Job Purpose The N&W Operations Manager will be responsible for and provide operational management to roles employed through the Additional Roles Reimbursement Scheme (ARRS) and PCN funded schemes. The post holder will support the Clinical Director and PCN Development Manager with managing the implementation of identified projects, supporting achievement of contractual targets and PCN contracts. The post holder will ensure that the additional roles team are fully embedded within PCN teams, providing high quality patient care. They will ensure that the additional roles team are set objectives and KPIs which align to the PCNs vision, priorities and requirements of the contracts, and this process is undertaken in co-production with the practices, keeping all stakeholders updated. They will keep practices sighted on the requirements of the PCN contracts and progress made by the additional roles staff against their objectives and KPIs. They will also undertake all aspects of line management of the additional roles team, including managing annual leave, sickness, complaints and disciplinaries. The post holder will support the development of, and compliance with, internal and external policy, procedure and guidelines, clinical governance (where applicable), quality improvement, and working within a delegated budget. They will support the PCN to adopt new technology to enhance patient care and improve data quality. The role will also include supporting collaboration between practices and the PCN to support the delivery of care to each others patients, increasing operational efficiency and building resilience within primary and secondary care. The post holder will work with the PCN team to identify opportunities for new and innovative service developments and lead on them in accordance with national strategy and emerging knowledge and techniques. The post holder will deputise for the Primary Care Network (PCN) Development Manager as required. PRIMARY DUTIES AND AREAS OF RESPONSIBILITIES Key Responsibilities and Duties: To develop robust operational plans to implement directives agreed by the PCN Practices with Development Manager and Clinical Directors Works collaboratively with teams across the network to deliver a safe and effective service which makes the best use of available resources Assists in the resolution of any complaints, resolving informal complaints locally and assisting in the investigation of and response to formal complaints as required Is aware of performance and quality indicators for all aspects of Primary Care Convenes and leads relevant meetings, ensuring outcomes are recorded and shared with member practices and key stakeholders To oversee and manage ARRS/PCN staff, ensuring that services are delivered according to SLAs and/or Job Descriptions and operational plans Leads recruitment of staff in collaboration with Taurus HR department, developing job descriptions and personal specifications for new roles identified by the network Operationally manages specified staff within N&W PCN including sickness, absence, performance, professional development, and training Liaises with clinical supervisors and additional roles staff, gathering feedback from N&W Practices and reporting on team KPIs to the practices, providing support to the additional roles team when required. Identifies any challenges with regards to recruitment and retention of additional roles staff and making any required changes Ensures that all staff are compliant with Taurus and Practice requirements by undertaking staff appraisals with support from clinical supervisors where necessary, working in partnership with the Training Hub to contribute to the training needs analysis and workforce development Management of rotas to ensure services are adequately covered, liaising with practice teams to ensure that they are informed of rotas. To implement and maintain PCN services supporting delivery of network contracts and performance targets including: PCN DES specifications, Impact & Investment Fund (IIF) targets, Enhanced Services, and local contracts. Explores new patient pathways in conjunction with PCN staff and practices to support General Practice resilience, contract delivery and enhance patient care Contributes to setting KPIs to monitor services and review these against performance to measure the impact of roles for patients and General Practice workforce Works closely with the relevant teams and Practices to support network implementation of agreed service changes, pathways, and quality improvement Helps staff within the N&W PCN understand and support delivery of its strategic objectives and outcomes framework Uses business intelligence and clinical data to report on services performance to PCN practices, Development Manager and Clinical Directors Seeks ways to use new technologies to improve productivity, enhance patient access and experience and to improve data quality. To deputise for the PCN Development Manager as required To support effective mechanisms for clinical governance and quality improvement in clinical practice, in partnership with medical. To encourage all staff to recognise their role in governance and quality. Please see attached job description for full details.