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 result in termination of employment.
If you fail an exam, it is mandatory to IMMEDIATELY notify the TL.
TBTs are located in Citrix.
How to login to Citrix
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.
Click the Token Self-Service link in the screenshot below to set up SecureToken. The SecureToken is the token number off the authenticator app that you download on your phone.
Agents will be prompted to enter their N number followed by their Citrix password, followed by a code which looks like the following screenshot:
You should now be able to login:
Important - If you do not show apps loaded in Citrix, including Google Chrome, immediately notify the TL.
We must wait 10 business days after the N-Number request to allow things to process before we can escalate the issue.
At the 10-day mark, the agent must call SPOC: 888-905-9500.
The agent should leave their phone number with the SPOC agent in case SPOC needs to follow up with the agent later.
Gather the incident number and date of call. This information must be communicated to the TL who will update the master tracking sheet.
Agents should be prepared to answer their phone in case SPOC calls them back.
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:
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, there will be preloaded courses here but there are more to complete (listed below). Please complete them as soon as possible.
For courses 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 15 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.
The Screenshot should look like this:
Email your TBT completion screenshot to the ESP TL by dragging and dropping it as an attachment to your email.
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 TBTs are completed and the completion proof is emailed to the ESP TL.