Leadership

Led From the Dispatch Board, Not the Boardroom

SS Support Network is run by operators. Every function — dispatch, billing, compliance, quality, training, and client success — has a dedicated lead who works the live operation daily, not a title on an org chart.

Operator-led since 2020 Leads work live operations daily One supervisor per client account

A note on names and photos

You won't find a wall of headshots here, and that's deliberate. Plenty of outsourcing websites publish stock photos with invented names and impressive-sounding credentials. We'd rather show you nothing than show you something fake — the same policy that keeps invented review scores and fabricated testimonials off the rest of this site. What we will show you is how the company is actually organized, who is accountable for what, and the work itself. When you engage us, you'll know your account leads by name from the first onboarding call.

How we lead

Our leadership philosophy came out of NEMT dispatch, where problems surface at 3 a.m. and can't wait for a Monday meeting. So the people who run our functions stay connected to daily operations: they monitor live queues, review call recordings and claim batches, and talk directly with client owners. Escalations reach a decision-maker in minutes because the decision-maker is already on the floor. It's harder to run a company this way. It's also the only way we've found to keep quality honest at 24/7 scale.

The functions

Who is accountable for what

Six leadership functions cover every client engagement. Small accounts may share leads; large accounts get dedicated ones. The accountability is the same either way.

Dispatch Operations

Owns 24/7 shift scheduling, trip assignment discipline, and on-time performance across every fleet engagement. Watches the live board, catches delays before they become late pickups, and makes sure overnight coverage is genuinely staffed.

Revenue Cycle

Runs the billing lifecycle from clean claim submission through denial management and collections — across Medicaid, Medicare, and broker channels. Reviews claim batches and denial patterns weekly so problems get fixed at the source.

Compliance & Credentialing

Directs HIPAA training, credentialing workflows, and renewal calendars for every operating state. Tracks expirations proactively — a lapsed credential is the most preventable way to lose a broker contract, so nothing rides on memory.

Quality Assurance

Audits daily work product: call recordings, dispatch logs, data entry, and claim accuracy. Errors trigger same-day correction and, where a pattern shows up, a process or training fix — not a note in a monthly report.

Training

Builds account-specific programs for every new engagement: your software, your procedures, your escalation rules, plus HIPAA fundamentals. No agent handles live work before passing proficiency checks on your actual setup.

Client Success

Every client gets one account manager from onboarding onward — the person who runs your reporting, hears your complaints first, and owns fixing them. No ticket queues, no being handed between departments.

The principles behind the structure

Three rules shape how these leads make decisions. Transparency: clients see real metrics — answered calls, on-time rates, claim status — not curated summaries, and this website follows the same rule. Accountability: every function has one named owner internally; when something slips, there's no vendor-style finger-pointing because the same team handles the call, the trip, and the claim. Coverage discipline: leadership schedules itself across shifts too, so overnight teams are supervised by someone awake, not a phone tree.

SS Support Network LLC is a US-registered business process outsourcing company headquartered in Vancouver, Washington, with a 24/7 global delivery team. The structure above is how that team stays coordinated across time zones — and it's the structure we'd walk you through, with names attached, on your first onboarding call. Curious how it started? Read our story. Want to be part of it? We're hiring.

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