I used a creativerecap at the endof the call to shiftthe membersmindset to thepositive todayI had to useCirrus due toACET datalatency today (i.e.Cirrus info wasmore up to date)I have reviewed the"UES Tips Question 3- Installment 3" Tippage in the TeamLabbe OneNote thisweek. Its under the"Performance" topTab Member said"My Dr said Ineeded thisRX, why do Ineed an auth?"todayI submittedan idea on"Voice of theEmployee"todayMy member askedme to manuallytransfer them tothe UES surveytoday because Iwas so awesome!Today Ireassured themember thatwe will "resolvethis today"I use the "TimecardCalculator" linksregularly that Labbehas provided in theTeam Labbe OneNoteunder "Resources >Schedule/IEX/PTO tomake sure mytimecard is correctMember wasconfused/ unhappy(and specificallyvoiced it to you) thatafter they met theirdeductible, they stillhad to pay a Copayor COINMy ReleaseRate is over70% THISMONTHMTDMember putme on holdto answerthe doortodayMember said "But My DRsoffice said they'took myinsurance'"todayI have reviewed the"Negative Scripting toAvoid"tip page in the TeamLabbe OneNote thisweek. Its under the"Performance" topTabI had TWO (2)friendlyconversationsabout non-business relatedthings with themember todayI have reviewed the"Compassion CallFlow"tip page in the TeamLabbe OneNote thisweek. Its under the"Performance" topTabAVA/B360was helpful/easy tounderstandtodayI creativelyoffered MORETHAN 1 A4MeReferral to theSAME membertodayI tried some newscripting todayTHREE (3)times that Labberecommendedduring a call.I have a minimumof a 92% on UESQuestion # 3 forTHIS MONTHMTD (Resolution)I made sure tosearch in Cirrustoday when Icouldn't find aMEMBERaccount in ACETI have reviewed the"Transactional vsRelational" Tip pagein the Team LabbeOneNote this week.Its under the"Performance" topTabI submittedUser Feedbacktoday torecommend aSOP/ processupdateMemberswore atme todayI resolved themember's issueby making anOB call to theirprovider todayI have reviewed BOTHthe PDF pages in the"Enhanced FlexibleAttendance Policy -11/15/2021"tip page in the TeamLabbe OneNote thisweek under "Resources> Schedule/IEX/PTOMember askedfor a supervisorbut I was ableto help withouta supervisor(NPSR) today.I have a minimumof a 93% on UESQuestion # 2THIS MONTHMTD(Satisfaction)I have reviewed the"PTO FPP"tip page in the TeamLabbe OneNote thisweek. Its under the"Resources >Schedule/IEX/PTO >PTO TabACETproblem madethe call longerthan it had tobe todayI have reviewed the"UES Tips -Installment 2" Tippage in the TeamLabbe OneNote thisweek. Its under the"Performance" topTab Member called usback sayingsomething was notresolved/completed likethey werepromised by usI have reviewed the"Advocacy Model"tip page in the TeamLabbe OneNote thisweek. Its under the"Performance" topTabI attempted to havea conversation witha friend/familyBEFORE gettingdown to businessTHREE (3) timestodayMember sincerelythanked you atthe end of the callafter they startedout being angrytodayToday I usedFIVE (5)FULL 3 partHero EventsI made sure tocheck Cirrus whenI couldn't find aCLAIM in ACET ona membersaccount todayI asked howthe caller isdoing at leastFIVE (5)times todayI sent out acompassioncard forcongrats on anewborn todayI have aminimum of a96% on FCR36for THISMONTH MTDI have reviewed the"Calling Members Back- Team Labbe"Protocol page in theTeam Labbe OneNotethis week. Its under the"Performance" top Tab I learnedsomething newtoday workrelated thatblew my mindToday I anticipatedthe members futureneeds andeducated themproactively to stop afuture call thereforehelping FCR36Membercalled mefrom thetrain/ subwaytodayI helped ateammatein the chattodayIn my most recent1x1 with Labbe, hesaid I was at orover the 19% goalfor A4Me Referralsat the time of thecoaching session.I have reviewed the"UES Tips -Installment 1" Tippage in the TeamLabbe OneNote thisweek. Its under the"Performance" topTab Member said "Ipay $xxxx permonth for thisinsurance…"todayToday I used at leastFIVE (5) solid 3 partAcknowledgment(including calling outthe elephant in theroom and givingpermission to feel)I creatively tailoredthe required Digitaleducation to thetopic of the call atleast THREE (3)times todayI used a creativerecap at the endof the call to shiftthe membersmindset to thepositive todayI had to useCirrus due toACET datalatency today (i.e.Cirrus info wasmore up to date)I have reviewed the"UES Tips Question 3- Installment 3" Tippage in the TeamLabbe OneNote