Administration & Engagement Officer in Norfolk

The post-holder will be responsible for increasing programme participation among patients in underserved groups, specifically those identified as Persistent Did Not Attenders (PDNAs). You will proactively engage with, encourage, and educate patients on the importance and benefits of the diabetic eye screening pathway. Ensuring that patients' views are heard and acted upon—and that strong, collaborative relationships are developed—is key to the success of this role.

What you are responsible for:

• Drive higher programme uptake by targeting and reducing PDNA patient levels.
• Making outbound telephone calls to programme PDNA patients.
• Proactively communicate with underserved groups, including educating patients on the benefits of participating in the programme.
• Document and record PDNA contact attempts and patient feedback.
• Evaluate, adapt, and recommend improvements to PDNA contact strategies based on feedback received.
• Provide monthly reports on PDNA contact attempts, patient feedback, and progress in reducing PDNA percentages.
• Track and evaluate PDNA patients through their screening pathway, understanding their participation in the programme (i.e. whether or not they attended clinic).
• Focus engagement efforts on underserved groups, including individuals with learning disabilities, diverse ethnic communities, patients in areas of greater deprivation, and non-responders.
• Engage and liaise with mental health units, large care homes, universities, and military establishments within the programme area to ensure the screening service meets their specific needs, patients receive timely screening, and high uptake and coverage are achieved.

You will:

• Be confident and articulate on the telephone.
• Be educated to GCSE or equivalent.
• Have experience in dealing with customers and/or patients, understanding their needs, concerns, and thoughts.
• Understand the importance of patient confidentiality and be aware of data protection.
• Promote a Risk Management culture by ensuring that all business and workplace risks (including work practices and environment) are identified, assessed, and reported.
• Comply with the provisions of the Incident Reporting & Management Policy.
• Demonstrate competent computer skills, with the ability to effectively operate various software programs and troubleshoot basic technical issues.
• Work in the best interest of the patient, treating them with respect and maintaining their dignity.
• Exercise judgement and make decisions within the framework of legislation and Company policy.
• Refer matters not covered by existing policy to the Programme Manager and/or Director of Governance and Clinical Services for guidance.
• Be responsible for safeguarding children and vulnerable adults in the course of their daily duties and for ensuring that they are aware of the specific duties relating to their role.
• Comply with InHealth Equal Opportunity Policy and Race Equality Scheme and must not discriminate on the grounds of sex, colour, race, ethnic or national origins, marital status, age, disability, sexual orientation, or religious belief.
• Undertake the allocated IG Training Tool Modules and read the Security Policy, signing the Security Commitment Form to confirm they have read, understood, and will adhere to the policy.

You have experience of:

• Working within NHS screening programmes.
• Previous experience in a healthcare environment.
• Handling telephone calls with customer/patient interactions.
• Using computers, Microsoft Office Products, and other IT packages.
• Demonstrating strong communication skills, both verbal and written.

What's in it for you:

• 25 days annual leave (plus bank holidays).
• Generous company contribution pension scheme.
• Fantastic learning and development opportunities.
• 24/7 access to a dedicated well-being hub and an Employee Assistance Programme.
• Monthly award programme and online peer-to-peer recognition.
• Refer a friend bonus.
• Discounts on InHealth’s healthcare services.
• Smart tech, Cycle to Work, and thousands of discounts and cashback options.
• Paid-for professional memberships and more!

Making sure our people are happy at work is one of our main priorities, which means giving them as many opportunities as we can to support their personal and professional growth. We also have an innovative approach to personal and professional development, helping you to be the best version of you and giving you a real career pathway.

About us:

InHealth is the UK’s largest specialist provider of diagnostic and healthcare solutions. Our aim is to make healthcare better for patients by working collaboratively with the NHS to deliver a range of high-quality tests, scans, assessments, and procedures. In the last year, we have supported more than 5 million people in their healthcare journeys, the majority of these are NHS patients and service users. As a people-focused organisation, our teams are integral in how we deliver our services and our values of Trust, Passion, Care, and Fresh Thinking underpin everything we do, influencing the way we interact with patients, customers, and colleagues. Our mission is to be the preferred provider of high-quality diagnostics and healthcare solutions in hospitals and in accessible community settings, serving patients from 1,000 locations by 2025.