ClarifyingQuestionsServiceRecoveryOARSBOATMotivationalInterviewingCuesandCluesNaturalDisasterNeglectEscalatedCallerOneBreathPolicyA-HAFinancialAbuseEngagementInappropriateCallEmergencySituationJob AidOptumReportableIncidentFormTerminatethe CallEvokingMake aPLANQ-QuestionCorporateSecurityPicketing ordemonstrationsSexualAbuseEmotional orPsychologicalAbuseScripting forInappropriateCallersSuicidalSituationBuddySystemHRDirectAppologizeClarifyingQuestionsServiceRecoveryOARSBOATMotivationalInterviewingCuesandCluesNaturalDisasterNeglectEscalatedCallerOneBreathPolicyA-HAFinancialAbuseEngagementInappropriateCallEmergencySituationJob AidOptumReportableIncidentFormTerminatethe CallEvokingMake aPLANQ-QuestionCorporateSecurityPicketing ordemonstrationsSexualAbuseEmotional orPsychologicalAbuseScripting forInappropriateCallersSuicidalSituationBuddySystemHRDirectAppologize

Annual Refresh Training - 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. Clarifying Questions
  2. Service Recovery
  3. OARS
  4. BOAT
  5. Motivational Interviewing
  6. Cues and Clues
  7. Natural Disaster
  8. Neglect
  9. Escalated Caller
  10. One Breath Policy
  11. A-HA
  12. Financial Abuse
  13. Engagement
  14. Inappropriate Call
  15. Emergency Situation Job Aid
  16. Optum Reportable Incident Form
  17. Terminate the Call
  18. Evoking
  19. Make a PLAN
  20. Q-Question
  21. Corporate Security
  22. Picketing or demonstrations
  23. Sexual Abuse
  24. Emotional or Psychological Abuse
  25. Scripting for Inappropriate Callers
  26. Suicidal Situation
  27. Buddy System
  28. HR Direct
  29. Appologize