have the option to specify the roles they play for the prospect.
Primary Contact identifies if the prospect will be their own decision maker and the main point of contact, or if it will be a family member.
Legal relationships can be outlined as well (ex. POA, Guarantor, Resident Trust, Lease signer).
Prospect Resources
You can enter the prospective resident's Resource Professionals, Organizations, or Health Plans.
Prospect Notes
The note field located in the prospect profile allows you to add key statements or observations. Notes entered here will be included as a note type if the prospect becomes a resident.
Note: This field name is customizable. Most clients prefer "Prospect Memo". This field is NOT to be used to track prospect tasks, but rather small snippets of prospect information. For example, "Prospect John has a new great-grandson."
Update Profile/Change Status
- At any time, you can click on a Prospect profile and update any other information on the prospect by pressing the Update Profile button.
- You can Press the Change Status button on a prospect's profile to update them (e.g. change someone from 'Active Lead' or 'Wait List') or to mark them as a lost (closed) prospect and take them out of your active list of prospects.
Delete/Merge Prospect
To delete a prospect entered in error, from the prospect profile, click the Delete/Merge button > Confirm.
Alternatively, to merge a prospect entered in error, click the Delete/Merge button > enter target prospect > confirm.
Merging a prospect will copy the following information to the target prospect:
Assessments
- If the target prospect already has assessment information, none of the assessments will be copied over.
- If the target has no assessment information, ALL assessment information will be copied over.
Contacts
- All contacts will be copied over the the target prospect, and all primary contacts will remain intact.
Diagnoses
- If the target prospect already had a primary diagnosis, that diagnosis will remain primary.
- If the target prospect does not have any diagnoses and the prospect being removed does, all diagnoses will be copied over, including the primary diagnosis.
Resources
- If the target prospect already has a primary resource professional, that resource will remain primary.
- If the target prospect does not have any resource professionals and the prospect being removed does, all resource professionals will be copied over, including the primary.
- If the target prospect has the same health plan (Prime West, BCBS, etc.) as the prospect being removed, the health details (Policy #, etc.) of the target prospect will remain, and the details of the prospect being removed will not copy over.
- All other organizations will be copied over to the target prospect.
Service
- All currently scheduled services will be copied over to the target prospect.
Tags
- All tags will be copied over to the target prospect.
Tasks
- All closed and open tasks will be copied over to the target prospect.
Documents
- All documents will be copied over to the target prospect.
Admit a Prospect as a Resident
- You can convert a prospect to a resident by pressing the Admit button on the prospect profile. Once done, a resident record will be created and will pull over all the data entered about the prospect into the resident record, such as any profile details, scanned documents, pre-admission assessments, tasks, and contact lists. When clicking the Admit button, you will also be able to choose if you'd like to have all services start at the same date and time as intake, by checking the box Change start date and time on all services for this resident to [date/time].
Rollback to Prospect
Sometimes prospects are admitted early but then don't arrive as planned. Users with the Prospects (Role 52) are able to convert the discharged resident back to a Prospect. There are 4 pre-requisites:
- The resident must be discharged
- The resident must have no billing pending
- The resident must have no charted services
- The resident must have previously been a Prospect in Residex
If prerequisites have been met, simply click Rollback to Prospect that appears as a button beneath their picture.
Pre-Admission Assessments
Once a prospect has been entered in Residex, a nurse can conduct a pre-admission assessment to determine the appropriateness of a prospect.
Prospect list
You can view your list of prospects based on the task schedule, and see at a glance which prospects you have scheduled tasks for, if those follow-ups are late, coming today or in the new future, or if no tasks have been scheduled at all.
Completed tasks can influence reporting. For instance, our reporting can give you ratios of actual resident move-ins vs Tours ('tour' tasks completed), to get an idea of how effective your marketing efforts are, or they can otherwise provide summaries of your marketing tasks to improve your understanding of your outreach process.
Wait Lists
Wait lists allow you to effectively manage your list of prospective residents. Once placed on a wait list, you can track the dates/times they were added to the list, document when you have offered rooms, received declinations, and so on. Staff with Prospects (Role 52) can view, add, and edit prospective resident profiles.
Creating Wait Lists
A user with the Prospects (Role 52) can manage wait lists types available in their database. Navigate to Residents > Prospects > select Prospect Profile > Waitlist that appears as a button beneath their photo > Add to Waitlist > and then the blue link Manage Here you can view any existing Waitlists, including:
- the wait list name,
- the campus and community to which it belongs
- if there is a 'cap' on the number of times the prospect can decline an offer (Decline Limit). Prospective residents who reach a decline limit will automatically be removed from the wait list.
- limitations on who should be added to a particular wait list (e.g. community types, income restrictions, etc....)
To create a new waitlist, click the New Waitlist button and enter the appropriate fields.
Adding a Prospect to a Wait List
Navigate to a prospect profile and select the Wait List button that appears beneath the prospect's picture. Select Add to Waitlist to select the appropriate wait list or lists for that prospective resident. The application date/time can be edited and a note entered. A single prospective resident can be added to multiple wait lists.
Editing Wait List Status and Viewing History
Navigate to a prospect profile > Waitlists to view the waitlist/s that the resident has been added to. Click on the wait list to open up details and take several actions.
-Accepted Offer indicates the resident has accepted an offer and move-in is being arranged.
-Decline + allows you to document that the prospect declined the offer of a room. You can set a maximum number of declinations and allow Residex to track those.
-A Decline - button appears if the resident has a history of declination. This button allows you to 'undo' a declination.
-Delete allows you to remove the resident from a particular wait list- removing it entirely, such as in cases where it was entered in error.
-Make Inactive will remove from the active wait list, but keeps that prospective resident on as an inactive member, with visibility to that
-Skip can be used to record if a resident was skipped for any reason
All activity is recorded in history, accessed by the View History button.
Reports
A number of reports are available that pull data together for analysis. Examples include:
-Wait List pulls together all prospective residents on a current wait list and displays them in activation sequence based upon inquiry date
-Wait List As Of displays how the wait list was ordered on a selected past date
-Wait List by Prospect displays one prospect's history of wait list status