Member said"My Dr said Ineeded thisRX, why do Ineed an auth?"todayI have a minimumof a 93% on UESQuestion # 2THIS MONTHMTD(Satisfaction)Member putme on holdto answerthe doortodayMy member askedme to manuallytransfer them tothe UES surveytoday because Iwas so awesome!Member said "But My DRsoffice said they'took myinsurance'"todayToday I usedFIVE (5)FULL 3 partHero EventsI creativelyoffered MORETHAN 1 A4MeReferral to theSAME membertodayToday I used at leastFIVE (5) solid 3 partAcknowledgment(including calling outthe elephant in theroom and givingpermission to feel)I have aminimum of a96% on FCR36for THISMONTH MTDI resolved themember's issueby making anOB call to theirprovider todayI submittedan idea on"Voice of theEmployee"todayI have reviewed the"Calling Members Back- Team Labbe"Protocol page in theTeam Labbe OneNotethis week. Its under the"Performance" top Tab Member called usback sayingsomething was notresolved/completed likethey werepromised by usI have a minimumof a 92% on UESQuestion # 3 forTHIS MONTHMTD (Resolution)ACETproblem madethe call longerthan it had tobe todayIn my most recent1x1 with Labbe, hesaid I was at orover the 19% goalfor A4Me Referralsat the time of thecoaching session.I helped ateammatein the chattodayI 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 used a creativerecap at the endof the call to shiftthe membersmindset to thepositive todayI use the "TimecardCalculator" linksregularly that Labbehas provided in theTeam Labbe OneNoteunder "Resources >Schedule/IEX/PTO tomake sure mytimecard is correctMembercalled mefrom thetrain/ subwaytodayAVA/B360was helpful/easy tounderstandtodayI made sure tocheck Cirrus whenI couldn't find aCLAIM in ACET ona membersaccount todayI have reviewed the"PTO FPP"tip page in the TeamLabbe OneNote thisweek. Its under the"Resources >Schedule/IEX/PTO >PTO TabMember askedfor a supervisorbut I was ableto help withouta supervisor(NPSR) today.I tried some newscripting todayTHREE (3)times that Labberecommendedduring a call.I have reviewed the"Negative Scripting toAvoid"tip page in the TeamLabbe OneNote thisweek. Its under the"Performance" topTabI had to useCirrus due toACET datalatency today (i.e.Cirrus info wasmore up to date)Member said "Ipay $xxxx permonth for thisinsurance…"todayI sent out acompassioncard forcongrats on anewborn todayMy ReleaseRate is over70% THISMONTHMTDToday I anticipatedthe members futureneeds andeducated themproactively to stop afuture call thereforehelping FCR36I had TWO (2)friendlyconversationsabout non-business relatedthings with themember todayMember sincerelythanked you atthe end of the callafter they startedout being angrytodayI attempted to havea conversation witha friend/familyBEFORE gettingdown to businessTHREE (3) timestodayI 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 reviewed the"UES Tips -Installment 2" Tippage in the TeamLabbe OneNote thisweek. Its under the"Performance" topTab Memberswore atme todayI have reviewed the"Compassion CallFlow"tip page in the TeamLabbe OneNote thisweek. Its under the"Performance" topTabI learnedsomething newtoday workrelated thatblew my mindToday Ireassured themember thatwe will "resolvethis today"I have reviewed the"Advocacy Model"tip page in the TeamLabbe OneNote thisweek. Its under the"Performance" topTabI have reviewed the"UES Tips Question 3- Installment 3" Tippage in the TeamLabbe OneNote thisweek. Its under the"Performance" topTab I made sure tosearch in Cirrustoday when Icouldn't find aMEMBERaccount in ACETI have reviewed the"UES Tips -Installment 1" Tippage in the TeamLabbe OneNote thisweek. Its under the"Performance" topTab I asked howthe caller isdoing at leastFIVE (5)times todayI have reviewed the"Transactional vsRelational" Tip pagein the Team LabbeOneNote this week.Its under the"Performance" topTabI submittedUser Feedbacktoday torecommend aSOP/ processupdateMember said"My Dr said Ineeded