Patient & Customer Calls
Technical Support Desk for Healthcare & NEMT Software Users
Locked-out drivers, patients stuck on portal logins, staff fighting a scheduling app. Those tickets eat your day one interruption at a time. Our tier-1 desk answers them 24/7, resolves the routine, and escalates the rest with documentation your vendor can actually use.
Tier-1, In Your Name
A driver locked out of the app at 6am doesn't need your operations manager; they need a password reset from someone who answers. An outsourced technical support desk provides that tier-1 layer 24/7, in your own name: password resets, account lockouts, portal help and driver app issues for the people using your dispatch platforms, rider portals and scheduling tools. Clinics, home care agencies and NEMT companies are the usual clients, since their drivers, patients and office staff are the ones who get stuck. Agents are HIPAA-trained and work under a signed Business Associate Agreement, resolving routine tickets themselves and escalating deeper problems to your IT team or software vendor as complete, documented tickets. It's technical help only, never medical advice. Your operations manager gets interrupted less, and users get unstuck fast instead of sitting parked.
The work itself
What does your tier-1 technical support include?
- Password resets & account lockouts: resolved in one contact, documented every time
- Driver app support: login failures, GPS issues, trip-list problems, phone swaps
- Patient & rider portal help: walkthroughs for booking, forms, and account setup
- Software navigation help: "where do I click?" answered patiently, at any hour
- App installs & updates: new devices set up right the first time
- Known-issue fixes: a living playbook built from your actual ticket history
- Ticket triage & escalation: real problems reach your IT or vendor with full context
- Follow-through: open tickets chased to closure, users kept in the loop
Who we support
Who does the support desk help?
Drivers & field staff
The 5 a.m. app lockout used to be your dispatcher's problem. Now it's a two-minute call to a desk that knows your driver app, your routes, and your rules, and your dispatcher never hears about it.
Patients & riders
Portal logins, booking screens, and form uploads defeat plenty of patients, especially older ones. A patient who gets walked through it stays your patient. Strictly technical help, never clinical.
Office & care staff
Your schedulers and coordinators lose hours to routine software friction. A desk that answers immediately keeps your team working in the software instead of fighting it.
The first weeks
How fast can you set up a support desk?
- 1
Free operations audit
We review your software stack, common ticket types, and current support load, with a written desk plan and pricing in 1 business day.
- 2
Playbook from your tickets
Agents train on your platforms and build resolution guides from your real issue history. You approve the escalation chain to IT and vendors.
- 3
Live, measured, tuned
The desk opens on a scoped user group first. You watch resolution notes and escalation quality, then roll it out to everyone.
Shown, not told
Driver support at scale, proven over 2+ years
Every driver call for a growing East Coast NEMT provider comes to our team, including the app lockouts, navigation problems, and device headaches that used to interrupt dispatch. Drivers get unstuck fast, dispatchers stay focused on trips, and the arrangement has held through 2+ years of multi-state growth.
- Driver lines answered 24/7, technical issues included
- Routine problems resolved without touching dispatch
- Escalations documented and delivered with context
- 2+ years retained, still supporting today
We learn your stack, and these are common ones
Independent service provider, not affiliated with or endorsed by the platforms named above.
Rates
What does a technical support desk cost?
The desk is billed hourly per agent with no per-ticket fees, and most clients run it inside their existing 24/7 call coverage. Compared to hiring in-house support for the same hours, savings typically land between 35-70%, per SS Support Network operations data. Your audit shows the exact figure.
Count who actually answers your users' tech questions today. If the answer is "whoever they can reach," you're already paying for a help desk, in your managers' time.
From the SS Support Network support desk playbook
What owners ask
Outsourced technical support, answered straight
The front line: password resets, account lockouts, login and access help, app installs and updates, step-by-step navigation, and fixes for the known issues that generate most of your tickets. Anything deeper gets triaged and escalated to your IT team or software vendor as a clean, complete ticket, not "it doesn't work."
Yes, and the desk runs 24/7/365, which is exactly when driver app problems happen: early route loads, weekend phone swaps, a GPS that quits mid-shift. A driver who can't log in calls one number, reaches a human, and gets moving, instead of texting your operations manager at dawn.
No, we're the layer in front of them. Your vendor knows the product and your IT team owns your setup; we absorb the repetitive tier-1 volume so they only see genuine issues. Escalations arrive with steps already tried and documented, which shortens every resolution that follows.
Whatever your users actually run. We train on your specific stack (dispatch platforms like RouteGenie or TripMaster, driver apps, patient and rider portals, scheduling tools) and build the playbook from your real ticket history. What we can't resolve escalates by your rules, fully documented.
Yes. Support conversations touch accounts tied to patient and rider data, so agents complete HIPAA training before going live, work under role-based access, and operate under a signed Business Associate Agreement. The same non-clinical boundary applies as everywhere else we work: technical help only, never medical advice.
Every escalation leaves us as a complete ticket: user, device, exact error message, steps already tried, and urgency level. We hand it to your IT contact or vendor queue, keep the user informed, and chase the ticket until it closes, so nothing dies in an inbox while a driver sits parked.
Hourly per agent seat, with no per-ticket fees. Most clients fold the support desk into their 24/7 call coverage, adding value to a seat they already pay for. Against staffing an in-house help desk for the same hours, savings typically run 35-70%, per SS Support Network operations data.
Often paired with equipment service dispatch.
Want to talk through your stack? Call +1 (657) 777-0006, 24/7.
Nearby services
One team behind every line
The Complete NEMT Back Office
Dispatch, driver support, billing, and rider calls: everything a growing fleet hands off.
NEMT overview
24/7 Call Center Services
The same desk can answer everything else too: after-hours, overflow, and holidays.
Learn more
Healthcare Live Chat
Give portal-stuck patients a chat window with a human on the other end.
Learn moreFree operations audit
Add up the hours your team spends on tier-1 tickets
Tell us your software stack and who handles user problems today. Within 1 business day you'll get a written desk plan: coverage hours, playbook approach, escalation design, and real pricing. No sales pressure.
Prefer to talk now? Call +1 (657) 777-0006 or WhatsApp us, 24/7.
