Assistant Director of Inside Sales and Services at Epic Health System Llc

Assistant Director of Inside Sales & ServiceLocation: Southfield MI (Onsite Only Headquarters)Employment Type: Full-Time ExemptBusiness Lines Supported: EPIC Health Exodus Unity United Integrated Network Kindred (DPC) and Non-Healthcare DivisionsPosition OverviewEPIC 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 AssistantDirector 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 ResponsibilitiesBPO Leadership & LaunchLead the full launch implementation and scale-up of EPICs 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 ManagementDirect 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 OversightOversee 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 & ReportingEstablish 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 & CultureRecruit 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 CollaborationCollaborate with leadership across EPIC Health Unity Exodus Kindred and additional affiliated brands.Align BPO operations with marketing operations acquisitions and enterprise strategy.QualificationsBachelors degree required; Masters degree preferred.510 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 MattersThe Assistant Director of Inside Sales & Service will build and lead the core operational engine that supports clinical and non-clinical businesses across the EPIC ecosystemincluding 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.Required Experience:Director Key Skills Crisis Management,Marketing,Public Relations,Fundraising,Media Relations,Constant Contact,Strategic Planning,Social Media Management,Team Management,Public Speaking,Wordpress,Writing Skills Experience: years Vacancy: 1