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