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• Workforce will schedule Cert time in TeleOpti at times that will have the least impact on Service Levels.

• Operations management will schedule Google Meet Workshops in agents' calendars at times that coincides with the time scheduled in TeleOpti.

• Agents are expected to stay logged into the Google Meet during the entire course of “Training” time scheduled in TeleOpti.

• Agents should log out of any personal Gmail accounts they may be logged into before joining the Google Meet. This will cause the Google Meet to prompt you to enter your name when joining. Enter your full name as listed in ADP.

• Agent’s may mute the Google Meet if there is chatter unrelated to your own cert progress but the chat must be watched in case the Workshop lead is trying to reach you.

• Workshop Leads are expected to follow this process:

  1. Begin each session on time.

  2. Review this Agent Workshop Expectations guide with agents at the beginning of their scheduled time.

  3. Do a roll call and immediately notify WFM in the WFM RC of any agents that are late so they can be reminded to join ASAP.

  4. Remain available to assist agents as needed.

  5. Utilize the cert step-by-step guides to assist agents.
     

• When an agent fails a cert exam, the agent should immediately email the Workshop Lead and cc their direct TL.

• When an agent completes the certification, the agent should immediately email the Workshop lead and cc their TL with a screenshot of the cert completion proof as instructed in the step-by-step guide.

• Workshops may sometimes be cut short if agents are needed back on the phones due to service levels in which case you will be scheduled at a later time if the cert is not completed.

• 16 hours is being allocated for each agent to complete AHIP but for most agents it may be completed much sooner than 16 hours. Please complete as quickly as possible while ensuring no failed final exam attempts.

• Time spent working on certs is being tracked and failure to complete within the time allowed will result in Coachings/CAPs.

• If you complete AHIP with time to spare then please dedicate the rest of your scheduled time to completing Aetna certifications.

• Failed test attempts are also being tracked and may result in Coachings/CAPs.

• It is prohibited to share exam Q&A’s with others or to assist others with their exams. Anyone engaging in this type of activity will be subject to immediate corrective actions, up to and including termination of employment.

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