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| Warning |
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Failing a TBT three times will lock you out permanently and may result in termination of employment. |
If you fail an exam, it is mandatory to immediately IMMEDIATELY notify the ESP TL.
TBTs are located in Citrix.
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To log into Citrix, go to access.aetna.com. Your user name is your N#, you should have reset your password in training and will use that same password here.
Click the Token Self-Service link in the screenshot below to set up SecureToken. The SecureToken is the token number off the authenticator app (Symantec VIP) that you downloaded download on your phone.
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Agents will be prompted to enter their N number followed by their Citrix password, followed by a code which looks like the following screenshot:
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You should now be able to login:
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| Note |
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Important - If you do not show apps loaded in Citrix, including Google Chrome, immediately notify the ESP TL. |
The ESP TL has reporting which indicates when your N-Number was requested.
We must wait 10 business days after the N-Number request to allow things to process before we can escalate the issue.
The ESP TL is responsible to notify you when you hit the 10-day mark.
At the 10-day mark, the agent must call SPOC: 888-905-9500.
The agent should leave their a current working phone number with the SPOC agent in case SPOC needs to follow up with the agent laterSPOC for future follow ups. Please be aware that the return call will not be the same as the 888 number above, however the caller ID will show Aetna.
Gather the incident number and date of call. This information must be communicated to the ESP TL who will update the master tracking sheetESP Tracker.
| Note |
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Important: Agents |
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must be prepared to answer their phone |
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when SPOC calls |
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back |
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Once you log in, you will select the Google Chrome icon to get started. DO NOT USE Internet Explorer. TBTs tend to have issues when IE is used.
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You should see the Heartbeat page:
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If you do not see the Heartbeat page, click on the house in the tool bar.
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Click on the Apps and Tools icon at the top of the homepage.
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In the Learning Hub, you will see a section called My Learning and the courses that you need to complete will be listed here. Please complete them , there will be preloaded courses here but there are more to complete (listed below). Complete these as soon as possible.
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If there is a course to complete that is For courses not listed under My Learning, type in the course number in the search bar and hit enter. Please note, if the course number does not yield a search result then you may use the course name instead.
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Validate the course name (for a list of all TBTs including their course numbers, scroll further down and click the “TBT List” dropdownto view the TBT list).
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Select Launch and begin the course.
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To provide your TL with a screenshot of all your completed courses, at the bottom of the page, you will find a link to View All.
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Once you click the View All you should Next, click “Load More:”
You should now be able to see all your completed courses. From here you can take a screenshot. Make sure that you include your name in the top right corner.
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There are 15 TBTs. Click Please refer to the dropdown table below for the list.
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| title | TBT List |
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course names and numbers:
Course ID | Course Title |
211629 | Medicare Overview |
211969 | Medicare Overview Video 1 |
211970 | Medicare Overview Video 2 |
211971 | Medicare Overview Video 3 |
207122 | Nondiscriminatory Provision of the ACA |
845005 | Aetna Financial Sanctions and Sanctioned Countries Guidance |
211475 | Corporate Records Management Training |
374259001 | Medicare Hearing Impairment Assistance |
800302 | Security Awareness Training |
800270 | Privacy Awareness and HIPAA Privacy |
800119 | Promoting a Harassment Free Work Environment |
800159 | Recognizing and Preventing Workplace Violence - Part 1 |
800169 | Recognizing and Preventing Workplace Violence - Part 2 |
800007 | CVS Health Code of Conduct and Compliance Training |
800121 | CVS Health Business Firewall Training |
Each TBT should take no longer than 30 min to complete on average.
After all TBTs are completed, capture a screenshot. Click the dropdown below for instructions on how to capture all completions in one screenshot:
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How to
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Download a PDF for all TBT Completions
Go to cvshealth.sabacloud.
Login with your Citrix credentials.
Scroll to the
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bottom of the
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page and click “View All”
Next, click “Load More” at the bottom of the page
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.
Scroll to the top of the page and click the print icon in the upper-right corner of the screen:
Click the Print button in the upper-right corner.
Toggle the dropdown and select “Save as PDF”
Click “Save”
Save to the “Documents” folder. Name it as follows: LastName_FirstName_TBTs. Click “Save”
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You have now saved to your computer. To
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email the file
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Click “Apps” and then select “Word Office 365 ProPlus”
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A file should download to the bottom-left corner of your browser. Click on the downloaded file:
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This will open Microsoft Word. Click “Open” followed by “Browse”
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Select “Documents” and you should now see the saved PDF.
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The Screenshot should look like this:
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Email your TBT completion screenshot to the ESP TL by dragging and dropping it as an attachment to your email.
Keep track of the completion proof emails you send just in case anyone loses track of your proof to ensure you can validate that you followed the correct process. To do this, follow the steps in the dropdown below:
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| title | How to Keep Track of Completion Proof Emails |
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Go to Outlook and right-click “Folders”
Select “Create new folder”
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Label your new folder “Completion Proof Emails”
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You should now see your Completion Proof Emails folder under the “Folders” dropdown of Outlook
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Select “Sent Items”
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Right-click the completion email that you need to keep track of
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Select “Copy”
Select the “Completion Proof Emails” folder (you may need to search for it by selecting “Copy to a different folder” if it does not populate right away)
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Now, when you select your “Completion Proof Emails” folder in Outlook, you should see that the Cert Proof email has been copied to this folder for future reference.
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, open a new email, click the attachment icon, and locate the file within your documents folder. Send the email to the Cert Coordinator and cc your TL. Enter the following into the subject line: “Your Name - TBTs
The PDF should look like this:
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| Tip |
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You are finished with TBTs once all TBTs are completed and the completion proof is has been emailed to the ESP TLCert Coordinator. |