Member askedfor a supervisorbut I was ableto help withouta supervisor(NPSR) today.I made sure tosearch in Cirrustoday when Icouldn't find aMEMBERaccount in ACETMemberswore atme todayI had to useCirrus due toACET datalatency today (i.e.Cirrus info wasmore up to date)Member sincerelythanked you atthe end of the callafter they startedout being angrytodayI resolved themember's issueby making anOB call to theirprovider todayI tried some newscripting todayTHREE (3)times that Labberecommendedduring a call.I creatively tailoredthe required Digitaleducation to thetopic of the call atleast THREE (3)times todayI have reviewed the"Compassion CallFlow"tip page in the TeamLabbe OneNote thisweek. Its under the"Performance" topTabI have reviewed the"PTO FPP"tip page in the TeamLabbe OneNote thisweek. Its under the"Resources >Schedule/IEX/PTO >PTO TabToday I anticipatedthe members futureneeds andeducated themproactively to stop afuture call thereforehelping FCR36Member said "Ipay $xxxx permonth for thisinsurance…"todayI creativelyoffered MORETHAN 1 A4MeReferral to theSAME membertodayI submittedan idea on"Voice of theEmployee"todayI asked howthe caller isdoing at leastFIVE (5)times todayMember said "But My DRsoffice said they'took myinsurance'"todayIn my most recent1x1 with Labbe, hesaid I was at orover the 19% goalfor A4Me Referralsat the time of thecoaching session.I use the "TimecardCalculator" linksregularly that Labbehas provided in theTeam Labbe OneNoteunder "Resources >Schedule/IEX/PTO tomake sure mytimecard is correctMember called usback sayingsomething was notresolved/completed likethey werepromised by usI attempted to havea conversation witha friend/familyBEFORE gettingdown to businessTHREE (3) timestodayI have reviewed the"UES Tips -Installment 2" Tippage in the TeamLabbe OneNote thisweek. Its under the"Performance" topTab I 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 had TWO (2)friendlyconversationsabout non-business relatedthings with themember todayI sent out acompassioncard forcongrats on anewborn todayMember said"My Dr said Ineeded thisRX, why do Ineed an auth?"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/PTOMy member askedme to manuallytransfer them tothe UES surveytoday because Iwas so awesome!I have reviewed the"UES Tips -Installment 1" Tippage in the TeamLabbe OneNote thisweek. Its under the"Performance" topTab I have reviewed the"UES Tips Question 3- Installment 3" Tippage in the TeamLabbe OneNote thisweek. Its under the"Performance" topTab AVA/B360was helpful/easy tounderstandtodayToday Ireassured themember thatwe will "resolvethis today"ACETproblem madethe call longerthan it had tobe todayToday I used at leastFIVE (5) solid 3 partAcknowledgment(including calling outthe elephant in theroom and givingpermission to feel)I helped ateammatein the chattodayMember wasconfused/ unhappy(and specificallyvoiced it to you) thatafter they met theirdeductible, they stillhad to pay a Copayor COINI have reviewed the"Negative Scripting toAvoid"tip page in the TeamLabbe OneNote thisweek. Its under the"Performance" topTabI learnedsomething newtoday workrelated thatblew my mindI have reviewed the"Transactional vsRelational" Tip pagein the Team LabbeOneNote this week.Its under the"Performance" topTabMember putme on holdto answerthe doortodayI used a creativerecap at the endof the call to shiftthe membersmindset to thepositive todayMembercalled mefrom thetrain/ subwaytodayI have a minimumof a 92% on UESQuestion # 3 forTHIS MONTHMTD (Resolution)Today I usedFIVE (5)FULL 3 partHero EventsI have reviewed the"Advocacy Model"tip page in the TeamLabbe OneNote thisweek. Its under the"Performance" topTabI made sure tocheck Cirrus whenI couldn't find aCLAIM in ACET ona membersaccount todayMy ReleaseRate is over70% THISMONTHMTDI have a minimumof a 93% on UESQuestion # 2THIS MONTHMTD(Satisfaction)I submittedUser Feedbacktoday torecommend aSOP/ processupdateMember askedfor a supervisorbut I was ableto help withouta supervisor(NPSR) today.I