Regional Service Manager

Reporting directly to the Head of Primary Care Service Operations, the Regional Service Manager is critical to support our sustainable scale within our core primary care market, and to deliver on our mission to remain the country’s leading provider of first-contact primary care services.

The Regional Service Manager will lead the management and operational delivery of best-in-class service mobilisations, efficient utilisation of clinical resources, customer account management, and promote the work and services of Primary Care Physio across c 60 PCN services in the north.

They will support the delivery of our organisation’s culture of continuous improvement to enhance service user experience, ensure the delivery of quality services and maximise the value of our service to our customers so that we effectively grow and develop our customer accounts.

The Regional Service Manager will build a collaborative working relationship with PCP’s Regional Clinical Director, Lead FCPs, and other central function leads such as the Head of People, Head of Clinical Governance & Quality, Head of Recruitment and Financial Controller.

This is a role for a person who is driven, likes a wide and varied remit, working in a fast-paced and high-growth clinical service organisation who can constantly juggle priorities to best serve our primary care customers. This is a Monday – Friday role.

This person needs to be confident, possess great interpersonal skills and have the ability to influence and negotiate with a wide range of internal and external stakeholders, in addition to not being overwhelmed by a large number of day-to-day operational tasks which need to be completed.

The role will suit someone who wants to constantly improve how we do things to make them better so we maximise value for commissioners – you will be a “data lover” !

Based from home, with occasional travel, you’ll spend your regional service manager days largely on MS Teams and on the telephone, connecting people and services to manage the mobilisation of new business from contract agreement through to service live, and build relationships with PCN customers to organically grow services locally.

Key Responsibilities

· Act as the first point of contact for PCN customers across the north.

· Organise and host mobilisation meetings, providing best in class support to PCN Clinical Directors, Business Managers and Practice Managers to ensure new team members and services are embedded successfully.

· Organise and lead regular service review meetings with PCN customers and stakeholders to review performance and delivery of services

· As part of the operations team, be the go-to for all queries about our services in the north – anything from staff compliance to support practice mobilisation, and PCN rotas to finances!

· Ensure all services provided are customer and patient-focused as well as of high quality, optimising the resources available.

· Ensure all PCN customers receive accurate service performance data monthly.

· Locally accountable for the effective delivery of local primary care clinical operations and retaining services.

· Locally accountable for contract compliance against predetermined sub-contractual key performance and quality indicators.

· Report internally on contract performance and compliance as required.

· Deliver on Primary Care Physio’s key account management plan, ensuring customer accounts are documented and owned by the business.

· Continually assess, improve and implement positive changes to deliver additional value to customers through our clinical service offerings to grow our clinical services and improve key partnership indicator scores.

· Review service trends on a local regional level (utilisation, DNAs, outcomes etc) to identify outliers and benchmark best practice.

· Ensure services are as integrated into local pathways as possible to make the patient journey seamless – including making sure clinicians can request diagnostics and blood tests, with appropriate systems access to review results.

· Keep up-to-date with the fast changing nature of NHS strategy and primary care funding developments.

Key skills and attributes

· You thrive from working under pressure, and stay calm, in a fast-paced and changing environment.

· You will have the ability to prioritise and manage a varied and unpredictable workload on a day-to-day basis, responding to changes at short notice.

• You will be brilliant at communicating with an ability to work cohesively with internal and external stakeholders – you find it easy to explain things in a way which is easy for others to understand. (In person, and in writing!)

• You are happy to travel to all corners of the north region, as and when required

• You would describe yourself as a People Person and team player – you love interacting with others and working with them to deliver on time.

• You “run a tight ship” – you take pride in being organised, thorough, and ahead of the game.

• You pick up systems quickly - it never takes you long to learn a new policy, programme, or website.

• You will love data – using data to inform decision making.

• You pride yourself on your problem-solving skills - you love logically thinking a problem through to a great solution.

• You can follow legal, ethical, professional, and organisational policies/procedures and codes of conduct.

• You have MS office skills including the use of IT programmes, HR databases, and other modern/tech-based ways of working and collaborating.

Essential experience, knowledge and qualifications

· You’ll have experience in project management.

· You’ll have experience mobilising new services in a primary care setting including experience of GP IT systems.

· You’ll have worked with GP practices, PCNs ,CCGs, and/or public sector organisations

· You’ll have an in-depth understanding and knowledge of NHS landscape including national direction/initiatives and commissioning structures e.g. CQC, PCN DES specification.

· You’ll be flexible in approach to support the needs of the business.

· You'll have the essential operational skills that include effective rota management, precise documentation of meeting minutes, and the art of crafting clear agendas.

· You’ll have experience in developing KPIs and interpreting data.

· You’ll have experience using clinical systems such as EMIS and S1. With the ability to quickly pick up the background functions that allow searches and amendments of templates.

· You’ll have experience using Microsoft (Excel, Word, PowerPoint)