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