Call Shadow Bingo 1

Call Shadow Bingo 1 Bingo Card
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This bingo card has a free space and 24 words: Found INN PCP, Guide verified caller was listed as approved care team member, Member address change, Help Desk used to solve a problem, Found INN Specialist, Guide used Member name 3 times, Guide located information in Guru, Guide used Benefits tab to assist Member, Observed a warm transfer, Changed PCP for Member, Created and sent Provider list to Member, Saw a protocol used, Guide reinforced 1-800 Devoted, Observed a case creation, Saw information sent to Member by email, Provider office was called to help Member, Observed use of the EOC, Observed Guide use timeline to find previous encounter, Saw a transportation call, Saw a grievance filed, Observed a Guide demonstrate empathy, Observed approach Guides to to build rapport, Observed Guide use active listening to help Member and Observed Guide use probing questions.

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