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