Operational Manager
This job is now closed
Job summary
Providing operational management to the South East Primary Care Network and senior management and oversight of Health and Beyond practices/hubs.
There will be full support in this role from the Managing Director, Clinical Director and Partners as well as other members of the Management Team who will be intrinsic to a team approach with the aim to improve quality and efficiency across the business.
An experienced manager from within the general practice sector who is able to demonstrate cathartic leadership and management skills to achieve improvements whilst managing and reducing risks that may exist.
Main duties of the job
Must be able to work with a multiple professionals both within practice/hubs and all levels of the organisation in addition to having a clear understanding of the PCN DES to effectively deliver services and manage the teams within to provide services that are conducive with the requirements of the DES and the Boards expectations.
About us
Our vision is to develop a partnership between patients and our clinicians that allow us together to deliver high quality health and social care services, and meet the needs of the population of Wolverhampton and beyond.
As Health and Beyond we are committed to working together to ensure our communities receive the best evidence based care possible, and will strive to ensure that patients views are heard and that their journey through Health and Beyond health system is seamless through integration and strong partnership working with our stakeholders.
Delivering excellence in innovation that benefits patients, employees and commissioners with strong inter-professional programs and bespoke care.
Including South East Primary Care Network which is within our geographical area.
Details
Date posted
12 June 2024
Pay scheme
Other
Salary
£50,953 to £57,349 a year
Contract
Permanent
Working pattern
Full-time
Reference number
A3491-24-0027
Job locations
Wolverhampton Primary Care Trust
Neachells Lane
Wolverhampton
WV11 3PG
Job description
Job responsibilities
Job Responsibilities:
Provide support to the Managing Director and Clinical Director, occasionally deputising for them at meetings, events and engagements.
Provide leadership and management to enable the Health & Beyond (H&B) Group to meet its agreed aims and objectives within a safe, effective, efficient and profitable working environment.
Project manage and implement new initiatives and changes to service and care delivery both at practice/hub and PCN level, whichever may be the case.
Ensure cross organisational working is well communicated and understood among teams in order for them to work effectively together to provide well understood efficient team working and patient care.
Monitor and respond to hub/practice performance via centralised data dashboard(s) in order to sustain high standards of organisational performance, ensuring shortfalls in performance are understood and remedial actions with corresponding support is in place to recover to the expected standard. This may require detailed recovery plans or a simplified SBAR to define the problem and resolution.
Embrace innovation and service improvement/development opportunities that arise for both practice/hub and PCN.
Actively engage in due diligence and quality assurance requirements working in partnership with other teams/professionals both within and external to H&B.
To oversee the efficient working of the PCN, to line manage staff groups and contract manage services and roles within the remit of the additional roles reimbursement scheme (ARRS) working in tandem with the Digital and Transformation Manager.
Support the Managing Director by leading on operational projects and implementing new ways of working/change in practice.
Provide cover for Hub Manager(s) in the event of leave/sickness and mentoring/coaching support to enable them to be the best they can be in their role/service area.
Co-ordinate and manage performance reporting for all Hubs/Practices sometimes collating data and presenting on behalf of practices/hubs and the PCN.
Support and manage the acquisition of new practices and/or mergers of GMS/APMS contracts
Actively lead on audits and due diligence activities relevant to the operational arm of the business
Work in close liaison with Hub/Practice Managers and the Management Team as well as Lead GPs and Partners/members of the Board.
Ensure the CQC Tracker for all operational areas of the business is populated with accurate and appropriate content to demonstrate how each quality standard is being met, including supporting managers to achieve what is required for their practice/hub/service.
Take an active role in the planning and management of CQC inspections ensuring all supporting information is readily available, provided within timescale and such inspections are well organised both internal mock inspections and external requests from regulatory inspectors.
Operational Leadership and Management
Monitor and evaluate performance of the Operational Team on behalf of the Managing Director to ensure H&B values, quality standards and operational working is to the highest standards that are reasonably achievable for the business/sector.
