The PCNOperations Manager plays a pivotal role in ensuring high-quality, efficient andsustainable care for the population of Deal and Sandwich. The roleprovides oversight of our growing ARRS workforce, supporting recruitment,retention and effective utilisation of staff to meet service demands andcontractual requirements. Working closely with member practices, the postholderwill lead on planning, implementing and evaluating PCN service developments,ensuring alignment with national priorities and local population needs.
The postholderwill work collaboratively with GP practices and system partners to removeoperational barriers, optimise workflows and ensure ARRS roles are effectivelyembedded. The Operations Manager will lead on reporting, governance andcontinuous improvement initiatives relating to the ARRS workforce, using datato monitor impact, productivity, outcomes and to inform decision-making acrossthe network.
This role ishighly versatile, spanning operational leadership, workforce management,strategic planning and service development. It requires the ability to balanceday-to-day delivery with long-term improvement, adapting to changing prioritiesacross multiple practices and services. The postholder must be comfortableworking across a wide range of areas, from HR to digital innovation andstakeholder engagement. This breadth makes the role both dynamic and varied,offering the opportunity to influence all aspects of PCN delivery anddevelopment.
Main duties of the job
- Linemanage and support ARRS staff (e.g. Enhanced Health in Care Homes team, ClinicalPharmacy, Social Prescribing, Mental Health and other PCN roles), includingrecruitment, induction, supervision and performance management
- Leadand oversee the operational delivery of PCN services across member practices, ensuring compliance with the Network Contract DES and other commissionedservices
- Be key member of the PCN leadership team, working closely with the ClinicalDirectors, Practice Managers, PCN Finance Lead, PCN Board and ARRS teams toplan, implement and review projects and services
- Supportthe effective adoption of national and local initiatives, including integratedworking at neighbourhood and place level to improve access to services forpatients
- SupportPCN strategy, business development and contracting, including identifying newopportunities, contributing to tenders and business cases, and responding to achanging commissioning landscape
- Leadand support digital transformation inline with the Modern General Practice model, using data and analytics tomonitor performance, inform decision making and support population healthmanagement
- Understanddemand, capacity and activity to drive improvements in operational efficiency andstaff experience at work
- Buildstrong relationships with the Integrated Care Board (ICB), community and mentalhealth providers, local community hospital and voluntary sector partners,representing the PCN at relevant meetings
About us
Deal &Sandwich PCN is a collaborative partnership of five GP practices (BalmoralSurgery, Cedars Surgery, New Golf Road Surgery, Sandwich Medical Practice andSt Richards Road Surgery) collectively serving approximately 50,000 patientsin a beautiful semi-rural coastal area.
Our teamincludes a wide range of professionals working together to provide joined-up,proactive and preventative care within the community. We have an establishedleadership team and a growing multidisciplinary workforce funded through theAdditional Roles Reimbursement Scheme (ARRS), including an Enhanced Health inCare Homes (EHCH) team, Clinical Pharmacists, Social Prescribing and Mental Healthteams.
Our PCN isgeographically distant from acute sites; creating a unique opportunity todevelop a robust PCN and neighbourhood team, with a real focus on communitybased care, prevention and proactive support for our local population. We areprepared to wait for the right person to help us build a secure and sustainablePCN team for Deal and Sandwich.
Job responsibilities
Keyresponsibilities
1. PCNoperations and service delivery
Leadand coordinate day to day PCN operations across multiple practices and teams
Overseethe operational running of PCN services, ensuring delivery against the NetworkContract DES and other commissioned services
Workclosely with the PCN leadership team to ensure PCN projects and services arewell planned, implemented and reviewed
Coordinateand support delivery of Enhanced Health in Care Homes (EHCH), Clinical Pharmacy,Social Prescribing, Mental Health, Care Coordination and other ARRS roles
Assistin the co-ordination of various PCN meetings, including setting dates, drawingup agendas, minute taking and communicating decisions and actions to the widerPCN.