thisRX, why do Ineed an auth?"todayI have a minimumof a 93% on UESQuestion # 2THIS MONTHMTD(Satisfaction)Member putme on holdto answerthe doortodayMy member askedme to manuallytransfer them tothe UES surveytoday because Iwas so awesome!Member said "But My DRsoffice said they'took myinsurance'"todayToday I usedFIVE (5)FULL 3 partHero EventsI creativelyoffered MORETHAN 1 A4MeReferral to theSAME membertodayToday I used at leastFIVE (5) solid 3 partAcknowledgment(including calling outthe elephant in theroom and givingpermission to feel)I have aminimum of a96% on FCR36for THISMONTH MTDI resolved themember's issueby making anOB call to theirprovider todayI submittedan idea on"Voice of theEmployee"todayI have reviewed the"Calling Members Back- Team Labbe"Protocol page in theTeam Labbe OneNotethis week. Its under the"Performance" top Tab Member called usback sayingsomething was notresolved/completed likethey werepromised by usI have a minimumof a 92% on UESQuestion # 3 forTHIS MONTHMTD (Resolution)ACETproblem madethe call longerthan it had tobe todayIn my most recent1x1 with Labbe, hesaid I was at orover the 19% goalfor A4Me Referralsat the time of thecoaching session.I helped ateammatein the chattodayI 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 used a creativerecap at the endof the call to shiftthe membersmindset to thepositive todayI use the "TimecardCalculator" linksregularly that Labbehas provided in theTeam Labbe OneNoteunder "Resources >Schedule/IEX/PTO tomake sure mytimecard is correctMembercalled mefrom thetrain/ subwaytodayAVA/B360was helpful/easy tounderstandtodayI made sure tocheck Cirrus whenI couldn't find aCLAIM in ACET ona membersaccount todayI have reviewed the"PTO FPP"tip page in the TeamLabbe OneNote thisweek. Its under the"Resources >Schedule/IEX/PTO >PTO TabMember askedfor a supervisorbut I was ableto help withouta supervisor(NPSR) today.I tried some newscripting todayTHREE (3)times that Labberecommendedduring a call.I have reviewed the"Negative Scripting toAvoid"tip page in the TeamLabbe OneNote thisweek. Its under the"Performance" topTabI had to useCirrus due toACET datalatency today (i.e.Cirrus info wasmore up to date)Member said "Ipay $xxxx permonth for thisinsurance…"todayI sent out acompassioncard forcongrats on anewborn todayMy ReleaseRate is over70% THISMONTHMTDToday I anticipatedthe members futureneeds andeducated themproactively to stop afuture call thereforehelping FCR36I had TWO (2)friendlyconversationsabout non-business relatedthings with themember todayMember sincerelythanked you atthe end of the callafter they startedout being angrytodayI attempted to havea conversation witha friend/familyBEFORE gettingdown to businessTHREE (3) timestodayI 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 reviewed the"UES Tips -Installment 2" Tippage in the TeamLabbe OneNote thisweek. Its under the"Performance" topTab Memberswore atme todayI have reviewed the"Compassion CallFlow"tip page in the TeamLabbe OneNote thisweek. Its under the"Performance" topTabI learnedsomething newtoday workrelated thatblew my mindToday Ireassured themember thatwe will "resolvethis today"I have reviewed the"Advocacy Model"tip page in the TeamLabbe OneNote thisweek. Its under the"Performance" topTabI have reviewed the"UES Tips Question 3- Installment 3" Tippage in the TeamLabbe OneNote thisweek. Its under the"Performance" topTab I made sure tosearch in Cirrustoday when Icouldn't find aMEMBERaccount in ACETI have reviewed the"UES Tips -Installment 1" Tippage in the TeamLabbe OneNote thisweek. Its under the"Performance" topTab I asked howthe caller isdoing at leastFIVE (5)times todayI have reviewed the"Transactional vsRelational" Tip pagein the Team LabbeOneNote this week.Its under the"Performance" topTabI 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 said "My Dr said I needed this RX, why do I need an auth?" today
