MonthlyReviewQualityAssuranceEvaluationHandlesObjections/Complaints"I " ActionStatementProfessionalDemeanorCriticalTier-2Appropriatelyidentifies selfand callerFollowsholdProceduresPersonalizesContactAppointmentScheduledcorrectlyMyChartCreates andUtilizesTelephoneencountersAppropriately79%orhigherOfferHelp andThanksCompletesEntireRegistrationProcessPleaseandThankyouCriticalTier-1RecapsCallListensActivelyAskQuestionstoUncoverBonusPointsFollows callHandlingprotocolsandproceduresFollowsHIPPA/PatientSafetyProceduresGood MorningGoodAfternoonGood EveningMonthlyReviewQualityAssuranceEvaluationHandlesObjections/Complaints"I " ActionStatementProfessionalDemeanorCriticalTier-2Appropriatelyidentifies selfand callerFollowsholdProceduresPersonalizesContactAppointmentScheduledcorrectlyMyChartCreates andUtilizesTelephoneencountersAppropriately79%orhigherOfferHelp andThanksCompletesEntireRegistrationProcessPleaseandThankyouCriticalTier-1RecapsCallListensActivelyAskQuestionstoUncoverBonusPointsFollows callHandlingprotocolsandproceduresFollowsHIPPA/PatientSafetyProceduresGood MorningGoodAfternoonGood Evening

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