FAQ
Every Question We Get, Answered Straight
Twenty-seven real questions from healthcare and NEMT operators, answered the way we'd answer on a call — including the ones where the honest answer is "it depends, and here's on what."
FAQ · Services
Services
We run healthcare back offices end to end: 24/7 call answering, NEMT dispatch, medical billing, credentialing, insurance verification, prior authorization, and virtual assistant support. Clients hand over a single task or the whole operational layer — our flagship client outsources everything. The full list, with plain-language scope for each, is on the services page.
Everything between the ride request and the paid claim: rider, driver, and facility calls answered in your name, 24/7 trip assignment inside your software, broker portal management, driver coordination, billing, and credentialing renewals. See the NEMT back office overview or the dispatch service page for full scope.
Yes. Beyond NEMT, our medical billing team supports clinics and practices: claim submission, denial management, payment posting, and AR follow-up inside your existing billing system. If you also coordinate patient transportation, one team can handle both sides. Details on the medical billing and healthcare pages.
Yes. While healthcare is our specialty, the same 24/7 coverage discipline works for transportation, limo, rental, and other service businesses that cannot afford missed calls. Agents answer in your company's name, book jobs in your system, and escalate by your rules. See the general call center service.
Patient-facing phone coverage, appointment scheduling, reminder and follow-up calls, insurance eligibility verification, prior authorization, medical billing, and credentialing maintenance. Every process runs inside your systems under HIPAA rules with a signed BAA. Start with the healthcare call center page and add processes as you need them.
A virtual assistant is one person; when they're sick or quit, the work stops. A seat with us comes with a trained primary agent, a trained backup, a supervisor, and QA review — with 24/7 shift coverage if you need it. Compare honestly on the virtual assistant service page.
FAQ · Pricing
Pricing
Dispatch and call coverage starts from $10/hr per dedicated agent; the exact rate depends on hours, volume, and complexity. Full 24/7 coverage costs less per hour than partial shifts because scheduling is more efficient. The pricing page publishes the whole model, and your free audit includes an exact written quote.
No setup fees, and no long-term lock-in. Engagements run month-to-month after a scoped first week on real work. Your quoted rate includes training, supervision, QA, and backup coverage — no platform fees or surcharges. We keep clients by performing; our flagship client has stayed 2+ years.
Typically 35–70% per role compared with the fully-loaded cost of in-house hiring — wages plus payroll taxes, benefits, PTO, training, and turnover (SS Support Network operations data). The bigger gap is coverage: one 24/7 seat replaces three to four rotating shifts. Run your own assumptions in the savings calculator.
Because an honest number depends on your claim volume, payer mix, and how much cleanup your accounts need. Publishing a one-size rate would be fiction. Instead, we review your actual numbers free and send a written quote within 1 business day — no call required.
Yes, for structural reasons rather than gimmicks. Full 24/7 coverage schedules more efficiently than partial shifts, and larger teams share supervision and training overhead, which lowers the blended hourly rate. Your written quote shows the math for your exact configuration — nothing is hidden in tiers.
FAQ · Getting Started
Getting Started
Most engagements go live within 5–10 business days: discovery and system access first, then account-specific training, then a scoped first week on real work. Larger multi-role handovers can take a little longer to train properly. The steps are the same whether you start with one seat or ten.
Three phases. First, discovery: we audit your workflows, software, broker requirements, and volumes. Second, training: agents learn your systems and procedures and must pass proficiency checks. Third, the scoped first week: our team works real volume alongside your existing setup so you can judge quality before expanding.
Yes — that's the recommended path. Most clients start with one seat or one role for a scoped first week, judge the quality on real work, then expand. Month-to-month terms mean you can scale up, down, or out at any point afterward without penalties.
Dedicated. Your agents work your account, learn your drivers, brokers, and procedures, and answer in your company's name. Each seat includes a trained backup who covers absences without a cold start. We don't run shared pools where whoever happens to be free picks up your line.
Then we help you leave cleanly. Your data already lives in your own software, so there's no migration hostage situation — we revoke access, hand over documentation, and support the transition through your 30-day notice period. No penalties, no early termination fees, no hard feelings.
FAQ · Compliance & HIPAA
Compliance & HIPAA
Yes. Every agent completes HIPAA training before touching any client work, with refreshers as rules and client requirements change. Training covers PHI handling, minimum-necessary access, disclosure rules, and incident reporting — and it applies to every role, dispatchers and VAs included. See our HIPAA compliance page.
Yes, with every client, before any access to protected health information begins — it's a standard part of onboarding, not something you have to request. If your legal counsel requires custom BAA terms, we'll work from your document. The BAA covers permitted uses, safeguards, breach notification, and data return.
Mostly by architecture: our agents work inside your systems, so PHI stays under your access controls and audit logs instead of being copied into ours. Beyond that, access is role-limited to what each agent's job requires, and every agent signs confidentiality agreements and completes HIPAA training first.
SS Support Network LLC is a US-registered business process outsourcing company headquartered in Vancouver, Washington, with a 24/7 global delivery team. Founded in 2020, with NEMT dispatch roots. US entity, US contracts, US accountability — and a delivery team spanning time zones to keep round-the-clock coverage affordable.
Very little of it is ever in our hands — the work happens in your software, so your records stay yours by default. Anything we do hold, such as process documentation or reports, is returned during the transition period and then securely deleted in line with HIPAA retention and destruction requirements.
FAQ · NEMT-Specific
NEMT-Specific
Our deepest experience is with Modivcare, MTM, and Access2Care, plus the state Medicaid programs our NEMT clients bill. Day to day that means portal management, timely trip acceptance, documentation brokers actually check, and clean communication that builds trust — the thing that quietly grows your assigned trip volume.
Whatever you already run. Dispatchers commonly work in RouteGenie, TripMaster, and similar NEMT platforms, and we train on proprietary or less common systems during onboarding. You never switch software for us — working inside your existing platform is the point, so you keep full visibility of every trip.
With staffed 24/7 coverage and boring discipline: realistic trip assignment, driver acknowledgment on every trip, confirmation calls, and proactive reassignment the moment a delay appears. Late pickups usually happen when nobody is watching the board overnight — so someone always is. See the dispatch service page.
Yes. Common configurations include after-hours and weekend dispatch only, dispatch-only for fleets that bill in-house, and billing-only for fleets with solid dispatch but slow collections. Start with the piece that hurts most; you can add or remove roles month-to-month as your operation changes.
Yes — several long-term clients started with us as small startups. For new operators we help with broker enrollment and credentialing and set up workable dispatch and billing processes from day one, so your capital goes to vehicles and drivers. Our guide to starting a NEMT business is a good first read.
Yes — seats adjust month-to-month: up for busy season or a new broker contract, down when it's quiet. Our flagship client grew from one state to a multi-state operation with the same outsourced back office scaling alongside them. The case study shows how that worked in practice.
RouteGenie, TripMaster, Modivcare, MTM, and Access2Care are trademarks of their respective owners. SS Support Network is an independent company — not affiliated with, endorsed by, or reselling any software vendor or broker.
Didn't find your question? Call +1 (657) 777-0006 or WhatsApp us — answered 24/7 — or see why operators choose us and how pricing works.
Free operations audit
The fastest answer: show us your operation
Most of these questions get exact answers once we see your setup. Tell us how your operation runs today and you'll get a written plan — scope, seats, hours, and exact rates — within 1 business day.
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