Caller'sNeedsClarifiedApptScheduling:CorrectVisit TypeReg-Questions:Language(Spoken andWritten) Reg-Questions:Address/Phone numberchanged?InsuranceVerified/UpdatedStayedOnTopicCorrectServiceManual/SectionReviewedReg-Questions:PreferredPronouns? "No" forallZeroToleranceTE:ProtocolfollowedAvoidedjargon/slang/acronymsTE:CorrectClinicAppointmentVerified(Date, Time,Provider,Clinic)Reg-Questions:Asked forPCPHold: Askedpermission/explainedreason forholdHold:Acknowledgedcaller and lessthan 90secondsTE:CorrectContactInformationDisclosurescommunicatedDid notinterruptcaller/Allowedfor timeneededTone(Appropriatethroughoutthe call)Call openedproperly: Thankyou for callingUW MedicineThis is__. Howmay I help you?Reg-Questions:Race/Ethnicity/ Scheduling:AppointmentNote LineAccurateRegquestions:Asked forEmail AcknowledgedCallClosing/CallerUnderstoodNext Steps ManagedCall:Prevented 90seconds ofsilenceTE:DocumentedAccuratelyTE:Routed ToCorrectPool ApptScheduling:CorrectClinic,ProviderCallHandling:Protocol/TrainingfollowedHIPAA(Two PatientIdentifiersCollected)ApptScheduling:CorrectBlock Type/WorkflowGuarantorAccountsAdded/VerifiedConversationClear/ConciseCaller'sNeedsClarifiedApptScheduling:CorrectVisit TypeReg-Questions:Language(Spoken andWritten) Reg-Questions:Address/Phone numberchanged?InsuranceVerified/UpdatedStayedOnTopicCorrectServiceManual/SectionReviewedReg-Questions:PreferredPronouns? "No" forallZeroToleranceTE:ProtocolfollowedAvoidedjargon/slang/acronymsTE:CorrectClinicAppointmentVerified(Date, Time,Provider,Clinic)Reg-Questions:Asked forPCPHold: Askedpermission/explainedreason forholdHold:Acknowledgedcaller and lessthan 90secondsTE:CorrectContactInformationDisclosurescommunicatedDid notinterruptcaller/Allowedfor timeneededTone(Appropriatethroughoutthe call)Call openedproperly: Thankyou for callingUW MedicineThis is__. Howmay I help you?Reg-Questions:Race/Ethnicity/ Scheduling:AppointmentNote LineAccurateRegquestions:Asked forEmail AcknowledgedCallClosing/CallerUnderstoodNext Steps ManagedCall:Prevented 90seconds ofsilenceTE:DocumentedAccuratelyTE:Routed ToCorrectPool ApptScheduling:CorrectClinic,ProviderCallHandling:Protocol/TrainingfollowedHIPAA(Two PatientIdentifiersCollected)ApptScheduling:CorrectBlock Type/WorkflowGuarantorAccountsAdded/VerifiedConversationClear/Concise

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
2
O
3
O
4
O
5
N
6
O
7
G
8
B B
9
B B
10
N
11
I
12
O O
13
N N
14
I
15
I I
16
I I
17
B
18
G G
19
N
20
G
21
I
22
I
23
O
24
B
25
N
26
G
27
O
28
G
29
G
30
G
31
N
32
I
33
B
34
B
  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