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• Workforce will schedule Cert time in TeleOpti at times that will have the least impact on Service Levels.

• 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.

• When logging into the Google Meet, enter your full name as listed in ADP.

• Workshop Leaders Leads are expected to follow this process:

  1. Begin each session on time.

  2. Review this Agent Workshop Expectations guide with the classagents 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. Go through Remain available to assist agents as needed.

  5. Utilize the cert step-by-step guide with the class to keep everyone on pace and moving efficiently.

  6. However, agents who are comfortable setting their own pace may move ahead of the group to finish sooner.

  7. If one or two agents get stuck then the Workshop Leader should continue assisting the majority of the group before assisting one-off situations.

  8. For AHIP, 15 minutes will be allocated for agents to complete each of the practice module quizzes on their own. The class will then review their Q’s/A’s together because most Q’s/A’s appear exactly the same way on the Final exam as they do on the practice quizzesguides to assist agents.
     

• When an agent fails a cert exam, the agent is expected to follow the instructions outlined in the Cert Exams Guideshould immediately email the Workshop Lead and cc their direct TL.

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

• Workshops may sometimes be cut short if agents are needed back on the phones due to service levels in which case you will be scheduled at a later time if the cert is not completed.

• 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 in the Workshops working on certs is being carefully 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 carefully 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 and severe corrective actions, up to and including termination of employment. .It is ok to go over the AHIP Q&A’s as a group because those are the Q&A’s in the practice quizzes. This is no longer acceptable when taking the final exam.

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• Email a status update of your cert progress to the Workshop Leads before logging off for the day. This information is needed to determine who needs to be rescheduled and for how long.