Job Description
Job title: Enhanced Access & Call/Recall Team Lead
Working hours: 37.5 hours per week – Monday – 12:00 – 20:00, Tuesday – Friday 09:00 – 17:00 unless cover is needed for the EA Team then you may be required to work later. (split evenly between Enhanced Access and Call/Recall responsibilities)
Salary: £35,000 (or as agreed)
Job location: Thomas Wall Centre & Cantium House (with travel across Sutton sites)
Accountable to: Patient Services Manager
Responsible to: Head of Patient Services, Deputy Head of Patient Services, Patient Services Manager & Medical Operations Lead
Key Working Relationships
Internal
· HR Team, Finance Team, PCN management team
CDs, Practice managers and Practice staff
Staff within patient services and PCN development team
Leads and staff within Centralised functions (e.g. IT, Health and Wellbeing, Enhanced Access)
External
· NHS England, CCG, NHS provider/partner organisations and other relevant NHS bodies.
CQC, Royal Colleges and other regulatory or professional bodies.
Public Health England and other local Authority bodies or functions.
Third sector agencies and other key interest groups/ stakeholders.
Job Overview
This hybrid role combines leadership of the Enhanced Access (EA) service and the Single Point of Contact (SPOC) Call & Recall team. The postholder will oversee day-to-day operations, staff supervision, rota management, service delivery, and performance reporting across both domains. They will ensure high-quality patient services, support strategic development, and maintain compliance with clinical and operational standards.
Key ResponsibilitiesEnhanced Access (50%)
· Manage EA reception staff and rota coordination across hub sites.
· Liaise with agencies and pool staff to fill vacant sessions.
· Confirm shifts and synchronise rotas across Lantum and EMIS.
· Monitor clinic bookings and troubleshoot operational issues.
· Maintain EA Teamnet page and update guides.
· Support onboarding and induction of EA staff.
· Review and approve invoices, audit hub usage, and manage stock/vaccine distribution.
· Ensure compliance with CQC standards and health & safety protocols.
· Participate in patient recall and reception duties as needed.
· Responsible for the agenda, minute-taking and circulation of non-clinical meetings for reception, and GP and operational meetings
Call & Recall / SPOC (50%)
· Lead the SPOC team in delivering call and recall services (e.g., NHS Health Checks, Cervical Screening).
· Manage EMIS templates, SNOMED coding, and data quality exercises.
· Plan clinics and support service integration into SPOC.
· Monitor KPIs and report against CQC Key Lines of Enquiry.
· Conduct audits and performance reviews.
· Develop SOPs, Business Continuity Plans, and dashboards.
· Support new projects planning and implementation.
· Liaise with practices and service managers to improve accessibility and service uptake.
· Monitor staff sickness in accordance with the sickness policy, carry out 1:1, return to work interviews, and take appropriate action (with the support of PCNs HR team) when trigger points are breached.
· Implementing new processes and policies
· Responsible for the agenda, minute-taking and circulation of non-clinical meetings
· Provide support to the EA Team Leader and oversee service operations in their absence
General Responsibilities
· Provide strong leadership and foster a positive team culture.
· Ensure effective governance, risk management, and strategic alignment.
· Promote equality, diversity, and patient centered care.
· Maintain confidentiality and adhere to data protection policies.
· Ensure health & safety compliance across all service areas.
· Participate in training, development, and annual performance reviews.
· Represent the PCN in working groups and stakeholder meetings.
Person Specification
Qualifications
· Essential: 5 GCSEs or equivalent; Team management qualification or equivalent experience
· Desirable: Degree or equivalent experience
Experience
· Essential: Team leadership experience, EMIS, Lantum, DART, ACCURX; Line management; Performance reporting, experience across Primary, using Emis.
· Desirable Budget management; KPI/CQC reporting
Skills
· Essential: Strong organisational, communication, and problem-solving skills; Ability to lead teams and manage change; Data analysis and reporting
· Desirable: Change management; Audit and research methodology
Personal Attributes
· Essential: Self-motivated, resilient, adaptable, team player, proactive
· Desirable: Ability to develop networks and support cross-functional collaboration
Other Requirements
· Essential: Full UK driving license and access to a vehicle; Ability to travel across Sutton
Job Type: Full-time
Pay: Up to £35,000.00 per year
Benefits:
* On-site parking
Work Location: In person
Application deadline: 21/09/2025