Family Care Program Manager

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.