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UCLA Health · 6 hours ago

Associate Director of Sales Operations

Los Angeles, CA

Full-time

Onsite

Lead/Staff, Director/Executive

$128K/yr - $298K/yr

8+ years exp

UCLA Health is seeking an Associate Director of Sales Operations to lead strategic direction for Medicare Advantage Sales Operations. This role involves overseeing sales call center operations, ensuring CMS compliance, and managing broker support services and technology enablement.

Hospital & Health Care

Responsibilities

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

Qualification

Medicare Advantage knowledgeSalesforce proficiencyCall center managementCMS compliance expertiseHealthcare administration experienceOperational management skillsPlanningRegulatory compliance knowledgePerformance coachingAudit readinessHealthLife insurance licenseCommunication skillsTeam leadershipOrganizational skills

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)

Company

UCLA Health

Glassdoor3.9

For more than half a century, UCLA Health has provided the best in healthcare and the latest in medical technology to the people of Los Angeles and throughout the world.

Founded in 1955

Los Angeles, CA, US

10001+ employees