Job summary
PCN Operations Manager
PartnersHealth is seeking a highly motivated, organised, and forward-thinking individual with a passion for delivering high-quality patient services to join our team as a Primary Care Network (PCN) Operations Manager. This role offers an excellent opportunity for an experienced professional to lead and develop PCN services while also providing hands-on management support within one of our Rushcliffe practices for part of the working week.
As PCN Operations Manager, you will play a key role in overseeing PCN operations, supporting practices, and leading staff teams to deliver efficient, patient-centred services across Rushcliffe.
About the Role
As PCN Operations Manager, you will lead and manage PCN staff teams, including Care Coordinators, ensuring clear objectives, supportive supervision, and high performance.
Oversee recruitment, induction, training, and ongoing development of PCN staff.
Conduct regular 1:1s, appraisals, and performance reviews, and address workforce or performance issues proactively.
Provide on-site management support within one of the Rushcliffe practices for 2-3 days per week, contributing to the smooth running of practice operations and working closely with the practice team.
Main duties of the job
Support complaints handling at both practice and PCN level, ensuring timely investigation, effective communication, and implementation of learning to improve patient experience.
Oversee the operational delivery of PCN services across all Rushcliffe practices, including Care Coordination, Mental Health Practitioners, spirometry services, and other PCN-funded or commissioned services, ensuring effective workflows and high standards of patient care.
Co-ordinate and oversee the operational delivery of the Spring and Autumn/Winter COVID vaccination campaigns, ensuring effective planning, staffing, and delivery across the network.
Work in partnership with the PCN Service Manager to plan, implement, and evaluate service developments, including Enhanced Access and other commissioned services.
Resolve operational challenges, implement improvements, and ensure services run efficiently and safely.
Liaise with internal and external stakeholders to support collaborative and consistent service delivery.
Ensure compliance with PCN contractual requirements, local policies, and best practice standards.
Lead and facilitate PCN forums and networks to share best practice, learning, and operational consistency across the network, engaging Team Leads, secretaries, reception teams, and other staff groups.
About us
What Were Looking For
Essential
Proven staff management or operational leadership experience, ideally in a healthcare environment
Demonstrated ability to manage, motivate, and support diverse staff teams
Strong organisational, communication, and problem-solving skills
Excellent IT literacy (Microsoft Office essential; SystmOne desirable)
Ability to prioritise, work independently, and adapt to changing operational demands
Experience working in General Practice, Primary Care Networks, or other primary care settings
Full UK Driving Licence and access to a vehicle
Desirable
Leadership or management qualification
Understanding of clinical audits, QOF, PCN DES requirements, and IIF indicators
Why Join Us?
You will be part of a forward-thinking organisation that values collaboration, innovation, and high-quality patient care. We offer:
A supportive and dynamic team environment
Opportunities for ongoing learning and professional development
A key role in shaping and improving how primary care services are delivered across Rushcliffe
Job description
Job responsibilities
JOB DESCRIPTION
JOB TITLE PCN Operations Manager
REPORTS TO PCN Service Manager
HOURS 37.5 hours
PAY £35,196 - £41,063 per year
LOCATION Across Rushcliffe
Job Summary
The PCN Operations Manager will provide day-to-day operational leadership across Rushcliffe Primary Care Network (PCN). The post-holder will manage the PCN Care Coordination Team and ensure high-quality, consistent operational support to member practices. They will lead the delivery of key PCN services, such as the Enhanced Access Service, support practice teams with implementation of change, and ensure systems, processes and staff operate effectively to deliver excellent patient care.
The post-holder will also act as an operational lead and Provide on-site management support within one of the Rushcliffe practices for 23 days per week, contributing to the smooth running of practice operations and working closely with the practice team, supporting continuity of service and upholding PartnersHealth and PCN strategic objectives.
Key Responsibilities
Operational Leadership
Lead and line-manage the PCN Care Coordination Team, ensuring high standards of performance, professionalism and patient care.
Establish and chair PCN-wide operational forums (e.g. care coordination, reception, medical secretaries).
Provide operational support to PCN practices, both remotely and in-practice, to maintain service resilience.
