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Description

Lead strategic direction for Medicare Advantage Sales Operations with leadership and oversight responsibility for sales call center, broker support services, training and development, and technology enablement. Own organizational accountability for CMS compliance, audit readiness, and regulatory monitoring across all operations.

You will:

* Develop and maintain comprehensive CMS compliance frameworks, policies, and procedures aligned with regulatory requirements

* Direct oversight and management of sales call center operations to achieve service level targets (80% answered in 20 seconds)

* Develop annual call center staffing strategy to support sales forecast, including capabilities, training, CMS test calls, and compliance oversight

* Coordinate annual CMS audits, delegated entity oversight reviews, and compliance monitoring across distribution channels

* Oversee broker support team resources and commission accuracy with timely payments meeting CMS compliance standards

* Own Salesforce platform and all related sales tools including broker portal, marketing tools, and lead distribution

* Manage annual broker certification programs and online compliance-focused training modules

Salary Range: $128,500-$298,100/annually

Schedule: The standard schedule is Monday - Friday, 8:00am - 5:00pm, including occasional weekend and holiday may be required. The Annual Enrollment Period (AEP) runs from October 1 to December 7, and the peak season extends from October 1 to March 31, during which varied scheduling may apply. Qualifications

We are seeking a strategic individual with:

Required:

+ Bachelor's degree and/or equivalent experience/training

+ 8 or more years of progressively responsible operations, call center management, and healthcare administration experience in leadership roles

+ Applies advanced knowledge of Medicare Advantage and MAPD regulatory frameworks

+ Utilizes strong operational management skills to improve workflow efficiency and service levels

+ Experience managing call center operations and CMS test call requirements

+ Proficient in Salesforce and CRM-enabled workflow optimization

+ Expert-level knowledge of operations, call center management, and sales operations

+ Deep knowledge and understanding of Medicare Advantage, CMS compliance requirements, regulatory oversight, and audit processes

+ Excellent written and verbal communication skills; strong planning, organizational, and conceptual skills

+ Demonstrated experience overseeing delegated entity compliance and CMS monitoring

+ Ability to lead teams through performance coaching, development planning, and accountability structures

+ Knowledgable of regulatory compliance to ensure audit readiness and documentation accuracy

Preferred:

+ Call center or customer service leadership experience

+ Healthcare or insurance industry experience with CMS audit experience

+ Health and life insurance license (must obtain within 60 days of hire)

UCLA Health welcomes all individuals, without regard to race, sex, sexual orientation, gender identity, religion, national origin or disabilities, and we proudly look to each person’s unique achievements and experiences to further set us apart.