Job summary
The PCN Operations Manager will play a pivotal role in the delivery of the Network Contract Direct Enhanced Service (DES), supporting the PCN to meet contractual obligations and service delivery requirements.
The location of the role will be based at Shrewsbury PCN Health Hub (Severn Fields Health Village), Morgan Place (Shrewsbury Business Park) with travel to member practices as required.
Main duties of the job
The post-holder will oversee day-to-day operations of the Shrewsbury Health Hub, ensuring the effective line management of care coordination staff, and lead on the operational implementation and monitoring of services in line with PCN objectives and NHS England guidance.
About us
Shrewsbury PCN is made up of 11 GP practices supporting over 104,000 patients in and around Shrewsbury, Shropshire.
We are passionate about leading a network that is supportive and collaborative, where members and staff feel appreciated and empowered to make a differnece. Our ambition is to deliver exceptional care and have a positive impact on the community we serve.
Job description
Job responsibilities
The following are the core responsibilities of the Shrewsbury PCN Operations Manager.
Network DES Delivery
- Support the implementation and monitoring of key DES service areas.
- Maintain up-to-date knowledge of DES requirements, ensuring all services are compliant with contractual obligations.
- Produce reports on service delivery performance of ARRS teams and escalate risks or shortfalls to the PCN Senior Leadership Team.
Operational Management of Shrewsbury PCN Health Hub
- Oversee the day-to-day operations of the Health Hub, ensuring it is safe, efficient, and patient-centred.
- Coordinate staff rotas, ensuring appropriate clinical and non-clinical coverage in line with service requirements.
- Conduct regular premises checks, ensuring facilities meet health and safety and operational standards.
- Manage procurement and stock control processes.
Line Management and Team Leadership
- Line management and day-to-day supervision of care coordination staff, ensuring staff are supported in their roles, provided with opportunities for training and professional development and are able to work effectively.
- Monitor care coordination staff performance and their delivery of Network services, highlighting achievements and issues as necessary with the Service Transformation Manager.
- Management of the conduct and capability of team members escalating concerns as necessary to the People Manager in accordance with the organisations HR policies.
- Ensure effective communication within the care coordination team, fostering a collaborative, positive, safe and supportive environment.
Quality Improvement & Governance
- Provide support to member Practice Managers responding to patient complaints relating to PCN services and ARRS staff. Ensure that standard NHS complaints processes are followed, with clear documentation of responses and identifying any escalating themes to the Senior Leadership Team.
- Lead on incident and significant event reporting, coordinating investigation processes and ensuring learning is shared and actioned.
- Action MHRS (Medicines and Healthcare products Regulatory Agency) alerts, including timely dissemniation of evidence-based service improvements (KPIs).
Job description
Job responsibilities
The following are the core responsibilities of the Shrewsbury PCN Operations Manager.
Network DES Delivery
- Support the implementation and monitoring of key DES service areas.
- Maintain up-to-date knowledge of DES requirements, ensuring all services are compliant with contractual obligations.
- Produce reports on service delivery performance of ARRS teams and escalate risks or shortfalls to the PCN Senior Leadership Team.
Operational Management of Shrewsbury PCN Health Hub
- Oversee the day-to-day operations of the Health Hub, ensuring it is safe, efficient, and patient-centred.
- Coordinate staff rotas, ensuring appropriate clinical and non-clinical coverage in line with service requirements.
- Conduct regular premises checks, ensuring facilities meet health and safety and operational standards.
- Manage procurement and stock control processes.
Line Management and Team Leadership
- Line management and day-to-day supervision of care coordination staff, ensuring staff are supported in their roles, provided with opportunities for training and professional development and are able to work effectively.
- Monitor care coordination staff performance and their delivery of Network services, highlighting achievements and issues as necessary with the Service Transformation Manager.
- Management of the conduct and capability of team members escalating concerns as necessary to the People Manager in accordance with the organisations HR policies.
- Ensure effective communication within the care coordination team, fostering a collaborative, positive, safe and supportive environment.
Quality Improvement & Governance
- Provide support to member Practice Managers responding to patient complaints relating to PCN services and ARRS staff. Ensure that standard NHS complaints processes are followed, with clear documentation of responses and identifying any escalating themes to the Senior Leadership Team.
- Lead on incident and significant event reporting, coordinating investigation processes and ensuring learning is shared and actioned.
- Action MHRS (Medicines and Healthcare products Regulatory Agency) alerts, including timely dissemniation of evidence-based service improvements (KPIs).
Person Specification
Other
Essential
- Meet DBS standards and criminal records checks
- Ability to travel across the locality as and when needed
Experience
Essential
- Experience of working in a role that requires a high degree of autonomy
- Experience of coordinating or supporting teams or services
Desirable
- Experience of working in Primary Care
- Experience with data analysis and reporting
- Experience of managing employees
Personal Qualities
Essential
- Flexible and adaptable to team and service needs
- Flexible approach to change
- Reliable, punctual and confident
Knowledge and Skills
Essential
- Able to prioritise own workload
- Proficient in Microsoft Office (Word, Excel, Outlook)
- Excellent written and verbal communication skills
- Excellent planning and organisational skills
- Excellent team working skills
- Able to work independently, showing initiative
- Ability to work under pressure and with a high degree of autonomy
- Ability to lead and contribute to a team
Desirable
- Knowledge of Primary Care Networks and the Network Contract DES specifications
- Able to use clinical information systems
Qualifications
Essential
- Educated to GCSE level (including English and Maths)
Desirable
- Recognised management qualification
Person Specification
Other
Essential
- Meet DBS standards and criminal records checks
- Ability to travel across the locality as and when needed
Experience
Essential
- Experience of working in a role that requires a high degree of autonomy
- Experience of coordinating or supporting teams or services
Desirable
- Experience of working in Primary Care
- Experience with data analysis and reporting
- Experience of managing employees
Personal Qualities
Essential
- Flexible and adaptable to team and service needs
- Flexible approach to change
- Reliable, punctual and confident
Knowledge and Skills
Essential
- Able to prioritise own workload
- Proficient in Microsoft Office (Word, Excel, Outlook)
- Excellent written and verbal communication skills
- Excellent planning and organisational skills
- Excellent team working skills
- Able to work independently, showing initiative
- Ability to work under pressure and with a high degree of autonomy
- Ability to lead and contribute to a team
Desirable
- Knowledge of Primary Care Networks and the Network Contract DES specifications
- Able to use clinical information systems
Qualifications
Essential
- Educated to GCSE level (including English and Maths)
Desirable
- Recognised management qualification
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.
