ActivelisteningPt answersphoneduringexamPt 30minuteslateHIPPAWe’vealwaysdone itthis wayPositiveattitudeMy visionis fine, itis not.StaffreportssafetyconcernBillingproblemsFollow-upand followthroughPtdemandssoonerappt.Pt doesn’thaveinsurancecardCallsname, &wrong PtrespondsEmpathyPt unhappyabouthaving aresidentTalksabouteverythingbut eyesPt wantsto usevisionInsuranceProfessionalismCustomerloyaltyDriver’slicenseformEffectivecommunicationCustomercareCo-workeris lateCo-workercan’t multi-task,needs helpPersonalizationWhat’s arefractionCustomerrelationshipBill mycopayE-Checkin, but didnot notifyusPt answersphoneduringexamIs thedoctorhere formy appt?TimelinessCustomerinteractionBag ofglassesEyecontactLeft theirglassesat homeDr.GoogleShould Ikeep myglasseson?Phonesringingduring ameetingRespectServicequalityCustomerretentionSmileCo-workergoes onbreak atbusy timeCustomerSatisfactionPt wants toschedulewithoutinsuranceDelayedlabreportsWent towronglocationCustomerfeedbackResponsivenessRefusestreatmentdue todilationProblemsolvingCustomerSupportCan readbetter withglasses off,& they can’tCustomerneedsNoshowHowmuchlongerInsurancereferralPrismI havea co-pay?RefractionNot aproviderfor yourinsuranceDid theyforgetmeCustomerexperienceNoreferraland/orprior AuthActivelisteningPt answersphoneduringexamPt 30minuteslateHIPPAWe’vealwaysdone itthis wayPositiveattitudeMy visionis fine, itis not.StaffreportssafetyconcernBillingproblemsFollow-upand followthroughPtdemandssoonerappt.Pt doesn’thaveinsurancecardCallsname, &wrong PtrespondsEmpathyPt unhappyabouthaving aresidentTalksabouteverythingbut eyesPt wantsto usevisionInsuranceProfessionalismCustomerloyaltyDriver’slicenseformEffectivecommunicationCustomercareCo-workeris lateCo-workercan’t multi-task,needs helpPersonalizationWhat’s arefractionCustomerrelationshipBill mycopayE-Checkin, but didnot notifyusPt answersphoneduringexamIs thedoctorhere formy appt?TimelinessCustomerinteractionBag ofglassesEyecontactLeft theirglassesat homeDr.GoogleShould Ikeep myglasseson?Phonesringingduring ameetingRespectServicequalityCustomerretentionSmileCo-workergoes onbreak atbusy timeCustomerSatisfactionPt wants toschedulewithoutinsuranceDelayedlabreportsWent towronglocationCustomerfeedbackResponsivenessRefusestreatmentdue todilationProblemsolvingCustomerSupportCan readbetter withglasses off,& they can’tCustomerneedsNoshowHowmuchlongerInsurancereferralPrismI havea co-pay?RefractionNot aproviderfor yourinsuranceDid theyforgetmeCustomerexperienceNoreferraland/orprior Auth

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