Job responsibilities
Core focus: operational excellence, financial performance and profit
protection, quality and compliance assurance, people leadership and digital
transformation (including automation and practical use of Artificial
Intelligence where appropriate).
Reporting, leadership and ways
of working
Reports to: the GP Partners
Leads: the non-clinical
operational functions of the practice, including administration and reception
services and other teams as defined in the organisational structure
Works closely with: clinical
leadership, PCN colleagues, federation partners, commissioners, training
stakeholders and external suppliers and advisers
Leadership model: collaborative
matrix working with clear line management. The postholder will maintain visible
leadership presence in the practice, build trust and respect with teams and
Partners, involve Partners in key decisions and lead on creativity, innovation
and change delivery
Responsible for managing and
mentoring a workforce with high potential.
Decision rights and authority
The post operates with delegated authority agreed with
the Partners, including:
Operational decision making to
maintain safe, effective day to day services, including access, demand
management, workflow design and escalation processes
Budget management, cost control
and procurement within agreed limits
Workforce deployment,
recruitment and performance management within approved establishment and
policies
Contract and supplier management,
including negotiation and performance monitoring, with Partner sign-off where
required by policy or financial thresholds.
Success profile, outcomes and
indicators
Success will be evidenced through clear measures and a
delivery dashboard agreed with the Partners. The postholder will define
targets, report performance and drive continuous improvement across quality,
service, people and profit.
Key outcomes and typical indicators include (to be
agreed):
Profitability and financial
control: budget variance, cash flow, cost per patient contact, procurement
savings, income capture and optimisation (including contractual and enhanced
service income) and measurable margin improvement
Digital and automation impact:
reduction in avoidable administrative steps, automation benefits realised,
adoption of digital tools, reductions in error rates, improved data quality and
measurable time released for patient facing activity
Quality and performance:
appointment utilisation, DNA rates, call answering performance, workflow cycle
times, patient access and demand-capacity balance, patient experience metrics
and complaint resolution timelines
Workforce performance:
mentoring and staff development, retention, absence, rota resilience, appraisal
completion, mandatory training compliance, capability and performance
improvements and leadership bench strength through succession planning
Regulatory readiness and
assurance: audit completion, evidence currency, policy review compliance, risk
register quality and closure rates, action tracking to completion and
preparation for Care Quality Commission inspections.
Digital transformation,
technology, automation and Artificial Intelligence
Technology is a core driver of efficiency and
profitability. The postholder will lead digital transformation within the
partnership strategic plan with a practical, outcomes-based approach, ensuring
that investments in systems, automation and AI deliver measurable benefits, are
safe and compliant and improve patient and staff experience.
Responsibilities include:
Own the practice technology
roadmap (with Lead Partner) aligned to the Practice Development Plan, including
clinical and non-clinical systems, telephony, workflow tools and reporting
Lead process redesign and
automation, mapping end to end workflows, removing waste and standardising best
practice across teams
Introduce and govern
appropriate use of AI to improve productivity and decision support, ensuring
strong information governance, transparency and human oversight
Develop performance reporting
and dashboards that combine operational, financial and quality measures,
enabling rapid, evidence-based decisions
Work with external providers to
ensure reliability, cyber security, business continuity and value for money.
Strategic model, values, vision
and priorities
The role will deliver against the partnership
strategic model, aligning day to day decisions to agreed priorities and
outcomes.
Values
Compassionate: we treat each other with
respect and care, listen to patients and one another, respond thoughtfully and
with compassion and act fairly and consistently
Proactive: we act early with purpose,
improve continuously and use resources wisely
Sustainable: we use financial,
environmental and staff resources responsibly for long-term resilience.
Vision
To deliver exceptional, holistic care by constantly
improving patient outcomes while creating the capacity to innovate and
diversify our offer to patients for a resilient future.
Purpose
To build trusted relationships with patients and one
another, provide continuity of care grounded in the biopsychosocial approach
and keep learning so we can meet changing expectations with resilience, hard
work and continuous improvement.
Strategic
priorities and expected results
Premises management (including
ongoing strategies for usage)
Governance and CQC readiness
Optimising organisational
structure and an engaged workforce
Addressing health inequalities
through targeted patient care
First 90 days expectations
Complete a structured
diagnostic of operational performance, finances, workforce, compliance,
technology and risks, with clear priorities and early quick wins
Agree a twelve month
operational and business plan with a delivery dashboard, milestones and a
reporting cadence to the Partners
Refresh the governance rhythm,
including meeting structure, decision logs, risk register review and action
tracking discipline
Produce a digital
transformation and automation pipeline, with quantified benefits, costs,
dependencies and risk controls
Develop a service development
pipeline, including collaborative opportunities across the Primary Care Network
and system partners
Key responsibilities
Operational leadership and
service delivery
Lead day to day operational
delivery, ensuring safe, effective and patient-centred performance
Design and run high-reliability
operating systems for access, workflow, demand and capacity management
Set standards, monitor
performance and deliver against agreed targets and priorities
Chair operational meetings,
ensuring clear actions, owners, deadlines and follow-through.
Finance, business management
and profitability
Hold overall responsibility for
practice financial management, including budgeting, forecasting, cost control,
cash flow and management reporting
Maximise income and protect
profitability through accurate claiming, performance delivery, contract
management and proactive identification of new revenue opportunities
Lead procurement and supplier
management, negotiating best value and monitoring service performance
Produce clear financial
insights for Partners, including scenario modelling and recommendations that balance
risk, quality and profit
Identify and deliver measurable
opportunities to reduce avoidable cost and waste, without compromising patient
safety or experience.
Quality, governance and
continuous inspection readiness
Maintain continuous CQC
readiness with supporting evidence
Own the practice risk register,
assurance processes and action tracking to completion
Ensure policy governance,
version control and audit trails are robust and current
Embed a learning culture
through significant event review, complaints intelligence and improvement
cycles.
People leadership, line
management and performance
Provide visible leadership to
the non-clinical team, setting clear expectations and standards
Operate robust line management
to maximise performance, including objectives, one to ones, coaching and early,
fair performance management
Oversee recruitment, induction,
probation and development pathways building a resilient team with clear
deputies and succession plans
Ensure workforce planning and
rota resilience, including short notice contingency for sickness and leave
Maintain compliance with
employment legislation and manage employee relations issues appropriately
Strategy, service development
and system working
Provide strategic guidance to
the Partners, presenting options and recommendations clearly and objectively
Translate agreed strategy into
delivery plans and measurable outcomes, including technology priorities for
partnership approval
Identify and deliver new
internal services and collaborative services across the Primary Care Network
and system partners
Represent the practice
externally as required, maintaining constructive relationships with
stakeholders and commissioners
Information governance,
technology and data
Oversee information governance,
ensuring appropriate policies, training and compliance controls are in place
and sustained
Work with external support to
ensure systems are secure, reliable and fit for purpose
Ensure data quality and
reporting discipline to support operational, clinical and financial decision
making
Ensure confidentiality and
lawful information sharing, escalating specialist advice where needed.
Premises, health and safety and
business continuity
Oversee premises and facilities
management, maintenance planning and contractor management
Be responsible for health and
safety arrangements, risk assessments and compliance
Maintain business continuity
arrangements, ensuring readiness for disruption and change.
