The Licensing Team is responsible for agents remaining productive while completing Producer World, AHIP, and Aetna within the 3.5 days allocated for these items to be completed. Please adhere to the following 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 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.
Show agents how to navigate to the Aetna step-by step guide. This does not need to be reviewed in detail. However, the screenshot 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.
The TA should monitor and track attendance as outlined in the Tracking Sheet Guide guide.
Remain available in the G2T all day, actively assisting agents.
Create as many breakout rooms as needed to assist agents.
Verify agents are remaining engaged by monitoring cameras and having agents raise hands before each break and lowering them after each break. Agents who are unresponsive when asked to raise/lower hands twice in a row are considered MIA and should be marked accordingly.
For technical issues, advise agents to follow the steps in 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:
The Licensing Team must ensure the ESP Tracker is up to date before logging off each evening.
This includes AHIP/Aetna status, Equipment status, and RTS/No More Forms status.
Licensing Team must notify ESP manager immediately when an agent has completed all AHIP/Aetna tasks to transition the agent to training.
Be mindful of any ‘red-flag’ situations and notify ESP Managers/PMs as needed. For example, something surfaces from a carrier background check that looks like it may inhibit the agent’s possibility of being appointed.
Tracking Forms