# PCN Business Support Lead > Healthcare Central London · London, United Kingdom · Full-time · Posted 2026-11-10 **Workplace:** on_site ## Description **Job Title**: PCN business support lead **Salary:** Band 5 Equivalent **Responsible To**: PCN Business Manager **Hours:** 37.5 hours per week – Office hybrid office based 4 days a week and 1 day remote **Key Relationships** • CLH PCN Business Managers and wider CLH teams • Four Primary Care Networks and 27 member GP practices • PCN Clinical Directors and PCN teams • North and South Westminster Neighbourhood Teams • West London ICB and Central London Borough Team • Bi-Borough Place Based Partnership • Westminster City Council and Royal Borough of Kensington and Chelsea • Adult Social Care and Public Health • Central London Community Healthcare NHS Trust (CLCH) • Central and North West London NHS Foundation Trust (CNWL) • Voluntary and community sector partners • Other NHS, local authority and system partners as appropriate **Who We Are** Central London HealthareLtd (CLH) is a federation of 27 General Practices across four Primary Care Networks in Westminster, caring for over 275,000 registered patients. CLH delivers community and primary care services and provides management and operational support to its member practices, working closely with PCNs, the NHS, local authorities, and community partners to improve health outcomes and reduce inequalities. **Our Approach** Our approach is to deliver exceptional assistance to our 27 General Practice members and to operate our NHS contracts in a manner that supports our Practices and their patients by providing services economically, locally, promptly and in a familiar environment. Our employees work flexibly according to the needs of our customers, typically onsite at our practices, or hub sites including South Westminster Centre or at our office at Capital House near Edgware Road tube station. **Our Purpose** Our purpose is to transform Health and Wellbeing in our communities. **Our Vision** Our Vision is to be the Healthcare Provider of choice, rooted in primary care. **Our Values** For our practices, patients, teams and ecosystem we commit to be: **Compassionate**: we listen respectfully, offer the opportunity for different viewpoints, and are kind to each other **Accountable**: we work with integrity, taking accountability for our work to achieve the highest quality outcomes **Resilient**: we listen and with this feedback, we constantly build and improve **Pioneering**: we champion change, embrace creativity and promote innovation and new ways of thinking **Aspirational**: we nurture and motivate so our people are enabled to reach their full potential **Role Summary** The **PCN Business Support Lead** provides high-quality business, operational and administrative coordination to CLH's Primary Care Networks. Working under the direction of the PCN Business Manager, the postholder will take delegated responsibility for coordinating an agreed portfolio of PCN business activities, including contract administration, performance and reporting processes, meetings, information management and practice engagement. A key element of the position will be supporting the interface between Primary Care Networks and the developing **Integrated Neighbourhood Team model**, helping CLH and PCNs work effectively with NHS providers, local authorities, adult social care, public health and voluntary and community sector partners. The post holder will organise and prioritise their own workload within agreed objectives and procedures, using judgement to resolve routine issues, identify gaps or risks and determine when matters require escalation to the PCN Business Manager. The role requires excellent organisational and communication skills, strong attention to detail and the ability to coordinate work involving multiple organisations, competing deadlines and different professional groups. **Role Requirements and Responsibilities** **1\. PCN Business and Contract Support** - Provide business and operational support for PCN contracts, programmes, projects and other agreed areas of activity. - Maintain clear schedules of PCN contractual requirements, deliverables, reporting deadlines and practice submissions. - Coordinate the collection of information and supporting evidence from practices against agreed contractual and reporting requirements. - Proactively monitor outstanding returns and follow up practices where information has not been received within agreed timescales. - Support the PCN Business Manager with the preparation and coordination of contractual and performance reports. - Collate information from practices for audit, commissioner and ICB submissions. - Review information received for completeness and accuracy, identify missing or inconsistent information and undertake appropriate follow-up. - Maintain appropriate trackers, action logs and supporting documentation to provide assurance on progress. - Support additional funding opportunities, service-development initiatives and operational-improvement programmes relevant to PCNs. - Maintain clear and auditable electronic filing systems for PCN contracts, reports, correspondence and supporting documentation. - Monitor relevant shared