The TBT SME team will be managed by the Call Cert Coordinator
1-2 Certifiers will take point on ensuring all agents are completing TBTs in a timely manner.
Any issues preventing agents from being able to complete TBTs should be immediately identified by selecting an option from the dropdown in the Citrix TBT Access column of the ESP Tracker.
For agents with issues, all Citrix/SPOC related columns should also be immediately completed.
Refer to the Aetna Master N Number Tracker to verify the date each agent’s N Number request was submitted in order to verify if 10 business days have passed, at which point agents should be advised to do the following:
Call SPOC
Obtain Reference Number
Give the Reference Number to the TBT SME team to update in the ESP Tracker
Agent must leave contact info
Agent must be prepared to answer their phone when SPOC calls back
The SME team is responsible to obtain a status update from each agent each day and notate accordingly in the TBT notes section of the ESP Tracker in the following format: Name - Date - Note
If agents have reported equipment issues, have them login to the external link for Learning Hub, http://cvshealth.sabacloud.com using their Citrix credentials on their personal device (This can only be done if they have access to Citrix)
The SME team is responsible to create a breakout room for agents needing assistance with retaking failed TBTs.
The SME team should also utilize breakout rooms to assist agents with anything else TBT related (ie sending TBTs in the correct PDF format below, etc).
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