Patientsaid Inever gota billPatientrefuses toverify theirdate of birth.Mutedmyself byaccidentPatientrequestsan itemizedstatement.You reachedout to Christineregarding acollectionaccountCustomerasks tospeak to asupervisorCustomersaid“Thankyou”You hadat leastone cupof coffeeYou haveupcomingPTOPatienthangs upbefore youcan saygoodbye.Customercomplainsabout waittimeRestartedyourcomputer atleast oncetodaySystem freezesright whenyou're about toprocess apayment.You haveno taskstocompleteYou haveto transferthe callCustomercalls thewrongdepartment.Youcompletefive calls in arow with notransfersHad touse thelanguagelinePatient saysoffice toldthem therewas nobalance dueYou setup a newpaymentplan.Yourbirthday isin 30 daysor lessYou waivea no showfee.YouorderedlunchtodayA patientcalls whiledrivingA patient asksfor “a realperson” eventhough youanswered thephoneYou had atleast onefull glassof waterI alreadypaidthis!Patient usesa HealthSavingsAccount(HSA) card.Patient issurprisedtheir balanceis from overa year ago.You droveto worktodayCall lastslongerthan 20minutes.I thought myinsurancewould coverthis.Youaccidentally talkover the patientand both of yousay, “Sorry, goahead.”You meetyour dailycall volumegoalTook a fullFFCCcollectionpaymentI nevergot abillSomeoneasks, “Canyou repeatthat?”You answera call withinthe firstringYou hear apet or childin thebackgroundPatient saidmy insurancetold me to tellyou to rebillthis.Yousuccessfullyuse ascriptingguidelineCustomer iscallingconfusedabout theirbillYou havebeen withCBO morethan 2 yearsThis is thefirst time I’mhearingabout thisbalance.Patientsaid Inever gota billPatientrefuses toverify theirdate of birth.Mutedmyself byaccidentPatientrequestsan itemizedstatement.You reachedout to Christineregarding acollectionaccountCustomerasks tospeak to asupervisorCustomersaid“Thankyou”You hadat leastone cupof coffeeYou haveupcomingPTOPatienthangs upbefore youcan saygoodbye.Customercomplainsabout waittimeRestartedyourcomputer atleast oncetodaySystem freezesright whenyou're about toprocess apayment.You haveno taskstocompleteYou haveto transferthe callCustomercalls thewrongdepartment.Youcompletefive calls in arow with notransfersHad touse thelanguagelinePatient saysoffice toldthem therewas nobalance dueYou setup a newpaymentplan.Yourbirthday isin 30 daysor lessYou waivea no showfee.YouorderedlunchtodayA patientcalls whiledrivingA patient asksfor “a realperson” eventhough youanswered thephoneYou had atleast onefull glassof waterI alreadypaidthis!Patient usesa HealthSavingsAccount(HSA) card.Patient issurprisedtheir balanceis from overa year ago.You droveto worktodayCall lastslongerthan 20minutes.I thought myinsurancewould coverthis.Youaccidentally talkover the patientand both of yousay, “Sorry, goahead.”You meetyour dailycall volumegoalTook a fullFFCCcollectionpaymentI nevergot abillSomeoneasks, “Canyou repeatthat?”You answera call withinthe firstringYou hear apet or childin thebackgroundPatient saidmy insurancetold me to tellyou to rebillthis.Yousuccessfullyuse ascriptingguidelineCustomer iscallingconfusedabout theirbillYou havebeen withCBO morethan 2 yearsThis is thefirst time I’mhearingabout thisbalance.

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.


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