2011 Aetna Producer Certification Help Guide. Updated July 28, 2011

Transcription

1 2011 Aetna Producer Certification Help Guide Updated July 28, 2011

2 Table of Contents 1 Introduction Welcome Purpose Preparation Overview Site Overview Site Layout Navigational Menus Left Menu Top Menu My Transcripts Getting Started Registration Login Certification AHIP Course Overview Modules Overview Accessing the Modules Module Completion AHIP Exam Overview Accessing the AHIP Exam Exam Completion Aetna Product Course Overview Accessing Completion Fraud, Waste And Abuse Course Closing Notes Printing Your Certificate Editing your Profile Fields to edit Changing your Password Appendix A Continuing Education Credits Selecting the CE Credit Option... 44

3 1 Introduction The pages in this section are a brief introduction to the 2011 Aetna Producer Certification Process. 1.1 Welcome Welcome to the 2011 Aetna Producer Certification Help Guide. This guide is designed to give you step by step instructions to completing your 2011 Aetna Producer Certification. This manual includes the AHIP certification. This guide consists of six main sections. The first section is an introductory section that gives and overview of this document and an introduction to and preparation guidelines for the certification. Section two is an overview of the site. Sections three and four contain step by step instructions that will guide you through the process of registration and obtaining certification. The fifth section describes the transcript page and explains how to edit your profile. The final section explain continuing education credits. 1.2 Purpose All Aetna producers must obtain certification through this site as part of the process of appointment. This ensures that all producers associated with Aetna have read, and agree to comply with, the rules and regulations set forth by CMS. 1.3 Preparation Before starting the process you will need a few pieces of information. External representatives will need a Producer Number (NPN). Aetna employees will need their Aetna number as well as their NPN. (If you are an aetna employee that needs access but will not be selling Aetna Medicare, you will be using your address in place of a NPN.) Please be sure to allow plenty of time for this process. The entire process may take as much as 4 8 hours. This will of course depend on your current certification status.

4 1.4 Overview The 2011 Aetna Producer Certification is divided into two or three parts depending on your role. Similar to last years certification, all participants will be required to complete the AHIP course and the Aetna Product course. This year, External participants will be required to also complete the Fraud, Waste, and Abuse course. This certification process is required as part of the licensing and appointment process with Aetna. The AHIP portion of the course is similar to the certification in previous cycles. There are 5 modules that must be completed and a final exam. For the 2011 certification year returning users will be able to follow a recertification process. This may lessen the time spent on the certification process for qualified individuals. The Aetna Product course is a single module followed by an assessment. The Fraud, Waste and Abuse course is a single module followed by an assessment. Upon completion of the certification program your results are automatically sent to Aetna.

5 2 Site Overview This section of the user guide is a site overview. It describes the layout of the site and additional features such as viewing transcripts, reports, and other helpful links. 2.1 Site Layout When you first access the site after login the user training page will appear. The user training page is the portal to each piece of the certification. In the middle of the training page are the links to AHIP certification and the Aetna Product certification. On the left side of the screen is the left menu with helpful links to assist in the certification process. On the top right side of the screen is the top menu. This menu provides administrative assistance. 2.2 Navigational Menus There are two main menu areas with helpful links throughout the certification process the left side links and the link on the top right menu. These menus change according to the user s level of access Left Menu On the left side menu is a list of links that will help guide the user through the certification process.

6 A list of the links and corresponding descriptions are located below: Home This link will take you to the home page of the site Training Click here to return to the list of available training modules or courses Transcript To see a copy of your current training progress in the certification track, click this link. Producer World - has tools and information you can use to support your sales performance, including: o An Individual Purchaser Solution (IPS) tutorial to help you get started o Quoting and status tools o Compensation services o Product information o Information about our Sales Incentive Program o Enrollment materials o A personal profile for tracking appointments, license status and updating contact information Center for Medicare and Medicaid Services This is a direct link to the government CMS website Top Menu The menu at the top of the screen contains links that allow administrative tasks.