made sure tosearch in Cirrustoday when Icouldn't find aMEMBERaccount in ACETMemberswore atme todayI had to useCirrus due toACET datalatency today (i.e.Cirrus info wasmore up to date)Member sincerelythanked you atthe end of the callafter they startedout being angrytodayI resolved themember's issueby making anOB call to theirprovider todayI tried some newscripting todayTHREE (3)times that Labberecommendedduring a call.I creatively tailoredthe required Digitaleducation to thetopic of the call atleast THREE (3)times todayI have reviewed the"Compassion CallFlow"tip page in the TeamLabbe OneNote thisweek. Its under the"Performance" topTabI have reviewed the"PTO FPP"tip page in the TeamLabbe OneNote thisweek. Its under the"Resources >Schedule/IEX/PTO >PTO TabToday I anticipatedthe members futureneeds andeducated themproactively to stop afuture call thereforehelping FCR36Member said "Ipay $xxxx permonth for thisinsurance…"todayI creativelyoffered MORETHAN 1 A4MeReferral to theSAME membertodayI submittedan idea on"Voice of theEmployee"todayI asked howthe caller isdoing at leastFIVE (5)times todayMember said "But My DRsoffice said they'took myinsurance'"todayIn my most recent1x1 with Labbe, hesaid I was at orover the 19% goalfor A4Me Referralsat the time of thecoaching session.I use the "TimecardCalculator" linksregularly that Labbehas provided in theTeam Labbe OneNoteunder "Resources >Schedule/IEX/PTO tomake sure mytimecard is correctMember called usback sayingsomething was notresolved/completed likethey werepromised by usI attempted to havea conversation witha friend/familyBEFORE gettingdown to businessTHREE (3) timestodayI have reviewed the"UES Tips -Installment 2" Tippage in the TeamLabbe OneNote thisweek. Its under the"Performance" topTab I 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 had TWO (2)friendlyconversationsabout non-business relatedthings with themember todayI sent out acompassioncard forcongrats on anewborn todayMember said"My Dr said Ineeded thisRX, why do Ineed an auth?"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/PTOMy member askedme to manuallytransfer them tothe UES surveytoday because Iwas so awesome!I have reviewed the"UES Tips -Installment 1" Tippage in the TeamLabbe OneNote thisweek. Its under the"Performance" topTab I have reviewed the"UES Tips Question 3- Installment 3" Tippage in the TeamLabbe OneNote thisweek. Its under the"Performance" topTab AVA/B360was helpful/easy tounderstandtodayToday Ireassured themember thatwe will "resolvethis today"ACETproblem madethe call longerthan it had tobe todayToday I used at leastFIVE (5) solid 3 partAcknowledgment(including calling outthe elephant in theroom and givingpermission to feel)I helped ateammatein the chattodayMember wasconfused/ unhappy(and specificallyvoiced it to you) thatafter they met theirdeductible, they stillhad to pay a Copayor COINI have reviewed the"Negative Scripting toAvoid"tip page in the TeamLabbe OneNote thisweek. Its under the"Performance" topTabI learnedsomething newtoday workrelated thatblew my mindI have reviewed the"Transactional vsRelational" Tip pagein the Team LabbeOneNote this week.Its under the"Performance" topTabMember putme on holdto answerthe doortodayI used a creativerecap at the endof the call to shiftthe membersmindset to thepositive todayMembercalled mefrom thetrain/ subwaytodayI have a minimumof a 92% on UESQuestion # 3 forTHIS MONTHMTD (Resolution)Today I usedFIVE (5)FULL 3 partHero EventsI have reviewed the"Advocacy Model"tip page in the TeamLabbe OneNote thisweek. Its under the"Performance" topTabI made sure tocheck Cirrus whenI couldn't find aCLAIM in ACET ona membersaccount todayMy ReleaseRate is over70% THISMONTHMTDI have a minimumof a 93% on UESQuestion # 2THIS MONTHMTD(Satisfaction)I submittedUser Feedbacktoday torecommend aSOP/ processupdate

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. Member asked for a supervisor but I was able to help without a supervisor (NPSR) today.