Gathering data from various sources performance dashboards - that will ensure the efficiency and effectiveness of all contracts and local, indicators and priorities is closely scrutinised and opportunities for continuous improvement are identified and considered with service and director colleagues.
Encourage innovation and support the Managing Director to develop the management team to work cohesively in support of each other and celebrate successes, achievements.
Support the implementation of change management projects that are required across the operational arm of the business.
Develop and maintain effective communication both within the group and with relevant outside agencies.
Help prepare and annually update the Health and Beyond Group cost and quality improvement plan, and support the implementation of the aims and objectives of safe and effective service delivery.
Work as part of a team to support peers to address shortfalls in performance
Lead change to service and organisational challenges to improve quality including safety, experience and effectiveness whilst also fulfilling contractual and incentivised expectations.
Support the development digital technologies encouraging wide provision of services available via the NHS App, website(s) and other technologies that enable clinical administration to be managed differently ie via artificial intelligence.
Develop and maintain H&B group protocols, policies and procedures, review and update as required to ensure their relevance, auditing periodically and reporting on findings.
PCN Management
Keep up to date with all network legislation and guidance and ensuring that the PCN Board is fully supported both in its planning and organisation of board meetings and its work programme with administrative support from the corporate executive assistant(s).
Liaising with practices to ensure that, as necessary, all managers and clinicians are aware of administrative and clinical requirements of PCN legislation and guidance.
Support the scheduling, administration, attendance and minuting of PCN meetings.
Planning and implementing all ARRS staff requirements, including employing, managing, motivating and developing all staff employed to work at PCN level. All in accordance with pertaining policies and procedures, including performance management and absence management matters.
Operational and project management of all identified or directed PCN level projects or projects that benefit all PCN practices.
Stakeholder liaison internally and externally to the PCN making and building relationships as required.
To identify funding and workstream opportunities for the PCN and apply or bid as directed, embracing income generation opportunities.
On behalf of the PCN to be the key point of contact regarding national and local PCN guidance and legislation attending meetings as required.
Being responsible for and support the timely return of all network information, reporting and statistics as required within the organisation as well in response to local or national requests and requirements.
Close working with the Digital and Transformation Manager taking dual line management responsibility for the PCN Care Co-ordinator/Supervisor with data collection, reporting and analysis of all PCN activities.
Main point of contact for incentive schemes, locally commissioned activities and the management of these activities in conjunction with named clinical professionals. Providing data and relevant information in line with commissioning requirements to demonstrate achievement.
Management of Staff
Ensure safe staffing levels are planned and maintained to ensure core service requirements are achieved as a minimum
Review and respond to identified changes in hub needs including workforce planning and service redesign where appropriate
Manage recruitment of hub managers and PCN roles including on-boarding and off-boarding process for new and departing staff
Support staff induction for new employees, trainees and students coming to work within relevant service areas both clinical and non clinical
Support staff training to the level of competency required for their position and ensuring fully documented appraisals are undertaken annually with corresponding personal development plans in place to aid achievement and high standards of performance are sustained
Ensure staff/teams have regular team meetings to aid good information exchange, person/team performance is pro-actively monitored and managed
Contribute to workforce development and succession planning
Support the maintenance of administration and clinical staff rotas and the management of annual leave and gaps arising as a result of sickness and other types of leave
Initiate effective measures to deal with matters relating to discipline, disputes or grievances in conjunction with the HR Team
Ensure staff are supported in their roles and that return to work and exit interviews are undertaken
Ensure development plans are in place for managers and regular meetings and training and development sessions are in place.
Patient experience
Pro-actively monitor patient feedback ensuring all relevant responses are made in a timely manner to both informal and formal feedback including online, verbal and written complaints. All in accordance with the systems and processes defined by the Quality Assurance Manager.
Take an active role in trend analysis available from the Quality Assurance Managers reports and management system for patient feedback helping to identify learning opportunities and where necessary identifying improvement actions/opportunities in order to reduce negativity and less favourable experiences of care.
