ClarifyingQuestionsPicketing ordemonstrationsOARSNaturalDisasterBuddySystemFinancialAbuseQ-QuestionEngagementMake aPLANOptumReportableIncidentFormTerminatethe CallOneBreathPolicyA-HAEmotional orPsychologicalAbuseInappropriateCallMotivationalInterviewingServiceRecoveryNeglectEvokingSexualAbuseCuesandCluesCorporateSecurityEscalatedCallerBOATHRDirectEmergencySituationJob AidSuicidalSituationAppologizeScripting forInappropriateCallersClarifyingQuestionsPicketing ordemonstrationsOARSNaturalDisasterBuddySystemFinancialAbuseQ-QuestionEngagementMake aPLANOptumReportableIncidentFormTerminatethe CallOneBreathPolicyA-HAEmotional orPsychologicalAbuseInappropriateCallMotivationalInterviewingServiceRecoveryNeglectEvokingSexualAbuseCuesandCluesCorporateSecurityEscalatedCallerBOATHRDirectEmergencySituationJob AidSuicidalSituationAppologizeScripting forInappropriateCallers

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