The Licensing Team is responsible to ensure all agents stay productive and complete all tasks within the three day timeframe allocated for agents to complete AHIP and Aetna Certifications. Please adhere to the following expectations.
Prepare a Go To Training (G2T)
Send the G2T link to agents at least 24 hours in advance
There should be two-15 min breaks and one-30 min lunch break each day
Share screen with expectations posted including lunch/break times, etc
Keep all agents muted in the G2T to minimize distractions.
Show agents how to navigate to the AHIP step-by-step guide. This does not need to be reviewed in detail. However, the importance of placing the N-Number instead of the NPN number in the appropriate location cannot be emphasized strongly enough.
Show the agents how to navigate to the Aetna step-by step guide. This does not need to be reviewed in detail. However, the screenshot proof example of the 13 green checkmarks toward the end of the guide should be reviewed with agents to ensure the correct screenshot is submitted.
Monitor attendance as outlined in the Tracking Sheet Coordination guide.
Remain available in the G2T all day actively assisting agents.
Create as many breakout rooms as needed to assist agents.
Verify agent engagement by having agents raise hands before each break and take them down after break. Any agent who fails to raise/lower hands both before/after a break should be marked MIA.
For technical issues, advise agents to follow the steps in the “IT Assistance” resource below:
Important Note - One of the main issues to resolve during ESP is receipt of equipment and verification that equipment is functioning properly. The above document outlines how to handle these issues.
For AHIP/Aetna issues, click the dropdown below for troubleshooting steps:
TL’s are responsible to set up Google Meets for Shadowing and may need to assist with the process of allowing agents to join these Meets.
TL’s must hold the agents accountable according to the Agent Timeframe Expectations.
TL’s must hold agents accountable according to the Attendance Policy.
TL’s must hold agents accountable according to the Failed Cert Exams Guide.
TL’s must ensure all Tickets have been submitted before logging off each evening using the five forms listed at the bottom of this page.
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:
TL’s must ensure the ESP Tracker is up to date before logging off each evening.
This includes AHIP/Aetna status, TBT status, Call Cert status, Equipment status, and RTS/No More Forms status.
TLs must notify PMs immediately when an agent has completed all ESP tasks to allow the PM to transition the agent to production.
Be mindful of any ‘red-flag’ situations and notify ESP Managers/PMs as needed. For example, something surfaces form a carrier background check that looks like it may inhibit the agent’s possibility of being appointed.
Tracking Forms
Carrier Cert Completion Form
TBT Completion Form
Call Certification Form
Failed Carrier Cert Exams
Carrier Tickets