Operations Playbook
By: Tyler Bernier
Measurements
Table of Contents:
- Ch1: Census Development
- Ch2: Balanced Revenue Cycle
- Ch3: Managing Expense Control
- Ch4: Resident Satisfaction
- Ch5: Team Member Engagement
- Ch6: Recruitment
- Ch7:Admission by State
- Ch8: 30-60-90 Day ProgramAfterAdmission
- Ch9: Important Policies to Know
A)Strategic Business Plan ......5
B)RUI Signature Programs......6
C)Reviews and Online Engagement....15
D) Floor Plan of Community…20
E)MTD & KPI Reporting......25
Strategic Business Plan
Acollaborative active plan outlining measurable goals to achieve performance targets, individualized for each community.
When: Composed Annual, reviewed and adjusted quarterly and as needed.
How/Why: Strategic business plans serve as roadmaps to achieve specific goals for the community census, marketing initiatives, and signature program growth.
Procedure: It is evaluated based on monthly and quarterly results, with adjustments made throughout the year to enhance outcomes. Once goals are reached, we expand them to pursue greater achievements. A competitive analysis is conducted to understand local competitors and develop marketing strategies that differentiate our community from theirs, with a strong emphasis on showcasing and enhancing our signature programs. SWOT analysis identifies the unique strengths, weaknesses, opportunities, and threats for each community.
Goal: The objective of the strategic business plan is to align the community leadership team on initiatives and goals for each discipline, focusing on achieving and sustaining long-term results. It aids the community in optimizing and prioritizing growth for census and signature programs, while enhancing efficiency through well-prepared monthly and quarterly plans.
Reviews Q4... it is ongoing collaborative effort with all team member
RUI Signature Programs
Inspiritás – Memory Care offers specialized support and a secure environment for seniors with memory-related conditions such as Alzheimer’s and dementia. Our innovative Inspiritás approach ensures personalized care and activities designed to enhance the quality of life for residents, while addressing their unique memory care needs.
Director: Mary Gauldin | Contact: Mary.Gauldin@rui.net
Forms
- How to Huddle Inspiritás
- Inspiritás Daily Huddle Documentation
- Inspiritás get to buy me list
- Inspiritás Resident My Way Forms
You can learn and grow at any age with RUI University. We provide free lifelong learning classes to our residents and surrounding community by partnering with colleges, universities, and museums, with courses ranging from history lessons to music education to wine classes and culinary courses.
Director: Mary-Kate Hansford | Contact: M.hansford@rui.fit
Forms
- What is RUI University?
- RUI University Class Evaluation
- RUI University Recipe
We know your pets are like family, so we welcome them in with open arms. Our Pet Concierge services include walking, bathing, feeding, and cleanup to make sure your transition to a senior living community is seamless and truly free of maintenance.
Director: Mary-Kate Hansford | Contact: M.hansford@rui.fit
Forms
- Leash on Life Facesheet
- Leash on Life Daily LOG
- Pet Concierge Pricing
At RUI Fit, we’re passionate about what exercise can do for you mentally and physically. We have a fantastic fitness center for strength training, a variety of classes, and nutrition guidance with a personal trainer, designed to maximize your health and wellness. Tone your strength, endurance, and balance today.
Director: Jaime Shanks | Contact Jaime.Shanks@rui.net Forms - RUI Fit Coach Onboarding - RUI Fit Intake Evaluation - RUI Fit QuarterlyAudit
We have a one-of-a-kind leadership development program for college students, providing purposeful eight-week programs that allow them to gain hands-on experience in the field of senior living. This program is an opportunity to train the next generation of RUI leaders to make our communities the best they can be.
Director: Cleopatra Kitt | Contact: Cleopatra.Kitt@rui.net
Our talented team members bring their unique skills to the table every day with artistic plating, seasoned-to-perfection food, fine-dining experiences, and engaging mealtimes for residents to sit back and enjoy time with our community.
Director: Mohamed Tarawneh | Contact: Mohamed.K.Tarawneh@rui.net Forms - Taste of RUI Class - Culinary Services Special Event - Dining Room & Bistro Log
We all need a little extra care sometimes. Our program is specially designed to provide additional care services, 1:1 care, life enrichment, and memory care. Rest assured your loved ones will receive the additional support they deserve.
Regional Director: Emily Erickson | Contact: emily.erickson@rui.net
Forms
- Care Impact CommunityAudit Example
We’re an independent, full-service salon and spa management company working with licensed professionals on-site at RUI communities that offer hair services, manicures, pedicures, skincare, massage therapy, and more. Feel pampered and like your best self when you visit our top-of-the-line professionals. Regional Director: Lauren Burkart | Contact: Lauren.Burkart@rui.net
Forms
- LUXE Unlimited Welcome Packet
- LUXE Employee Handbook
- LUXEAppointment Survey
Reviews and Online Engagement
- How/Why: The community website and online reviews should be reviewed regularly to ensure the accuracy of data and information. Social media platforms should be monitored daily, with team members encouraged to participate actively.
