Arrow Know-How
What must you do after every UJet call — even if it’s just a voicemail or a disconnected line?
What is “Log the call in Arrow using the correct Call Type”?
What’s the hard stop for scheduling appointments?
What is “One week from Friday”?
“Is this free?” What should you say?
What is “Yes! It’s covered by your insurance. We’ll confirm everything before your visit.”
Where should you ask general process questions?
What is #member-ops?
What is the primary responsibility of an MX Agent at Belle?
What is “To answer and make calls, schedule members, and document everything accurately in Arrow and CareLink”?
You’re scheduling two members from the same household. What do you do in their profiles?
What is “Link the calls and leave a call note in both profiles”?
There’s no availability but the member wants service. What do you do?
What is “Use the 'Interested' tag and let them know we’ll follow up”?
“I’m confused about this whole thing.” Best response?
What is “Totally understandable — I’ll walk you through it step by step.”
Something isn’t working right in CareLink. Where do you report it?
What is #portal-issues or #portal-critical-issues?
You’re unsure about how to handle a member’s objection. What should you do?
What is “Use the script as your guide and ask for help in #member-ops or from your trainer”?
You updated a phone number and added a PHI contact. What else should you always double-check in Arrow?
What is “The member’s address and insurance info”?
You scheduled an appointment, but you didn’t document it properly in Arrow or tag it in CareLink. What’s the risk?
What is “The appointment may be missed or misrouted, and other teams won’t have the context they need”?
A caregiver is calling to schedule for a member. What’s your first step?
What is “Confirm they’re a PHI contact and if not, ask for someone who is or speak to the member directly”?
You want to give a BT a shoutout. Where do you go?
What is #ring-the-belles?
You finished scheduling a member. What’s one final step to ensure the process is complete?
What is “Double-check the tag in CareLink and document clearly in Arrow”?
You speak with someone about a member but they’re not a PHI contact. What should you do?
What is “Do not discuss medical info — ask to speak with the member or confirm PHI contact first”?
A BT has a 12:00 appointment booked 45 minutes after their previous one. What went wrong?
What is “Appointment wasn’t optimized — should’ve used the Optimization Tool or reviewed their schedule”?
A member is hesitant and says, “I’d rather go to my regular doctor.” What’s a supportive response?
What is “You can still see your doctor! Belle is just an added service covered by your insurance.”
You’re stuck on a learning module or have a question about a quiz. Where should you go?
What is #mops-footprint?
What should you do if a member says their address is wrong in our system?
What is “Update the address in Arrow and document the correction in the call note”?
You completed a call, but forgot to log it. Later, you realize the member was booked. What now?
What is “Go back, log the call with the correct type, note what happened, and let MOM know — late is better than missing”?
You try to cancel and reschedule, but the new time won’t save in CareLink. What do you do?
What is “Take a screenshot and post in #portal-issues or #portal-critical-issues with PHI information covered up”?
A member is getting frustrated and talking over you. What should you do?
What is “Pause, let them speak, then say calmly: ‘I hear your concern. Let’s work through this together.’”
What’s the difference between #portal-issues and #portal-critical-issues?
What is “#portal-issues is for routine bugs; #portal-critical-issues is for urgent bugs affecting member care or schedules”?
What does it mean to represent Belle with excellence on every call?
What is “Using kind, professional language, showing empathy, and making sure every call is complete, compliant, and accurate”?