What is anexample of anopen endedquestion and aclosed endedquestionWhat does"advocate"mean toyou?I am contacting youto know what mycopay is for my PCP.I am VPC eligible.How can you own myoverall journey(regardless ofcustomer)What are IH'sMission/Values?How doHVRs helpus own thememberjourney?Share anscenario whereyou owned amember'sjourney.A member is askingabout the cost of aprocedure but doesn’tknow the exact details.How do you ensureyou own their journeyand give a white-gloveexperience? enav &pnav memberWhat areprobingquestions andwhy are theyimportant?What is anexample of anopen endedquestion and aclosed endedquestionWhat does"advocate"mean toyou?I am contacting youto know what mycopay is for my PCP.I am VPC eligible.How can you own myoverall journey(regardless ofcustomer)What are IH'sMission/Values?How doHVRs helpus own thememberjourney?Share anscenario whereyou owned amember'sjourney.A member is askingabout the cost of aprocedure but doesn’tknow the exact details.How do you ensureyou own their journeyand give a white-gloveexperience? enav &pnav memberWhat areprobingquestions andwhy are theyimportant?

Owning the Member Journey - 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. What is an example of an open ended question and a closed ended question
  2. What does "advocate" mean to you?
  3. I am contacting you to know what my copay is for my PCP. I am VPC eligible. How can you own my overall journey (regardless of customer)
  4. What are IH's Mission/Values?
  5. How do HVRs help us own the member journey?
  6. Share an scenario where you owned a member's journey.
  7. A member is asking about the cost of a procedure but doesn’t know the exact details. How do you ensure you own their journey and give a white-glove experience? enav & pnav member
  8. What are probing questions and why are they important?