Versions Compared

Old Version 2

changes.mady.by.user Michael Gaudette

Saved on

compared with

New Version 3

changes.mady.by.user Michael Gaudette

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

...

  • Prepare a Go To Training (G2T)

  • Send the G2T link to agents at least 24 hours in advance

  • There should be two-15 min breaks and one-30 min lunch break each day

  • Share screen with expectations posted including lunch/break times, etc

  • Keep all agents muted in the G2T to minimize distractions.

  • Show agents how to navigate to the AHIP step-by-step guide. This does 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.

  • Show the agents how to navigate to the Aetna step-by step guide. This does not need to be reviewed in detail. However, the screenshot proof example of the 13 green checkmarks toward the end of the guide should be reviewed with agents to ensure the correct screenshot is submitted.

  • Monitor attendance as outlined in the Tracking Sheet Coordination guide.

  • Remain available in the G2T all day actively assisting agents.

  • Create as many breakout rooms as needed to assist agents.

  • Verify agent engagement by having agents raise hands before each break and take them down after break. Any agent who fails to raise/lower hands both before/after a break should be marked MIA.

  • For technical issues, advise agents to follow the steps in the “IT Assistance” resource below:

View file
nameIT Assistance.pdf

Important Note - One of the main issues to resolve during ESP is receipt of equipment and verification that equipment is functioning properly. The above document outlines how to handle these issues.

  • For AHIP/Aetna issues, click the dropdown below for troubleshooting steps:

Expand
titleAHIP/Aetna/Producer World Troubleshooting

  • First, try all of the “General Troubleshooting” steps, as applicable.

  • For payment issues where AHIP prompts agent they will need to pay:

    • Capture a screenshot and email to the ESP TL who will submit a Carrier Ticket.

  • If the following error message is received:

    "We were unable to locate an NPN with the National Insurance Producer Registry with the information provided. Please verify the accuracy of your information and try again. If you require additional assistance, please contact support."

    Do not contact AHIP support. First, verify agent information was registered their profile correctly. ie Name, NPN, Tax ID, etc.

  • If the issue is new or an error that is not listed above, gather screenshots and/or error verbiage and email to the ESP TL who will submit a carrier ticket.

  • If agents receive the error screen that their name does match when registering with Producer World, the TL should create a Carrier Ticket and email dhooley@connexionpoint.com.

  • If directed to contact AHIP or Aetna, contact information is below:

  • TL’s are responsible to set up Google Meets for Shadowing and may need to assist with the process of allowing agents to join these MeetsTech Issues - Troubleshooting guide.

  • TL’s must hold the agents accountable according to the Agent Timeframe Expectations.

  • TL’s must hold agents accountable according to the Attendance Policy.

  • TL’s must hold agents accountable according to the Failed Cert Exams Guide.

  • TL’s must ensure all Tickets have been submitted before logging off each evening using the five forms listed at the bottom of this page.

  • When agents fail to meet expectations outlined in the policies above, the agent must be verbally coached and this coaching must be documented. TLs should utilize the following resource to assist with this process:

...