thisweek. Its under the"Performance" topTab Member said"My Dr said Ineeded thisRX, why do Ineed an auth?"todayI submittedan idea on"Voice of theEmployee"todayMy member askedme to manuallytransfer them tothe UES surveytoday because Iwas so awesome!Today Ireassured themember thatwe will "resolvethis today"I use the "TimecardCalculator" linksregularly that Labbehas provided in theTeam Labbe OneNoteunder "Resources >Schedule/IEX/PTO tomake sure mytimecard is correctMember wasconfused/ unhappy(and specificallyvoiced it to you) thatafter they met theirdeductible, they stillhad to pay a Copayor COINMy ReleaseRate is over70% THISMONTHMTDMember putme on holdto answerthe doortodayMember said "But My DRsoffice said they'took myinsurance'"todayI have reviewed the"Negative Scripting toAvoid"tip page in the TeamLabbe OneNote thisweek. Its under the"Performance" topTabI had TWO (2)friendlyconversationsabout non-business relatedthings with themember todayI have reviewed the"Compassion CallFlow"tip page in the TeamLabbe OneNote thisweek. Its under the"Performance" topTabAVA/B360was helpful/easy tounderstandtodayI creativelyoffered MORETHAN 1 A4MeReferral to theSAME membertodayI tried some newscripting todayTHREE (3)times that Labberecommendedduring a call.I have a minimumof a 92% on UESQuestion # 3 forTHIS MONTHMTD (Resolution)I made sure tosearch in Cirrustoday when Icouldn't find aMEMBERaccount in ACETI have reviewed the"Transactional vsRelational" Tip pagein the Team LabbeOneNote this week.Its under the"Performance" topTabI submittedUser Feedbacktoday torecommend aSOP/ processupdateMemberswore atme todayI resolved themember's issueby making anOB call to theirprovider todayI have reviewed BOTHthe PDF pages in the"Enhanced FlexibleAttendance Policy -11/15/2021"tip page in the TeamLabbe OneNote thisweek under "Resources> Schedule/IEX/PTOMember askedfor a supervisorbut I was ableto help withouta supervisor(NPSR) today.I have a minimumof a 93% on UESQuestion # 2THIS MONTHMTD(Satisfaction)I have reviewed the"PTO FPP"tip page in the TeamLabbe OneNote thisweek. Its under the"Resources >Schedule/IEX/PTO >PTO TabACETproblem madethe call longerthan it had tobe todayI have reviewed the"UES Tips -Installment 2" Tippage in the TeamLabbe OneNote thisweek. Its under the"Performance" topTab Member called usback sayingsomething was notresolved/completed likethey werepromised by usI have reviewed the"Advocacy Model"tip page in the TeamLabbe OneNote thisweek. Its under the"Performance" topTabI attempted to havea conversation witha friend/familyBEFORE gettingdown to businessTHREE (3) timestodayMember sincerelythanked you atthe end of the callafter they startedout being angrytodayToday I usedFIVE (5)FULL 3 partHero EventsI made sure tocheck Cirrus whenI couldn't find aCLAIM in ACET ona membersaccount todayI asked howthe caller isdoing at leastFIVE (5)times todayI sent out acompassioncard forcongrats on anewborn todayI have aminimum of a96% on FCR36for THISMONTH MTDI have reviewed the"Calling Members Back- Team Labbe"Protocol page in theTeam Labbe OneNotethis week. Its under the"Performance" top Tab I learnedsomething newtoday workrelated thatblew my mindToday I anticipatedthe members futureneeds andeducated themproactively to stop afuture call thereforehelping FCR36Membercalled mefrom thetrain/ subwaytodayI helped ateammatein the chattodayIn my most recent1x1 with Labbe, hesaid I was at orover the 19% goalfor A4Me Referralsat the time of thecoaching session.I have reviewed the"UES Tips -Installment 1" Tippage in the TeamLabbe OneNote thisweek. Its under the"Performance" topTab Member said "Ipay $xxxx permonth for thisinsurance…"todayToday I used at leastFIVE (5) solid 3 partAcknowledgment(including calling outthe elephant in theroom and givingpermission to feel)I creatively tailoredthe required Digitaleducation to thetopic of the call atleast THREE (3)times today

Red Hot 🌶 Bingo - Game # 2 - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. 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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  1. I used a creative recap at the end of the call to shift the members mindset to the positive today
  2. I had to use Cirrus due to ACET data latency today (i.e. Cirrus info was more up to date)
  3. I have reviewed the "UES Tips Question 3 - Installment 3" Tip page in the Team Labbe OneNote this week. Its under the "Performance" top Tab
