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1 Hour is designated to cover ESP training introduction and expectations.
28 work hours (3.5 days) are being allocated for each agent to complete AHIP, FWA, General Compliance, Non-discrimination, and the Aetna certification. For most agents, it may be completed much sooner than 28 hours.
Each Call Certification should take no longer than 45 minutes; 30 minutes for the call and 15 minutes for the Certifier to provide coaching. There are 5 call scenarios. 45 min x 5 calls = 3 hours, 45 minutes.
There are 11 TBTs. Each TBT should take no longer than 30 minutes, on average, which equates to 5.5 hours.
The total time to complete all items according to the timeline listed above equates to 38.25 hours.
Failure to complete within 40 hours (5 days) will result in Written CAP with an additional 8 hours allocated.
Failure to complete within 48 hours (6 days) will result in a Final CAP.
Failure to complete within 57 56 hours (7 days) may result in termination of employment.