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 (Symantec VIP) 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 a current working phone number with SPOC for future follow ups. Please be aware that the return call will not be the same as the 888 number above, however the caller ID will show Aetna.
Gather the incident number and date of call. This information must be communicated to the TL who will update the ESP Tracker.
Important: Agents must be prepared to answer their phone when SPOC calls 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). Complete these as soon as possible.
For courses not listed under My Learning, type in the course number in the search bar and hit enter. Please note, if the course number does not yield a search result then you may use the course name instead.
Validate the course name (for a list of all TBTs including their course numbers, scroll further down to view the TBT list).
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.
Next, click “Load More:”
You should now be able to see all your completed courses.
There are 15 TBTs. Please refer to the table below for the course names and numbers:
Course ID | Course Title |
211629 | Medicare Overview |
211969 | Medicare Overview Video 1 |
211970 | Medicare Overview Video 2 |
211971 | Medicare Overview Video 3 |
207122 | Nondiscriminatory Provision of the ACA |
845005 | Aetna Financial Sanctions and Sanctioned Countries Guidance |
211475 | Corporate Records Management Training |
374259001 | Medicare Hearing Impairment Assistance |
800302 | Security Awareness Training |
800270 | Privacy Awareness and HIPAA Privacy |
800119 | Promoting a Harassment Free Work Environment |
800159 | Recognizing and Preventing Workplace Violence - Part 1 |
800169 | Recognizing and Preventing Workplace Violence - Part 2 |
800007 | CVS Health Code of Conduct and Compliance Training |
800121 | CVS Health Business Firewall Training |
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:
How to Download a PDF for all TBT Completions
Go to cvshealth.sabacloud.
Login with your Citrix credentials.
Scroll to the bottom of the page and click “View All”
Next, click “Load More” at the bottom of the page.
Scroll to the top of the page 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”
You have now saved to your computer. To email the file, open a new email, click the attachment icon, and locate the file within your documents folder. Send the email to the Cert Coordinator and cc your TL. Enter the following into the subject line: “Your Name - TBTs
The PDF should look like this:
