Process Improvement Manager

Process Improvement Manager Position Description

Department: Medical Brokerage

Reports to: Director of Medical Brokerage

Exempt: Yes

Position Summary:  The Policy & Procedure Manager is primarily tasked with developing and maintaining Policies & Procedures for all areas of the Medical Brokerage.

Primary Responsibilities:

  • Provide Day-to-Day direct supervision and support to Brokerage Supervisors, ensuring smooth operation of Call Center operations
  • Work with Quality Assurance, Compliance, and Program Managers to identify areas requiring new/updated Policies/Procedures
  • Develop and maintain Policies & Procedures aimed at improving the overall function and efficiency of the Brokerage
  • Work closely with Brokerage Director to implement systematic enhancements aimed at improving overall efficiency of the Brokerage
  • Conduct Performance Appraisal process for Brokerage Supervisors
  • Assume the Director’s role in the event of his/her absence, in full consultation with the Administrator


Other Responsibilities:

  • Provide Support to Quality Assurance, and Compliance Teams as necessary
  • Assist Brokerage Director as needed with implementation of all initiatives as set forth by the Administrator and/MassHealth/HST
  • Implement all initiatives as set forth by the Administrator and/or Director
  • Assist Brokerage Director with projects and reports as requested.


Position Requirements:

Microsoft Office Suite, knowledge of all systems used by all departments, including but not limited to Trip Booking Software, Complaint Management System, & Compliance Databases.   Experience in management of staff and education in the fields noted will also be considered.


Physical Demands/Conditions:

  • General office environment.
  • This position includes a requirement being in a seated (or, standing) position in front of a computer monitor for extended periods of time


Equipment Used:

  • GATRA-owned computers, software, and general office equipment

Supervisory Scope:

  • Brokerage Supervisors (4)

To apply, please send resumes to: Brian P. Damaso,