Deputy Head of Transaction Services

Detailed job description and main responsibilities

Will lead in the development of complex plans to modernise systems, business processes and procedures within the Transaction services discipline.  These plans will complement the strategic objectives of the wider NWSSP as well as maintain the provision of high-quality services to stakeholders during period of change and transition.

 To provide direction and strategy for the contractor claims, scanning and patient registration teams and Modernisation and Technical teams within the Operational Services department of PCS. Taking the strategic lead in shaping and developing services outlined in PCS integrated medium term plan (IMTP) ensuring all operation and modernisation and technical teams and services are fit for purpose and provide efficient and effective service delivery.

Work collaboratively with service leads to develop partnership working and service integration across PCS and the wider NWSSP.  Provide business leadership on service redesign, in the development of business cases to negotiate and influence service providers on service improvements and change.

To actively monitor and adjust plans and services in order to respond to changes in the strategic direction of stakeholders and NWSSP.

Work collaboratively with the Head of Transaction Services and other leads to positively and creatively challenge their current thinking and practice in order to achieve improvements and benefits in service delivery and financial balance.

To have a clear understanding of a range of regulations and protocols influencing Contractor payments and claiming, scanning and patient registration and to be able to apply the regulations as appropriate.

To lead on any policy/Professional Regulatory amendments and to identify and establish processes in order to ensure compliance with these changes. To ensure all changes and the impact of these changes are communicated throughout the health organisations within Wales. Detailing any complex changes that may impact on patient care and delivery of primary care services.

Understanding and experience in the interpretation of Welsh Government policy relating to the four Primary Care Contractors.

Demonstrate judgemental skills in formulating solutions to complicated and conflicting situations within the workplace.

As an expert in their field, the post holder will use developed analytical skills when analysing highly complex information and work with other healthcare professionals to investigate suspected fraud.

Analyse information gained through the performance management programme within Transaction Services (including Modernisation and Technical teams), to identify training needs and performance issues.

Meet with the Wales Audit Office (WAO) and Internal Audit to review systems and processes and agree and act on any outcomes.

To develop and monitor KPIs; benchmarking; performance and lean management across the section and linking with the other service leads.

Act as a lead role in the ongoing retention of Customer Service Excellence (CSE) accreditation and the development of services in line with ISO accreditations, whilst also looking for new initiatives and accreditations to benefit the organisation.

To be proactive to avoid situations arising that demands immediate attention, but where necessary to ensure prompt action is taken to overcome issues.

To contribute to and support the Head of Transaction Services with the development and deployment of the PCS development and training programme.

To contribute to and support the Head of Transaction Services with the development and deployment of the IMTP on behalf of PCS.

As a member of Senior Management Team, the responsibility is in place to lead as a project executive on a number of initiatives under the IMTP.

To contribute to and support the Head of Transaction Services with the development and deployment of the PCS Service Level Agreement including the SLA with NHS Resolution and NHS Digital.

Support WG with contract reform arrangements across all the four contractor disciplines.

To review and realign existing national transactional bulk processing services and systems to maximise efficiencies whilst also seeking and supporting new initiatives in line with SSP/NHS Wales strategic vision and objectives set out in the IMTP, e.g.

i)           delivering of Electronic Prescribing Services in Wales – delivering the transformation from existing service delivery model to a fully automated service without impact to the customer 

ii)          Service transformation to enable the decommissioning of the National Health Application Infrastructure Service whilst transitioning to the Primary Care Records Management Solution.  This needs to be offset by the additional development and subsequent maintenance of a bespoke software package to manage the movement of medical records in Wales pending legislative change.

The post holder will be expected to work as an integral player within the PCS senior management team and provide the key interface with stakeholders with regard to ongoing communication of service development and transitional change programmes.

To lead as the expert, managing effective working relations with appropriate stakeholders such as health boards, primary care contractors and their representative bodies, regularly imparting specialist advice on the complexities of regulatory matters and statutory instruments governing the provision of primary care services and their management and application within NHS Wales.

Will be required to lead the development and maintain excellent working relationships with a broad range of stakeholders developing strategic business plans to inform and encourage acceptance of the strategic direction being undertaken by PCS/NWSSP.

To communicate complicated/technical detailed information in relation to Contractor payments, claiming and registration processes and  with a wide range of stakeholders including Welsh Government; Professional Bodies; Health Boards and Public Health Wales. 

To actively represent PCS and participate in meetings with other professional bodies such as the Clinical Commissioning Groups, Community Pharmacy Wales, GPC Wales, Optometry Wales and NHS digital England where it will be imperative that the post holder is able to communicate using a multifaceted approach as an expert in their field.

Proven record in delivery of operational and strategic services required with experience of exposure to external stakeholders and contract representative bodies.

Will be able to work at a level that demonstrates credibility and provides specialist advice and guidance to non-specialists on all areas of Transaction Services, including all processes and applications. They will also be required to interpret and explain regulations related to Contractor Claims and payments, Scanning services and patient registration.  

Have an excellent understanding of healthcare practice within the primary care contractor sector and will have experience of working with NHS and NHS related stakeholders.

When communicating with, to the order of 6000 independent contractors across Wales, the post holder will frequently be required to use developed interpersonal skills to influence and persuade others to change working practices in line with an evolving NHS agenda.

Provide expert advice and guidance to staff or external stakeholders as necessary.

To advise on negotiations of highly complex financial information in accordance with relevant regulations and health board requirements e.g.,

i)          the financial implications, by scenario, of competing interpretations of enhanced service legislation verses Health Board specifications versus claiming patterns.

ii)         Developing and negotiating with Community Pharmacy Wales regarding the development of a new service packages.

There will be the regular requirement to deliver presentations in formal settings such as stakeholder, customer or staff events, to various internal/external groups ranging from 5 to 70 participants to provide and convey highly complex regulatory, highly sensitive and/or contentious information, e.g. organisational or service change. The post holder will effectively engage with the audience and be able to respond openly to questions and ensure they convey a full understanding of the subject matter.

To manage the departmental resources for the staffing and non-staffing elements. To support the Head of Transaction Services in the management of this budget to meet Cost Improvement Plan targets on an annual basis.

To act as an authorised signatory in respect of BACS payments generated via the NHAIS systems (or any future system) and processed via Version1 (or any future operative) (circa £20m per transaction.