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