mailboxes, responding to routine enquiries within delegated authority and escalating issues appropriately. **2\. PCN Meetings and Governance** - Coordinate monthly and other scheduled PCN meetings in conjunction with the PCN Business Manager and relevant PCN colleagues. - Coordinate weekly PCN contract meetings and other routine business meetings. - Work with Chairs and relevant leads to develop agendas and coordinate supporting papers. - Prepare and distribute meeting documentation within agreed timescales. - Produce accurate, concise and well-structured minutes. - Maintain action and decision logs and proactively follow up outstanding actions. - Identify overdue actions or emerging issues and escalate appropriately. - Support effective information flow between CLH, PCNs and member practices. - Maintain appropriate governance documentation and records of meetings and decisions. **3\. Neighbourhood and Integrated Working** The postholder will support effective working between CLH, PCNs, General Practice and Integrated Neighbourhood Teams. Responsibilities will include: - Provide business and administrative coordination for agreed neighbourhood and multidisciplinary working arrangements. - Support PCN participation in the North and South Westminster neighbourhood arrangements and wider Bi-Borough Integrated Neighbourhood Team development. - Coordinate relevant neighbourhood and multidisciplinary meetings, including forward planning, agendas, papers, attendance, minutes and action tracking. - Maintain clear records of agreed actions and decisions and proactively follow up actions with relevant colleagues and partner organisations. - Support communication between PCNs, practices and partners from community health, mental health, adult social care, local authorities and the voluntary and community sector. - Assist the PCN Business Manager with coordinating PCN involvement in neighbourhood mobilisation, development and delivery plans. - Maintain neighbourhood programme, action and milestone trackers where required. - Coordinate operational information required to support neighbourhood reporting and service development. - Identify missing information, overdue actions and routine delivery issues and undertake appropriate follow-up before escalating material risks. - Support continuous improvement and test-and-learn approaches by maintaining records of agreed changes, actions, outcomes and learning. - Promote effective collaborative working and clear interfaces between General Practice, PCNs and wider neighbourhood partners. **4\. Bi-Borough and Partnership Working** - Develop effective working relationships with colleagues across the Bi-Borough Place Based Partnership. - Support effective liaison between CLH/PCNs and Westminster City Council, Royal Borough of Kensington and Chelsea and relevant NHS and community partners. - Support PCN involvement in appropriate partnership meetings, workshops and work programmes. - Coordinate requests for information, actions and contributions from CLH and PCN colleagues. - Support joint programmes involving primary care, public health, adult social care, community services and other partners. - Maintain records of partnership commitments and actions relevant to CLH and PCNs and ensure these are progressed within agreed timescales. - Act as a professional and responsive point of contact for routine operational enquiries relating to the post holder's areas of responsibility. **5\. Information, Data and Reporting** - Maintain accurate databases, trackers and information systems relevant to the role. - Collate routine quantitative and qualitative information from practices, PCNs and partners. - Use Microsoft Excel and other appropriate systems to organise and present information clearly. - Undertake routine analysis to identify omissions, anomalies, trends or areas requiring follow-up. - Assist with surveys, audits and data-collection exercises. - Prepare information and summary reports for the PCN Business Manager and relevant meetings. - Maintain accurate records and appropriate version control. - Ensure information is stored, shared and handled in accordance with information-governance, data-protection and organisational requirements. **6\. Planning and Organisation** - Organise and prioritise an agreed portfolio of work, balancing routine responsibilities with changing operational requirements. - Maintain oversight of multiple deadlines and proactively plan activity to ensure agreed timescales are met. - Coordinate activities involving multiple practices, PCNs and partner organisations. - Use initiative to resolve routine problems within agreed procedures and delegated authority. - Reprioritise work appropriately when deadlines or operational requirements change. - Recognise issues outside the scope of delegated responsibility and escalate these promptly to the PCN Business Manager. - Develop and maintain effective administrative processes that support reliable and efficient delivery. - Suggest practical improvements to administrative and business processes within the scope of the role. **7\. Communication and Stakeholder Management** - Build effective working relationships with practice managers, PCN colleagues, CLH teams and external