as of Sep 23, 2026
Call desk, Back office

Aiden Thall

Back office. Back-office operations leaders: claims, servicing, shared services, document and payment operations, capacity planning. memoryBlue calling for Intradiem; the desk is owned by Nathan Belfield on the Intradiem side.

The list and the cards

How to run a call from this desk

You are “Aiden with Intradiem” on every dial, the way you always are. When a card says a note is in the inbox, it is Nate Belfield’s note and you are calling behind it.
  • Open with the four beats, then stop.Their name and a real pause. Who you are. The reason for the call, which is the dated fact on the card. Then the 30-second contract with them in control.
  • Never open with an availability question.No "did I catch you at a bad time", "is now a good time", "do you have a minute". It hands them the exit before the reason lands.
  • If they engage, give the one idea away in full.Twenty to thirty seconds on the idea the card carries, then the check question on the card. Never the idea straight into the meeting ask.
  • The ask names what they get.Fifteen minutes and what they walk away with, in their terms. On a yes, lock the slot on the call with two options. Never "I'll send some times."
  • A no is a no, once.Take it the first time. No second pitch, and none of "fair enough", "I'll be quick", "sorry to bother you", "I'll leave you be".
  • Every unanswered dial leaves the voicemail on the card.Under 25 seconds. When the card says a note is in their inbox, point at it.
  • Say only what the card says about Intradiem.Customer names and figures on a card are cleared for that card. Nothing else is. Intradiem runs across contact centers and back offices; it is never "a call center tool".
  • Log the dial where the desk says.Every contact on this desk carries a list id. It goes on the record in your Salesforce so a booked meeting traces back here.
  • Open the LinkedIn link before the dial.The opener is built on the seat the person held when the list was researched. If the title has moved, the opener moves with it: say the new seat, keep the fact.
  • A main line is the assistant route.Cards marked main line have no direct number. Ask for the person's office and leave the one line on the card with the assistant, by name.
  • Stars cards stop at the CMS October release.Every Stars card carries a rating read from the CMS file re-issued in July. The day CMS publishes the 2027 ratings, expected the first week of October, stop dialing Stars cards until the desk is re-cut.

The list

Locked. Enter the passphrase above.

What every card looks like

[First Last][Title]BO-W1-001note in inbox since [date]came from [former customer]
Direct [number]Mobile [number][email]LinkedIn
Open, then stop talking

“[First name]. … Aiden with Intradiem. [The reason: one dated fact about their seat]. Can I take 30 seconds, and you tell me if it's not for you?”

If they engage: the one idea, then the check question

“[Twenty to thirty seconds on the one idea that is theirs, not the account's]. [The check question that hands them the floor]”

What we do, one line

“[The one concrete sentence for this seat]”

Proof, cleared for this card

“[One customer result from the Value Repository, quoted as a result, never a forecast]”

The ask

“Fifteen minutes and [what they walk away with]. [Two slots]?”

If they say: “[the pushback]”

“[the handle, three sentences, calm]” · at least four of these per card

No answer: voicemail, under 25 seconds

“[name, who, the one fact, the number, points at the note in the inbox when there is one]”

The fact behind the opener, its source and an as-of date, re-checked the morning of the dial.

Log a meeting

  • Your folder: “Intradiem, Back office (GTM Engineering)”confirm
    One folder or list in memoryBlue's Salesforce per desk, named as shown. Every contact from this desk goes in it and nowhere else.
  • When a meeting books. When a meeting books: the person's name, the account and the list id from their card, to Nate the same day. Nate carries it to pipeline council.
  • When the desk is wrong. Left the company, wrong number, wrong title: send the name and what you found to Nate. The desk is corrected at the source, never on your side.
  • Before the first dial. Folder names and the meeting hand-off are Nate's to confirm with Kevin before the first dial.

Built Sep 23, 2026 by GTM Engineering. Questions and corrections go to Nathan Belfield.