I made sure tocheck Cirrus whenI couldn't find aCLAIM in ACET ona membersaccount todayMember putme on holdto answerthe doortodayACETproblem madethe call longerthan it had tobe todayI had to useCirrus due toACET datalatency today (i.e.Cirrus info wasmore up to date)I have reviewed BOTHthe PDF pages in the"Enhanced FlexibleAttendance Policy -11/15/2021"tip page in the TeamLabbe OneNote thisweek under "Resources> Schedule/IEX/PTOI have reviewed the"PTO FPP"tip page in the TeamLabbe OneNote thisweek. Its under the"Resources >Schedule/IEX/PTO >PTO TabI have a minimumof a 93% on UESQuestion # 2THIS MONTHMTD(Satisfaction)I have reviewed the"UES Tips -Installment 1" Tippage in the TeamLabbe OneNote thisweek. Its under the"Performance" topTab I have reviewed the"Compassion CallFlow"tip page in the TeamLabbe OneNote thisweek. Its under the"Performance" topTabToday Ireassured themember thatwe will "resolvethis today"I resolved themember's issueby making anOB call to theirprovider todayI 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 Member sincerelythanked you atthe end of the callafter they startedout being angrytodayToday 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 todayMember wasconfused/ unhappy(and specificallyvoiced it to you) thatafter they met theirdeductible, they stillhad to pay a Copayor COINI have aminimum of a96% on FCR36for THISMONTH MTDMember said"My Dr said Ineeded thisRX, why do Ineed an auth?"todayI sent out acompassioncard forcongrats on anewborn todayI made sure tosearch in Cirrustoday when Icouldn't find aMEMBERaccount in ACETMember said "But My DRsoffice said they'took myinsurance'"todayI have reviewed the"Advocacy Model"tip page in the TeamLabbe OneNote thisweek. Its under the"Performance" topTabMember said "Ipay $xxxx permonth for thisinsurance…"todayI have a minimumof a 92% on UESQuestion # 3 forTHIS MONTHMTD (Resolution)AVA/B360was helpful/easy tounderstandtodayI learnedsomething newtoday workrelated thatblew my mindMember called usback sayingsomething was notresolved/completed likethey werepromised by usMy ReleaseRate is over70% THISMONTHMTDI asked howthe caller isdoing at leastFIVE (5)times todayMember askedfor a supervisorbut I was ableto help withouta supervisor(NPSR) today.In my most recent1x1 with Labbe, hesaid I was at orover the 19% goalfor A4Me Referralsat the time of thecoaching session.Memberswore atme todayI tried some newscripting todayTHREE (3)times that Labberecommendedduring a call.Today I anticipatedthe members futureneeds andeducated themproactively to stop afuture call thereforehelping FCR36I helped ateammatein the chattodayMembercalled mefrom thetrain/ subwaytodayI used a creativerecap at the endof the call to shiftthe membersmindset to thepositive todayI submittedUser Feedbacktoday torecommend aSOP/ processupdateMy member askedme to manuallytransfer them tothe UES surveytoday because Iwas so awesome!Today I usedFIVE (5)FULL 3 partHero EventsI had TWO (2)friendlyconversationsabout non-business relatedthings with themember todayI creativelyoffered MORETHAN 1 A4MeReferral to theSAME membertodayI submittedan idea on"Voice of theEmployee"todayI have reviewed the"UES Tips Question 3- Installment 3" Tippage in the TeamLabbe OneNote thisweek. Its under the"Performance" topTab I use the "TimecardCalculator" linksregularly that Labbehas provided in theTeam Labbe OneNoteunder "Resources >Schedule/IEX/PTO tomake sure mytimecard is correctI have reviewed the"Calling Members Back- Team Labbe"Protocol page in theTeam Labbe OneNotethis week. Its under the"Performance" top Tab I have reviewed the"Negative Scripting toAvoid"tip page in the TeamLabbe OneNote thisweek. Its under the"Performance" topTabI have reviewed the"Transactional vsRelational" Tip pagein the Team LabbeOneNote this week.Its under the"Performance" topTabI made sure tocheck Cirrus whenI couldn't find aCLAIM in