Ensure that national GP survey results are reviewed with the management team identifying areas for improvement and a corresponding action plan in place to drive up satisfaction levels, whilst maintaining areas of the survey that are meeting standards.
Ensure each hub manager for their respective hub(s) and the PCNs online content is reviewed and kept up to date (NHS.uk, website, etc.) in liaison with the relevant service provider via the Digital and Transformation Team
Job description
Job responsibilities
Job Responsibilities:
Provide support to the Managing Director and Clinical Director, occasionally deputising for them at meetings, events and engagements.
Provide leadership and management to enable the Health & Beyond (H&B) Group to meet its agreed aims and objectives within a safe, effective, efficient and profitable working environment.
Project manage and implement new initiatives and changes to service and care delivery both at practice/hub and PCN level, whichever may be the case.
Ensure cross organisational working is well communicated and understood among teams in order for them to work effectively together to provide well understood efficient team working and patient care.
Monitor and respond to hub/practice performance via centralised data dashboard(s) in order to sustain high standards of organisational performance, ensuring shortfalls in performance are understood and remedial actions with corresponding support is in place to recover to the expected standard. This may require detailed recovery plans or a simplified SBAR to define the problem and resolution.
Embrace innovation and service improvement/development opportunities that arise for both practice/hub and PCN.
Actively engage in due diligence and quality assurance requirements working in partnership with other teams/professionals both within and external to H&B.
To oversee the efficient working of the PCN, to line manage staff groups and contract manage services and roles within the remit of the additional roles reimbursement scheme (ARRS) working in tandem with the Digital and Transformation Manager.
Support the Managing Director by leading on operational projects and implementing new ways of working/change in practice.
Provide cover for Hub Manager(s) in the event of leave/sickness and mentoring/coaching support to enable them to be the best they can be in their role/service area.
Co-ordinate and manage performance reporting for all Hubs/Practices sometimes collating data and presenting on behalf of practices/hubs and the PCN.
Support and manage the acquisition of new practices and/or mergers of GMS/APMS contracts
Actively lead on audits and due diligence activities relevant to the operational arm of the business
Work in close liaison with Hub/Practice Managers and the Management Team as well as Lead GPs and Partners/members of the Board.
Ensure the CQC Tracker for all operational areas of the business is populated with accurate and appropriate content to demonstrate how each quality standard is being met, including supporting managers to achieve what is required for their practice/hub/service.
Take an active role in the planning and management of CQC inspections ensuring all supporting information is readily available, provided within timescale and such inspections are well organised both internal mock inspections and external requests from regulatory inspectors.
Operational Leadership and Management
Monitor and evaluate performance of the Operational Team on behalf of the Managing Director to ensure H&B values, quality standards and operational working is to the highest standards that are reasonably achievable for the business/sector.
Gathering data from various sources performance dashboards - that will ensure the efficiency and effectiveness of all contracts and local, indicators and priorities is closely scrutinised and opportunities for continuous improvement are identified and considered with service and director colleagues.
Encourage innovation and support the Managing Director to develop the management team to work cohesively in support of each other and celebrate successes, achievements.
Support the implementation of change management projects that are required across the operational arm of the business.
Develop and maintain effective communication both within the group and with relevant outside agencies.
Help prepare and annually update the Health and Beyond Group cost and quality improvement plan, and support the implementation of the aims and objectives of safe and effective service delivery.
Work as part of a team to support peers to address shortfalls in performance
Lead change to service and organisational challenges to improve quality including safety, experience and effectiveness whilst also fulfilling contractual and incentivised expectations.
Support the development digital technologies encouraging wide provision of services available via the NHS App, website(s) and other technologies that enable clinical administration to be managed differently ie via artificial intelligence.
Develop and maintain H&B group protocols, policies and procedures, review and update as required to ensure their relevance, auditing periodically and reporting on findings.
PCN Management
Keep up to date with all network legislation and guidance and ensuring that the PCN Board is fully supported both in its planning and organisation of board meetings and its work programme with administrative support from the corporate executive assistant(s).
