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