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TL’s must ensure the ESP Tracker is up to date before logging off each evening.
This includes the notes section to the far-right for each agent, each day.It is especially important everything is up to date after day 5 to allow for a seamless transition from ESP to the call-floor. The agent’s new TL will need to understand if any tasks were not completed, why they were not completed, if there have been any CAPs, etcAHIP/Aetna status, TBT status, Call Cert status, Equipment status, and RTS/No More Forms status.
TLs must notify PMs immediately when an agent has completed all ESP tasks to allow the PM to transition the agent to production.
Be mindful of any ‘red-flag’ situations and notify PMs as needed. For example, something surfaces form a carrier background check that looks like it may inhibit the agent’s possibility of being appointed.
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