Head of Urgent Care and Out-of-Hours Services

Job summary We're looking for an experienced healthcare leader to take charge of our Urgent Care and GP Out-of-Hours (OOH) portfolio. Reporting to the Director of Urgent Care and Out-of-Hours Services, you'll be the driving force behind service delivery, clinical governance, and operational excellence across our contracts ensuring they're safe, compliant, and delivering the best possible outcomes for patients. You'll be the go-to person for commissioners, clinical teams, and system-wide urgent and emergency care networks, while also leading our Home Visiting fleet and Emergency Preparedness, Resilience & Response (EPRR) function. This is a fantastic opportunity for a strategic, hands-on leader who thrives in high-pressure, fast-paced environments and wants to make a real difference to urgent care delivery. Main duties of the job Leading the strategic direction and business planning for urgent care and OOH services Overseeing day-to-day operations rostering, capacity planning, and demand management across multiple contracts Managing budgets and ensuring safe, cost-effective staffing levels Championing clinical governance, quality improvement, and CQC inspection readiness Leading recruitment, retention, and workforce development to tackle rota gaps and staffing challenges Building strong relationships with ICBs, NHS 111, ambulance trusts, and primary care networks Leading on business continuity and surge planning during periods of high demand About us Why Join Us? PHL Group was founded in 2009 by a team of experienced General Practitioners and commercial partners, driven by a clear vision to deliver high-quality healthcare services that positively impact local communities. Led by an experienced team of clinicians and healthcare leaders with extensive expertise across urgent and primary care settings, PHL Group operates a wide range of services across the UK and internationally, including Integrated Urgent Care, GP Practices, Custody Healthcare, ADHD services, Home Visiting, and Wait Time Support. Supported by a well-established organisational infrastructure, robust clinical governance, and industry-leading professionals, PHL Group is committed to enabling people to remain well and receive the best possible health and social care through innovation, quality, and compassion. At the heart of everything we do are our core values Truly Care, Team First, and Pioneering Innovation making PHL Group a forward-thinking organisation where people are empowered to make a real difference. Applications Due to the high volume of applications, only shortlisted candidates will be contacted. If your application is successful, you can expect to hear from us within 2 weeks of submission. Please note that this advert will remain open until the position is filled. Interviews will be held throughout the advertising period, so we encourage you to apply early to avoid disappointment. Details Date posted 26 August 2026 Pay scheme Other Salary £60,000 to £65,000 a year Contract Permanent Working pattern Full-time, Home or remote working Reference number E0062-26-0101 Job locations Ailsa House, 3 Turnberry House, Parkway, Solent Business Park, Whiteley PO15 7FJ United Kingdom Job description Job responsibilities Leadership Implement the strategic vision and business plans for urgent care and GP OOH services in line with organisational objectives and national urgent care policy. Represent the organisation in local Integrated Care System (ICS), Urgent and Emergency Care Network, and system resilience meetings. Lead service redesign and transformation initiatives to improve patient access, flow, and outcomes. Identify opportunities for service development, income generation, and new contract opportunities. Operational Management Oversee the day-to-day operational delivery of urgent care and OOH services, including rostering, capacity planning, and demand management across multiple contracts. Oversee workforce planning to ensure safe staffing levels of clinical and non-clinical staff across commissioned delivery times. Manage service budgets, ensuring cost-effective use of resources and delivery within financial targets. Monitor and report on key performance indicators (KPIs), national quality requirements (NQRs), and contractual key performance targets to commissioners and the Board. Lead on business continuity and surge/escalation planning for periods of high demand (e. g. winter pressures, pandemics). Clinical Governance and Quality Ensure robust clinical governance frameworks are embedded across all services, including incident reporting, complaints management, and safeguarding processes. Work with the Medical and Clinical Leads to ensure clinical staff are appropriately trained, supervised, and fit to practice. Oversee clinical audit processes, quality improvement projects, and patient safety initiatives. Ensure compliance with CQC standards and support inspection readiness and follow-up action planning. Oversee incidents/complaints investigated under the Patient Safety Incident Response Framework (PSIRF) ensuring learning is embedded across the service. Workforce Leadership Provide visible, supportive leadership to multidisciplinary teams, fostering a culture of engagement, accountability, and continuous improvement. Lead on recruitment, retention, and workforce development strategies to address rota gaps and staffing sustainability challenges. Manage performance, conduct, and capability issues in line with HR policies. Champion staff wellbeing and support initiatives across high-pressure environments. Stakeholder and Partnership Management Build and maintain effective relationships with commissioners (ICBs), NHS 111, ambulance trusts, acute providers, primary care networks, and other system partners. Support Business Delivery Managers in contract review meetings and respond to commissioner queries as necessary. Job responsibilities Leadership Implement the strategic vision and business plans for urgent care and GP OOH services in line with organisational objectives and national urgent care policy. Represent the organisation in local Integrated Care System (ICS), Urgent and Emergency Care Network, and system resilience meetings. Lead service redesign and transformation initiatives to improve patient access, flow, and outcomes. Identify opportunities for service development, income generation, and new contract opportunities. Operational Management Oversee the day-to-day operational delivery of urgent care and OOH services, including rostering, capacity planning, and demand management across multiple contracts. Oversee workforce planning to ensure safe staffing levels of clinical and non-clinical staff across commissioned delivery times. Manage service budgets, ensuring cost-effective use of resources and delivery within financial targets. Monitor and report on key performance indicators (KPIs), national quality requirements (NQRs), and contractual key performance targets to commissioners and the Board. Lead on business continuity and surge/escalation planning for periods of high demand (e. g. winter pressures, pandemics). Clinical Governance and Quality Ensure robust clinical governance frameworks are embedded across all services, including incident reporting, complaints management, and safeguarding processes. Work with the Medical and Clinical Leads to ensure clinical staff are appropriately trained, supervised, and fit to practice. Oversee clinical audit processes, quality improvement projects, and patient safety initiatives. Ensure compliance with CQC standards and support inspection readiness and follow-up action planning. Oversee incidents/complaints investigated under the Patient Safety Incident Response Framework (PSIRF) ensuring learning is embedded across the service.