The Licensing Training Team is responsible to ensure all for agents stay productive and complete all tasks within the three day timeframe allocated for agents to complete AHIP and Aetna Certificationsremaining productive while completing Producer World, AHIP, and Aetna courses within the 3.5 days allocated for these items to be completed. Please adhere to the following expectations.
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”Go To” Training Expectations.
Set clear timeframe expectations as follows:
Day | Minimum Completion Requirement | Pace to Remain on Track |
|---|---|---|
End of Day 1 | Modules 1-2 Reviewed. Screenshots of all correct answers to the practice quizzes for modules 1-2 captured. | No more than 3 hours per module |
End of Day 2 | Modules 3-4 Reviewed. Screenshots of all correct answers to the practice quizzes for modules 3-5 captured. | No more than 3 hours per module |
End of Day 3 | Modules 5 Reviewed. Screenshots of all correct answers to all practice quizzes captured. AHIP Final Completed. Aetna cert courses completed. 13 green checkmarks completion proof emailed to slc.licensing@connexionpoint.com | No more than 3 hours per module. AHIP Final - no longer than 2 hours. |
First Half of Day 4 | Aetna Product Modules Completed | No more than 4 hours |
TLs should coordinate with HR to issue a Final CAP for any agents not completed after the 3.5 days allowed with the expectation that failure to complete within another 8 hours may result in termination of employment, unless the agent had issues beyond their control which caused delays (ie did not receive N-Number on time, etc).
Three, 3 hour OT sessions will be scheduled for these agents to finish.
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 following should be strongly emphasized:
Placing the N-Number instead of the NPN number in the appropriate location
(to avoid payment issues).
The AHIP best practice of taking screenshots of the five practice quizzes. About 98% of the Q’s/A’s in the practice modules are exactly the same as in the final exam. There should be no reason to not pass on the first attempt when agents follow capture screenshots of all correct answers from the practice quizzes.
The following two items should be identified and resolved ASAP on day one of AHIP:
Agents with payment issues
Agents with login issues
Show 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 upon completion.
Monitor The TL should monitor and track attendance as outlined in the Tracking Sheet CoordinationGuide 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 agents are remaining engaged by monitoring cameras and having agents raise hands before each break and take lowering them down after each break. Any agent who fails Agents who are unresponsive when asked to raise/lower hands both before/after a break twice in a row are considered MIA and should be marked MIAaccordingly.
For technical issues, advise agents to follow the steps in the “IT Assistance” resource below:
| View file | ||
|---|---|---|
|
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 | ||
|---|---|---|
| ||
|
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 Meets.
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.
outlined in the Tech Troubleshooting guide.
TLs are responsible to Coach/CAP as appropriate for failure to meet expectations regarding the following policies
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:
...
For Written CAPs, Final CAPs, and Terms, TLs should utilize the following CAP Template resource to assist:
| View file | ||
|---|---|---|
|
...
TL’s The Licensing Team must ensure the ESP Tracker is up to date before logging off each evening.
This includes AHIP/Aetna status, TBT status, Call Cert status, Equipment status, and RTS/No More Forms status.
TLs must notify PMs immediately when an agent has completed all ESP tasks to allow the PM to transition the agent to production.
Be mindful of any ‘red-flag’ situations and notify ESP Managers/PMs as needed. For example, something surfaces form a carrier background check that looks like it may inhibit the agent’s possibility of being appointed.
Tracking Forms
Carrier Cert Completion Form
TBT Completion Form
Call Certification Form
Failed Carrier Cert Exams
Each of these 3 items has a column dedicated in the ESP Tracker and should be notated in the following format: Name - Date - Note.
The Licensing team is responsible to prepare the Agent Progress Report.
Download the “ESP Agent Progress Report Template” found in the cXp Leadership Drive.
Update agent names and OID numbers.
Rename and upload the updated sheet to the cXp Leadership Drive.
Share the sheet with all agents' personal and cXp email addresses.
Share the sheet with each agent’s TL.
Set the expectation that it is mandatory for each agent to self-report their progress before logging off each evening and that if an agent does not have access to the shared sheet that they must report their progress via email to the Cert Coordinator.
Identify any situations which may inhibit each agent’s ability to sell (ie. agent needs a release, agent does not have health license, etc). These should be notated in the ESP tracker and immediately reported to Ops Management.
AHIP+Aetna cert completion proofs (the 13 green checkmarks) should be submitted via the Carrier Cert Completion Form.
Once submitted, the AHIP+Aetna Completion column of the ESP Tracker should be updated.
Completions must be updated in the Completion form and the ESP Tracker ASAP after receiving from each agent to ensure up-to-date and accurate daily reporting.
Completion proof submissions may be later viewed via the Carrier Cert Completion Tracking Sheet.