AHIP Training Team Expectations
- Michael Gaudette (Unlicensed)
- Sanequa Robinson (Unlicensed)
The Training Team is responsible for agents remaining productive while completing Producer World, AHIP, and Aetna courses within the 3.5 days allocated for these items to be completed. Please adhere to the following expectations.
Set clear timeframe expectations as follows:
Day | Minimum Completion Requirement | Pace to Remain on Track |
|---|---|---|
End of Day 1 | Modules 1-2 Reviewed. Screenshots of all correct answers to the practice quizzes for modules 1-2 captured. | No more than 3 hours per module |
End of Day 2 | Modules 3-4 Reviewed. Screenshots of all correct answers to the practice quizzes for modules 3-5 captured. | No more than 3 hours per module |
End of Day 3 | Modules 5 Reviewed. Screenshots of all correct answers to all practice quizzes captured. AHIP Final Completed. Aetna cert courses completed. 13 green checkmarks completion proof emailed to slc.licensing@connexionpoint.com | No more than 3 hours per module. AHIP Final - no longer than 2 hours. |
First Half of Day 4 | Aetna Product Modules Completed | No more than 4 hours |
TLs should coordinate with HR to issue a Final CAP for any agents not completed after the 3.5 days allowed with the expectation that failure to complete within another 8 hours may result in termination of employment, unless the agent had issues beyond their control which caused delays (ie did not receive N-Number on time, etc).
Three, 3 hour OT sessions will be scheduled for these agents to finish.
Show agents how to navigate to the AHIP step-by-step guide. This does not need to be reviewed in detail. However, the following should be strongly emphasized:
Placing the N-Number instead of the NPN number in the appropriate location (to avoid payment issues).
The AHIP best practice of taking screenshots of the five practice quizzes. About 98% of the Q’s/A’s in the practice modules are exactly the same as in the final exam. There should be no reason to not pass on the first attempt when agents follow capture screenshots of all correct answers from the practice quizzes.
The following two items should be identified and resolved ASAP on day one of AHIP:
Agents with payment issues
Agents with login issues
Show agents how to navigate to the Aetna step-by step guide. This does not need to be reviewed in detail. However, the screenshot example of the 13 green checkmarks toward the end of the guide should be reviewed to ensure the correct screenshot is submitted upon completion.
The TL should monitor and track attendance as outlined in the Tracking Sheet Guide guide.
Remain available in the G2T all day, actively assisting agents.
Create as many breakout rooms as needed to assist agents.
Verify agents are remaining engaged by monitoring cameras and having agents raise hands before each break and lowering them after each break. Agents who are unresponsive when asked to raise/lower hands twice in a row are considered MIA and should be marked accordingly.
For technical issues, advise agents to follow the steps outlined in the Tech Troubleshooting guide.
TLs are responsible to Coach/CAP as appropriate for failure to meet expectations regarding the following policies
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:
The Licensing Team must ensure the ESP Tracker is up to date before logging off each evening.
This includes AHIP/Aetna status, Equipment status, and RTS/No More Forms status. Each of these 3 items has a column dedicated in the ESP Tracker and should be notated in the following format: Name - Date - Note.
The Licensing team is responsible to prepare the Agent Progress Report.
Download the “ESP Agent Progress Report Template” found in the cXp Leadership Drive.
Update agent names and OID numbers.
Rename and upload the updated sheet to the cXp Leadership Drive.
Share the sheet with all agents' personal and cXp email addresses.
Share the sheet with each agent’s TL.
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.
Identify any situations which may inhibit each agent’s ability to sell (ie. agent needs a release, agent does not have health license, etc). These should be notated in the ESP tracker and immediately reported to Ops Management.
AHIP+Aetna cert completion proofs (the 13 green checkmarks) should be submitted via the Carrier Cert Completion Form.
Once submitted, the AHIP+Aetna Completion column of the ESP Tracker should be updated.
Completions must be updated in the Completion form and the ESP Tracker ASAP after receiving from each agent to ensure up-to-date and accurate daily reporting.
Completion proof submissions may be later viewed via the Carrier Cert Completion Tracking Sheet.