Co-workergoes onbreak atbusy timeFollow-upand followthroughPt wantsto usevisionInsuranceBag ofglassesCustomerloyaltyInsurancereferralShould Ikeep myglasseson?CustomerexperienceHowmuchlongerLeft theirglassesat homeWhat’s arefractionDriver’slicenseformPhonesringingduring ameetingNot aproviderfor yourinsuranceCo-workercan’t multi-task,needs helpCustomerneedsNoreferraland/orprior AuthCustomerinteractionPt doesn’thaveinsurancecardWent towronglocationSmilePt 30minuteslateRefractionCo-workeris lateCallsname, &wrong PtrespondsDr.GooglePt unhappyabouthaving aresidentE-Checkin, but didnot notifyusBill mycopayCustomercareRefusestreatmentdue todilationBillingproblemsWe’vealwaysdone itthis wayI havea co-pay?Ptdemandssoonerappt.ProfessionalismCustomerfeedbackPt answersphoneduringexamHIPPAEffectivecommunicationDelayedlabreportsNoshowEyecontactIs thedoctorhere formy appt?PrismEmpathyPositiveattitudePt answersphoneduringexamTimelinessCustomerSatisfactionCustomerretentionCustomerrelationshipCustomerSupportTalksabouteverythingbut eyesResponsivenessMy visionis fine, itis not.Pt wants toschedulewithoutinsuranceDid theyforgetmeProblemsolvingStaffreportssafetyconcernServicequalityActivelisteningRespectPersonalizationCan readbetter withglasses off,& they can’tCo-workergoes onbreak atbusy timeFollow-upand followthroughPt wantsto usevisionInsuranceBag ofglassesCustomerloyaltyInsurancereferralShould Ikeep myglasseson?CustomerexperienceHowmuchlongerLeft theirglassesat homeWhat’s arefractionDriver’slicenseformPhonesringingduring ameetingNot aproviderfor yourinsuranceCo-workercan’t multi-task,needs helpCustomerneedsNoreferraland/orprior AuthCustomerinteractionPt doesn’thaveinsurancecardWent towronglocationSmilePt 30minuteslateRefractionCo-workeris lateCallsname, &wrong PtrespondsDr.GooglePt unhappyabouthaving aresidentE-Checkin, but didnot notifyusBill mycopayCustomercareRefusestreatmentdue todilationBillingproblemsWe’vealwaysdone itthis wayI havea co-pay?Ptdemandssoonerappt.ProfessionalismCustomerfeedbackPt answersphoneduringexamHIPPAEffectivecommunicationDelayedlabreportsNoshowEyecontactIs thedoctorhere formy appt?PrismEmpathyPositiveattitudePt answersphoneduringexamTimelinessCustomerSatisfactionCustomerretentionCustomerrelationshipCustomerSupportTalksabouteverythingbut eyesResponsivenessMy visionis fine, itis not.Pt wants toschedulewithoutinsuranceDid theyforgetmeProblemsolvingStaffreportssafetyconcernServicequalityActivelisteningRespectPersonalizationCan readbetter withglasses off,& they can’t

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