  2. I have a minimum of a 93% on UES Question # 2 THIS MONTH MTD (Satisfaction)
  3. Member put me on hold to answer the door today
  4. My member asked me to manually transfer them to the UES survey today because I was so awesome!
  5. Member said " But My DRs office said they 'took my insurance'" today
  6. Today I used FIVE (5) FULL 3 part Hero Events
  7. I creatively offered MORE THAN 1 A4Me Referral to the SAME member today
  8. Today I used at least FIVE (5) solid 3 part Acknowledgment (including calling out the elephant in the room and giving permission to feel)
  9. I have a minimum of a 96% on FCR36 for THIS MONTH MTD
  10. I resolved the member's issue by making an OB call to their provider today
  11. I submitted an idea on "Voice of the Employee" today
  12. I have reviewed the "Calling Members Back - Team Labbe" Protocol page in the Team Labbe OneNote this week. Its under the "Performance" top Tab
  13. Member called us back saying something was not resolved/ completed like they were promised by us
  14. I have a minimum of a 92% on UES Question # 3 for THIS MONTH MTD (Resolution)
  15. ACET problem made the call longer than it had to be today
  16. 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.
  17. I helped a teammate in the chat today
  18. 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
  19. I used a creative recap at the end of the call to shift the members mindset to the positive today
  20. 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
  21. Member called me from the train/ subway today
  22. AVA/B360 was helpful/ easy to understand today
  23. I made sure to check Cirrus when I couldn't find a CLAIM in ACET on a members account today
  24. I have reviewed the "PTO FPP" tip page in the Team Labbe OneNote this week. Its under the "Resources > Schedule/IEX/PTO > PTO Tab
  25. Member asked for a supervisor but I was able to help without a supervisor (NPSR) today.
  26. I tried some new scripting today THREE (3) times that Labbe recommended during a call.
  27. I have reviewed the "Negative Scripting to Avoid" tip page in the Team Labbe OneNote this week. Its under the "Performance" top Tab
  28. I had to use Cirrus due to ACET data latency today (i.e. Cirrus info was more up to date)
  29. Member said "I pay $xxxx per month for this insurance…" today
  30. I sent out a compassion card for congrats on a newborn today
  31. My Release Rate is over 70% THIS MONTH MTD
  32. Today I anticipated the members future needs and educated them proactively to stop a future call therefore helping FCR36
  33. I had TWO (2) friendly conversations about non-business related things with the member today
  34. Member sincerely thanked you at the end of the call after they started out being angry today
  35. I attempted to have a conversation with a friend/family BEFORE getting down to business THREE (3) times today
  36. I creatively tailored the required Digital education to the topic of the call at least THREE (3) times today
  37. 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
  38. I have reviewed the "UES Tips - Installment 2" Tip page in the Team Labbe OneNote this week. Its under the "Performance" top Tab
  39. Member swore at me today
  40. I have reviewed the "Compassion Call Flow" tip 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 reassured the member that we will "resolve this today"
  43. I have reviewed the "Advocacy Model" tip page in the Team Labbe OneNote this week. Its under the "Performance" top Tab
  44. 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
  45. I made sure to search in Cirrus today when I couldn't find a MEMBER account in ACET
  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. I asked how the caller is doing at least FIVE (5) times today
  48. I have reviewed the "Transactional vs Relational" Tip page in the Team Labbe OneNote this week. Its under the "Performance" top Tab
  49. I submitted User Feedback today to recommend a SOP/ process update