Assistant Director of Inside Sales and Servic at EPIC Health System LLC – Southfield, Michigan

Assistant Director of Inside Sales & Service

Location: Southfield, MI (Onsite Only – Headquarters)
Employment Type: Full-Time, Exempt
Business Lines Supported: Epic Health, Exodus, Unity, United Integrated Network, Kindred (DPC), and Non-Healthcare Divisions

Position Overview

Epic Health and its affiliated companies are launching a centralized Business Process Outsourcing (BPO) division to support rapid growth across healthcare and non-healthcare verticals. The Assistant Director of Inside Sales & Service will serve as the senior operational leader responsible for building, launching, and managing this multi-line BPO, overseeing all inside sales, lead generation, and patient/customer service functions.

This role is fully onsite at our Southfield, MI headquarters and will build the unified operating engine that powers the entire Epic ecosystem.

Key Responsibilities

BPO Leadership & Launch

• Lead the full launch, implementation, and scale-up of Epic’s new BPO center.
• Build the operational architecture, workflow design, staffing structure, and governance for all sales & service units.
• Develop multi-line call routing, queue structures, scripts, QA/QC processes, and onboarding frameworks.
• Oversee integration of CRM systems, telephony platforms, ticketing systems, dashboards, and QA tools.

Inside Sales Management

• Direct all inbound and outbound sales operations across Epic Health, Unity, UCM, Exodus, Kindred, and non-healthcare divisions.
• Develop inside sales playbooks, talk tracks, daily/weekly cadences, and conversion models.
• Lead and manage Team Leads, SDRs, Inside Sales Agents, Lead Gen Agents, and Account Executives.

Service Line Oversight

• Oversee all patient-facing and client-facing customer service teams.
• Implement and maintain SLAs, satisfaction benchmarks, and escalation workflows.
• Ensure consistent, high-quality customer and patient experiences across all channels.

Strategy, Performance & Reporting

• Establish, track, and enforce KPIs and KRIs across sales and service functions.
• Build performance dashboards and reporting for executive leadership.
• Identify new revenue opportunities, efficiency gains, and operational improvements.

Leadership, Coaching & Culture

• Recruit, build, and mentor a high-performing sales and service organization.
• Implement coaching programs, QA audits, certification pathways, and training initiatives.
• Partner with Training & Quality to drive employee development and performance excellence.

Cross-Functional Collaboration

• Collaborate with leadership across Epic Health, Unity, Exodus, Kindred, and additional affiliated brands.
• Align BPO operations with marketing, operations, acquisitions, and enterprise strategy.

Qualifications

• Bachelor’s degree required; Master’s degree preferred.
• 5–10+ years of BPO leadership experience, preferably in a multi-line contact center environment.
• Healthcare call center or healthcare sales experience strongly preferred.
• Strong CRM systems experience (GoHighLevel, Salesforce, HubSpot, etc.).
• Proven leadership, coaching, analytical, and operational management skills.

Key Performance Indicators (KPIs)

• Sales conversions across all supported business lines.
• Speed-to-lead and lead response times.
• Patient/customer experience metrics (CSAT, NPS, SLA adherence).
• QA/QC scores and compliance metrics.
• Productivity and efficiency metrics across teams.
• Revenue growth and cost-per-acquisition improvements.
• Successful launch, stabilization, and scaling of the BPO division.

Why This Role Matters

The Assistant Director of Inside Sales & Service will build and lead the core operational engine that supports clinical and non-clinical businesses across the Epic ecosystem—including specialty care, direct primary care (Kindred), concierge services (Exodus), and additional commercial ventures. This leader ensures scalable growth, exceptional service delivery, and measurable performance across every customer interaction.