PCN Operations Lead/Service Delivery Manager
Harlow South Primary Care Network (PCN) has an opportunity for a PCN Operations Lead to join our team. This is a permanent role in the PCN with full‑time hours (37.5 hours per week).
We are looking for a candidate who has experience in Primary Care, preferably in a PCN setting, with operational knowledge and a deep commitment to supporting the delivery of excellent patient care. The candidate should understand the nature of the local NHS Primary and Secondary care and ICB organisational frameworks.
The successful candidate will be part of, and manage, a growing team who are working alongside our GP colleagues to create new and innovative healthcare delivery pathways. They will be responsible for the successful delivery of current projects, and from that success support the creation of new opportunities.
Main duties of the job
The PCN Operations Lead reports to the Clinical Director and PCN Manager, supporting them and the whole service to ensure delivery of high‑quality primary health care within the PCN.
The role is a dynamic, no two days are the same.
The Operations Lead will have responsibility for PCN Strategy Implementation with a focus on Project implementation, Finance, Compliance, Operational administration and patient services delivery. They will support the PCN business plan, delivering support to change management initiatives.
They will have HR management responsibility for the PCN team, including recruitment process for PCN employees, ensuring HR compliance.
They will support the PCN Manager with financial management, project reporting for external commissioners and will manage the PCN Ltd accounts including liaison with payroll providers.
They will maintain PCN policies aligned with practices, ensuring all good governance and compliance requirements are met.
They will communicate effectively and will support improvements to patient and community engagement. They will foster relationships with staff, practices, community, VSO and other organisations. With the NHS Left Shift there is an essential focus on liaison with Integrated Neighbourhood Teams. They will take ownership for resolution of complaints received in the PCN.
They will manage the PCN Estate and stocks.
The PCN Operations Lead will take responsibility for appropriate Health and Safety compliance in the PCN Suite.
Job responsibilities
Job Summary: To support the PCN Manager and Clinical Director to ensure the PCN team can deliver high‑quality primary health care within the Primary Care Network.
PCN Strategy and Implementation
* Support the PCN Manager to ensure the smooth running of the PCN with a strategic focus on Project implementation, Finance & Compliance, Operational administration and patient services delivery.
* To support the delivery of the PCN business plan.
* Offering operational and admin support to new projects, processes or change management initiatives. (e.g. Enhanced Access Clinics; COVID and vaccination delivery; Housebound visit management; Project aligned PCN based clinics)
* Engage and support with collaborative working across the PCN team, liaison with Practices to ensure PCN delivery is in line with practices strategic goals and clinical delivery needs.
* Manage PCN delivery of Enhanced Access provision, working with the PCN Manager to ensure targets and financial budgets are met.
* Strategic & Financial Planning and Coordination of PCN based Time to Learn events, to implement identified learning goals for practice and PCN wide events.
* Ensure PGDs for all vaccinations are maintained and in date.
* Compiling Weekly, Monthly, Quarterly and Annual monitoring reports to aid achievement against contracted PCN targets. Ensuring these are created and updated as necessary in line with current contractual obligations.
* Manage Minutes for meetings (e.g. PCN Board, ICB etc.) – ensuring they are completed in a timely fashion and shared/stored correctly.
People and HR
* Line management responsibility for PCN team.
* Management of recruitment and employment process for all PCN & ARRS employees. Managing the efficient onboarding of new PCN and ARRS employees.
* Complete workforce submission templates as necessary (NWRS).
* Managing the HR function (using TeamNet) for example: Absence management; Overtime; sick leave. Managing PCN and ARRS staff leave and absences to ensure continued delivery of service.
* Support staff in organising any identified training needs.
* Organise ARRS and PCN staff reviews and appraisals, managed using TeamNet, ensure managers aware of dates of appraisals.
* Arrange meetings and hold diaries for Clinical Director.
* Support for Trainee placements in PCN and Practices, coordination with practices.
* Management of Bluestream Mandatory training for all PCN Staff, ensuring completion and compliance.
* Managing Return to Work meetings following sick leave.
* Support the PCN manager to navigate and manage HR events or concerns.
* Liaison with Bright HR as required for HR advice.
Finance and Governance
* Support the PCN Manager with the financial management of the PCN. Including management of the PCN Ltd accounts.
* Act as liaison with the Lead Practice Finance Assistant and Practice Manager.
* Financial support for PCN and practices regarding trainee placements in PCN and Practices, coordination with practices.
* Payroll Management for PCN Ltd including managing deductions for unpaid leave and sick leave in line with contractual agreements, liaison with Iris payroll providers and answering queries.
* Managing NHS Pensions for PCN employees.
* Compiling financial claims ready for submission as part of PCN contracts.
