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