TBT SME Team Expectations

Timeframe Expectations

Call Certs should take no longer than 4 hours to complete once a Certifier has connected with an agent.
While waiting for a Certifier, TBTs should be completed and should take no longer than 8 hours.
Therefore, Call Certs+TBTs should take no more than 2 days.
If an agent has not completed Call Certs + TBTs after 3 days, a documented coaching should be delivered setting the expectation that:
1. Should the agent not complete within one more business day, a written CAP will be delivered.
2. If not completed after one more business day, a Final CAP will be delivered.
3. If not completed after one more business day, the agent may be termed.

Cert Coordinator Expectations

Assign 1-2 Certifiers as TBT SMEs to ensure all agents are completing TBTs in a timely manner.
Update the “Date of N Number Request” column of the ESP Tracker for each class using info from the Aetna Master N Number Tracker.
Upload the completed TBTs to the TBT Tracking Form. The TBT Completion proofs will be located in the TBT Tracking Sheet for future reference.
Update the “All TBTs Complete?” column of the ESP tracker once uploaded.
The Cert Coordinator is responsible to ensure agents report their daily progress.
- Access the “ESP Agent Progress Report” found in the cXp Leadership Drive.
- Set the expectation that it is mandatory for each agent to self-report their progress before logging off each evening and that if an agent does not have access to the shared sheet that they must report their progress via email to the Cert Coordinator.
The agent progress report as well as the direct emails from agents should be updated in the ESP tracker. Notes should be in the following format: Date - Name - Note.
Send an end of day TBT Completion report to the Aetna Leadership distro each evening.

TBT SME Expectations

Obtain a status update from each agent each day. Leave detailed notes in the TBT notes section of the ESP Tracker in the following format: Name - Date - Note.
Any issues preventing agents from being able to complete TBTs should be immediately identified by selecting an option from the dropdown in the Citrix TBT Access column of the ESP Tracker.
For agents with issues, all Citrix/SPOC related columns should be immediately completed.
SPOC should be called for agents with password reset issues, no Citrix apps showing, or learning hub issues.
Verify if 10 business days have passed since N Number was requested (found in ESP Tracker), at which point agents should be advised to do the following:
- Call SPOC: (888) 905-9500
- Obtain Incident Number
- Give the Incident Number to the TBT SME team to update in the ESP Tracker.
- Agent must leave a working phone number through which the agent can be immediately reached.
- Set the expectation with agents to be prepared to answer their phone when SPOC calls back.

For agents who are able to login to Citrix, but unable to locate a TBT, follow this process:

Agent should capture a screenshot showing they searched for TBTs by course number and course name.
The TBT SME team should assist agents with this as needed. Compile and send to Torrey, Amanda, and Danielle. Update the “Searched by Course Number” field in the ESP Tracker.
If agents have reported equipment issues, have them login to the external link for Learning Hub, http://cvshealth.sabacloud.com using their Citrix credentials on their personal device (This can only be done if they have access to Citrix)
The SME team is responsible to create a breakout room for agents needing assistance with retaking failed TBTs or to assist agents with anything else TBT related (ie sending TBTs in the correct PDF format below, etc).

How to Complete TBTs for Agents with Equipment Issues

DO NOT LOGIN TO CITRIX