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  • Workforce will schedule Cert time in TeleOpti.

  • Operations management will schedule Google Meet Workshops in agents' calendars at times that coincides with the time scheduled in TeleOpti.

  • Agents are expected to stay logged into the Google Meet during the entire course of “Training” time scheduled in TeleOpti.

  • Agents should log out of any personal Gmail accounts before joining the Google Meet. This will cause the Google Meet to prompt you to enter your name when joining. Enter your full name as listed in ADP.

  • Agent’s may mute the Google Meet if there is chatter unrelated to your own cert progress but the chat must be watched in case your TL is trying to reach you.

  • Workshop Leads are expected to follow this process:

    1. Begin each session on time.

    2. Review this Agent Workshop Expectations guide with agents at the beginning of their scheduled time.

    3. Do a roll call and immediately notify WFM in the WFM RC of any agents that are late so they can be reminded to join ASAP.

    4. Remain available to assist agents as needed.

    5. Utilize the cert step-by-step guides to assist agents.

  • When an agent fails a cert exam, the agent should immediately notify their TL/Workshop Lead.

  • When an agent completes the certification, the agent should immediately email their TL/Workshop lead with a screenshot of the cert completion proof as instructed in the step-by-step guide.

  • 16 hours is being allocated for each agent to complete AHIP but for most agents it may be completed much sooner than 16 hours. Please complete as quickly as possible while ensuring no failed final exam attempts.

  • Time spent working on certs is being tracked and failure to complete within the time allowed will result in Coachings/CAPs.

  • If you complete AHIP with time to spare then please dedicate the rest of your scheduled time to completing Aetna certifications.

  • Failed test attempts are also being tracked and may result in Coachings/CAPs.

  • It is prohibited to share exam Q&A’s with others or to assist others with their exams. Anyone engaging in this type of activity will be subject to immediate corrective actions, up to and including termination of

Tip
How to Complete Efficiently

Improved Efficiency

Move through the modules quickly. For AHIP - Pay attention to the practice quiz questions and answers. These Q&A’s are almost all exactly the same Q&A’s on the final exam. You may take notes for yourself regarding these Q&A’s to assist with the final exam, but do not share the Q&A’s with other agents.