Timeframe Expectations
Call Certs should take no longer than 4 hours to complete once a Certifier has connected with an agent.
While waiting for a Certifier, TBTs should be completed and should take no longer than 8 hours.
Therefore, Call Certs+TBTs should take no more than 2 days.
If an agent has not completed Call Certs + TBTs after 3 days, a documented coaching should be delivered setting the expectation that:
Should the agent not complete within one more business day, a written CAP will be delivered.
If not completed after one more business day, a Final CAP will be delivered.
If not completed after one more business day, the agent may be termed.
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Assign 1-2 Certifiers as TBT SMEs to ensure all agents are completing TBTs in a timely manner.
Update the “Date of N Number Request” column of the ESP Tracker for each class using info from the Aetna Master N Number Tracker.
Upload the completed TBTs to the TBT Tracking Form.The TBT Completion proofs will be located in the TBT Tracking Sheetfor future reference.
Update the “All TBTs Complete?” column of the ESP tracker once uploaded.
The Cert Coordinator is responsible to ensure agents report their daily progress.
Access the “ESP Agent Progress Report” found in the cXp Leadership Drive.
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.
The agent progress report as well as the direct emails from agents should be updated in the ESP tracker. Notes should be in the following format: Date - Name - Note.
Send an end of day TBT Completion report to the Aetna Leadership distro list each evening.
TBT SME Expectations
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Agent should capture a screenshot showing they searched for TBTs by course number and course name.
The TBT SME team should assist agents with this as needed. Compile and send to Torrey, Amanda, and Danielle. Update the “Searched by Course Number” field in the ESP Tracker.
If agents have reported equipment issues, have them login to the external link for Learning Hub, http://cvshealth.sabacloud.com using their Citrix credentials on their personal device (This can only be done if they have access to Citrix)
The SME team is responsible to create a breakout room for agents needing assistance with retaking failed TBTs or to assist agents with anything else TBT related (ie sending TBTs in the correct PDF format below, etc).
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