ESP training will last for 40 hours (five days).
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1 Hour is designated to cover ESP training introduction and expectations.
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28 work hours (3.5 days) are being allocated for each agent to complete AHIP, FWA, General Compliance, Non-discrimination, and the Aetna certification. For most agents, it may be completed much sooner than 28 hours.
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Each Call Certification should take no longer than 45 minutes; 30 minutes for the call and 15 minutes for the Certifier to provide coaching. There are 5 call scenarios. 45 min x 5 calls = 3 hours, 45 minutes.
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There are 11 TBTs. Each TBT should take no longer than 30 minutes, on average, which equates to 5.5 hours.
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The total time to complete all items according to the timeline listed above equates to 38.25 hours.
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Failure to complete within 40 hours (5 days) will result in Written CAP with an additional 8 hours allocated.
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Failure to complete within 48 hours (6 days) will result in a Final CAP.
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Agents are expected to review and adhere to the timeframe expectations outlined in the attachment below.
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