7 Below is a list of the links with a short description of each: My Profile this link navigates to a page that allows the user to modify their profile. For more information about editing your profile please refer to section 4.4 of this manual. Logoff this link will log a user off the system and return them to the log in page. 2.3 My Transcripts The My Transcripts links will display the current user s academic activity. It will show start and completions dates and times for the AHIP certification and the product module and assessment. This section will describe the various characteristics of the transcript page. The first block of information displays your AHIP progress. From left to right is your recertification status (No if you are not recertifying from a previous year s cycle and Yes if you are), your state of residence, the completion date for each of the five AHIP modules, the latest passing date for the AHIP certification exam, and the most recent passing score. (The last two spaces will be blank if you have not received a passing score.)

8 The next block of information will display all attempts you have made regarding the AHIP Exam.

9 3 Getting Started This section will outline the process of login and registration. Once a user has successfully registered they will have username and password and may return to the site at anytime to view their documents and results. 3.1 Registration When first accessing the site all users must register or at the least verify the information already on file. When you are first directed to the site, the first fields available are the login fields. All users (new and returning) must register. Note: This includes users who certified with AHIP but were not certified through Aetna. To begin, click on the new registration button located above the username and password fields. The button is labeled Click here to register.

10 The next screen will ask if you are an external Aetna representative or an internal Aetna Employee. From this point the system will gather information based on your role with Aetna. For internal Aetna employees: First select YES, you are an Aetna employee. (This also applies to Captive Agents). The system will then ask for your Aetna number. Once entered, your Aetna number is then verified in the database. If your Aetna number is not verified you will need to submit a help desk ticket to have your Aetna number added. (Please see the section Submitting an Internal Trouble Ticket for instructions.) Next you must identify your role within Aetna by selecting from the drop down options: FSR BSR West Telesales Captive Agent Inside Sales

11 BSU Representative Administrative User Next, you will need to enter your cost center (if you do not know your cost center, please inquire with your manager.) For External Aetna Representatives: After you have selected the external option a drop down will appear. Select the appropriate option: Independent Broker General Affinity Affinity FMO Bankers General Agent Call Center Online Distributor Once this selection is made some participants may have an additional drop down to select from to identify their affiliation. This additional drop down may change on an as need basis from time to time. At this point, the remainder of the registration process will be the same for internal and external participants. Now you must enter you National Producer Number or NPN, date of birth and the last four digits of your Social Security Number or SSN. If you do not know your NPN, you may click on the button labeled NPN Lookup. This will open a new window and direct you to the National Producer Number Lookup website. Follow the instructions on that site to obtain your NPN.

12 When you enter the information for these fields it will check the current AHIP database to determine if you are a returning user. Enter your NPN, date of birth, SSN and click the submit button. You are now at the personal registration page. If you are a returning user and the system has verified this, you must verify the information in the fields. If you are a new user you must complete all required fields. Once all required fields are complete you may click on the Register button.

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14 Once the register button is clicked, a confirmation page will appear. Be sure to note your user name (NPN) and password. Once the information is verified, click on the link labeled Click here to proceed to training page. This completes the registration process.

15 3.2 Login If you have registered previously for the 2011 certification cycle then enter you username and password on the login screen and you will be directed to the user home page.

16 4 Certification Once registered and logged into the site the home page will appear. (For more information on this page please view the Site Layout section of this guide.) In the middle of this page you will see two links. Each link is labeled appropriately for each part of the certification process. The Aetna Product certification link cannot be accessed until the AHIP certification is completed. To begin, click on the AHIP certification link. It is labeled AHIP Medicare Training. A new window will open for the AHIP certification. You must agree to the terms of service and the privacy statement.

17 Once you have selected the agreement option in each, scroll down to the lower portion of the page. You will now enter your credit card information to purchase the certification. Exception: Internal producers will not need to perform this function and may skip to the AHIP Certification section.

18 Enter the credit card information in the format shown below. Select the credit card type (Visa, MasterCard, and American Express are accepted cards). Then enter the credit card number, select the month of expiration and the year. In the last field enter the three-digit security code from the back of the card. (The card security code or CSC is located on the back of the card on the right side.) Your receipt will then be displayed. At the bottom of the screen is a button labeled Click here to go to training page. Click this button to be directed to the AHIP training.

