Family Care Program Manager

Lakeland Care Incorporated•Wausau, WI

17h

About The Position

Under the general supervision of the Care Management Senior Manager, the Family Care Program Manager manages care management processes from implementation through ongoing monitoring and improvement, ensuring clear responsibilities, consistent practices, and measurable outcomes. The role provides leadership, consultation, oversight, and support to Care Management Supervisors to promote high-quality, person-centered, compliant, and cost-effective services to Lakeland Care members. The Program Manager works with organizational leaders and cross-functional departments to implement strategic initiatives, support operational excellence, promote quality outcomes, and minimize member risk. The role connects organizational strategy with front-line care management operations by developing supervisors, monitoring performance, using data to guide decisions, managing operational challenges, and fostering continuous quality improvement. The position collaborates with organizational leadership and operational teams to advance Lakeland Care’s mission, strategic priorities, and commitment to member outcomes.

Requirements

Bachelor’s degree in a health- or human-services-related field, an equivalent combination of education and experience (including knowledge, skills, and abilities), or Registered Nurse.
At least one year of leadership experience.
At least five years of professional experience in a long-term care organization or community-based setting.
Knowledge of community-based long-term care and service delivery for elderly people and adults with physical and intellectual/developmental disabilities.
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 Wisconsin driver’s license, acceptable driving record, and proof of adequate insurance.

Nice To Haves

Two or more years of leadership experience preferred.
Work experience with one or more of the target groups served by Family Care preferred.
Knowledge of disabilities associated with LCI target groups preferred.

Responsibilities

Provide direct leadership and support to Care Management Supervisors, including coaching and mentoring to develop their leadership skills.
Ensure compliance with Family Care contract requirements, regulatory standards, and organizational policies.
Monitor departmental performance, operational outcomes, and quality indicators; support achievement of organizational goals.
Balance staffing, caseloads, and resources to support efficient operations.
Implement strategic initiatives, organizational priorities, operational improvements, organizational changes, and new initiatives.
Promote fiscal responsibility while maintaining quality member outcomes.
Use data to identify trends, measure performance, and guide decision-making.
Anticipate operational challenges, develop proactive solutions, and remove barriers affecting quality, efficiency, or member outcomes.
Provide consultation on complex member situations, provider concerns, and service disruptions.
Evaluate processes and recommend improvements; partner with the Best Practice team to improve care management processes.
Promote a culture of quality, accountability, and continuous improvement; support audit readiness, corrective action plans, and performance improvement efforts.
Ensure consistent application of person-centered planning practices.
Model Lakeland Care’s values and leadership expectations, and approach difficult situations with professionalism and sound judgment.
Adapt communication to staff, providers, members, and stakeholders; communicate clearly and professionally with external customers and provide clear, 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 professionally in meetings, presentations, and community activities.
Serve as a liaison with external stakeholders and regulatory agencies as assigned.
Foster teamwork, accountability, and professional growth; support supervisors through change and organizational challenges.
Maintain knowledge of industry trends, regulatory requirements, and best practices.
Support Lakeland Care’s mission, vision, values, and strategic direction.