Support the implementation of change initiatives across all PCN practices, ensuring smooth rollout and adoption.
Provide operational cover as a Practice Team Leader when required.
Enhanced Access Management
Oversee the operational delivery of the Rushcliffe Enhanced Access Service.
Monitor and coordinate staff rotas, appointment availability and service capacity to meet population demand.
Work alongside the PCN Service Manager to meet service KPIs and contractual obligations and submit monthly reports
Practice-Based Operational Management
Provide day-to-day operational support within one of the Rushcliffe Practices, acting as the first point of contact for operational queries, troubleshooting issues promptly and escalating as appropriate.
Oversee and support practice health & safety compliance, including risk assessments, logging and escalation of incidents, and ensuring adherence to statutory requirements.
Lead the coordination and resolution of practice-level complaints, ensuring timely responses, appropriate investigations, and accurate reporting in line with PCN/practice policy.
Manage claims processes (e.g. FP34 claims, reimbursement claims, Local and Direct Enhanced contracts), ensuring accurate submission and timely tracking of outcomes.
Monitor administrative workflows to ensure efficient, high-quality patient service across practices.
Support the development, review and implementation of operational protocols, procedures and policies.
Promote collaborative, consistent working standards across practices, facilitating shared learning and strong communication.
Support performance monitoring, reporting and achievement of IIF indicators and other contractual KPIs.
Contribute to continuous improvement and change management workstreams, identifying operational challenges and implementing solutions.
People Management
Provide leadership, supervision, support and development to the Care Coordination workforce across the PCN.
Ensure effective rota planning, annual leave allocation and staffing levels to maintain safe, consistent service delivery.
Support performance management processes including appraisals, supervision, managing sickness, addressing performance issues and disciplinary processes.
Lead recruitment, selection and onboarding for staff within the PCN Care Coordination team.
Organise team meetings, produce agendas and ensure timely distribution of minutes and actions.
Maintain strong working relationships with all members of the Primary Care multidisciplinary team.
Information Technology & Systems
Act as an operational lead for practice IT and telephony systems, ensuring efficient use of clinical systems across the PCN.
Provide training and support to practice teams on relevant clinical systems.
Liaise with NHIS and other IT providers to resolve issues and ensure smooth system functioning.
Ensure referral processes, rota management systems and digital workflows are maintained effectively.
Co-ordinate and oversee the operational delivery of the Spring and Autumn/Winter COVID vaccination campaigns, ensuring effective planning, staffing, and network-wide delivery.
Patient Services & Patient Experience
Ensure compliance with confidentiality, data protection and information governance requirements.
Support practices in maintaining high-quality, accessible patient services and up-to-date information.
Take part in audits of patient satisfaction, telephone access and service demand across practices.
Act as a first point of contact for complaints relating to PCN operational areas, ensuring timely resolution and escalation where required.
Maintain strong relationships with patient groups and external stakeholders to support service improvement.
Develop comprehensive understanding of all PCN clinical services (e.g., Enhanced Access, mental health practitioners, spirometry), ensuring appropriate operational support.
Confidentiality
Maintain strict confidentiality of all patient, staff and organisational information, in line with legislation and PCN policies.
Share confidential information only with authorised individuals and in accordance with data protection requirements.
Equality and Diversity
The post-holder will:
Uphold the rights of patients, carers and colleagues in line with PCN and practice policies and current legislation.
Respect the dignity, beliefs and needs of all individuals.
Promote an inclusive and non-judgemental working environment.
Quality and Governance
The post-holder will:
Raise issues of quality and risk promptly with relevant leads.
Take accountability for personal performance and support continuous improvement within the wider team.
Work collaboratively with external agencies to meet patient needs.
Manage time, workload and resources efficiently to support PCN priorities.
Communication
The post-holder will:
Communicate effectively with practice teams, PCN colleagues, patients and external stakeholders.
Use appropriate communication methods and adapt to individuals needs.
Promote a culture of open, clear and supportive communication across the PCN.
