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. Post appointment follow up process
   Process for when we call a member after their appointment
2. Scheduler/provider office email
   Asked an Alliance provider office for this when scheduling
3. Thank you for calling in. My name is [first name]. With whom do I have the pleasure of speaking with?
   Inbound Greeting
4. Call Recap
   The email we sent to Principal Care Advocate and supervisor after helping to schedule an appointment and/or amazing member interaction
5. Empathy
   Success behavior that acknowledges and recognizes others struggles
6. Say their name at least once after verification and ask how they are doing
   Ways to build a relationship with a member
7. Verbal confirmation of appointment details
   What we need to do with the member for every appointment we have helped schedule
8. Inspiring Self and Others
   An example of this success behavior is sending a motivational message to your team
9. Collaboration
   Success behavior that shares tips learned with others
10. Possible Interventions & Actions
    Disposition/Experimental Call Outcome we use past verification and giving the pitch
11. 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
12. Organization
    Success behavior that exhibits timely response to email and preparing each day
13. 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
14. Concierge service, help find in-network providers, help schedule an appointment, and follow up after appointment
    SMS service
15. Soliciting texting and asking to send an email
    Processes for providing additional information to member
16. Problem Solving/Critical Thinking
    Success behavior that attempts to find the answer before reaching out
17. Refresh it!
    Perform this action with the advocate dashboard daily
18. Checking past case history and activity history
    These two action determines our historical interactions with members
19. Member first and last name, full DOB and full address or last 4 of SSN
    Verification process
20. SMS Complaint - Provider Not in Salesforce
    Process for when we find the provider's Alliance facility on Salesforce but not the doctor
21. 
    List of at least three SMS specialties that you shared with a member today
22. Free!
23. 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
24. 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
25. Conference tab/entry
    Fill this out when the provider, member, and advocate are on the line together