  4. Member said "My Dr said I needed this RX, why do I need an auth?" today
  5. I submitted an idea on "Voice of the Employee" today
  6. My member asked me to manually transfer them to the UES survey today because I was so awesome!
  7. Today I reassured the member that we will "resolve this today"
  8. I use the "Timecard Calculator" links regularly that Labbe has provided in the Team Labbe OneNote under "Resources > Schedule/IEX/PTO to make sure my timecard is correct
  9. Member was confused/ unhappy (and specifically voiced it to you) that after they met their deductible, they still had to pay a Copay or COIN
  10. My Release Rate is over 70% THIS MONTH MTD
  11. Member put me on hold to answer the door today
  12. Member said " But My DRs office said they 'took my insurance'" today
  13. I have reviewed the "Negative Scripting to Avoid" tip page in the Team Labbe OneNote this week. Its under the "Performance" top Tab
  14. I had TWO (2) friendly conversations about non-business related things with the member today
  15. I have reviewed the "Compassion Call Flow" tip page in the Team Labbe OneNote this week. Its under the "Performance" top Tab
  16. AVA/B360 was helpful/ easy to understand today
  17. I creatively offered MORE THAN 1 A4Me Referral to the SAME member today
  18. I tried some new scripting today THREE (3) times that Labbe recommended during a call.
  19. I have a minimum of a 92% on UES Question # 3 for THIS MONTH MTD (Resolution)
  20. I made sure to search in Cirrus today when I couldn't find a MEMBER account in ACET
  21. I have reviewed the "Transactional vs Relational" Tip page in the Team Labbe OneNote this week. Its under the "Performance" top Tab
  22. I submitted User Feedback today to recommend a SOP/ process update
  23. Member swore at me today
  24. I resolved the member's issue by making an OB call to their provider today
  25. I have reviewed BOTH the PDF pages in the "Enhanced Flexible Attendance Policy - 11/15/2021" tip page in the Team Labbe OneNote this week under "Resources > Schedule/IEX/PTO
  26. Member asked for a supervisor but I was able to help without a supervisor (NPSR) today.
  27. I have a minimum of a 93% on UES Question # 2 THIS MONTH MTD (Satisfaction)
  28. I have reviewed the "PTO FPP" tip page in the Team Labbe OneNote this week. Its under the "Resources > Schedule/IEX/PTO > PTO Tab
  29. ACET problem made the call longer than it had to be today
  30. I have reviewed the "UES Tips - Installment 2" Tip page in the Team Labbe OneNote this week. Its under the "Performance" top Tab
  31. Member called us back saying something was not resolved/ completed like they were promised by us
  32. I have reviewed the "Advocacy Model" tip page in the Team Labbe OneNote this week. Its under the "Performance" top Tab
  33. I attempted to have a conversation with a friend/family BEFORE getting down to business THREE (3) times today
  34. Member sincerely thanked you at the end of the call after they started out being angry today
  35. Today I used FIVE (5) FULL 3 part Hero Events
  36. I made sure to check Cirrus when I couldn't find a CLAIM in ACET on a members account today
  37. I asked how the caller is doing at least FIVE (5) times today
  38. I sent out a compassion card for congrats on a newborn today
  39. I have a minimum of a 96% on FCR36 for THIS MONTH MTD
  40. I have reviewed the "Calling Members Back - Team Labbe" Protocol page in the Team Labbe OneNote this week. Its under the "Performance" top Tab
  41. I learned something new today work related that blew my mind
  42. Today I anticipated the members future needs and educated them proactively to stop a future call therefore helping FCR36
  43. Member called me from the train/ subway today
  44. I helped a teammate in the chat today
  45. In my most recent 1x1 with Labbe, he said I was at or over the 19% goal for A4Me Referrals at the time of the coaching session.
  46. I have reviewed the "UES Tips - Installment 1" Tip page in the Team Labbe OneNote this week. Its under the "Performance" top Tab
  47. Member said "I pay $xxxx per month for this insurance…" today
  48. Today I used at least FIVE (5) solid 3 part Acknowledgment (including calling out the elephant in the room and giving permission to feel)
  49. I creatively tailored the required Digital education to the topic of the call at least THREE (3) times today