InsurancereferralNoreferraland/orprior AuthPrismStaffreportssafetyconcernBillingproblemsBag ofglassesWe’vealwaysdone itthis wayPt wantsto usevisionInsuranceTalksabouteverythingbut eyesPtdemandssoonerappt.PersonalizationDid theyforgetmePhonesringingduring ameetingCustomerexperienceEyecontactCustomerneedsCustomerrelationshipCan readbetter withglasses off,& they can’tWhat’s arefractionCustomerloyaltyPt 30minuteslateI havea co-pay?EmpathyRespectPositiveattitudeBill mycopayNoshowPt answersphoneduringexamPt unhappyabouthaving aresidentCo-workeris latePt doesn’thaveinsurancecardActivelisteningDriver’slicenseformMy visionis fine, itis not.CustomerretentionTimelinessIs thedoctorhere formy appt?Follow-upand followthroughProfessionalismPt answersphoneduringexamCo-workergoes onbreak atbusy timePt wants toschedulewithoutinsuranceRefractionWent towronglocationProblemsolvingCustomerSupportCustomerfeedbackCustomercareResponsivenessCo-workercan’t multi-task,needs helpServicequalityCallsname, &wrong PtrespondsDelayedlabreportsEffectivecommunicationDr.GoogleRefusestreatmentdue todilationCustomerinteractionSmileLeft theirglassesat homeHowmuchlongerE-Checkin, but didnot notifyusNot aproviderfor yourinsuranceHIPPAShould Ikeep myglasseson?CustomerSatisfactionInsurancereferralNoreferraland/orprior AuthPrismStaffreportssafetyconcernBillingproblemsBag ofglassesWe’vealwaysdone itthis wayPt wantsto usevisionInsuranceTalksabouteverythingbut eyesPtdemandssoonerappt.PersonalizationDid theyforgetmePhonesringingduring ameetingCustomerexperienceEyecontactCustomerneedsCustomerrelationshipCan readbetter withglasses off,& they can’tWhat’s arefractionCustomerloyaltyPt 30minuteslateI havea co-pay?EmpathyRespectPositiveattitudeBill mycopayNoshowPt answersphoneduringexamPt unhappyabouthaving aresidentCo-workeris latePt doesn’thaveinsurancecardActivelisteningDriver’slicenseformMy visionis fine, itis not.CustomerretentionTimelinessIs thedoctorhere formy appt?Follow-upand followthroughProfessionalismPt answersphoneduringexamCo-workergoes onbreak atbusy timePt wants toschedulewithoutinsuranceRefractionWent towronglocationProblemsolvingCustomerSupportCustomerfeedbackCustomercareResponsivenessCo-workercan’t multi-task,needs helpServicequalityCallsname, &wrong PtrespondsDelayedlabreportsEffectivecommunicationDr.GoogleRefusestreatmentdue todilationCustomerinteractionSmileLeft theirglassesat homeHowmuchlongerE-Checkin, but didnot notifyusNot aproviderfor yourinsuranceHIPPAShould Ikeep myglasseson?CustomerSatisfaction

OPTIC BINGO - Call List

(Print) Use this randomly generated list as your call list when playing the game. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


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  1. I-Insurance referral
  2. T-No referral and/or prior Auth
  3. I-Prism
  4. T-Staff reports safety concern
  5. C-Billing problems
  6. I-Bag of glasses
  7. T-We’ve always done it this way
  8. C-Pt wants to use vision Insurance
  9. I-Talks about everything but eyes
  10. T-Pt demands sooner appt.
  11. O-Personalization
  12. O-Did they forget me
  13. C-Phones ringing during a meeting
  14. C-Customer experience
  15. I-Eye contact
  16. O-Customer needs
  17. C-Customer relationship
  18. P-Can read better with glasses off, & they can’t
  19. P-What’s a refraction
  20. P-Customer loyalty
  21. O-Pt 30 minutes late
  22. T-I have a co-pay?
  23. C-Empathy
  24. C-Respect
  25. C-Positive attitude
  26. O-Bill my copay
  27. I-No show
  28. I-Pt answers phone during exam
  29. T-Pt unhappy about having a resident
  30. T-Co-worker is late
  31. O-Pt doesn’t have insurance card
  32. O-Active listening
  33. P-Driver’s license form
  34. P-My vision is fine, it is not.
  35. P-Customer retention
  36. P-Timeliness
  37. C-Is the doctor here for my appt?
  38. I-Follow-up and follow through
  39. P-Professionalism
  40. P-Pt answers phone during exam
  41. C-Co-worker goes on break at busy time
  42. T-Pt wants to schedule without insurance
  43. T-Refraction
  44. O-Went to wrong location
  45. I-Problem solving
  46. P-Customer Support
  47. I-Customer feedback
  48. I-Customer care
  49. I-Responsiveness
  50. C-Co-worker can’t multi-task, needs help
  51. O-Service quality
  52. I-Calls name, & wrong Pt responds
  53. T-Delayed lab reports
  54. P-Effective communication
  55. O-Dr. Google
  56. T-Refuses treatment due to dilation
  57. C-Customer interaction
  58. O-Smile
  59. O-Left their glasses at home
  60. P-How much longer
  61. O-E-Check in, but did not notify us
  62. T-Not a provider for your insurance
  63. P-HIPPA
  64. T-Should I keep my glasses on?
  65. C-Customer Satisfaction