* Prepare Bills for payment using Xero Software, cross checking against expected expenses.
* Making payments for approved expenses, with appropriate remittances.
* Ensure income is identified and recorded against correct funding streams.
* Ensure expected income is invoiced (room facilitation, projects etc).
* Coding and reconciliation for all Revenue and Expenditure in the Xero system for the PCN and PCN Ltd accounts.
* Working with Accountants and resolving any accounting queries.
* Maintain policies and procedures on TeamNet, aligned with PCN practices, ensuring all good governance and compliance requirements are met. Ensuring owners update these in good time.
* Support the PCN Manager with financial reporting and project reporting for external commissioners.
Communications and engagement
* Communicate effectively with PCN staff and PCN practices within the PCN.
* Support PCN to improve patient and community awareness and increase engagement.
* Engage with and support relationships with community, VSO and other external organisations (e.g. PCN Screens; Coordinating visits to practices; TTL attendance; Project support).
* Management of room bookings and room allocation in PCN clinics.
* Support the PCN Manager with project delivery reporting for external commissioners.
* Swift management and resolution of complaints received in the PCN in line with policies and with support from PCN Manager.
* Liaison with Stakeholders in Integrated Neighbourhood Team Leadership as required for operational & financial elements of INT projects.
* Engage with and support relationships with appropriate stakeholders to support the financial viability and good governance of the PCN.
* Day to Day management of PCN suite including daily checks (e.g. Fridge Monitoring, Room cleaning).
* Manage Stock for PCN to ensure smooth, efficient and cost‑effective running of the unit.
* Be responsible for all stock, stationary and medical consumables orders.
* Be responsible for all vaccine orders.
* Ensure cleaning is carried out effectively, including regular audits.
* Report any repairs to Landlord or organise without side contractors.
* Liaison with Landlord regarding rent or other financial matters.
* Facilitate the booking of clinical rooms both internally and with external organisations. Management of room bookings and room allocation in PCN clinics.
* Ensure expected income is invoiced for room facilitation and support the booking of clinical rooms with external organisations.
* Act as first point of call for any user enquiries.
* Responsibility for appropriate Waste Management.
* Manage Shredding and confidential waste management compliance.
Health & Safety
* Responsibility for appropriate Health and Safety Management and compliance within the PCN Suite.
* Liaison with BrightSafe as required for Health & Safety advice.
*The above are not an exhaustive list of duties or responsibilities associated with the role and you may be assigned other duties by the PCN Clinical Director, PCN Manager and PCN Board to meet the business objectives.
Person Specification
Qualifications
* GCSE grade A to C in English and Maths.
* Experience in HR as well as an up to date knowledge of current employment legislation, premises management, IT and complaint handling.
* Qualified to NVQ level 2 in Health and Social Care.
Communications and engagement
* Strong interpersonal and organisation / multi-tasking skills.
* Evidence of effective communication with internal and external stakeholders, including service users and commissioners.
* Experience of complaint handling.
Experience
* Knowledge of general practice processes and procedures.
* Experience of working in a GP practice.
* Experience working with confidential and sensitive data.
* Ability to work to tight deadlines.
* Experience of working in an ever‑evolving environment, with an ability to cope with regular change.
* Ability to use initiative and judgement.
* Forward thinking with a solutions focused approach.
IT Skills
* Knowledge of Xero accounting system.
* Knowledge of SystmOne Patient management system.
* Expert knowledge of Microsoft Office suite.
* Prior knowledge of TeamNet at a management level.
* GDPR compliance knowledge.
* Experience working with confidential and sensitive data.
People and HR
* Previous Line management responsibility.
* Knowledge of PCN ARRS contracts.
* Experience in HR as well as an up to date knowledge of current employment legislation.
* Knowledge of Equality and Diversity standards.
* Working knowledge of TeamNet.
* Experience Supporting staff training needs and mandatory training.
* Experience managing reviews and appraisals.
* Experience managing staff recruitment in NHS.
* Knowledge of Health and Safety legislation and compliance.
* Experience in premises management.
* Cold chain trained and vaccine management knowledge.
* Knowledge of IPC including Waste Management.
* Ability to work autonomously and to identify and act on challenges and risk.
* Proposing updates to the Health & Safety Policy, Health & Safety Manual, and Infection Control policy and published procedures.
Finance and Governance
* Use of Xero accounting software (including coding and reconciliation).
* Knowledge of PCN contracts (ARRS; IIF; CAP; CAIP; CHP; WAF; ICB; PCSE).
* Experience managing payroll and NHS pensions.
* Knowledge of CQC compliance and good governance.
* Experience of working to NHS targets.
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.
Salary: £15.00 - £18.00 depending on experience.
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