TBTs (Technology-Based Trainings) must be completed each year. The trainings span a wide-range of topics that ensure we are prepared to handle various aspects of the agent role.
Some TBTs only require an attestation. However, many have a final exam which must be passed within three attempts.
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 notify the ESP TL.
TBTs are located in Citrix. Click the dropdown below for instructions on how to access Citrix and how to locate each TBT
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.
The SecureToken is the token number off the authenticator app that you downloaded on your phone.
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.
You should see the Heartbeat page:
If you do not see the Heartbeat page, click on the house in the tool bar.
Click on the Apps and Tools icon at the top of the homepage.
Click on the Learning Hub in the list. Make note that these may change order, so you may have to scroll to find it.
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 as soon as possible.
If there is a course to complete that is not listed under My Learning, type in the course number in the search bar and hit enter.
Validate the course name (for a list of all TBTs including their course numbers, scroll further down and click the “TBT List” dropdown).
Select Launch and begin the course.
You will also find your Completed Learning toward the bottom of the screen. This will provide you the course number and the date the training was completed.
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.
Once you click the View All you should 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.
There are 16 TBTs. Click the dropdown below for the list.
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:
Scroll to the right of the “My Completed Learning” page (there is a scroll bar at the bottom of the page, or you may zoom out) 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”
This will save the file to Citrix. To access the file, you must login to Citrix if you are not logged in already. Click Here to navigate to Citrix.
Click “Apps” and then select “Word Office 365 ProPlus”
A file should download to the bottom-left corner of your browser. Click on the downloaded file:
This will open Microsoft Word. Click “Open” followed by “Browse”
Select “Documents” and you should now see the saved PDF.
Email this to the ESP TL by dragging and dropping it as an attachment to the email.
To capture the correct screenshot, click “Print Certificate” next to each completed TBT.
Follow the steps in the dropdown below if you have not yet created a folder to store your completion proofs.
Open Windows Explorer (the folder icon circled in red below)
Right-Click “Documents”
Select “New”
Select “Folder”
Name the folder “Completion Proofs”.
Open your Documents folder in Windows Explorer
Right-Click the “Completion Proofs” folder
Select “Pin to Quick access”
You now have a folder designated to store your completion proofs located in your “Documents” folder of Windows Explorer and easily accessed through your “Quick Access” folder:
Save the Word Document to your Completion Proofs folder so that you may locate it in the future if needed.
The naming convention should be as follows: [Last Name_First Name_Assignment]
Follow the steps in the dropdown below to save to your Completion Proofs folder
Select “File”
Select “Save As”
Select “Browse”
Scroll to the top to find the “Quick Access” folder
Select the “Completion Proof” folder which is a subfolder under the Quick Access folder
Name the Proof according to the Cert/TBT which has been completed
Select “Save”
Email your proof to the ESP TL. The TL will upload your certificates into a Completion Tracker used to track which agents have completed each task.
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:
Go to Outlook and right-click “Folders”
Select “Create new folder”
Label your new folder “Completion Proof Emails”
You should now see your Completion Proof Emails folder under the “Folders” dropdown of Outlook
Select “Sent Items”
Right-click the completion email that you need to keep track of
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)
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.
You are finished with TBTs once all certificate screenshots have been emailed to the ESP TL