Liaising with practices to ensure that, as necessary, all managers and clinicians are aware of administrative and clinical requirements of PCN legislation and guidance.
Support the scheduling, administration, attendance and minuting of PCN meetings.
Planning and implementing all ARRS staff requirements, including employing, managing, motivating and developing all staff employed to work at PCN level. All in accordance with pertaining policies and procedures, including performance management and absence management matters.
Operational and project management of all identified or directed PCN level projects or projects that benefit all PCN practices.
Stakeholder liaison internally and externally to the PCN making and building relationships as required.
To identify funding and workstream opportunities for the PCN and apply or bid as directed, embracing income generation opportunities.
On behalf of the PCN to be the key point of contact regarding national and local PCN guidance and legislation attending meetings as required.
Being responsible for and support the timely return of all network information, reporting and statistics as required within the organisation as well in response to local or national requests and requirements.
Close working with the Digital and Transformation Manager taking dual line management responsibility for the PCN Care Co-ordinator/Supervisor with data collection, reporting and analysis of all PCN activities.
Main point of contact for incentive schemes, locally commissioned activities and the management of these activities in conjunction with named clinical professionals. Providing data and relevant information in line with commissioning requirements to demonstrate achievement.
Management of Staff
Ensure safe staffing levels are planned and maintained to ensure core service requirements are achieved as a minimum
Review and respond to identified changes in hub needs including workforce planning and service redesign where appropriate
Manage recruitment of hub managers and PCN roles including on-boarding and off-boarding process for new and departing staff
Support staff induction for new employees, trainees and students coming to work within relevant service areas both clinical and non clinical
Support staff training to the level of competency required for their position and ensuring fully documented appraisals are undertaken annually with corresponding personal development plans in place to aid achievement and high standards of performance are sustained
Ensure staff/teams have regular team meetings to aid good information exchange, person/team performance is pro-actively monitored and managed
Contribute to workforce development and succession planning
Support the maintenance of administration and clinical staff rotas and the management of annual leave and gaps arising as a result of sickness and other types of leave
Initiate effective measures to deal with matters relating to discipline, disputes or grievances in conjunction with the HR Team
Ensure staff are supported in their roles and that return to work and exit interviews are undertaken
Ensure development plans are in place for managers and regular meetings and training and development sessions are in place.
Patient experience
Pro-actively monitor patient feedback ensuring all relevant responses are made in a timely manner to both informal and formal feedback including online, verbal and written complaints. All in accordance with the systems and processes defined by the Quality Assurance Manager.
Take an active role in trend analysis available from the Quality Assurance Managers reports and management system for patient feedback helping to identify learning opportunities and where necessary identifying improvement actions/opportunities in order to reduce negativity and less favourable experiences of care.
Ensure that national GP survey results are reviewed with the management team identifying areas for improvement and a corresponding action plan in place to drive up satisfaction levels, whilst maintaining areas of the survey that are meeting standards.
Ensure each hub manager for their respective hub(s) and the PCNs online content is reviewed and kept up to date (NHS.uk, website, etc.) in liaison with the relevant service provider via the Digital and Transformation Team
Person Specification
Qualifications
Essential
- - Prior experience in a primary care setting
Person Specification
Qualifications
Essential
- - Prior experience in a primary care setting
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
Health and Beyond
Address
Wolverhampton Primary Care Trust
Neachells Lane
Wolverhampton
WV11 3PG
Employer's website
Employer details
Employer name
Health and Beyond
Address
Wolverhampton Primary Care Trust
Neachells Lane
Wolverhampton
WV11 3PG
Employer's website
Details
Date posted
12 June 2024
Pay scheme
Other
Salary
£50,953 to £57,349 a year
Contract
Permanent
Working pattern
Full-time
Reference number
A3491-24-0027
Job locations
Wolverhampton Primary Care Trust
Neachells Lane
Wolverhampton
WV11 3PG