Job summary Patient Services Team Leader will work alongside other patient services team leaders to support the SPOC/Call & Recall team along with the Enhanced Access Service.The Team Lead will work with Sutton GP Practices and patient services managers in the implementation of service delivery, improvement, and incorporation of new services.The postholder will need to engage with service teams, managers, nurses, GPs, administrators, ARRS staff & 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. Specific responsibilities 1. Manage operate and report on patient services on behalf of Sutton PCN. 2. To manage SPOC KPIs, clinical targets and achievement (e.g., NHS Health Checks, Spirometry, Womens Health etc) 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. Supervise and support team members, providing guidance and assistance as needed, conducting regular performance reviews and identifying development needs. 6. Monitoring and managing SPOC team output: -Altering EMIS Web templates and protocols as and when required Main duties of the job -Create, run and report on Emis searches relevant to the services SPOC will be undertaking - 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 7. Supporting Enhanced Access Service- Monthly reception Audits/Reporting; Management of Lantum, locum system; Review and stock ordering; 2 WWR administration - EMIS Template management Creating clinics - The list above is not exhaustive and may include additional responsibilities as required.8.To analyse, interpret information and/or data and present to highlight issues, risks and support decision making. 9.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. 10.Undertake Audits for patient services You will be required to undertake all other duties that may be reasonably asked of you. About us The Sutton Primary Care Networks is the collaborative vehicle for the four Sutton PCNs and the former Sutton GP Federation working together as a single entity. We are a Community Interest Company that aims to reinvest surpluses back into general practice and primary care for the benefit of our practices and the people who form the communities we serve. Sutton has four PCNs whose boundaries are based on historical relationships and groupings of organisations. There are some similarities of residents health and care needs unique to a particular PCN, and many more needs that are shared across all four PCNs. Primary Care Networks (PCNs) are a key part of the NHS Long Term Plan, with all general practices being required to be in a network by June 2019, and ICBs being required to commit recurrent funding to develop and maintain them. The networks will have expanded neighbourhood teams which will comprise a range of staff such as GPs, pharmacists, district nurses, community geriatricians, dementia workers and Allied Health Professionals such as physiotherapists and podiatrists/chiropodists, joined by social care and the voluntary sector. Under the plans, all general practices will be aligned to a PCN, covering 30,000-50,000 patients, with local Enhanced services funded by ICBs and provided through the new network contracts. Date posted 10 March 2025 Pay scheme Other Salary £35,000 a year Contract Permanent Working pattern Full-time Reference number A2700-25-0014 Job locations Thomas Wall Centre 52 Benhill Avenue Sutton Surrey SM1 4DP Job description Job responsibilities 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 Job description Job responsibilities 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 Person Specification 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 Desirable Change management Knowledge of audit and research methodology. 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 Desirable Change management Knowledge of audit and research methodology. Experience Essential Understanding of primary care Ability to travel routinely within the Borough of Sutton, as required, for the role. 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 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. Desirable Change management Knowledge of audit and research methodology Qualifications Essential GCSE English Grade C or equivalent Maths Grade C or equivalent 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 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 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 Experience is reporting using EXCEL or POWER BI Person Specification 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 Desirable Change management Knowledge of audit and research methodology. 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 Desirable Change management Knowledge of audit and research methodology. Experience Essential Understanding of primary care Ability to travel routinely within the Borough of Sutton, as required, for the role. 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 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. Desirable Change management Knowledge of audit and research methodology Qualifications Essential GCSE English Grade C or equivalent Maths Grade C or equivalent 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 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 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 Experience is reporting using EXCEL or POWER BI 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. UK Registration Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window). Additional information 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. UK Registration Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window). Employer details Employer name Sutton Primary Care Networks Address Thomas Wall Centre 52 Benhill Avenue Sutton Surrey SM1 4DP Employer's website https://www.suttonpcns.co.uk/ (Opens in a new tab)