PCN Operations Manager

Job description

Job responsibilities

Key Responsibilities

Responsible for the oversight of the PCN staff appointment systems, to ensure accurate data capture and adherence to national data rules and standards.

Using digital systems and data to conduct regular reviews and audit of appointment activity, reviewing demand and capacity trends and making recommendations to the PCN with regards to the practice access model and service provision.

To assist in the implementation and maintenance of all associated requirements, upgrades, security and services supporting the PCNs IT systems.

To provide support advice and training for current and new PCN staff in the use of the clinical systems.

Oversee the development and maintenance of PCN Digital communications to increase capacity and accessibility options for patients.

The post-holder should recognise the importance of effective communication within the team and will strive to communicate effectively with other team members, patients and carers, where applicable recognise peoples needs for alternative methods of communication and respond accordingly.

Develop and maintain effective working relationship with PCN practice members, local healthcare teams and stakeholders.

Role model positive working and promote organisational values.Providing leadership and direction for the departmental functions.

Nurture collaborative and productive relationships between teams and practice members.

Generate system reports when required for service performance audits.

Deputise for the PCN Transformation Manager in their absence on operational matters.

Report back any issues regarding staff or services to line manager and Clinical Director.

Support the additional roles staff in their approach to increasing access for patients and support communication of various health campaigns.

Ensure personnel records are maintained for all staff, including DBS checks, absenteeism and training records.

Complete annual appraisals and conduct regular 1:1s for staff with line management responsibility.

Implement mandatory and personal development training for the PCN Additional workforce roles.

Implement, coordinate and oversee a safe induction process for new staff to ensure they are adequately trained to fulfil their role.

Work with the Practice Managers and PCN Transformation Managers to resolve any employee relations (disciplinary/grievance) issues to a satisfactory conclusion.

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Confidentiality

While seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.

In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the PCN as a business organisation. All such information from any source is to be regarded as strictly confidential.

Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health and Safety

The post-holder will ensure all members of staff comply with the member practices health and safety policies.

Ensure that site risk assessments and infection control audits are completed in line with practice policies and comply with current Health and Safety legislation.

Ensure any health and safety concerns are reported to the Practice and PCN Transformation Managers.

Maintain up to date knowledge of health and safety and infection control statutory and best practice guidelines and ensure implementation across the business.

Making effective use of training to update knowledge and skills and initiate and manage the training of others.

Actively identifying, reporting, and correction of health and safety hazards and infection hazards immediately when recognised

Equality and Diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation

Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues

Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the PCN as part of this employment, such training to include:

Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development

Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Governance:

Ensure that the PCN complies with NHS contractual obligations in relation to patient care and business objectives.Ensure all complaints are recorded, reported and managed in accordance with the requirements of the NHS Complaints Regulations.

Quality and Improvement:

Work collaboratively as a key member of the PCN team, help develop and promote a positive working culture, encouraging staff participation and involvement in developing and improving their own contribution towards the success of the organisation.

Manage and maintain credibility with all key contacts within the network, to foster a culture of collaboration, and promote inter-service learning to drive continuous improvement.

Implement relevant initiatives which improve services delivered to patients and the operational effectiveness of the defined service areas.

The details contained in this job description are not exhaustive and may change as the post develops.

Person Specification

Skills

Essential

• Strong IT skills
• Excellent interpersonal skills
• Strong problem solving skills

Desirable

• EMIS User
• Leading teams

Qualifications

Essential

• Qualifications Good standard of education with excellent literacy and numeracy skills.

Desirable

• Qualification in Management or Supervisory management or equivalent experience. Leadership and/or management qualification.

Experience

Essential

• Experience of leading teams and operational support functions.
• Strong organisational and time-management skills with the ability to manage multiple tasks simultaneously.
• Excellent communication skills, both written and verbal, with the ability to work collaboratively with different teams.
• Problem-solving mindset with a proactive approach to overcoming challenges.
• Self-motivated and disciplined, with the ability to work independently and remotely when required.
• Demonstrate resilience when working under pressure whilst continuing to deliver results.
• Demonstrate personal accountability, emotional resilience and work well under pressure.

Desirable

• Experience of working in General practice.
• Experience of working in a Primary Care Network.
• Experience of EMIS, including performing searches.
• Proven success in managing operational change, whilst maintaining high standards of quality.
• Experience of performance management, including appraisal writing, staff development and disciplinary procedures.
• Experience of evaluating value for money / health outcomes / population outcomes for groups / services.
• Experience of delivering healthcare analytics/BI within an organisation and supporting/training staff in effective use.

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.

Employer details

Employer name

Coastal PCN

Address

233A Brook Lane

Sarisbury Green

Southampton

Hampshire

SO31 7DQ

Employer's website

https://www.brooklanesurgery.co.uk/Home (Opens in a new tab)