Job description
Job responsibilities
JOB DESCRIPTION
JOB TITLE PCN Operations Manager
REPORTS TO PCN Service Manager
HOURS 37.5 hours
PAY £35,196 - £41,063 per year
LOCATION Across Rushcliffe
Job Summary
The PCN Operations Manager will provide day-to-day operational leadership across Rushcliffe Primary Care Network (PCN). The post-holder will manage the PCN Care Coordination Team and ensure high-quality, consistent operational support to member practices. They will lead the delivery of key PCN services, such as the Enhanced Access Service, support practice teams with implementation of change, and ensure systems, processes and staff operate effectively to deliver excellent patient care.
The post-holder will also act as an operational lead and Provide on-site management support within one of the Rushcliffe practices for 23 days per week, contributing to the smooth running of practice operations and working closely with the practice team, supporting continuity of service and upholding PartnersHealth and PCN strategic objectives.
Key Responsibilities
Operational Leadership
Lead and line-manage the PCN Care Coordination Team, ensuring high standards of performance, professionalism and patient care.
Establish and chair PCN-wide operational forums (e.g. care coordination, reception, medical secretaries).
Provide operational support to PCN practices, both remotely and in-practice, to maintain service resilience.
Support the implementation of change initiatives across all PCN practices, ensuring smooth rollout and adoption.
Provide operational cover as a Practice Team Leader when required.
Enhanced Access Management
Oversee the operational delivery of the Rushcliffe Enhanced Access Service.
Monitor and coordinate staff rotas, appointment availability and service capacity to meet population demand.
Work alongside the PCN Service Manager to meet service KPIs and contractual obligations and submit monthly reports
Practice-Based Operational Management
Provide day-to-day operational support within one of the Rushcliffe Practices, acting as the first point of contact for operational queries, troubleshooting issues promptly and escalating as appropriate.
Oversee and support practice health & safety compliance, including risk assessments, logging and escalation of incidents, and ensuring adherence to statutory requirements.
Lead the coordination and resolution of practice-level complaints, ensuring timely responses, appropriate investigations, and accurate reporting in line with PCN/practice policy.
Manage claims processes (e.g. FP34 claims, reimbursement claims, Local and Direct Enhanced contracts), ensuring accurate submission and timely tracking of outcomes.
Monitor administrative workflows to ensure efficient, high-quality patient service across practices.
Support the development, review and implementation of operational protocols, procedures and policies.
Promote collaborative, consistent working standards across practices, facilitating shared learning and strong communication.
Support performance monitoring, reporting and achievement of IIF indicators and other contractual KPIs.
Contribute to continuous improvement and change management workstreams, identifying operational challenges and implementing solutions.
People Management
Provide leadership, supervision, support and development to the Care Coordination workforce across the PCN.
Ensure effective rota planning, annual leave allocation and staffing levels to maintain safe, consistent service delivery.
Support performance management processes including appraisals, supervision, managing sickness, addressing performance issues and disciplinary processes.
Lead recruitment, selection and onboarding for staff within the PCN Care Coordination team.
Organise team meetings, produce agendas and ensure timely distribution of minutes and actions.
Maintain strong working relationships with all members of the Primary Care multidisciplinary team.
Information Technology & Systems
Act as an operational lead for practice IT and telephony systems, ensuring efficient use of clinical systems across the PCN.
Provide training and support to practice teams on relevant clinical systems.
Liaise with NHIS and other IT providers to resolve issues and ensure smooth system functioning.
Ensure referral processes, rota management systems and digital workflows are maintained effectively.
Co-ordinate and oversee the operational delivery of the Spring and Autumn/Winter COVID vaccination campaigns, ensuring effective planning, staffing, and network-wide delivery.
Patient Services & Patient Experience
Ensure compliance with confidentiality, data protection and information governance requirements.
Support practices in maintaining high-quality, accessible patient services and up-to-date information.
Take part in audits of patient satisfaction, telephone access and service demand across practices.
Act as a first point of contact for complaints relating to PCN operational areas, ensuring timely resolution and escalation where required.
Maintain strong relationships with patient groups and external stakeholders to support service improvement.
Develop comprehensive understanding of all PCN clinical services (e.g., Enhanced Access, mental health practitioners, spirometry), ensuring appropriate operational support.