ACET ona membersaccount todayMember putme on holdto answerthe doortodayACETproblem madethe call longerthan it had tobe todayI had to useCirrus due toACET datalatency today (i.e.Cirrus info wasmore up to date)I have reviewed BOTHthe PDF pages in the"Enhanced FlexibleAttendance Policy -11/15/2021"tip page in the TeamLabbe OneNote thisweek under "Resources> Schedule/IEX/PTOI have reviewed the"PTO FPP"tip page in the TeamLabbe OneNote thisweek. Its under the"Resources >Schedule/IEX/PTO >PTO TabI have a minimumof a 93% on UESQuestion # 2THIS MONTHMTD(Satisfaction)I have reviewed the"UES Tips -Installment 1" Tippage in the TeamLabbe OneNote thisweek. Its under the"Performance" topTab I have reviewed the"Compassion CallFlow"tip page in the TeamLabbe OneNote thisweek. Its under the"Performance" topTabToday Ireassured themember thatwe will "resolvethis today"I resolved themember's issueby making anOB call to theirprovider todayI 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 Member sincerelythanked you atthe end of the callafter they startedout being angrytodayToday 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 todayMember wasconfused/ unhappy(and specificallyvoiced it to you) thatafter they met theirdeductible, they stillhad to pay a Copayor COINI have aminimum of a96% on FCR36for THISMONTH MTDMember said"My Dr said Ineeded thisRX, why do Ineed an auth?"todayI sent out acompassioncard forcongrats on anewborn todayI made sure tosearch in Cirrustoday when Icouldn't find aMEMBERaccount in ACETMember said "But My DRsoffice said they'took myinsurance'"todayI have reviewed the"Advocacy Model"tip page in the TeamLabbe OneNote thisweek. Its under the"Performance" topTabMember said "Ipay $xxxx permonth for thisinsurance…"todayI have a minimumof a 92% on UESQuestion # 3 forTHIS MONTHMTD (Resolution)AVA/B360was helpful/easy tounderstandtodayI learnedsomething newtoday workrelated thatblew my mindMember called usback sayingsomething was notresolved/completed likethey werepromised by usMy ReleaseRate is over70% THISMONTHMTDI asked howthe caller isdoing at leastFIVE (5)times todayMember askedfor a supervisorbut I was ableto help withouta supervisor(NPSR) today.In my most recent1x1 with Labbe, hesaid I was at orover the 19% goalfor A4Me Referralsat the time of thecoaching session.Memberswore atme todayI tried some newscripting todayTHREE (3)times that Labberecommendedduring a call.Today I anticipatedthe members futureneeds andeducated themproactively to stop afuture call thereforehelping FCR36I helped ateammatein the chattodayMembercalled mefrom thetrain/ subwaytodayI used a creativerecap at the endof the call to shiftthe membersmindset to thepositive todayI submittedUser Feedbacktoday torecommend aSOP/ processupdateMy member askedme to manuallytransfer them tothe UES surveytoday because Iwas so awesome!Today I usedFIVE (5)FULL 3 partHero EventsI had TWO (2)friendlyconversationsabout non-business relatedthings with themember todayI creativelyoffered MORETHAN 1 A4MeReferral to theSAME membertodayI submittedan idea on"Voice of theEmployee"todayI have reviewed the"UES Tips Question 3- Installment 3" Tippage in the TeamLabbe OneNote thisweek. Its under the"Performance" topTab I use the "TimecardCalculator" linksregularly that Labbehas provided in theTeam Labbe OneNoteunder "Resources >Schedule/IEX/PTO tomake sure mytimecard is correctI have reviewed the"Calling Members Back- Team Labbe"Protocol page in theTeam Labbe OneNotethis week. Its under the"Performance" top Tab I have reviewed the"Negative Scripting toAvoid"tip page in the TeamLabbe OneNote thisweek. Its under the"Performance" topTabI have reviewed the"Transactional vsRelational" Tip pagein the Team LabbeOneNote this week.Its under the"Performance" topTab

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.


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