This bingo card has 30 words: Good Tone, Took Bait Question, Redirected Call, Asked for their name, Didn't find out their WHY, Conversational, Transactional, Built Rapport, Lack of Interest, Led with Insurance, Didn't "Train their Patient", Excellent confirmation process, Free!, Got their "WHY", Used 5-Star Greeting, Edified their providers, Led patient to appointment, Above and beyond customer service, Personality was heard, Talked about pricing before getting patient's name, Patient or call handler laughs, Patient is crying, Empathy is shown, Patient has in-network insurance, Call is over 10 minutes, Patient holds longer than 60 seconds, Patient has out-of-network insurance, Call handler educates patient effectively, Call handler offers to take problem (such as insurance) off patient's plate and Patient spells name without being asked.
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