Confidentiality
Maintain strict confidentiality of all patient, staff and organisational information, in line with legislation and PCN policies.
Share confidential information only with authorised individuals and in accordance with data protection requirements.
Equality and Diversity
The post-holder will:
Uphold the rights of patients, carers and colleagues in line with PCN and practice policies and current legislation.
Respect the dignity, beliefs and needs of all individuals.
Promote an inclusive and non-judgemental working environment.
Quality and Governance
The post-holder will:
Raise issues of quality and risk promptly with relevant leads.
Take accountability for personal performance and support continuous improvement within the wider team.
Work collaboratively with external agencies to meet patient needs.
Manage time, workload and resources efficiently to support PCN priorities.
Communication
The post-holder will:
Communicate effectively with practice teams, PCN colleagues, patients and external stakeholders.
Use appropriate communication methods and adapt to individuals needs.
Promote a culture of open, clear and supportive communication across the PCN.
Person Specification
Academic, Vocational Qualifications
Essential
- Numerate and IT literate including use of Microsoft Office
- O/GCSE/CSE level qualification in English and Maths or equivalent
- A demonstrable commitment to professional development
- UK Driving License and access to own vehicle
Desirable
Knowledge/Skills
Essential
- Ability to analyse data using (principally) Microsoft Excel
- Experience of complex administration and record keeping in an office environment
- Ability to understand and learn new software and administrative procedures
- Understanding of data security
- Technical knowledge of systmone including ability to run reports & analyse information
- Ability to organise & lead a group
- Project management skills
- Communication skills
- Ability to critically appraise situations to determine best course of action to achieve required objective
Desirable
- Clinical Audit
- An understanding of the Quality & Outcomes Framework
- Experience of clinical systems
Qualities/Attributes
Essential
- Ability to work autonomously and initiate / self-direct own workload
- An understanding, acceptance and adherence to the need for strict confidentiality
- Ability to use own judgement, resource fulness and common sense
- Ability to work without direct supervision and determine own workload priorities
- Ability to work as part of an integrated multi-skilled team
- Able to work under pressure and remain calm
- Able to work in a changing environment
- Able to use own initiative
- Flexible and adaptable
Experience
Essential
- Experience of dealing with external organisations at management level
- Experience of dealing with members of the public
- Previous management or supervisory experience including a range of HR responsibilities
- Experience within a primary care setting
- Knowledge of SystmOne
- Experience of working in General practice
- Experience of leading & managing a team
- Experience of implementing change
- Flexible positive approach to work
- Resilience to withstand challenge
Person Specification
Academic, Vocational Qualifications
Essential
- Numerate and IT literate including use of Microsoft Office
- O/GCSE/CSE level qualification in English and Maths or equivalent
- A demonstrable commitment to professional development
- UK Driving License and access to own vehicle
Desirable
Knowledge/Skills
Essential
- Ability to analyse data using (principally) Microsoft Excel
- Experience of complex administration and record keeping in an office environment
- Ability to understand and learn new software and administrative procedures
- Understanding of data security
- Technical knowledge of systmone including ability to run reports & analyse information
- Ability to organise & lead a group
- Project management skills
- Communication skills
- Ability to critically appraise situations to determine best course of action to achieve required objective
Desirable
- Clinical Audit
- An understanding of the Quality & Outcomes Framework
- Experience of clinical systems
Qualities/Attributes
Essential
- Ability to work autonomously and initiate / self-direct own workload
- An understanding, acceptance and adherence to the need for strict confidentiality
- Ability to use own judgement, resource fulness and common sense
- Ability to work without direct supervision and determine own workload priorities
- Ability to work as part of an integrated multi-skilled team
- Able to work under pressure and remain calm
- Able to work in a changing environment
- Able to use own initiative
- Flexible and adaptable
Experience
Essential
- Experience of dealing with external organisations at management level
- Experience of dealing with members of the public
- Previous management or supervisory experience including a range of HR responsibilities
- Experience within a primary care setting
- Knowledge of SystmOne
- Experience of working in General practice
- Experience of leading & managing a team
- Experience of implementing change
- Flexible positive approach to work
- Resilience to withstand challenge
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.