  2. I made sure to search in Cirrus today when I couldn't find a MEMBER account in ACET
  3. Member swore at me today
  4. I had to use Cirrus due to ACET data latency today (i.e. Cirrus info was more up to date)
  5. Member sincerely thanked you at the end of the call after they started out being angry today
  6. I resolved the member's issue by making an OB call to their provider today
  7. I tried some new scripting today THREE (3) times that Labbe recommended during a call.
  8. I creatively tailored the required Digital education to the topic of the call at least THREE (3) times today
  9. I have reviewed the "Compassion Call Flow" tip page in the Team Labbe OneNote this week. Its under the "Performance" top Tab
  10. I have reviewed the "PTO FPP" tip page in the Team Labbe OneNote this week. Its under the "Resources > Schedule/IEX/PTO > PTO Tab
  11. Today I anticipated the members future needs and educated them proactively to stop a future call therefore helping FCR36
  12. Member said "I pay $xxxx per month for this insurance…" today
  13. I creatively offered MORE THAN 1 A4Me Referral to the SAME member today
  14. I submitted an idea on "Voice of the Employee" today
  15. I asked how the caller is doing at least FIVE (5) times today
  16. Member said " But My DRs office said they 'took my insurance'" today
  17. 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.
  18. 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
  19. Member called us back saying something was not resolved/ completed like they were promised by us
  20. I attempted to have a conversation with a friend/family BEFORE getting down to business THREE (3) times today
  21. I have reviewed the "UES Tips - Installment 2" Tip page in the Team Labbe OneNote this week. Its under the "Performance" top Tab
  22. I have a minimum of a 96% on FCR36 for THIS MONTH MTD
  23. I have reviewed the "Calling Members Back - Team Labbe" Protocol page in the Team Labbe OneNote this week. Its under the "Performance" top Tab
  24. I had TWO (2) friendly conversations about non-business related things with the member today
  25. I sent out a compassion card for congrats on a newborn today
  26. Member said "My Dr said I needed this RX, why do I need an auth?" today
  27. 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
  28. My member asked me to manually transfer them to the UES survey today because I was so awesome!
  29. I have reviewed the "UES Tips - Installment 1" Tip page in the Team Labbe OneNote this week. Its under the "Performance" top Tab
  30. 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
  31. AVA/B360 was helpful/ easy to understand today
  32. Today I reassured the member that we will "resolve this today"
  33. ACET problem made the call longer than it had to be today
  34. Today I used at least FIVE (5) solid 3 part Acknowledgment (including calling out the elephant in the room and giving permission to feel)
  35. I helped a teammate in the chat today
  36. 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
  37. I have reviewed the "Negative Scripting to Avoid" tip page in the Team Labbe OneNote this week. Its under the "Performance" top Tab
  38. I learned something new today work related that blew my mind
  39. I have reviewed the "Transactional vs Relational" Tip page in the Team Labbe OneNote this week. Its under the "Performance" top Tab
  40. Member put me on hold to answer the door today
  41. I used a creative recap at the end of the call to shift the members mindset to the positive today
  42. Member called me from the train/ subway today
  43. I have a minimum of a 92% on UES Question # 3 for THIS MONTH MTD (Resolution)
  44. Today I used FIVE (5) FULL 3 part Hero Events
  45. I have reviewed the "Advocacy Model" tip page in the Team Labbe OneNote this week. Its under the "Performance" top Tab
  46. I made sure to check Cirrus when I couldn't find a CLAIM in ACET on a members account today
  47. My Release Rate is over 70% THIS MONTH MTD
  48. I have a minimum of a 93% on UES Question # 2 THIS MONTH MTD (Satisfaction)
  49. I submitted User Feedback today to recommend a SOP/ process update