Make a difference in people’s lives every day. When you join UCLA Health, you’ll be working at an institution that provides leading-edge care to the people of L.A. and throughout the world. We provide our team members with the environment and support to do amazing work, because each and every one of them plays a vital role in our commitment to care.
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
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)
EMPLOYMENT SCAM ALERT:
UCLA Health Recruitment is currently being targeted by scam artists through external job board sites. Review some tips in order to avoid becoming targeted. El reclutamiento de salud de UCLA actualmente está siendo atacado por estafadores a través de sitios de juntas de trabajo externos. Revisar algunos consejos para evitar ser apuntado.
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VINCENT, Sr. CLS Specialist, Toxicology
MONICA
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SOZIT
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