PCN Operations Lead in Leeds

Due to internal restructure, a new role of Operational Lead has been created to join the Armley Primary Care Network (PCN) management team. We are seeking someone with NHS operational management experience, ideally within a primary care setting. This is a varied and fast-paced role which will require someone who works well under pressure. The successful recruit will need to be comfortable dealing with a wide variety of colleagues at all levels.

Main duties of the job

• Ensure the compliant delivery of PCN services
• Manage service capacity and demand, alleviating pressure on our member practices
• Manage and troubleshoot day-to-day activities
• Establish, maintain and review clinical and administrative processes for PCN teams
• Have operational responsibility for and management of our evening and weekend Enhanced Access service
• Undertake day-to-day HR activity and coordination, including recruitment, onboarding, appraisals, training compliance and Target afternoons
• Coordinate and attend PCN staff meetings, including service team meetings
• Attend and service PCN Leadership, Managers and Enhanced Access meetings
• Work with the PCN Leadership team to ensure the development and wellbeing of our staff
• Deal with operational complaints and significant events
• Implement, lead and report on proactive care projects aligned to local and national priorities
• Collate service data for reporting purposes, working with the PCN Business Manager

Due to the requirement to travel between practices and external venues it is expected that the successful candidate will be a car owner. Days and hours of work can be flexible; however, it is expected that the post holder will work both on a Monday and a Friday due to operational need.

About us

At Armley Primary Care Network (PCN), our three practices with over 34,000 patients collaborate to integrate care and to work better together to meet the needs of our population. Our key priorities as a PCN are prevention, mental health and physical/mental frailty. The PCN coordinates over 50 individuals for the delivery of Enhanced Access and additional roles.

Job responsibilities

This summary is not exhaustive and other grade appropriate tasks may be required for the operational benefit of our organisation.

Main Job Responsibilities

• Ensure the smooth and efficient operational running of PCN activity.
• Manage any day-to-day practical issues that arise
• Deliver upon PCN plans and performance requirements, and contribute to practice targets
• Assist with planning and delivery of PCN projects, e.g. Enhanced Health in Care homes, Frailty, Proactive Care, Early Cancer Diagnosis and Health Inequalities
• Ensure that services and/or plans are adequately monitored and on schedule and that this information is appropriately communicated to relevant stakeholders.
• Support and collate evaluation of PCN services to drive further improvements
• Ensure that patient safety is at the forefront of all service developments and delivery.
• Ensure all PCN staff are embedded in the PCN, working with practices to enable them to fulfil their roles and ensure fair share allocation
• Space management and coordination with practices for hosting of PCN staff
• Support specific projects as required, in a project management, data and communication capacity.
• Manage internal and external Network communications
• Deal confidentially and efficiently with enquiries, complaints and feedback internally and externally
• Create and update key compliance documentation on our intranet
• Support PCN meeting management including arrangement, coordination, agenda pack preparation, minute taking, action log follow up and intranet administration
• Coordinate internal and external events - such as venue booking, refreshments, activities
• Order stationery, PPE and other supplies
• Allocate, log, track, stocktake and ensure the maintenance/update of PCN assets
• Maintain an organised electronic filing system
• Monitor PCN policy and procedure reviews and support development of accurate documentation
• Work closely with the Health Promotion Specialist Care Coordinator on PCN initiatives
• Monitor and support subcontracted service day-to-day activities - onboarding, changes, rotas, practice education, troubleshooting, leavers
• Support PCN to develop partnerships in health and social care that enhance population health.
• Represent and attend meetings at Local Care Partnership level in the development of pathways

Enhanced Access (EA)

• Oversee and manage EA operations, accountable to leadership
• Manage, update and communicate EA operational processes and protocols
• Onboard new staff to EA and action leaver processes
• Manage nurse and HCA rota allocation
• Manage and adjust appointment and rota templates
• Liaise with patients where required for appointment rearrangement
• Manage third-party supplier services, SLAs, performance monitoring
• Actively monitor utilisation and issue practice reminders
• Ensure PGDs are in place
• Ensure equipment and stock is ordered
• Record, investigate and respond to feedback, complaints, issues and incidents
• Collate, analyse and communicate data including weekly utilisation reporting to practices
• Chair quarterly EA Service Management meeting
• Support planning and implementation of new provision/services/enhancements e.g. EA walk-in immunisation clinics or group sessions

