StaffreportssafetyconcernCustomerfeedbackServicequalityWhat’s arefractionNoshowBill mycopayDid theyforgetmeWe’vealwaysdone itthis wayDelayedlabreportsTalksabouteverythingbut eyesEyecontactWent towronglocationRefusestreatmentdue todilationHIPPAFollow-upand followthroughPtdemandssoonerappt.HowmuchlongerInsurancereferralSmileCustomerloyaltyLeft theirglassesat homePt doesn’thaveinsurancecardCustomerexperienceCo-workercan’t multi-task,needs helpDr.GooglePt unhappyabouthaving aresidentCo-workergoes onbreak atbusy timeCustomerSatisfactionCallsname, &wrong PtrespondsPt answersphoneduringexamPt answersphoneduringexamShould Ikeep myglasseson?My visionis fine, itis not.ResponsivenessCustomerneedsEmpathyI havea co-pay?CustomerSupportIs thedoctorhere formy appt?PrismPt wantsto usevisionInsuranceCustomerretentionPositiveattitudeDriver’slicenseformPt 30minuteslatePhonesringingduring ameetingCustomerinteractionCustomercarePt wants toschedulewithoutinsuranceRespectNot aproviderfor yourinsuranceTimelinessE-Checkin, but didnot notifyusEffectivecommunicationActivelisteningProblemsolvingRefractionCo-workeris latePersonalizationCan readbetter withglasses off,& they can’tNoreferraland/orprior AuthCustomerrelationshipBillingproblemsBag ofglassesProfessionalismStaffreportssafetyconcernCustomerfeedbackServicequalityWhat’s arefractionNoshowBill mycopayDid theyforgetmeWe’vealwaysdone itthis wayDelayedlabreportsTalksabouteverythingbut eyesEyecontactWent towronglocationRefusestreatmentdue todilationHIPPAFollow-upand followthroughPtdemandssoonerappt.HowmuchlongerInsurancereferralSmileCustomerloyaltyLeft theirglassesat homePt doesn’thaveinsurancecardCustomerexperienceCo-workercan’t multi-task,needs helpDr.GooglePt unhappyabouthaving aresidentCo-workergoes onbreak atbusy timeCustomerSatisfactionCallsname, &wrong PtrespondsPt answersphoneduringexamPt answersphoneduringexamShould Ikeep myglasseson?My visionis fine, itis not.ResponsivenessCustomerneedsEmpathyI havea co-pay?CustomerSupportIs thedoctorhere formy appt?PrismPt wantsto usevisionInsuranceCustomerretentionPositiveattitudeDriver’slicenseformPt 30minuteslatePhonesringingduring ameetingCustomerinteractionCustomercarePt wants toschedulewithoutinsuranceRespectNot aproviderfor yourinsuranceTimelinessE-Checkin, but didnot notifyusEffectivecommunicationActivelisteningProblemsolvingRefractionCo-workeris latePersonalizationCan readbetter withglasses off,& they can’tNoreferraland/orprior AuthCustomerrelationshipBillingproblemsBag ofglassesProfessionalism

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