ResolvetheIssueNoCallbackNeededOwnership100% QAscoreguaranteedFollowthe callguideHIPAAVerificationActiveListeningAsked forPatientNameCustomerExperienceReviewHDNsConfidenceVerifiedDOBOfferAdditionalAssistanceSurveyGoal: Deliver acomplete resolution,ensure accountinformation is accurate,provide proactivesupport, and leave thecaller with a positiveexperience.ConfirmedAllQuestionsAnsweredEscalationOpeningReviewEmail &PortalEnrollmentVerifiedAddressVerifyInsuranceInformationClosingExplainedPortalBenefitsOne CallResolutionRecaptheCallAskedBeforePlacingon HoldUpdatedPatientInformationSaid thecallersname twiceor moreAsk foran NPIWarmTransferHold LessThan 3MinutesResolvetheIssueNoCallbackNeededOwnership100% QAscoreguaranteedFollowthe callguideHIPAAVerificationActiveListeningAsked forPatientNameCustomerExperienceReviewHDNsConfidenceVerifiedDOBOfferAdditionalAssistanceSurveyGoal: Deliver acomplete resolution,ensure accountinformation is accurate,provide proactivesupport, and leave thecaller with a positiveexperience.ConfirmedAllQuestionsAnsweredEscalationOpeningReviewEmail &PortalEnrollmentVerifiedAddressVerifyInsuranceInformationClosingExplainedPortalBenefitsOne CallResolutionRecaptheCallAskedBeforePlacingon HoldUpdatedPatientInformationSaid thecallersname twiceor moreAsk foran NPIWarmTransferHold LessThan 3Minutes

Amgen Support Plus Call Flow Master (CRx) - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. 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.


1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
  1. Resolve the Issue
  2. No Callback Needed
  3. Ownership
  4. 100% QA score guaranteed
  5. Follow the call guide
  6. HIPAA Verification
  7. Active Listening
  8. Asked for Patient Name
  9. Customer Experience
  10. Review HDNs
  11. Confidence
  12. Verified DOB
  13. Offer Additional Assistance
  14. Survey
  15. Goal: Deliver a complete resolution, ensure account information is accurate, provide proactive support, and leave the caller with a positive experience.
  16. Confirmed All Questions Answered
  17. Escalation
  18. Opening
  19. Review Email & Portal Enrollment
  20. Verified Address
  21. Verify Insurance Information
  22. Closing
  23. Explained Portal Benefits
  24. One Call Resolution
  25. Recap the Call
  26. Asked Before Placing on Hold
  27. Updated Patient Information
  28. Said the callers name twice or more
  29. Ask for an NPI
  30. Warm Transfer
  31. Hold Less Than 3 Minutes