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Be on time to open the Google Meet to let agents in.
Take the first 60-90 minutes of the first day of training to introduce yourself and review Each Resource Listed Hereto ensure agents have a clear understanding of what is expected during ESP training.
The AHIP/Aetna step-by-step guides do not need to be reviewed in detail.
However, the importance of placing the N-Number instead of the NPN number in the appropriate location cannot be emphasized strongly enough as this is the easiest mistake to make with the largest potential setback to the ESP program.
Also, the screenshot proof examples of AHIP and Aetna completions should be reviewed with agents to ensure the correct screenshots are submitted.
Monitor attendance. Take note of of the following. Also, the attendance report should be used to further substantiate this occurrences which should be updated in the ESP Master Tracking sheet. WFM should also be notified.
Agents that arrive 10+ min late or leave 10+ min early.
Agents that arrive 4+ hours late or leave 4+ hours early.
Agents who are absent all day.
Stay logged into the Google Meet all day actively assisting agents.
Keep an open line of communication letting agents know when you are unavailable due to assisting others or taking breaks.
Manage unnecessary chatter to reduce distractions for agents who are testing.
Create temporary Google Meets on the side for agents to attend who need assistance. This will reduce distractions in the main Meet.
Separate Meets should also be set up for agents to complete Call Certifications. This may be set up by the TL or by the Certifier.
Regularly monitor agent progress and ensure no agents are falling behind.
TL’s must give proper direction for technical issues. Click Follow the dropdown below for General Troubleshooting steps:
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Use Chrome first
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Try Firefox next followed by IE
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Verify sufficient internet speeds.
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Limit extra internet and app usage as much as possible - Do not stream music or videos.
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If all of the above fails, have the agent chat cXp IT:
cXp chat for agents using cXp equipment: http://itchat.cxpxe.net/
cXp chat for agents using personal equipment: https://public-itchat.cxpxe.net/
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steps (or advise agents to follow the steps) in the “IT Assistance” resource below:
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For AHIP/Aetna issues, click the dropdown below for troubleshooting steps:
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