Timeframe Expectations
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Assign 1-2 Certifiers as TBT SMEs to ensure all agents are completing TBTs in a timely manner.
Update the “Date of N Number Request” column of the ESP Tracker for each class using info from the Aetna Master N Number Tracker.
Upload the completed TBTs to the TBT Tracking Form.The TBT Completion proofs will be located in the TBT Tracking Sheetfor future reference.
Update the “All TBTs Complete?” column of the ESP tracker once uploaded.
Send an end of day TBT Completion report to the Aetna Leadership distro list each evening.
TBT SME Expectations
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Agent should capture a screenshot showing they searched for TBTs by course number and course name.
The TBT SME team should assist agents with this as needed. Compile and send to Torrey, Amanda, and Danielle. Update the “Searched by Course Number” field in the ESP Tracker.
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 or to assist agents with anything else TBT related (ie sending TBTs in the correct PDF format below, etc).
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