Quality Assurance Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. 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. N-Insurance Verified /Updated
2. I-
   I-Hold: Asked permission/ explained reason for hold
3. I-Call opened properly: Thank you for calling UW Medicine This is__. How may I help you?
4. I-Reg-Questions: Race/ Ethnicity/
5. G-Managed Call: Prevented 90 seconds of silence
6. O-Scheduling: Appointment Note Line Accurate
7. N-TE: Protocol followed
8. O-Stayed On Topic
9. B-Conversation Clear/ Concise
10. G-Correct Service Manual/ Section Reviewed
11. G-TE: Routed To Correct Pool
12. G-Call Handling: Protocol/ Training followed
13. O-Appt Scheduling: Correct Visit Type
14. B-Guarantor Accounts Added/Verified
15. N-Did not interrupt caller/Allowed for time needed
16. O-Reg-Questions: Address/ Phone number changed?
17. I-
    I-Hold: Acknowledged caller and less than 90 seconds
18. G-Appt Scheduling: Correct Clinic, Provider
19. B-TE: Correct Contact Information
20. N-
    N-Appointment Verified (Date, Time, Provider, Clinic)
21. G-Tone (Appropriate throughout the call)
22. B-
    B-"No" for all Zero Tolerance
23. I-Appt Scheduling: Correct Block Type/ Workflow
24. B-Caller's Needs Clarified
25. O-
    O-TE: Correct Clinic
26. I-Reg-Questions: Asked for PCP
27. B-
    B-Reg- Questions: Preferred Pronouns?
28. I-Avoided jargon/ slang/ acronyms
29. O-TE: Documented Accurately
30. B-Reg questions: Asked for Email
31. G-
    G-Disclosures communicated
32. O- Reg-Questions: Language (Spoken and Written)
33. N-HIPAA (Two Patient Identifiers Collected)
34. N-Acknowledged Call Closing/Caller Understood Next Steps