make a great first impression with the sunapsis front-desk check-in system discussing client...
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Make a Great First Impression with the
sunapsis Front-Desk Check-In SystemDiscussing Client Services operations in international
offices
WELCOME! We’re happy you’re here
Indiana University BloomingtonOffice of International Services
Christina Fidel, Assistant Director of Client Services (3 ½ years – paper, 2.7 & 3.0)Mischa Kasperan, International Services Representative (2 years, 3.0)Erik Simons, Graduate Assistant (2 ½ months)
Client Services Discussion
• Break-down of the units within the OIS – there are a lot of us
• Overview of the Client Services team & the population we serve – there are a lot of them
Obviously, not all offices operate the same way. How do you handle your clients? Does your office have a dedicated front desk team?
Front Desk Check-In (Client View)
Front Desk Check-In LogWhy do we use this?
• Immediately open the client’s record
• Quickly see who has arrived and for what reason
• Determine how long it takes to assist a client
• Easily track number of walk-in clients
• Ability to assign a client’s case to an advisor
Adding to the Check-In Log
Why is this good?
• Keep accurate reports of walk-in traffic – including clients who do not have UIDs
• Keep individual client records of office visits
Front Desk Check-In History
Monitoring Alerts
We keep an eye on alerts & take action if:
• A student needs to update his/her local address
• An e-form is pending review or approval
• A student’s passport or visa will expire
• A scholar needs to submit health insurance coverage
• A student is under-enrolled
Reviewing Notes
It is imperative for front desk staff to pay attention to notes to:• See previous
interactions with the client
• Get quickly caught up on complicated situations
• Determine if a document was picked up or dropped off
• Check on the status of various e-forms/admission applications
Appending to Notes
• Different from Group Notes, incl. in 3.0
• Allows for one continuous note instead of numerous separate notes
• Helps front desk staff quickly review or add to information about particular case
Assigning E-forms
Front desk staff assigns e-forms to advisors every morning.
Processing Form
Letters & E-forms
Reviewing E-forms
CPT Client
CPT 2nd Approver
Admission Checklist • Quickly determine the
application term (Fall 2013, Spring 2014) , admit type (FYU, TRU or GRAD) and “stage” the application is currently in
• Determine which application documents we have received vs. which documents we still need
• Quickly see if an applicant is “Incomplete”
• See if an admission packet has been mailed
And more!
Admission Checklist: (applicant view)
Helpful to use when:
• An applicant needs help navigating the checklist
• An applicant experiences technical difficulties
• An applicant needs help submitting an e-form
Client Services Staff Can Do Much More
• Scan & upload documents• Enter data into sunapsis• Check in & welcome visiting scholars• Check in late arriving new students• Help with SEVIS Transfer-In process• Preliminarily review OPT applications• Prepare & ship admission packets, petitions,
and other documents• Assist with programs and events, orientation
Contact Information
Office of International Services, Indiana University
Poplars 221, 400 E. 7th St., Bloomington, IN 47405
ois@iu.edu, (812) 855-9086
Christina Fidel: cfidel@iu.eduMischa Kasperan: mmzentz@iu.edu
Erik Simons: epsimons@iu.edu
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