APFM Duplicates

What are the two types of duplicates in the Inquiry Screening process?

• Contact and Resident Duplicates

• Resident and professional duplicate

• There is only one type of duplicate and it's a resident duplicate

• Contact and SLA duplicates

Answer explanation

Remember:

Contact Duplicate: Appears when another contact in Beacon matches with the same name, email, or phone number.

Resident Duplicate: When the senior living search is for the SAME resident.

What information has to match to merge a contact duplicate?

• Name

• Phone Number

• Email Address

• Any of these can match

Answer explanation

Remember for a contact duplicate to be merged the name OR phone number OR email have to match. It does not have to be all three.

If a resident duplicate populates in Beacon, I want to do the following to verify if the contact is searching for the same resident by:

• Asking, "who are you calling about?"

• If the information matches, we just merge the resident duplicate.

• Asking the contact, " I see we've spoken with you before. Are you still searching for the same resident?"

• I don't have to do anything with a resident duplicate.

Answer explanation

We always want to verify if the contact is calling about the same resident. It is very possible they have previously called APFM about a different resident. Verifying who they are calling for allows us to continue the call appropriately and avoid sending unqualified leads to an SLA.

Why is it important to verify/collect information in the contact info chiclet?

• It doesn't really matter, the SLA will make sure it's correct

• This is how duplicates are found

• I only need to verify the phone number, the rest doesn't matter

• The contact should have put the information in correctly when they called so I don't need to verify

How many duplicates can I select for a RESIDENT duplicate?

• All of them

• 3

• 2

• 1

If there are open and closed duplicates, which duplicate should I select?

• Open

• Closed

• Neither

• I can select both if it's the same resident.

What information should I look for to determine which duplicate to merge if all the resident duplicates are open?

• Matching emails

• The newest date

• Matching search locations

• Nothing, I will just pair with a new advisor.

Answer explanation

Remember to merge the duplicate that is open and with the most recent date. We still want to verify that they are looking for the same resident.