HandlesObjections/ComplaintsPersonalizesContactBonusPointsCriticalTier-1Appropriatelyidentifies selfand callerFollowsholdProceduresGood MorningGoodAfternoonGood EveningProfessionalDemeanorCriticalTier-2Creates andUtilizesTelephoneencountersAppropriatelyOfferHelp andThanksQualityAssuranceEvaluation"I " ActionStatement79%orhigherListensActivelyAskQuestionstoUncoverFollows callHandlingprotocolsandproceduresPleaseandThankyouCompletesEntireRegistrationProcessAppointmentScheduledcorrectlyMyChartFollowsHIPPA/PatientSafetyProceduresRecapsCallMonthlyReviewHandlesObjections/ComplaintsPersonalizesContactBonusPointsCriticalTier-1Appropriatelyidentifies selfand callerFollowsholdProceduresGood MorningGoodAfternoonGood EveningProfessionalDemeanorCriticalTier-2Creates andUtilizesTelephoneencountersAppropriatelyOfferHelp andThanksQualityAssuranceEvaluation"I " ActionStatement79%orhigherListensActivelyAskQuestionstoUncoverFollows callHandlingprotocolsandproceduresPleaseandThankyouCompletesEntireRegistrationProcessAppointmentScheduledcorrectlyMyChartFollowsHIPPA/PatientSafetyProceduresRecapsCallMonthlyReview

Always Behavior - 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.


1
N
2
I
3
O
4
I
5
B
6
B
7
B
8
G
9
N
10
I
11
G
12
G
13
N
14
N
15
O
16
G
17
O
18
I
19
G
20
B
21
I
22
O
23
B
24
O
  1. N-Handles Objections/ Complaints
  2. I-Personalizes Contact
  3. O-Bonus Points
  4. I-Critical Tier-1
  5. B-Appropriately identifies self and caller
  6. B-Follows hold Procedures
  7. B-Good Morning Good Afternoon Good Evening
  8. G-Professional Demeanor
  9. N-Critical Tier-2
  10. I-Creates and Utilizes Telephone encounters Appropriately
  11. G-Offer Help and Thanks
  12. G-Quality Assurance Evaluation
  13. N-"I " Action Statement
  14. N-79%or higher
  15. O-Listens Actively
  16. G-Ask Questions to Uncover
  17. O-Follows call Handling protocols and procedures
  18. I-Please and Thankyou
  19. G-Completes Entire Registration Process
  20. B-Appointment Scheduled correctly
  21. I-MyChart
  22. O-Follows HIPPA/ Patient Safety Procedures
  23. B-Recaps Call
  24. O-Monthly Review