The purpose of these calls is to prepare agents for live calls and to ensure agents demonstrate a reasonable level of competency needed to perform the role.
The Call Certification process consists of five total calls; Three PDP calls and two MAPD calls.
The agent will be paired with a Certifier who will play the role of a customer and will grade the call.
The call should be handled through a Google Meet set up by the Certifier. Certifiers (not agents) should Click Here to access their Google calendar and complete the 4 steps outlined in the screenshot below:
Add a title
Click the “Add Google Meet Video Conferencing” link
Enter the email of the agent in the “add guests” field
Click “Save”
The agent should share their screen which will allow the Certifier a more clear understanding of the agent’s performance and allow them to grade more accurately and coach more effectively after the call.
During the first call, the Certifier will provide real-time coaching. This call will automatically receive a score of 100. Agents should take advantage of the opportunity to practice and ask questions to be prepared for the remaining four calls.
During the remaining calls, the Certifier will not provide real-time coaching and instead, will only roleplay as the customer while taking notes and scoring the call.
The Certifier will use the Aetna Excel QA Scorecard (below) to grade the calls and is expected to be fair and consistent.
Note - The certifier will need to click the download button in the upper-right corner in order to use the spreadsheet for scoring:
Agents may review the Scorecard (above) and the QA Definitions Guide (below) to see how the calls are scored to better prepare.
The QA Scorecard scores will be shared with agents after the call so they can see how they were graded.
The agent must receive a score of at least 85 to pass the call.
Agents should be aware that when taking calls after ESP training that a score of 95 is needed to pass QA audits.
The agent must pass four out of the five calls. Failure to meet this expectations may result in termination of employment.
The Certifier should coach the agent after each call on what they did well, what they were marked down for, and anything that will help prepare the agent to be successful in their role.
Certifiers should provide at least some positive feedback to avoid scenarios of providing only negative feedback.
The Certifier should complete all 5 calls to the same spreadsheet and save the Call Cert Tracking form in the following format: AgentLastName_AgentFirstName_[Pass Rate]
100% = 5/5 calls passed
80% = 4/5 calls passed
60% or less = no more than 3 calls passed which means the agent has failed the call certification program.
See screenshot example below:
The Certifier should submit the Scorecard via Microsoft Forms by Clicking Here.
Agents are unable to upload screenshots to Microsoft Forms due to Microsoft functionality limitations. If the Certifier is unable to upload, they should email the screenshot to the ESP TL who will submit the form.
How to Login to Training Contact Center
Agents must follow the steps in the dropdown below to access the call script in the Training Contact Center
Click the “cXp” folder in your bookmarks and select “Training Contact Center”
Login using the following credentials:
Username: [your cxp#]
Password: training
On the following screen, make sure the Outbound dropdown states “Don’t Login Outbound.” Also, make sure the “Inbound” checkmark is checked. Select “Login”
Select “Initiate Connection”
Select “Nailup”
Zoiper should now populate. Select “Answer”
Select “Initiate Agent”
Select “Click here to start calling”
It should now say “You are now waiting for a connection”
Pull Zoiper back up and select “Dialpad”
Enter the following two phone number into the Dialpad and select “Call”
844 111 0021This will populate the call script:
You will now hear hold music. Click the little mute button in the bottom-left corner of Zoiper to mute the music.
Click the “Greeting” tab to skip to the greeting section of the call script.
How to Login to CNRX
Agents must follow the steps in the dropdown below in order to login to CNRX
Click the Training CNRX Link and login with the following credentials:
Username: aetnaclient
Password: 23aetnaclient
Important: If you have issues with the Training CNRX Link, utilize the Live CNRX Link using “calltest” for both the username and password.
Login the next screen with the following credentials:
Username: calltest
Password: calltest
Click “New Profile” and select “New beneficiary”
Important note regarding CNRX Access - After agents complete ESP and transition to production, they usually transition first to the unlicensed queue. Please be aware that you will not have access to CNRX during this time. CNRX access is activated upon transitioning to the licensed queue once you become RTS.
Technical Issues - Troubleshooting
If you cannot login to CTI or if you receive the “20 error” on Zoiper, reboot your computer.
If there is ‘yes/no’ dropdown that is not displaying options, disposition the call, log out of CTI and log back in.
If the CTI screen freezes, you must do a hard restart on your computer.
If you have issues with the Training CNRX Link, utilize the Live CNRX Link using “calltest” for both the username and password.
Do Not submit an application in the Live CNRX environment