partners. - Communicate confidently and professionally with staff from different organisations, professional backgrounds and levels of seniority. - Respond to queries within the scope of the role and identify where specialist or senior input is required. - Explain processes, reporting requirements and deadlines clearly to colleagues and stakeholders. - Follow up actions sensitively but assertively where deadlines have not been met. - Handle sensitive and confidential information appropriately. - Support constructive relationships across organisational boundaries and contribute positively to partnership working. **8\. Continuous Improvement** - Contribute to the development and improvement of PCN business-support processes. - Identify recurring administrative or operational problems and propose practical solutions. - Support implementation of agreed changes to processes and systems. - Assist with audits, evaluation exercises and service-improvement initiatives. - Participate in appropriate training, development and team activities. - Maintain knowledge relevant to the post and continue to develop understanding of primary care, PCNs, neighbourhood working and the wider NHS environment. ## Requirements **Qualifications and Experience** ·         Education to Level 4/5 or equivalent relevant knowledge and experience gained through business administration, healthcare administration, project support or a comparable role. ·         Significant experience of providing business, programme, contract or administrative support within a complex organisation. ·         Experience of coordinating meetings, actions, work programmes and deadlines involving multiple stakeholders. ·         Experience of maintaining accurate records, databases, trackers or management information. ·         Experience of producing accurate minutes, reports and professional written correspondence. ·         Strong working knowledge of Microsoft 365, including Outlook, Word, Excel and Teams. ·         Ability to review routine information, identify inaccuracies, omissions or inconsistencies and determine appropriate follow-up. ·         Ability to organise and prioritise own workload with limited day-to-day supervision and within agreed procedures. ·         Experience of balancing competing priorities and responding effectively to changing requirements. ·         Understanding of confidentiality and appropriate handling of sensitive information. ·         Excellent written and verbal communication skills. **Desirable **·         Experience of working within the NHS, primary care or another health/social-care environment. ·         Experience of supporting Primary Care Networks. ·         Experience of contract monitoring, commissioner reporting, performance reporting or audit processes. ·         Experience of working across organisational boundaries. ·         Experience of supporting multidisciplinary or Integrated Neighbourhood Team working. ·         Understanding of NHS integrated care and the relationship between primary care, community health, mental health, adult social care and local authorities. ·         Awareness of population health management and health inequalities. **Skills and Attributes** ·         Excellent organisational skills and attention to detail. ·         Ability to plan work independently and deliver against agreed deadlines. ·         Sound judgement and the ability to recognise when an issue requires escalation. ·         Confidence in dealing with multiple stakeholders. ·         Strong interpersonal and relationship-building skills. ·         Ability to communicate appropriately with colleagues at different levels of seniority. ·         A proactive approach to resolving routine issues. ·         Ability to work both independently and collaboratively as part of a wider team. ·         Professionalism, discretion and reliability. ·         Ability to adapt to changing priorities and ways of working. ·         Commitment to continuous learning and improvement. ·         A collaborative approach to partnership and neighbourhood working. **Development Opportunities** Exposure to senior leadership, PCN activity, and system-wide meetings Opportunities to develop skills in healthcare administration, communications, and operations Potential progression into more senior administrative or business support roles The post holder will work within CLH policies, established procedures, contractual requirements and agreed objectives. The post holder will be expected to **plan and prioritise their own workload, manage routine issues independently and use judgement to determine the appropriate course of action within established parameters**. The PCN Business Manager will provide direction and support for complex, sensitive, novel or higher-risk matters. The post holder is responsible for the accuracy and timeliness of their work and for recognising and escalating risks, delays or issues that cannot appropriately be resolved within the scope of the role. **The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope of the post.** ## Apply [Apply at Healthcare Central London](https://apply.workable.com/healthcare-central-london/j/B10DBE0AB6/apply) --- Powered by [Workable](https://www.workable.com)