Customer Service Team Lead

Customer Service Team Lead EPIC BPO

Location: Southfield MI (Onsite)
Company: Epic Health Kindred DPC Nuwell Management Group
Employment Type: Full-Time

Position Overview

Epic Health is expanding its Business Process Outsourcing (BPO) division and seeking a dedicated Customer Service Team Lead to help build a scalable patient-centric service center supporting Epic Health Kindred Direct Primary Care and other affiliated entities.

This role begins in a full production capacity managing inbound customer and patient service calls resolving inquiries troubleshooting issues and supporting service workflows across multiple business lines.

As the BPO scales the Team Lead will transition into a hybrid role (50% production / 50% leadership) assisting with training quality oversight workflow optimization and team development. This is an excellent career opportunity for a service professional who wants to grow into leadership within a fast-growing health and technology organization.

Key Responsibilities

Service & Production (Initial Focus & Ongoing Contribution)

• Handle inbound patient and customer service calls with empathy accuracy and efficiency.
• Assist with scheduling appointment verification program enrollment and multi-line service inquiries.
• Troubleshoot issues escalate complex cases and ensure full resolution and follow-up.
• Document all interactions accurately in the CRM ensuring proper tagging and workflow compliance.
• Achieve and exceed KPIs including:
  • Call handling time
  • Customer satisfaction
  • First-call resolution
  • Response time
• Support outbound service campaigns when needed (follow-up calls reminders patient support outreach).

Supervisory & Team Leadership (As the Team Grows)

• Assist with recruiting onboarding and training new service representatives.
• Provide daily coaching floor support and real-time problem-solving for agents.
• Monitor and score calls for tone quality compliance and professionalism.
• Help develop and refine scripts service standards and workflows across business lines.
• Collaborate with BPO leadership to enhance patient experience and optimize operations.
• Serve as an escalation point for difficult or complex customer interactions.
• Assist with scheduling productivity oversight and workload distribution.
• Ensure team-level KPIs and quality standards are consistently met.

Qualifications

• 24 years of customer service experience (call center BPO or healthcare preferred).
• Strong communication skills with a patient-centered professional demeanor.
• Proven success achieving service metrics and delivering high-quality customer experiences.
• Demonstrated leadership potential or prior experience mentoring/supporting team members.
• Strong problem-solving skills and comfort with handling complex customer situations.
• Highly organized reliable and able to multitask effectively.
• Experience using CRM systems or healthcare scheduling technology (preferred but trainable).
• Passion for helping patients improving processes and contributing to a growing organization.
• Ability to pass the background check

What We Offer

• A structured career path into team leadership as the BPO expands.
• Opportunity to shape a new service organization within a fast-growing healthcare & technology ecosystem.
• Hands-on development and coaching from senior leadership.
• Competitive compensation and future leadership bonus opportunities.
• Collaborative onsite environment at our Southfield MI headquarters.

Ideal Candidate

You are patient-focused service-driven and naturally supportive. You take pride in resolving customer issues and guiding others toward success. You are motivated by growth excited to help build a new BPO operation and committed to delivering exceptional service that reflects the mission of Epic Health and our expanding family of companies.