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