19 4.1 AHIP Course The AHIP certification is the first part of the 2011 Aetna Producer certification process. It must be completed in its entirety prior to accessing the Aetna Product certification Overview The AHIP certification consists of five separate modules that must be taken consecutively. All five modules must be completed before the exam can be accessed. Exception: If you are a returning user (you have previously certified through AHIP), you are only required to complete modules 4 and 5. You may bypass modules 1-3. However, regardless of your previous certification status, the AHIP exam covers all five modules. You may want to review modules 1-3 anyway. The AHIP certification may from 3 7 hours to complete.

20 4.1.2 Modules This section will help you navigate the learning modules for the AHIP certification in preparation for the exam Overview In preparation for the AHIP Exam you are required to complete the appropriate modules. Returning users are required to complete modules 4 and 5, while new users are required to complete all five modules. Each module is accessed independently. Modules must be completed in succession. For example, you cannot move onto the second module until the first module has been completed Accessing the Modules To access each of the modules click on the modules title on the page. A new window will open and you may begin the module.

21 Once the module is open click the next button to begin and to move through the slides. If you have exited the module and wish to return to the same place you left, click the yellow button labeled Click here to here to return to where you left off. Each module has checkpoints within the module that allow you to review and assess your learning. When you reach a checkpoint it will ask two or three questions regarding the material you just read. These questions will be multiple-choice. Select the answer that best fits the question.

22 Once you have answered the questions, scroll down and click the Submit button at the bottom of the page. If you answer the questions incorrectly it will show the correct answers after you click submit. You are not required to correctly answer a set number of questions in each checkpoint to continue, though you may want to review any question you did answer incorrectly. It will display which section to review for each question. To review any previous slides click the previous button on the left side of the screen.

23 You may also print out each of the modules. To print a specific module click the print button located to the right of the module link on the list of modules Module Completion At the end of each module is a short review. The questions in the review will cover the information you read in the module. To complete the review and the module it is not required to correctly answer a set number of questions. After you have answered all the questions, click the submit button. Any incorrect answers will be marked with a red x and the correct answer will be marked with a green checkmark. After you have reviewed your answers, click the continue button. When you see the page below you have completed the module.

24 Once the module is completed, close the window, press the F5 button on your keyboard and select the next module. Once you complete all five modules you will may review any of the materials in the module or continue on to take the exam AHIP Exam The AHIP exam is the last piece of the AHIP certification. This section will give you tips and guide you through the exam process Overview The AHIP exam covers information from all five AHIP modules. There are 50 multiple choice questions. The guidelines for the exam are as follows: You will have three attempts to achieve a passing score. A passing score is 90% or better.

25 There is a two hour time limit. After two hours the test will time out it is counted as one attempt. Your score is then calculated at two points per question. If you leave the test and come back it is counted as one attempt. After three failed attempts you are required to pay an additional $100 fee. You will then be allowed three more attempts Accessing the AHIP Exam To access the AHIP exam you must first complete the five learning modules. Once the five modules are completed, click on the link for the AHIP Exam. On the next screen you will be asked if you would like CE credits for the course and exam. If you would like CE credit click the button labeled Purchase Final with CE Credits. Note: for more information on purchasing CE Credits, please refer to Appendix A at the end of this document.

26 If you do not wish to purchase CE Credits with the course then click the button labeled Take Final without CE Credits. When the exam opens, read the instructions then click the Continue button.

27 The questions will appear as a list. You may scroll up or down to review the questions as you answer them. To select the answer to a specific question click the circular selector button next to the option that best answers the question. There is only one possible selection for each question.

28 Exam Completion Once all questions have been answered click the button at the bottom of the screen labeled Submit Quiz. Once you click the submit button, a window will appear with your final score. If you receive a score less than 90% you will be required to retake the exam. If you receive a score of 90% or better, then you have successfully completed the AHIP portion of the Aetna Producer Certification.

