Director, Inside Sales and Broker Services

Job Summary

The Director of Inside Sales and Broker Services provides strategic and operational leadership for the organization’s internal sales operations and broker telephonic support and services functions. This role oversees the inside sales team responsible for Medicare Advantage and Covered CA (On-exchange) enrollment support, as well as the broker services team assisting contracted agents selling both on-exchange and Medicare products.

In this leadership role, the Director will collaborate and contribute to organizational initiatives that support our product lines: PASC SEIU, Medi-Cal,  Medicare and Covered California Marketplace.  As a recognized subject matter expert, the Director provides leadership to educate, develop, motivate and empower the sales team to achieve objectives with a focus on building effective business relationships within our markets.

The Director ensures the delivery of a high-performing, compliant, and mission-driven sales experience that aligns with the organization’s commitment to expanding access to affordable, quality health care for diverse and underserved communities.

This position is responsible for directing all aspects of running an efficient team, including hiring, supervising, coaching, training, disciplining, and motivating direct reports.

Duties

Develop and execute the inside sales and broker support strategy to meet enrollment goals for all lines of business, including Medi-Cal, Medicare Advantage, and Covered California IFP plans.

Partner with Marketing, Compliance, and Operations to ensure all sales and broker activities reflect organizational values, community focus, and regulatory compliance.

Establish key performance indicators (KPIs) for sales conversion, broker satisfaction, service levels, and compliance adherence.

Foster a culture of member-centric and broker-partner service excellence.  Champion diversity, equity, and inclusion in all sales and broker engagement practices.

Direct and coach the Inside Sales team responsible for telephonic, retention, and outreach efforts.

Implement CRM systems, call center tools, and digital lead management workflows to support efficient and compliant sales operations.

Develop training programs to ensure all staff maintain proficiency in plan benefits, eligibility, cultural competency, and CMS/Covered California requirements.

Monitor sales performance metrics and implement continuous improvement strategies.

Oversee the Broker Support team providing phone, email, and portal-based assistance to contracted agents and agencies.

Ensure timely resolution of broker inquiries related to commissions, application status, eligibility, and enrollment processes.

Lead the development of broker communication protocols, training sessions, and onboarding programs.

Collaborate with internal and external partners (e.g., Sales Operations, Broker Channel Managers, Covered California, General Agencies, etc.) to streamline broker engagement and operational efficiency.

Duties Continued

Maintain compliance with CMS, DHCS, and Covered California sales and marketing regulations.

Partner with Compliance and Legal to monitor evolving regulatory requirements and update procedures accordingly.

Support audit readiness, documentation accuracy, and data integrity for all sales and broker activities.

Work closely with Enrollment Operations, Provider Relations, and Customer Experience to ensure a seamless member acquisition and onboarding process.

Collaborate with Community Outreach teams to align inside sales and broker initiatives with community health education and equity goals.

Proactively initiate, build and maintain effective relationships and communication with both internal and external key stakeholders.  Communicate with senior leadership and executives, provide reports on performance and progress towards objectives.

Develop goals, objectives and action plans for assigned staff which includes full management responsibility for the hiring, performance reviews, salary reviews, training, and disciplinary matters for direct reports.

Conduct strategic planning for resource management in order to meet current and future departmental and enterprise-wide goals.

Develops, and manages department budget, monitors expenditures and ensures financial sustainability.

Perform other duties as assigned.

Education Required

Education Preferred

Experience

Required:

At least 7 years of progressive sales and service leadership experience in a health plan, managed care, or health insurance environment.

At least 5 years of leading, supervising and/or managing staff.

Experience overseeing broker or agent distribution channels preferred.

Previous experience and strong understanding of Covered California, CMS marketing regulations, and state/federal enrollment processes.

Previous experience with successful outcomes managing call center operations, CRM systems (Salesforce or equivalent), and sales analytics tools.

Skills

Required:

Strategic leadership skills with the ability to balance mission-driven goals and sales performance.

Excellent analytical, organizational, and project management skills.

Proven ability to build and motivate high-performing teams in a multicultural environment.

Ability to support L.A. Care’s mission of providing access to quality health care for Los Angeles County’s vulnerable and underserved populations.

Demonstrated ability to think long-term and develop strategies that align with the overall goals of the organization.

Demonstrated ability to make sound and timely decisions.

Demonstrated ability to adapt to changing situations and adjust strategies accordingly.

Demonstrated ability to adapt to a fast-paced and evolving environment and to lead others through change.

Excellent interpersonal skills for building relationships, fostering teamwork, and creating a positive work environment.

Excellent written and verbal communication, negotiation, and interpersonal skills.

Excellent ability and knowledge in analyzing data, identifying problems, and making informed decisions, often in complex or ambiguous situations.

Preferred:

Bilingual in one of L.A. Care Health Plan’s threshold languages is highly desirable. English, Spanish, Chinese, Armenian, Arabic, Farsi, Khmer, Korean, Russian, Tagalog, Vietnamese   

Licenses/Certifications Required

Licenses/Certifications Preferred

Required Training

Required:

Ability to pass Medi-Cal Certification, L.A. Care Covered CA Certification and Medicare training certification within 90 days of hire.

Physical Requirements

Additional Information