SMS 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. Organization
   Success behavior that exhibits timely response to email and preparing each day
2. Verbal confirmation of appointment details
   What we need to do with the member for every appointment we have helped schedule
3. 1. Attempt NPS question 2. Ask follow up NPS 3. Notate NPS accurately 4. Asking if there was anything further to assist 5. Thank the member 6. provide correct callback number 7 Summarize the call
   On QA form, list the 7 parts of Closing the call
4. How the consultation went and surgery details - Provider name, Facility location, facility address, appointment day and time and follow up day and time
   What we document in the parent case for post consultation follow up
5. SMS Complaint - Provider Unavailable
   Process for when a member wants an ASC-aligned provider but there are no Alliance/Target providers within the member's desired range
6. Say their name at least once after verification and ask how they are doing
   Ways to build a relationship with a member
7. Scheduler/provider office email
   Asked an Alliance provider office for this when scheduling
8. Call Recap
   The email we sent to Principal Care Advocate and supervisor after helping to schedule an appointment and/or amazing member interaction
9. Possible Interventions & Actions
   Disposition/Experimental Call Outcome we use past verification and giving the pitch
10. Problem Solving/Critical Thinking
    Success behavior that attempts to find the answer before reaching out
11. Post appointment follow up process
    Process for when we call a member after their appointment
12. Inspiring Self and Others
    An example of this success behavior is sending a motivational message to your team
13. Concierge service, help find in-network providers, help schedule an appointment, and follow up after appointment
    SMS service
14. What health concerns do they have? How are they doing today? What appointments can we help schedule?
    Open-ended questions we want to ask members
15. Free!
16. Conference tab/entry
    Fill this out when the provider, member, and advocate are on the line together
17. Empathy
    Success behavior that acknowledges and recognizes others struggles
18. Soliciting texting and asking to send an email
    Processes for providing additional information to member
19. Member first and last name, full DOB and full address or last 4 of SSN
    Verification process
20. 
    List of at least three SMS specialties that you shared with a member today
21. Thank you for calling in. My name is [first name]. With whom do I have the pleasure of speaking with?
    Inbound Greeting
22. Refresh it!
    Perform this action with the advocate dashboard daily
23. SMS Complaint - Provider Not in Salesforce
    Process for when we find the provider's Alliance facility on Salesforce but not the doctor
24. Checking past case history and activity history
    These two action determines our historical interactions with members
25. Collaboration
    Success behavior that shares tips learned with others