29 Non-passing messaging: Passing messaging: When the passing or non-passing message appears click the OK button. If you did score a 90% or better on the final assessment, you will be required to re-take the exam before continuing with the certification process. You may close the exam window and return to any of the modules to review before you re-take the exam. Refer to section Accessing the Modules for instruction regarding opening and reviewing any of the modules. You do not have to review the modules in any specific order. If you have received a passing score of 90% or better, you may close the exam window and refresh (F5) the AHIP screen to display the checkmark next to the exam link.

30 You may also print an AHIP only certificate at this point. Note: This certificate will not satisfy the Aetna Producer Certification requirement. You must print a certificate with both the AHIP and Aetna Product Module information (and the Fraud, Waste, and Abuse course if applicable) when submitting to the Aetna Licensing and Appointment Department. You may close the AHIP window at this point. When you return to the Aetna Producer Certification site you can refresh (F5) the screen to begin the Aetna Product Certification.

31 4.2 Aetna Product Course Once you have completed the AHIP certification, the next step is to complete the Aetna Product Certification Overview The Aetna product certification is a single module followed by a ten question assessment. Allow at least one hour to complete the module and assessment Accessing To access the Aetna Product certification click on the link labeled Aetna Medicare 2011 Course and the module will open in a new window.

32 When the module opens, read the opening statements. To continue click the next button at the bottom of the screen. After reading the second screen of the module click the next button once again. A screen will appear that will describe the various navigational features of the site. In the module itself, click on the red arrows to see a description of each item. You must click on all the red arrows before you continue. (If you are viewing this manual online, do not click the arrow in the graphic below. This is not an interactive graphic below.)

33 To skip the navigational instructions click the next slide button located at the top right corner of the window Completion There are 10 sections in the lesson. After the last section is a ten question assessment. There is no time limit and you may attempt the assessment as many times as necessary. You must pass the assessment with a 90% or better. To continue to the assessment, click the next button at the bottom right corner of the window.

34 The assessment consists of ten multiple choice questions. Each question is answered one at a time. To submit an answer to a question select the most appropriate answer and click the submit button in the bottom right corner of the window. You will receive an immediate response regarding the accuracy of your answer after each question. To clear this response click the Next Question button.

35 After the last question, you will be prompted to view your results. To see your results, click on the View Results button. If you did not achieve a score of 90% or better, you will be offered an opportunity to retry the quiz. To retry the quiz, click the Retry Quiz button in the bottom center of the screen. If you do not wish to retry at this time click the finish button and close the window. If you receive a passing score you may click the Finish button and the bottom center of the screen to continue.

36 The window will navigate itself back to the log in screen. You may close this window and toggle back to the main Aetna training window. 4.3 Fraud, Waste And Abuse Course Beginning with certification year 2011 (the current certification), all Aetna Medicare Producers must take the Aetna Fraud, Waste, and Abuse course. For internal Aetna employees this is an annual certification taken within the internal learning management system (Aetna Learning Center). For external Aetna representatives, this is the third part of the Medicare Producer Certification. As an external representative, you will be required to take the Aetna FWA course upon completion of the Aetna Product course. This course is formatted similar to the product course. To begin the course click the link labeled 2010 Aetna Fraud, Waste, and Abuse.

37 4.4 Closing Notes After completing the AHIP certification, the Aetna Product certification, and the Fraud, Waste, and Abuse course (if necessary), your certification is automatically sent to the Aetna Licensing and Appointment team for review. This process usually takes approximately 1-2 business days Printing Your Certificate Once you have completed both requirements for the certification process, you may click the print certificate button to print your certificate. Once you click the button, follow the instructions on screen specific to your browser window and operating system.

38 If you do not see the print certificate button refresh your browser window. If the Print Certificate button still does not appear, you may contact help-support by calling the number below the left menu.

39 5 Editing your Profile This section will assist you in editing your profile information. 5.1 Fields to edit To edit your profile, click the My Profile in the top right corner of the screen. On this page you may edit any of the following fields: Date of Birth Last four of SSN First Name Middle Initial Last Name Address Company Name

40 Address City State County Phone Security Question Password To change most fields simply type over the existing information or select the correct information from the drop down menu. Then click the submit button at the bottom of the screen.

