Mentor Observation BINGO - 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. CSR asks probing question
2. "Investigate Claim" Service Intent
3. Caller thanks CSR for their help
4. CSR places member on hold
5. CSR fully validates caller
6. "Verify Benefits" Service Intent
7. "Are you calling about yourself?"
8. CSR reviews accumulations
9. Member Portal
10. "Deductible"
11. "AWARE Network"
12. CSR calls out to another service area/tech/provider
13. "eligible service"
14. Copay
15. CSR researches provider with Dr Finder
16. "In network"
17. ID Card
18. CSR reviews notes from another rep
19. CSR researches provider in CSD
20. CSR uses a system you have never seen before
21. CSR offers benefits
22. COB
23. "Out-of-Pocket Max"
24. CSR reviews a claim