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