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The TBT SME team will be managed by the Call Cert Coordinator

  • 1-2 Certifiers will take point on ensuring all agents are completing TBTs in a timely manner.

  • 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 also be immediately completed.

  • Refer to the Aetna Master N Number Tracker to verify the date each agent’s N Number request was submitted in order to verify if 10 business days have passed, at which point agents should be advised to do the following:

    • Call SPOC

    • Obtain Reference Number

    • Give the Reference Number to the TBT SME team to update in the ESP Tracker

    • Agent must leave contact info

    • Agent must be prepared to answer their phone when SPOC calls back

  • The SME team is responsible to obtain a status update from each agent each day and notate accordingly in the TBT notes section of the ESP Tracker in the following format: Name - Date - Note

  • 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.

  • The SME team should also utilize breakout rooms 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

  1. Click this link and go to the external link for Learning Hub

  2. Login using your Citrix credentials

  3. Scroll to the bottom left - click VIEW ALL

  4. Scroll to the bottom and click LOAD MORE

  5. Scroll to the top and click on the little printer on the right

  6. Click the word PRINT

  7. Change the printer to SAVE TO PDF and hit SAVE

  8. Put agent name as the file name in the following format: First Last TBT.pdf

  9. Save to DOCUMENTS

  10. Go to email

  11. Attach the file

  12. Email the attachment to the SME

  • The SME team is responsible for updating each agents progress in the ESP Tracker.

  • The SME team must update the TBT section notes for agents who are incomplete before leaving for the day.

  • The SME team is responsible to upload the completed TBTs to the TBT Tracking Form.

  • TBT Completion Forms will be located in the TBT Tracking Sheet for future reference.

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