Business Office Manager Training Central Business Office Communication

Business Office Manager Training Central Business Office Communication Process Reporting Move Outs and Wait List Cancelations

One Focus Move Outs and Cancels � All CBO communities will report Move Outs and Waitlist/Future Resident cancelations through One Focus. � Future and Waitlist Resident cancelations will be selected from the One Focus Menu, Future Resident Button. � Current Resident Move Outs will be reported by selecting the Resident New Move Out Button from the One Focus Main Menu.

Getting Started – Waitlist Cancel � If you are cancelling a Wait List or Future Resident, you will follow steps for Wait List Cancel and Refund when indicated. � The Resident Transaction is initiated from Main Menu Under Future Residents. Wait List and Future Resident Cancelations should be reported promptly after receiving notification of this action from resident or family member.

Find Your Future or Waitlist Resident and select your Action � If you need to cancel a Future or Waitlist Resident, Select Future Resident from Main Menu. This will direct you to a list of ALL Future and Waitlist Resident in Yardi at your Community. Select the Resident and then select your Action: Cancel Move In No Deposit, or Cancel Move In with Deposit. Find your Resident. Open the Action drop down Box and Highlight the Action your taking.

Future Resident Action Reminders � The Future Resident Button from the Main Menu is Color Coded. � Green Button – You have no past due Future Resident Actions � Yellow Button – You have Future Resident Move In Dates that will require Action in the next 5 Business Days � Red - You have Future Resident Move In Dates that require action.

Future Resident Dashboard Future and Waitlist Residents are listed on the One Focus Future Resident Dashboard. The residents are also listed on the Yardi Dashboard as a Future or Waitlist Resident. � Future or Waitlist Residents in Yardi and One Focus have an assigned Move In Date. � When the assigned Move In Date Expires; becomes a date that procedes the current date, an Action must be taken to extend the Move In date to the Future. Move In the Resident or Cancel the Future or Waitlist Resident. � This Training provides details on the Action related to Canceling a Future or Waitlist Resident. � Instructions on Action related to a Move In or Extending the Move In date to a future date are included in the One Focus Move In Module training. �

ACTION: Reporting a Waitlist or Future Resident Cancel with Deposit When a future or waitlist resident has paid a deposit that will be refunded due to the cancelation, you will be directed to the Move Out and Reservation Cancel Form. Start the form by indicating that you are reporting a Reservation Wait List Cancel • Check the Box Indicating that you are report a Reservation Cancel/Wait List Cancel. • Resident Name will appear on the form. • Enter date of cancelation.

Refundable Deposit Amounts Enter the amount of all deposits/payments received from the future/waitlist resident in the Refundable Deposits Section. Determine if the deposit being held was paid by Credit Card. If the Deposit was paid by Credit Card, answer “Yes, ” if paid by check, answer “No”

Payor Information. Deposit Paid by Check You must provide all required information related to payor information and complete address. Deposit is returned to the Resident. Save all Data

Attachments and Confirmations. Deposit Paid by Check You must attach the required bank reports. Attachment report names vary between banks. Attachment will either be a standard Bank Activity Report that shows deposits and returns, with an additional report showing all returned checks for the past 60 days. Or a bank report of all retuned checks so that it can be verified that there were no returns related to this resident. Answer Acknowledgement questions, verifying that you are approving the refund, you have reviewed you bank activity and have confirmed that any NSFs related to this account are recorded to the resident account, and that you have verified the resident payor information and mailing address.

Deposits Paid By Credit Cards Some communities accept Credit Card Payments for deposit payments. If the resident you are canceling paid the deposit by credit card, answer “Yes” Select the Date that the Credit Card Transaction was processed. Credit Card Deposits are returned to the Credit Card Holder. The refund is processed by issuing the credit to the credit card account. No check will issued from the A/P Department for a deposit originally paid by a credit card.

Credit Card Refunds for Deposits • • • When a credit card transactions was processed and needs to be refunded due to a cancelation, the community must process a refund to the card holder’s account. The original credit card transaction receipt and bank deposit detail along with credit card refund transaction receipt, and bank detail, will be included as an attachments. A refund Check through A/P should not be issued. Enter the Cardholder’s information in the Payor Name and Address Fields. Enter the email address of your assigned Accounts Payable Representative & Check the Email Box.

