SPOC Business Support Team Lead

Job description

Job responsibilities

Role purpose

The SPOC Business Support Team Lead will work alongside the SPOC People Team Lead and the SPOC team along with the GP Practices and patient services in the implementation of service delivery, improvement, and incorporation of new services. This role is pivotal to delivery of the Sutton PCNs strategy to improve the quality of primary care. The postholder will need to engage with service teams, managers, nurses, GPs, administrators, ARRS staff and practice staff to understand opportunities and challenges in delivery of current services.

The postholder will work closely with internal Sutton PCN Services, PCN Member Practices. As well as other providers where appropriate.

Duties and responsibilities

Part A specific responsibilities

SPOC Team

1. To work with the SPOC People Team Lead to manage, operate and report on a call and recall service to support Sutton PCN practices and services

2. To manage KPIs, clinical targets and achievement (e.g., flu, cervical screening, diabetes) and ensure that all recall administration is completed as required.

3. To support service managers and their alignment with service accessibility into single point of access

4. Manage the integration of SPOC into new services and support packages offered to PCN practices

5. Monitoring and managing SPOC team output:

- Altering EMIS Web templates and protocols as and when required

- Create, run and report on Emis searches relevant to the services SPOC will be undertaking

- Planning clinics alongside other service managers

- Planning and implementing the PCN support offer for the annual flu campaign

- Ensuring accurate SNOMED coding and dealing with queries in relation to coding

- Performing list cleansing exercises to assist with data quality

- Monitoring, spot-check and processing administrative tasks undertaken by team

- Administering the call and recall system for NHS Health checks, cervical screening,

- Performing searches of the database as required, to assist with audit or otherwise

- Reporting against KPI and 5 CQC Key Lines of Enquiry for the Quality & Performance Dashboards

- Undertake and report audits on the tasks undertaken within the SPOC team

6. To analyse, interpret information and/or data and present to highlight issues, risks and support decision making.

7. To undertake all supporting documentation to accompany the service e.g., SOP, Business Continuity Plan, Performance Dashboard/Report, Quality Dashboard/Report, Schedules and ensuring the service is CQC compliant.

You will be required to undertake all other duties that may be reasonably asked of you.

Part B generic responsibilities for portfolio

In common with the other line managers, the post holder will be expected to carry out the following tasks within their portfolio:

Strategic leadership

1. To ensure that there is effective leadership and coherent frameworks in place for the topics in the post holders responsibilities.

Improving the performance of PCN Services

1. To performance manage the services allocated to the postholder, ensuring that explicit performance agreements are developed, targets are met and, where there is deviation from agreed performance levels, that recovery plans are developed and delivered.

Line Management

1. All line managers, as part of their responsibility have a legal obligation to eliminate harassment, which they are, or should be, aware of. They are also responsible for recognising stress amongst their staff and take appropriate action to minimise the effects.

2. Responsible for the line effective management of staff reporting to the post holder to include recruitment, performance appraisal, sickness absence, development planning and managing personal conduct and competence.

3. As a dedicated budget holder will be responsible for the effective use, monitoring and management of budgets and other resources allocated to own function.

General - Applicable to all roles

Health & Safety

The post-holder will implement and lead on the full range of promotion and management of their own and others health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures. This will include (but will not be limited to):

Ensure jobholders across the practice adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management.

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

Using personal security systems within the workplace according to practice guidelines

Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks across the business

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

Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiation of remedial/corrective action where needed

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

Keeping own work areas and general/patient areas generally clean, identifying issues and hazards/risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation (where appropriate) with other sector managers

Routine management of own team/team areas, and maintenance of workspace standards

Demonstrate due regard for safeguarding and promoting the welfare of children.

Communication & relationships

Maintain constructive relationships with a broad range of internal and external stakeholders.

Participate in working groups, projects, services, and initiatives which develop the role and the PCNs within Sutton and across SWL.

Develop broader relationships across Sutton and at ICS level to support consistency of the PCNs

Persuade practices and key health & social care leaders about the importance of a workforce initiative or programme

Be a point of contact to resolve queries and create new opportunities

Equality and diversity:

The post-holder will support the equality, diversity and rights of all those around them and 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, other staff 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.

