This bingo card has a free space and 34 words: Reg- Questions: Preferred Pronouns?, Hold: Acknowledged caller and less than 90 seconds, Appointment Verified (Date, Time, Provider, Clinic), Disclosures communicated, TE: Correct Clinic, "No" for all Zero Tolerance, Hold: Asked permission/ explained reason for hold, HIPAA (Two Patient Identifiers Collected), Managed Call: Prevented 90 seconds of silence, Reg-Questions: Address/ Phone number changed?, TE: Correct Contact Information, Call opened properly: Thank you for calling UW Medicine This is__. How may I help you?, Correct Service Manual/ Section Reviewed, Stayed On Topic, Caller's Needs Clarified, Avoided jargon/ slang/ acronyms, Did not interrupt caller/Allowed for time needed, Tone (Appropriate throughout the call), Scheduling: Appointment Note Line Accurate, Guarantor Accounts Added/Verified, Appt Scheduling: Correct Block Type/ Workflow, Insurance Verified /Updated, Appt Scheduling: Correct Clinic, Provider, Appt Scheduling: Correct Visit Type, Conversation Clear/ Concise, Reg-Questions: Race/ Ethnicity/, Acknowledged Call Closing/Caller Understood Next Steps, Call Handling: Protocol/ Training followed, Reg-Questions: Language (Spoken and Written), Reg questions: Asked for Email, Reg-Questions: Asked for PCP, TE: Protocol followed, TE: Routed To Correct Pool and TE: Documented Accurately.
QA BINGO | Epic Research Training | Ophthalmology Bingo | Quality Training Bingo | Call Center Bingo PSR Edition
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