Family Care Program Manager

Description

Join our award winning culture as we serve members in your area!  

Under the general supervision of the Care Management Senior Manager, the Family Care Program Manager is responsible for managing care management processes from implementation through ongoing monitoring and improvement, ensuring clear responsibilities, consistent practices, and measurable outcomes. This position provides leadership, consultation, oversight, and support to Care Management Supervisors to ensure the delivery of high-quality, person-centered, compliant, and cost-effective services to Lakeland Care members. The Family Care Program Manager collaborates with organizational leaders and cross-functional departments to implement strategic initiatives, support operational excellence, promote quality outcomes, and minimize member risk. This position serves as a critical link between organizational strategy and front-line care management operations by developing supervisors, monitoring performance, utilizing data to guide decision-making, managing operational challenges, and fostering continuous quality improvement. The Family Care Program Manager is expected to work collaboratively with organizational leadership and operational teams to advance Lakeland Care's mission, strategic priorities, and commitment to exceptional member outcomes.

Essential Competencies:

• Provide direct leadership and support to Care Management Supervisors. 
• Ensure compliance with Family Care contract requirements, regulatory standards, and organizational policies. 
• Monitor departmental performance and operational outcomes. 
• Balance staffing, caseloads, and resources to support efficient operations. 
• Implement strategic initiatives, organizational priorities, and operational improvements. 
• Promote fiscal responsibility while maintaining quality member outcomes.
• Use data to identify trends, measure performance, and guide decision-making. 
• Anticipate operational challenges and develop proactive solutions. 
• Provide consultation on complex member situations, provider concerns, and service disruptions. 
• Remove barriers that affect quality, efficiency, or member outcomes. 
• Evaluate processes and recommend improvements.
• Promote a culture of quality, accountability, and continuous improvement. 
• Support audit readiness, corrective action plans, and performance improvement efforts. 
• Partner with the Best Practice team to improve care management processes. 
• Ensure consistent application of person-centered planning practices. 
• Monitor quality indicators and support achievement of organizational goals.
• Model Lakeland Care's values and leadership expectations. 
• Approach difficult situations with professionalism and sound judgment. 
• Adapt communication style to meet the needs of staff, providers, members, and stakeholders. 
• Support supervisors through change and organizational challenges.
• Demonstrate clear and professional communication when communicating with external customers.
• Provide clear and concise coaching to staff.
• Build strong working relationships with supervisors, organizational leaders, providers, and community partners. 
• Collaborate across departments to address operational issues and improve outcomes. 
• Represent Lakeland Care with professionalism in meetings, presentations, and community activities. 
• Serve as a liaison with external stakeholders and regulatory agencies as assigned.
• Support Lakeland Care's mission, vision, values, and strategic direction. 
• Develop supervisor leadership skills through coaching and mentoring. 
• Foster teamwork, accountability, and professional growth. 
• Lead implementation of organizational changes and new initiatives. 
• Maintain knowledge of industry trends, regulatory requirements, and best practices.

Requirements

• Bachelor’s degree in a Health or Human services related field, equivalent combination of education and experience (includes knowledge, skills, and abilities), or Registered Nurse.
• Minimum of one year leadership experience is required, two or more years preferred.
• Minimum of five (5) year’s professional experience in a long-term care organization or community-based setting required; work experience with one or more of the target groups served by Family Care preferred.
• Knowledge of community based long term care and service delivery for the elderly, physically and intellectually/developmentally disabled adults. Knowledge of the disabilities associated with LCI target groups preferred.  
• Strong evaluation, assessment, and interview skills.  
• Strong oral and written communication skills.  
• Leadership qualities necessary to supervise and train peers. 
• Working knowledge of basic computer programs and typing skills.
• Current WI driver’s license, acceptable driving record and proof of adequate insurance required.

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Lakeland Care offers the Family Care Program to support the elderly and adults with disabilities population. We serve in 22 counties in the Central to NE regions of Wisconsin and have 11 offices throughout our service regions (Crivitz, Fond du Lac, Green Bay, Green Bay East, Manitowoc, Marinette, Oshkosh, Shawano, Rhinelander, Wausau, Wisconsin Rapids).

Mission

Empowering individuals. Strengthening communities. Inspiring futures.

Vision

To create a world we all want to live in.

Core Values

Kindness – We believe kindness is always possible and that no compassionate act is ever wasted.

Inclusion – We believe that open hearts and open minds are the only path to a brighter future.

Trust – We believe that honesty is still in style and that promises still have power.

We are an equal employment opportunity employer functioning under an Affirmative Action Plan. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law. We are an organization that participates in E-Verify.