- Procedure: SDS (Strategic Digital Systems) will provide a calendar of requested photo and video content to be shared on social media platforms. This is the bare minimum, and any additional content is encouraged to enhance the platform. Each month, SDS and community leadership will collaborate on a calendar for highlighted campaigns and posting suggestions. The leadership team should be reminded of social media posting daily during the manager meeting.
- Goal: The objective of the reviews and online engagement is to boost digital traffic to the community pages, resulting in more tours, leads, and potential move-ins.
- Please view our SDS monthly Calander to get a glimpse of what we will be promoting through the community this month.
- ED’s must use Illustratus to insert Monthly “Letter from the ED”.
Community Newsletter
Newsletter drafts are due to the ED, Regional of Life Enrichment, and Inspiritás by the 10th of each month. This includes the “Letter from the ED” as part of the newsletter. The final edited and approved copy is to be submitted to Illustratus by the 15th of each month.
Community Calander
Drafts of the IL/AL and Inspiritás calendars are due to the ED, Regional Life Enrichment, and Inspiritás by the 15th of each month. The final approved calendar submission is due to Illustratus by EOB on the 20th . `
RUI Social Media List
Floor Plan of Community
Importance of a Floor Plan
The floor plan of our community describes the pillars of how we operate every single day. From quality care, customer satisfaction, finance, and life enrichment to the quality of our building, the floor plan summarizes our purpose and daily functions. It is essential when creating our floor plan to accurately set goals that align with our vision and the future of our community.
LOC (Level of Care) is important for dividing floor plans among staff and making accurate schedules based on the level of care needed. Our floor plan can indicate various details, such as who needs to be on the floor and how much care each resident requires. By incorporating LOC, we can assess staff scheduling to avoid overtime and provide the necessary assistance for resident care. .
Rate Per Community
MTD & KPI Reporting
When: Weekly
How/Why: The month-to-date report is a comprehensive resource for tracking census growth, community fee collection, apartment availability, reviews for the month to date, and current and projected census figures.
Procedure: This MTD report is updated regularly to reflect census movement within the community. It is manually updated via excel document that is uploaded in the community share drive. Also, please view “ED KPI Reports” to track all ED KPI’s
A)Level
B)AR
Level of Care Meetings
Level of Care Meeting
- Responsible: DCS, ED, and BOM
- When: Weekly
- How/Why: Level of care meetings are held at the community level to ensure that the appropriate level of care, as assessed by clinical management, is billed correctly by the business office manager. These meetings serve as a check and balance system, evaluating upcoming assessments from a clinical standpoint and upcoming annual renewals from a business office perspective. They also provide a platform for the community to communicate any anticipated changes in someone's level of care.
- Procedure: The Director of Clinical Services will utilize their Electronic Health Record (EHR) system to compare the level of care being billed through Yardi, the Business Office Management System. Each resident's charges are reviewed and discussed. Additionally, the levels of care for upcoming annual renewals are reviewed for potential changes. Residents who are out of the community for more than 20 days are also discussed to determine if there should be a stop on level of care charges.
AR Review
- Accounts Receivable Review
- Responsible: BOM and ED
- When: Weekly
- How/Why: Accounts receivable reviews are conducted weekly to assess payments due for resident accounts. During these reviews, efforts made to collect payments are evaluated, and late fees are applied for payments received after the 10th and again after the 20th of the month.
- Procedure: The Accounts Receivable (AR) report is pulled from Yardi, the business office management system, to review resident account balances each Monday. These balances are reviewed by the Business Office Manager and the Executive Director. Any efforts made to collect payments, along with any additional commentary, are added to the spreadsheet. This document is then uploaded to the community share drive as a working document.
ARAging Report
Aging embrace communication across ED and BOM!
BOM Calander
Annual Resident Renewals
- Responsible: BOM, ED, and Maintenance
- When: Yearly
- How/Why: Resident renewals are completed annually based on Resident date of admission. A cost-of-living increase is applied to the account in tune of 5% increase on rental rate. The level of care is also reviewed to ensure no upcoming changes at that time.
- Procedure: Each community has a monthly annual renewal tracker spreadsheet within their community share drive. This should be reviewed weekly during the Level of Care/Ancillary Meeting.
Maintenance must be involved in Resident Renewal to provide a deep clean to the residents' rooms.
Ancillary Revenue Tracker
Monthly Statement Reviews
Reviewed with ED & BOM Monthly
Spend Down
Spend Down
- Responsible: ED & Department Heads
- When: Daily
- How/Why: Community spenddown functions as the community's check-and-balance ledger. It allows for real-time tracking and trending of month-to-date spending. The spenddown is organized by department and further categorized by specific GL codes. Each GL code is assigned a budget at the beginning of the year, based on the previous year's spending for comparison.
- Procedure: The Department Managers and Executive Director are responsible for entering detailed data into the spenddown system in real time. This data includes information about services performed within their departments, invoices received from vendors and contractors, and the costs associated with the purchase of goods. Recording these details ensures accurate tracking and analysis of departmental spending. This process helps in maintaining budgetary control and identifying spending patterns, enabling more informed financial decision-making throughout the year.
o Spenddown Best Practices
LaborAlignments and Overtime
Goal is to be below 5% overtime!