41 Note: When you change your state, you must change your county or parish. 5.2 Changing your Password To change your password, you will need to go to profile edit page. Click on the change password link just above the submit button. Clicking this link will take you to a new page. You will need to input your current password and then enter the new password twice for confirmation. Then click the Update Password button.

42 You will then see a confirmation statement that your password has successfully been changed.

43 6 Appendix A Continuing Education Credits Currently there are 49 states and The District of Columbia that offer continuing education (CE) credits for the successful completion of the AHIP exam. (CE credits are not available for AHIP in the state of New York). The CE credits option is available when you select the link to begin the final exam. Choosing the CE credits option and completing the following steps will add charges to your credit card on file. Below is a list of the states, including the cost and number of credits available in each state. Alabama 3 $20.00 Requires Monitoring Affidavit Alaska 6 $20.00 Requires Monitoring Affidavit Arizona 6 $20.00 Requires Monitoring Affidavit Arkansas 4 $20.00 Requires AR Proctor Affidavit California 4 $20.00 Colorado 6 $20.00 Requires Monitoring Affidavit Connecticut 6 $24.50 Requires Monitoring Affidavit Delaware 4 $20.00 District of Columbia 3 $20.00 Requires Monitoring Affidavit Florida 2 $20.00 Georgia 10 $20.00 Requires Monitoring Affidavit Hawaii 6 $20.00 Requires Monitoring Affidavit Idaho 5 $25.00 Illinois 6 $20.00 Indiana 6 $24.00 Requires Monitoring Affidavit Iowa 3 $24.50 Requires Monitoring Affidavit Kansas 4 $24.00 Requires Monitoring Affidavit Kentucky 6 $20.00 Louisiana 6 $20.00 Maine 6 $20.00 Maryland 6 $23.60 Massachusetts 5 $22.50 Requires Monitoring Affidavit Michigan 4 $24.00 Requires Monitoring Affidavit Minnesota 6 $20.00 Mississippi 6 $24.00 Requires Monitoring Affidavit Missouri 3 $20.00 Requires Monitoring Affidavit Montana 5 $20.00 Nebraska 2 $20.00 Requires Monitoring Affidavit Nevada 6 $26.00 Requires Monitoring Affidavit New Hampshire 6 $26.00 New Jersey 3 $20.00 Requires Monitoring Affidavit

44 New Mexico 6 $20.00 North Carolina 5 $28.25 Requires Monitoring Affidavit North Dakota 2 $20.00 Actual credits are 2.5 hours Ohio 5 $25.00 Oklahoma 4 $24.00 Requires Monitoring Affidavit Oregon 6 $20.00 Pennsylvania 6 $24.50 Requires Monitoring Affidavit Rhode Island 6 $20.00 Requires Monitoring Affidavit South Carolina 1 $20.00 Requires Monitoring Affidavit South Dakota 6 $26.00 Tennessee 3 $20.00 Texas 6 $20.00 Utah 6 $20.00 Vermont 6 $20.00 Requires Monitoring Affidavit Virginia 6 $20.00 Requires Monitoring Affidavit Washington 2 $20.00 West Virginia 6 $29.00 Requires Monitoring Affidavit Wisconsin 2 $20.00 Requires Monitoring Affidavit Wyoming 6 $20.00 Requires Monitoring Affidavit Some states do require a monitor during the administration of the exam and will also require a monitoring affidavit. 6.1 Selecting the CE Credit Option The option to acquire CE credit for the AHIP exam is available when you click on the link to begin the exam process.

45 On the next screen you will be asked if you would like CE credits for the course and exam. If you would like CE credit click the button labeled Purchase Final with CE Credits.

46 The next screen will display a list of states. Click the check box next to each state you would like to receive credit for. (Most agents will select only their home state.) Then click the button labeled Proceed to CE Process and Final Exam.

47 On the subsequent screen, the following information is displayed: Price, credits available, any forms that must be completed (attestation, affidavits, etc.) Each of the forms must be either completed or printed before the final exam can be accessed. After all pre-exam requirements are complete, click on the button labeled Purchase CE.

48 The next screen will prompt you for your credit card information. Enter you credit card information then click the purchase button. The system will then return you to the list of documents. Click on the link to start the final exam. From here follow the instructions in section of this document.