Yousuccessfullyuse ascriptingguidelineYouaccidentally talkover the patientand both of yousay, “Sorry, goahead.”Patienthangs upbefore youcan saygoodbye.Mutedmyself byaccidentYourbirthday isin 30 daysor lessA patientcalls whiledrivingYou havebeen withCBO morethan 2 yearsSystem freezesright whenyou're about toprocess apayment.Patient saidmy insurancetold me to tellyou to rebillthis.Someoneasks, “Canyou repeatthat?”Customer iscallingconfusedabout theirbillYou meetyour dailycall volumegoalYou answera call withinthe firstringYou hear apet or childin thebackgroundThis is thefirst time I’mhearingabout thisbalance.Customercalls thewrongdepartment.Patient issurprisedtheir balanceis from overa year ago.Patient usesa HealthSavingsAccount(HSA) card.You setup a newpaymentplan.Patientrefuses toverify theirdate of birth.Patientrequestsan itemizedstatement.Customerasks tospeak to asupervisorYou had atleast onefull glassof waterYou haveto transferthe callYou haveno taskstocompleteI alreadypaidthis!Patientsaid Inever gota billCustomersaid“Thankyou”Had touse thelanguagelineYou hadat leastone cupof coffeeCall lastslongerthan 20minutes.Restartedyourcomputer atleast oncetodayI thought myinsurancewould coverthis.Patient saysoffice toldthem therewas nobalance dueTook a fullFFCCcollectionpaymentYou reachedout to Christineregarding acollectionaccountYouorderedlunchtodayCustomercomplainsabout waittimeYou waivea no showfee.You haveupcomingPTOA patient asksfor “a realperson” eventhough youanswered thephoneYoucompletefive calls in arow with notransfersYou droveto worktodayI nevergot abillYousuccessfullyuse ascriptingguidelineYouaccidentally talkover the patientand both of yousay, “Sorry, goahead.”Patienthangs upbefore youcan saygoodbye.Mutedmyself byaccidentYourbirthday isin 30 daysor lessA patientcalls whiledrivingYou havebeen withCBO morethan 2 yearsSystem freezesright whenyou're about toprocess apayment.Patient saidmy insurancetold me to tellyou to rebillthis.Someoneasks, “Canyou repeatthat?”Customer iscallingconfusedabout theirbillYou meetyour dailycall volumegoalYou answera call withinthe firstringYou hear apet or childin thebackgroundThis is thefirst time I’mhearingabout thisbalance.Customercalls thewrongdepartment.Patient issurprisedtheir balanceis from overa year ago.Patient usesa HealthSavingsAccount(HSA) card.You setup a newpaymentplan.Patientrefuses toverify theirdate of birth.Patientrequestsan itemizedstatement.Customerasks tospeak to asupervisorYou had atleast onefull glassof waterYou haveto transferthe callYou haveno taskstocompleteI alreadypaidthis!Patientsaid Inever gota billCustomersaid“Thankyou”Had touse thelanguagelineYou hadat leastone cupof coffeeCall lastslongerthan 20minutes.Restartedyourcomputer atleast oncetodayI thought myinsurancewould coverthis.Patient saysoffice toldthem therewas nobalance dueTook a fullFFCCcollectionpaymentYou reachedout to Christineregarding acollectionaccountYouorderedlunchtodayCustomercomplainsabout waittimeYou waivea no showfee.You haveupcomingPTOA patient asksfor “a realperson” eventhough youanswered thephoneYoucompletefive calls in arow with notransfersYou droveto worktodayI nevergot abill

PFS Bingo - 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
  1. You successfully use a scripting guideline
  2. You accidentally talk over the patient and both of you say, “Sorry, go ahead.”
  3. Patient hangs up before you can say goodbye.
  4. Muted myself by accident
  5. Your birthday is in 30 days or less
  6. A patient calls while driving
  7. You have been with CBO more than 2 years
  8. System freezes right when you're about to process a payment.
  9. Patient said my insurance told me to tell you to rebill this.
  10. Someone asks, “Can you repeat that?”
  11. Customer is calling confused about their bill
  12. You meet your daily call volume goal
  13. You answer a call within the first ring
  14. You hear a pet or child in the background
  15. This is the first time I’m hearing about this balance.
  16. Customer calls the wrong department.
  17. Patient is surprised their balance is from over a year ago.
  18. Patient uses a Health Savings Account (HSA) card.
  19. You set up a new payment plan.
  20. Patient refuses to verify their date of birth.
  21. Patient requests an itemized statement.
  22. Customer asks to speak to a supervisor
  23. You had at least one full glass of water
  24. You have to transfer the call
  25. You have no tasks to complete
  26. I already paid this!
  27. Patient said I never got a bill
  28. Customer said “Thank you”
  29. Had to use the language line
  30. You had at least one cup of coffee
  31. Call lasts longer than 20 minutes.
  32. Restarted your computer at least once today
  33. I thought my insurance would cover this.
  34. Patient says office told them there was no balance due
  35. Took a full FFCC collection payment
  36. You reached out to Christine regarding a collection account
  37. You ordered lunch today
  38. Customer complains about wait time
  39. You waive a no show fee.
  40. You have upcoming PTO
  41. A patient asks for “a real person” even though you answered the phone
  42. You complete five calls in a row with no transfers
  43. You drove to work today
  44. I never got a bill