(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.
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Thank you for calling in. My name is [first name]. With whom do I have the pleasure of speaking with?
Inbound Greeting
Conference tab/entry
Fill this out when the provider, member, and advocate are on the line together
Concierge service, help find in-network providers, help schedule an appointment, and follow up after appointment
SMS service
Call Recap
The email we sent to Principal Care Advocate and supervisor after helping to schedule an appointment and/or amazing member interaction
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
Inspiring Self and Others
An example of this success behavior is sending a motivational message to your team
Problem Solving/Critical Thinking
Success behavior that attempts to find the answer before reaching out
Say their name at least once after verification and ask how they are doing
Ways to build a relationship with a member
Scheduler/provider office email
Asked an Alliance provider office for this when scheduling
Verbal confirmation of appointment details
What we need to do with the member for every appointment we have helped schedule
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
List of at least three SMS specialties that you shared with a member today
Post appointment follow up process
Process for when we call a member after their appointment
Possible Interventions & Actions
Disposition/Experimental Call Outcome we use past verification and giving the pitch
Free!
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
Organization
Success behavior that exhibits timely response to email and preparing each day
SMS Complaint - Provider Not in Salesforce
Process for when we find the provider's Alliance facility on Salesforce but not the doctor
Empathy
Success behavior that acknowledges and recognizes others struggles
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
Soliciting texting and asking to send an email
Processes for providing additional information to member
Refresh it!
Perform this action with the advocate dashboard daily
Checking past case history and activity history
These two action determines our historical interactions with members
Member first and last name, full DOB and full address or last 4 of SSN
Verification process
Collaboration
Success behavior that shares tips learned with others