HR

• Manage contracts, policies, protocols, employee assistance, training and development approaches
• Support recruitment of staff where requested including agreeing job descriptions, advertising, selection and appointment
• Ensure robust induction processes are in place for all new staff, making sure that they are made aware of individual requirements for all practices across the PCN
• Onboard new team members and ensure all equipment, uniform and accesses are in place
• Undertake day-to-day line management of allocated members of staff for absences e.g. leave sickness etc. maintaining back to work documentation where appropriate
• Undertake appraisals and manage staff welfare for allocated members of staff, follow up on any issues that arise and liaise with HR support provider
• Coordinate training and development for PCN clinical and administrative staff
• Coordinate PCN culture-focused activity including staff events
• Create and keep records of HR contractual information, policies and protocols on the PCN intranet. Ensure all HR records are saved to the intranet by line managers such as appraisals, absence, HR events, contractual details, training and development

Organisational Management

• Deputise for elements of the PCN Business Manager role as appropriate
• Provide support to the Clinical Director, Network leadership and other members of the PCN
• Work with the APCN Clinical Director, for operational planning to support our objectives
• Attend and service PCN Leadership, Managers and Enhanced Access meetings

Standards

• Undertake all mandatory training required for the role
• Participate in our appraisal system, matching organisational aims with individual objectives
• Support and encourage learning to continually improve network services and patient outcomes
• Maintain the highest standards of conduct and integrity

Confidentiality

• Ensure that confidentiality is adhered to in terms of patient information and the protection of personal and sensitive data.

Health and Safety

• Identify risks involved in work activities and undertake activities in a way that manages risks.
• Actively report health and safety hazards and infection hazards immediately when recognised.
• Maintenance of general standards of cleanliness consistent with the scope of the role.

Equality and Diversity

• Act in a way that recognises the importance of people's rights, interpreting them in a way that is consistent with PCN practice procedures and policies, and current legislation.

Safeguarding

• Be familiar with and adhere to PCN practice safeguarding policies, procedures and guidelines for both children and adults at risk of abuse or neglect in conjunction with Multi-agency Safeguarding Children and Safeguarding Adults at risk of abuse and/or neglect policy, protocols, and guidelines.

Key Working Relationships

• PCN Clinical Director
• PCN Business Manager
• GPs, Practice Managers, nurses and other practice staff
• PCN teams: Clinical Pharmacists, Social Prescribers, Dietician, Health and Wellbeing Coaches, Health Promotion and Operational Support
• Local Care Partnership linked to the PCN

Person Specification

Experience

• Experience in coordination of services and/or staff
• Experience of administrative duties
• Experience of handling confidential information
• Experience of arranging, facilitating and chairing meetings
• Experience of working within a GP surgery
• Experience of data collection and using tools to measure the impact of services
• Experience of partnership/collaborative working
• Experience in HR, including having difficult conversations

Knowledge and Skills

• Knowledge of how the NHS works, including primary care and PCNs
• Excellent verbal and written communication skills at all levels
• Clear, polite telephone manner
• Good interpersonal skills
• Good technical literacy of Microsoft Applications e.g. Word, Excel, PowerPoint
• Knowledge of SystmOne and emis clinical systems

Other Requirements

• Meets an enhanced Disclosure and Barring Service (DBS) check
• Willingness to work flexible hours when required to meet work demands
• Access to own transport and ability to travel across the PCN on a regular basis

Qualifications

• Educated to GCSE or equivalent (GCSE Maths & English C or above)
• Full UK Driving Licence
• Administration or business management qualification

Personal Qualities

• Ability to work flexibly and enthusiastically to meet PCN demands
• Personal accountability, emotional resilience, ability to work well under pressure
• Ability to organise, plan and prioritise on own initiative
• Ability to react to and face challenges or setbacks in a positive manner
• Ability to maintain effective working relationships and promote collaboration
• Ability to work effectively and professionally within a team
• Ability to actively listen, empathise with people and provide personalised support
• Ability to support a culturally sensitive service, respecting lifestyles and diversity
• Ability to communicate effectively with people, families, carers, and stakeholders
• Knowledge of and ability to work to policies and procedures
• Demonstrable commitment to professional and personal development

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

£37,000 to £42,000 a year Pro rata and dependent on experience

Contract: Permanent

Working pattern: Full-time, Part-time, Flexible working, Compressed hours