(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.
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I-Reg-Questions:
Race/
Ethnicity/
N-
N-Appointment Verified (Date, Time,
Provider, Clinic)
G-Appt Scheduling:
Correct Clinic,
Provider
B-Reg questions:
Asked for Email
G-Tone
(Appropriate throughout the call)
G-Managed Call:
Prevented 90 seconds of
silence
I-
I-Hold: Asked permission/
explained reason for
hold
G-
G-Disclosures communicated
I-Appt Scheduling:
Correct Block Type/
Workflow
I-
I-Hold: Acknowledged caller and less than 90 seconds
B-
B-"No" for all
Zero
Tolerance
O-
O-TE:
Correct Clinic
B-
B-Reg- Questions:
Preferred Pronouns?
G-Correct Service Manual/
Section
Reviewed
O-Scheduling:
Appointment
Note Line Accurate
B-Conversation
Clear/
Concise
I-Reg-Questions: Asked for PCP
O-Reg-Questions:
Address/
Phone number changed?
B-Guarantor Accounts Added/Verified
N-Did not interrupt caller/Allowed for time needed
O- Reg-Questions:
Language (Spoken and Written)
O-Stayed On Topic
G-TE: Routed To Correct
Pool
N-HIPAA
(Two Patient Identifiers Collected)
G-Call Handling:
Protocol/
Training followed
B-Caller's Needs Clarified
I-Avoided jargon/
slang/
acronyms
O-Appt Scheduling:
Correct Visit Type
I-Call opened properly: Thank you for calling UW Medicine
This is__. How may I help you?
N-Insurance
Verified /Updated
N-Acknowledged Call Closing/Caller Understood Next Steps