Credit Card Refunds You must attach all required attachments; Original credit card transaction receipt and proof of bank account deposit, Credit Card refund transaction receipt and proof of bank account processing, Also attach the Manual Check Credit Card Refund Form. Acknowledge that you are authorizing this transaction and confirm that you have refunded the card holder’s credit card account.

A/P Department Notification of Credit Card Refund. The cancelation of a resident in Yardi that has paid a deposit, requires that an entry on the resident’s AR ledger be made to document the return of the deposit. � This process also will automatically generate a check request in the A/P System. � The A/P department will void the check request in the A/P system after receiving notification from One Focus that the refund has been processed via a credit card refund. � One Focus notifies your assigned A/P representative of the credit card refund. � You should monitor this process and ensure that a refund check is not issued to an individual who has already received a refund processed on a credit card account. �

ACTION: Quick Cancelations – No Refund Due � When you need to cancel a waitlist or future resident and there is no refund due; you can complete a quick reservation cancelation. From the Future Move In Dashboard, select “Cancel Move In No Deposit” from the “Action” drop down box.

Quick Cancelation After selecting, Cancel Resident, No Deposit your are directed to this screen. Enter Cancelation Reason and any other related notes. Save all Data and Submit to the CBO. Note; This action will cancel the resident. Once entered by the CBO the resident will be removed from the Yardi Dashboard as a Future or Waitlist Resident.

Reporting a Resident Move Out � When you are reporting the Move out of a current resident, select New Move Out from the One Focus Main Menu. Move Outs are reported to the CBO within no more than 2 business days of the Move Out

Resident Move Out Form • • Check Move Out Box Indicate if this a Primary Resident Move Out or a Primary and Second Occupant Move Out. Select Primary Resident by typing in the first two or three letters of their last name and selecting them from the drop down box. Select the resident's primary payor. If the resident payor is Private indicate if they have applied for Medicaid. If they have applied for Medicaid enter the Medicaid application date. If there is a second occupant, enter the name of the second occupant. Enter Financial Move Out Date; This is the last date that resident will be responsible to pay rent. Select Move Out Reason from drop down box.

Charges and Deposits Indicate by checking each box, all charges that will be ended with this move out. If there are other recurring ancillary charges that will end, enter the description of the charges and check the related box. If you are holding refundable deposits that will be applied to the resident account, enter the amount of the deposit. Review the Resident Activity Security Deposit Report to confirm if there are refundable Deposits.

Confirm Refundable Deposits and Refund Payor Answer if there were any one time charges for damages. BOM is responsible to record in one time charges to the account prior to submitting the Move Out. Enter Payor Name and Address. You must confirm the address that refund check will be mailed to. Refunds for Move Outs are always issued to the resident unless resident is deceased.

Move Out Attachments & Acknowledgements All Move Outs require bank report attachments. You are required to send 60 days of activity unless resident was at the community for less than 60 days. If resident was at the community for less than 60 days, send bank report from date of move in. Bank Reports must include; detailed listing of all returned checks if resident paid by check, or detailed listing of ACH returns if resident paid by ACH. If you are not able to generate a Returned Item Report, then you must include a detailed bank statement with all NSF and ACH rejection information noted on the document. Answer all Acknowledgment Questions.

Move Out-Resident Deceased If Primary resident is deceased, you select “Death” as move out reason. Following the selection of this move out reason you must check the appropriate box related to the Designation of Beneficiary Form. If the resident completed the Designation of Beneficiary form at Move In, or prior to their death, Check the Box indicating that you have the Designation of Beneficiary Form. Refund will be issued to the Designated Beneficiary. If you do not have a Designated Beneficiary form completed by the resident prior to their death, refund will be made payable to “The Estate of. ”

Designated Beneficiary Enter Name and Address of Designated Beneficiary as indicated on form. Attach Designated Beneficiary Form that was completed and signed by the resident prior to death.

� Contact Need Help? Denise Miller or Debbie Montoya for Questions about how to complete the Move Out or Reservation Cancel Process; dmontoya@seniorlifestyle. com � dmiller@seniorlifestyle. com � For Technical Problems in One Focus; Example: Can’t add an attachment, can’t resubmit a corrected Move In, Can’t find a resident from the drop down; Contact Marc Singer Always include Denise Miller and Debbie Montoya on all Help Requests.