P-Card Process
- Community credit card. ED must approve before spendings occur. P-Card invoices are reviewed weekly by department head. BOM has the community card and sign the card down. Reviewed in 1:1 meeting.
- Daily review of payscan invoice and approvals
CONCUR Submission
- Meet EEOC deadlines and reconcile proper accounts for each on. Submitted weekly.
Ambassador Program
Creating ways to have the best possible move in experience with residents.
- Responsible: Director of Community Relations & ED
- When: Every time a new resident moves into the community.
- How/Why: The ambassador program is designed to orient residents to the community with the help of each department manager. This program begins even before the resident moves in, fostering an early foundation for building a relationship. Through the ambassador program, residents gain insights into each department, familiarize themselves with the community layout, and understand the community's policies, procedures, and emergency preparedness plans.
- Procedure: Each department head collects a sign-off sheet that includes a timeline guide for orienting the resident to the community. These sheets not only assist in the orientation process but also help managers gain valuable insights into the residents’ preferences and needs. This knowledge is essential for maintaining resident satisfaction even after the program concludes, which typically occurs 30 days after the resident moves in.
- WowAmbassador Checklist
o To measure total amount of ambassador hours needed per department head.
Resident WOW Moments
- Responsible: Executive Director
- When:AWOW moment per month forAL, IL, and Inspiritás
- How/Why: To reflect the values of “You are important” by creating a personalized and significant moment for the resident.
- Procedure: Budget can be determined with the ED to see how much funds can be accounted for the WOW moment.AWOW moment submission form must be submitted on the 20th of every month for the event to occur.
- Wow Moment Submission
- Creating memories residents will never forget based on review of oral histories, ambassador checklist, and social data sheet from move in.
Communication Expectations
- Responsible:All departments
- When: When an event occurs whether it is urgent or not
- How/Why: To make sure discrepancies are caught and properly taken care of at the right time. Not pushed away before it can cause a chain reaction for residents or staff.
- Procedure: For non-urgent matters, communication can be conducted via email. For urgent, communication should be conducted via text or call for a quicker response.
- Goal: To ensure effective communication is being practiced as well as acknowledging situations where there needs to be immediate attention and how to handle them.
- Providing weekly updates with residents and staff alike to be on the same page and create large wins.
Priority vs Non-Priority
Relias DSSI
Key Systems
Point Click Care
SAP Concur
My Rounding
- Daily connection with team members
Team Member of the Month
- Recognizing team members who excellent performance throughout the month
PerfectAttendee Recognition
- Granting staff with perfect attendance a $50 LUXE gift card
Team member WOW moment
- Bringing team member moments, they will never forget
Stand up and stand down
- Responsible: Executive Director
- When: Every single day no later than 9:30AM
- How/Why: This meeting promotes interdepartmental communication and provides opportunities to identify/mitigate and or eliminate potential risk.
- Procedure: All department heads, assigned managers, and any available staff are to be in attendance, prepared to communicate focused and precise information to the Executive Director and the team. The reporting disciplines should address areas of responsibility or risk that have or will affect the business outcomes of the day.
- Gateway for staff department heads to communicate daily to produce better outcomes throughout the day.
Chapter 6: Recruitment
A)Job Post......69
B)Team Member Benefits....70
C)Team Member Referral Programs....71
D)Career Fairs...72
E) Partnership with Tech Schools....72
Job Post
- Creating effective job post to find the best possible talent
Team Member Benefits
- 401k Match, Tuition Reimbursement, Uniforms, Medical & Dental Benefits
Team Member Referral Programs
- Promoted in our Stand up/down meetings to find new staff who will be a part of RUI. Cash bonuses granted after 90 and 180 days of service.
Career Fairs
- Weekly talent Tuesdays | Monthly talented career fair
Clinical and Culinary Partnership with Tech Schools
- Partnering with vocational and culinary school
Chapter 7:Admission by State
Attached below you will find state specific licensing requirements, limitations of service, and quality requirements per state.
Connecticut
Delaware
Florida
Maryland
North Carolina
New Jersey
New York
Pennsylvania
Virginia
Chapter 8: 30-60-90-Day ProgramAfter Admission
After using this operations playbook, you should have a solid foundation for performing your job effectively and understanding the values you bring every single day. Now, by applying these skills, we can set parameters to ensure you are consistently meeting integrity standards through our 30-60-90-day program.
Chapter 9: Important Policies to Know
- Administrative Policies and Procedures:
201: “RUI, Inc. strives to deliver a lifestyle that our residents have earned and deserve.”
203: “RUI, Inc. promotes the philosophy that the dependability, accountability, responsibility and credibility of the Community’s Management serves as the cornerstones to achieving quality and value in the operational provision of care and services.”
310: “The Executive Director ensures standards of regulatory compliance and practices in all areas of service.”