Skilled Nursing Facilities

Contents

Overview of Customer Relationship Management (CRM)

The CRM module provides the features and functions needed for your Customer Relationship Management requirements of your organization. In CRM, you can enter resident Leads to track relevant demographics, marketing and contact information, record and schedule activities with Leads and Accounts, monitor CRM information using the Dashboard, and check availability and occupancy details for Leads from A & O.

The CRM mobile application for iPhone, iPad, iPod, other iOS devices and Android allow access to the same functionality that is available from the web so that you can easily review and record CRM information.

CRM operates at EMC, although the menu links are available from the community level. A person’s access to CRM community information is determined by the communities that person has security access to.

The CRM components include:

  • Leads - tracks information about potential residents that are interested in your community. You can enter information such as lead information, demographics, contacts, accounts, activities and assign possible placements.

  • Contacts – both Resident and Professional contacts can be created and maintained for CRM Leads and Accounts.

  • Accounts - are any type of external facilities you work with when getting and creating Leads in your CRM system. Examples of account types are Hospital, Assisted Living, Independent Living, Laboratory, Pharmacy, and so on.

  • Activities - provides a listing of all your Activities that you created for Leads or Accounts. Using the filters, you can change the activities listed and you can edit or export activities as needed. New activities are created from Leads or Accounts.

  • A & O - Availability & Occupancy is used to review living unit and bed information for each community, living unit and bed occupancy graphs and statistics are reported and it is easy to filter for the specific possible units that meet your potential resident's interests.

  • Dashboard - Use the CRM Dashboard to view and analyze key lead information for the month, review the list details for each graph and create custom graphs.

  • Reports - use CRM Lead Management reports to specifically analyze details about Leads By Source, Leads by Referral Account, Activity, Lost Leads, Open Leads or Conversion Rate.