Watermark Systems & Tools

Residents and family members consistently laud our associates as competent and caring. This is no accident. Watermark’s innovative interviewing approach quickly brings the top candidates to the forefront. For every position, from entry level to seasoned professional, we evaluate in these areas: professional values, alignment with our vision, career progression, performance experience, cultural alignment, and technical knowledge. Our job descriptions are thorough and include cultural competence as well as physical requirements. We’re rightfully particular — and it shows.

Because there’s a specific Watermark way of accomplishing tasks, we provide both instructor-led and online skill set training. Our step-by-step instructor guides follow modern teaching methodologies while encouraging best practices for trainers. Associates appreciate the clarity that helps them master new skills. 

Naturally, we strive to and succeed at exceeding accreditation standards. Our own performance standards are higher. Throughout the year, department managers conduct self, peer, and supervisory standards reviews. Additionally, we issue and pay close attention to associate satisfaction surveys and resident/family satisfaction surveys. These inputs are posted for the associates and provided to the residents. We welcome transparency.

The health and happiness of our residents is what we strive for every day. Community programs are based on the four circles of well-being: mind, body, spirit, and community.

When residents first enter a Watermark community, we ask them to complete a “Getting to Know You” questionnaire. Questions focus on their past experiences, profession, hobbies, and interests. The questionnaire is kept on file and referenced regularly. In Assisted Living settings — with resident permission — caregivers and activities professionals are given copies of the completed questionnaire so they can tailor care to resident needs, strengths, and interests. In the Memory Care setting, residents’ family members and friends may complete the forms on behalf of the residents.

We’ve developed a set of best practices to ensure resident safety at every Watermark community. Required components include regular meetings of a Safety Committee attended by both residents and associates, regular safety training, a posted safety goal that is revised at least annually, the appropriate documentation and action plan initiation in response to all injuries, regularly documented fire drills, and the proper documentation of MSDS and emergency procedures.

Communities receive multiple tools to document any resident or associate injuries and other incidents. Incident reports are required for every incident — ensuring effective documentation and response. This system has dramatically reduced incident recurrences.

Recognizing that the condition of major capital assets may drastically affect the bottom line, Watermark tracks assets at every community with the Micromain software program, which generates a 15-year asset replacement list annually and tracks and produces work orders.

The spirit of our mission and vision lives in this web-based software, which we developed in-house for the associates in our communities. It’s a complete learning management system, so every member of our team has tools and resources at their fingertips.

Lawson integrates accounts payable, general ledger, and fixed asset details. Communities use Lawson to streamline business processes, capitalize on business intelligence, and plan for the future. 

Our HIPAA-compliant program Point Click Care (PCC) provides billing functions for resident service accounts and generates bills for third-party payers such as insurance companies and co-payment providers. It also offers cloud-based modules in senior care, including resident assessments, care delivery management, financial management, and quality and compliance. 

This long-term care’s leading source of data-driven intelligence offers online, data-focused tools that long-term care providers need for improved reimbursement, survey preparedness, event tracking, and more.

Watermark Retirement Communities projects cash requirements weekly. Collections, accounts payable, payroll, debt service, capital improvement payments, and other items that affect cash are forecasted at least four weeks in advance.

The Road Map to Success establishes the sales activity required to achieve budgeted occupancy based on the closing ratios of each sales associate at the community. By analyzing sales ratios such as phone-outs to appointments, appointments to deposits, and deposits to move-ins, a road map is created for each sales associate’s success.

This pioneering sales system works on the belief that sales is the process of leading prospects through the steps to make the right decision. This comprehensive training program gives strategies and tools for understanding buyer motivations, developing referrals, and providing move-in and follow-up customer service.

In order to track the effectiveness of sales and marketing efforts, we’ve invested in Leasehawk, a helpful tool for tracking incoming calls. Through Leasehawk, we can monitor the effectiveness of advertisements and promotions. Because calls are recorded, we can use real-life examples for sales and reception training.

We’ve invested in Claritas, the premier provider of marketing information and research resources for companies engaged in consumer and business-to-business marketing. We utilize Claritas’ state-of-the-art technology and information to maximize the efficiency and effectiveness of our marketing efforts.