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