2. Workforceand people management
Provideoperational and people management for a growing ARRS workforce, ensuring safe,effective deployment aligned to the Network Contract DES and local priorities
Linemanage and support ARRS staff (and any other PCN employed staff), includingrecruitment, induction, supervision, appraisal and performance management
Ensurestaff are deployed effectively across practices to meet population need,support capacity and access, and reduce unwarranted variation
Fostera positive, supportive culture across the PCN workforce, promoting teamwork,resilience and continuous improvement
3. Strategy,business development and contracts
Workwith the Clinical Directors, PCN Finance Lead and board to develop andimplement the PCNs strategic plan, aligned with:
- TheNetwork Contract DES
- TheNHS Long Term Plan and 10 year ambitions
- ICBand place based priorities
Usea strong understanding of the NHS and primary care business environment to:
- Identifyand pursue new opportunities, including tenders and local contracts
- Supportthe development of business cases and funding bids
Ensurethe PCN is well positioned to navigate and capitalise on the rapidly changingNHS environment, including tendering for contracts and developing new services
Ensurethat digital and operational PCN transformation is embedded in, and alignedwith,ICS (Integrated Care System) and national strategies
Helptranslate national NHS strategy (e.g. analogue to digital, hospital tocommunity, prevention to cure) into practical, local delivery for ourpopulation
4. Digitaltransformation and data analysis
Supportthe PCN to move from analogue to digital, through adopting new technology toenhance patient access and experience and increase PCN productivity
Workwith practices to harness digital tools (e.g. online consultation, digitaltelephony, NHS App, remote monitoring) to improve access, efficiency and patientexperience
Usedata and analytics to:
- MonitorPCN performance and activity (including ARRS utilisation, access, populationhealth)
- Informdecision making and service redesign
- Supportdelivery of population health management and reduction of health inequalities
Ensurethe PCNs compliance with GDPR and FOI along with other relevant legislationand professional information management standards
5.Relationships, networking and system working
Actas a key interface between member practices, ensuring good communication, alignmentand collaborative working
Buildrelationships and facilitate collaboration between practices to support thedelivery of care to each others patients (for example to delivery of enhancedaccess or other hub type working arrangements)
Buildand maintain productive relationships with:
- TheIntegrated Care Board
- Communityand mental health providers
- Thelocal community hospital trust
- Voluntaryand community sector partners
Representthe PCN at relevant system and place based meetings, advocating for the needsof our population
Leadand manage the collaborative relationship with our Patient Participation Group,ensuring meaningful engagement, effective communication and active involvementin service development and improvement initiatives
6. Governance,risk and conflict resolution
Developand maintain robust governance arrangement for PCN services, including standardoperating procedures (SOPs), risk management and incident reporting incompliance with relevant NHS and contractual requirements
Useconflict resolution and negotiation skills to manage differences betweenstakeholders, ensuring fair, pragmatic solutions that protect member practicesand patients
Maintainhigh standards of professionalism, confidentiality and probity at all times
Person Specification
Knowledge and skills
- Excellent communication, negotiation and influencing skills, with experience of effective conflict resolution and ability to communicate with a wide range of people at all levels of organisations
- Strong relationship building and networking skills
- Knowledge of primary care networks and collaborative ways of working
- Operational oversight – ability to think strategically; plan, organise and co-ordinate work effectively, proactively and under own initiative
- Ability to plan and manage multiple workload priorities and meet deadlines
- Willingness to work flexibly, demonstrating problem solving skills and an ability to respond to sudden unexpected demands
- Effective time management skills and able to work effectively under pressure and within strict time constraints
- Strong IT skills and an interest in digital opportunities in primary care
- Exceptional organisation and administrative skills
- Ability and willingness to travel between PCN sites
Qualifications
- Educated to degree level or equivalent practical experience
- Management / leadership qualification
Experience
- Experience of primary care and/or PCN operations, with a strong understanding of how general practice works
- Proven track record of personnel and operations management
- Demonstrable ability to lead and manage multidisciplinary teams and deliver projects across multiple sites.
- Experience of quality improvement and service redesign
- Experience of successfully supporting delivery of new initiatives
- Experience of developing and interpreting complex reports
- Evidence of high management effectiveness, delivering tangible outcomes in complex environments
- Experience of EMIS and General Practice IT systems
- Experience of tendering for NHS contracts, business case development or service redesign
- Experience of digital transformation projects in healthcare
- Understanding of population health management and reducing health inequalities
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.
Depending on experienceand dependent on experience
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