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