Quality & governance:

The post-holder will strive to maintain quality:

Alert other team members to issues of quality and risk

Assess own performance and take accountability for own actions, either directly or under supervision

Work effectively with individuals in other organisations

Effectively manage own time, workload and resources

Personal/professional development:

The post-holder will participate in any training programme implemented by the practice 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
• Contribution to the implementation of services

The post-holder will:

• Apply PCN policies, standards and guidance
• Discuss with other members of the team how the policies, standards and guidelines will affect own work
• Participate in audits where appropriate

EQUALITY ACT 2010

PCNs will not tolerate discrimination relating to race, gender, social class, age, religion, sexual orientation, appearance, disability or medical condition

CONFIDENTIALITY

Your attention is drawn to the confidential nature of information collected within the National Health Service. The unauthorised use or disclosure of patient or other personal information is regarded as gross misconduct and will be subject to the PCNs Disciplinary Procedure and could result in a prosecution of an offence or action for civil damages under the Data Protection Act 2018.

JOB DESCRIPTION

This job description will be subject to discussion and review and changes in the job description may be made, by agreement, at any time.

Hours: 37.5 hours weekly / 7.5 hours day (times vary between 08:30 18:30)

Accountable to:Deputy Head of Patient Services

Sutton Primary Care Networks A primary healthcare organisation committed to quality care and health improvement in the community (www.suttonpcns.co.uk)

Organisation:

Sutton Primary Care Networks: Wallington PCN, Carshalton PCN, Central Sutton PCN, Cheam & South Sutton PCN

Key relationships:

• SPOC Team
• Practice Managers
• Service Managers
• Head of Patient Services
• Deputy Head of Patient Services
• IT & Digital Managers
• GP practices
• Providers of secondary care and non-acute services
• Independent sector providers
• Colleagues across Sutton NHS & ICB
• Shared service colleagues, Local Authority colleagues and other key stakeholders
• All internal teams.

Person Specification

Experience

Essential

• Experience in general practice
• Experience in line management
• Experience in communicating highly complex, sensitive or contentious information
• Expertise in managing teams, including the experience of line management and recruitment and selection; performance management and management of sickness absence.
• Demonstrated capability to plan over short, medium and long-term timeframes and adjust plans and resource requirements accordingly.
• Experience using EMIS, DART, ERS, ACCURX and other general practice software

Desirable

• Experience of working across Primary, Secondary & Community
• Experience of budget setting, management and monitoring
• Experience of developing and evaluating service delivery in line with KPIs and CQC 5-KLOEs

Knowledge

Essential

• Understanding of primary care
• In depth knowledge of NHS strategy, policy and guidance and understanding of the determinants of health.
• Good knowledge of primary care contractual and delivery processes and issues
• Good knowledge of health service management, project management and change management

Skills (Evidenced)

Essential

• Able to disseminate information appropriately and to facilitate collaborative working across the multiple services.
• Ability to make judgements where there are conflicting views and there is a need to make decisions on complex issues.
• Excellent organisational skills including the ability to plan, organise broad range of complex activities, work with simultaneous deadlines and take on new areas of work.
• Excellent communication skills including the ability to persuade, influence and motivate others.
• Ability to interpret data (at times complex) using multiple systems e.g. excel spreadsheets, Health Insights.
• Ability to plan and implement new ways of working and to share knowledge and experience with other members of the team.
• Ability to lead/manage and motivate teams offering strategic direction and future planning.
• Ability to identify and take risks.
• Ability to take a strategic overview and
• Ability to think long term whilst hitting early milestones and targets.

Desirable

• Change management
• Knowledge of audit and research methodology

PERSONAL ATTRIBUTES (demonstrable)

Essential

• Self-motivated and proactive
• Ability to work to tight deadlines
• Flexible and adaptable.
• Team player
• Ability to concentrate on specific and complex matters, whilst dealing with unplanned interruptions.
• Responsiveness to change
• Active Problem Solver
• Personal Integrity

Other requirements (if applicable)

Essential

• Ability to travel routinely within the Borough of Sutton, as required, for the role.

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

Sutton Primary Care Networks

Address

Sutton Primary Care Networks

Railway Approach

Wallington

Surrey

SM6 0DZ