PCN Operations Manager

Posting date:	07 January 2026
Salary:	£35,196 to £41,063 per year
Additional salary information:	£35196 - £41063 a year
Hours:	Full time
Closing date:	25 January 2026
Location:	Nottingham, NG2 7PX
Company:	NHS Jobs
Job type:	Permanent
Job reference:	A0045-26-0002

Summary

JOB DESCRIPTION JOB TITLE PCN Operations Manager REPORTS TO PCN Service Manager HOURS 37.5 hours PAY £35,196 - £41,063 per year LOCATION Across Rushcliffe Job Summary The PCN Operations Manager will provide day-to-day operational leadership across Rushcliffe Primary Care Network (PCN). The post-holder will manage the PCN Care Coordination Team and ensure high-quality, consistent operational support to member practices. They will lead the delivery of key PCN services, such as the Enhanced Access Service, support practice teams with implementation of change, and ensure systems, processes and staff operate effectively to deliver excellent patient care. The post-holder will also act as an operational lead and Provide on-site management support within one of the Rushcliffe practices for 23 days per week, contributing to the smooth running of practice operations and working closely with the practice team, supporting continuity of service and upholding PartnersHealth and PCN strategic objectives. Key Responsibilities Operational Leadership Lead and line-manage the PCN Care Coordination Team, ensuring high standards of performance, professionalism and patient care. Establish and chair PCN-wide operational forums (e.g. care coordination, reception, medical secretaries). Provide operational support to PCN practices, both remotely and in-practice, to maintain service resilience. Support the implementation of change initiatives across all PCN practices, ensuring smooth rollout and adoption. Provide operational cover as a Practice Team Leader when required. Enhanced Access Management Oversee the operational delivery of the Rushcliffe Enhanced Access Service. Monitor and coordinate staff rotas, appointment availability and service capacity to meet population demand. Work alongside the PCN Service Manager to meet service KPIs and contractual obligations and submit monthly reports Practice-Based Operational Management Provide day-to-day operational support within one of the Rushcliffe Practices, acting as the first point of contact for operational queries, troubleshooting issues promptly and escalating as appropriate. Oversee and support practice health & safety compliance, including risk assessments, logging and escalation of incidents, and ensuring adherence to statutory requirements. Lead the coordination and resolution of practice-level complaints, ensuring timely responses, appropriate investigations, and accurate reporting in line with PCN/practice policy. Manage claims processes (e.g. FP34 claims, reimbursement claims, Local and Direct Enhanced contracts), ensuring accurate submission and timely tracking of outcomes. Monitor administrative workflows to ensure efficient, high-quality patient service across practices. Support the development, review and implementation of operational protocols, procedures and policies. Promote collaborative, consistent working standards across practices, facilitating shared learning and strong communication. Support performance monitoring, reporting and achievement of IIF indicators and other contractual KPIs. Contribute to continuous improvement and change management workstreams, identifying operational challenges and implementing solutions. People Management Provide leadership, supervision, support and development to the Care Coordination workforce across the PCN. Ensure effective rota planning, annual leave allocation and staffing levels to maintain safe, consistent service delivery. Support performance management processes including appraisals, supervision, managing sickness, addressing performance issues and disciplinary processes. Lead recruitment, selection and onboarding for staff within the PCN Care Coordination team. Organise team meetings, produce agendas and ensure timely distribution of minutes and actions. Maintain strong working relationships with all members of the Primary Care multidisciplinary team. Information Technology & Systems Act as an operational lead for practice IT and telephony systems, ensuring efficient use of clinical systems across the PCN. Provide training and support to practice teams on relevant clinical systems. Liaise with NHIS and other IT providers to resolve issues and ensure smooth system functioning. Ensure referral processes, rota management systems and digital workflows are maintained effectively. Co-ordinate and oversee the operational delivery of the Spring and Autumn/Winter COVID vaccination campaigns, ensuring effective planning, staffing, and network-wide delivery. Patient Services & Patient Experience Ensure compliance with confidentiality, data protection and information governance requirements. Support practices in maintaining high-quality, accessible patient services and up-to-date information. Take part in audits of patient satisfaction, telephone access and service demand across practices. Act as a first point of contact for complaints relating to PCN operational areas, ensuring timely resolution and escalation where required. Maintain strong relationships with patient groups and external stakeholders to support service improvement. Develop comprehensive understanding of all PCN clinical services (e.g., Enhanced Access, mental health practitioners, spirometry), ensuring appropriate operational support. Confidentiality Maintain strict confidentiality of all patient, staff and organisational information, in line with legislation and PCN policies. Share confidential information only with authorised individuals and in accordance with data protection requirements. Equality and Diversity The post-holder will: Uphold the rights of patients, carers and colleagues in line with PCN and practice policies and current legislation. Respect the dignity, beliefs and needs of all individuals. Promote an inclusive and non-judgemental working environment. Quality and Governance The post-holder will: Raise issues of quality and risk promptly with relevant leads. Take accountability for personal performance and support continuous improvement within the wider team. Work collaboratively with external agencies to meet patient needs. Manage time, workload and resources efficiently to support PCN priorities. Communication The post-holder will: Communicate effectively with practice teams, PCN colleagues, patients and external stakeholders. Use appropriate communication methods and adapt to individuals needs. Promote a culture of open, clear and supportive communication across the PCN.