Administration & Engagement Officer

Role: Engagement Officer – PDNA (Part-Time, 18.75 hours)

Salary: £24,523 FTE (£12,261.50 pro rata salary, based on 18.75 hours)

We are seeking an organised, proactive Engagement Officer to help increase participation in the diabetic eye screening programme, with a particular focus on patients identified as Persistent Did Not Attenders (PDNAs). You will play a key role in reaching individuals from hard-to-engage communities, ensuring they understand the value of screening and feel supported throughout the pathway. Building trust, listening to patient feedback, and fostering strong local partnerships will be essential to your success in this role.

Key Responsibilities

• Increase programme uptake by identifying, targeting, and reducing PDNA levels.

• Make outbound calls to PDNA patients, offering support and encouraging attendance.

• Engage and communicate effectively with hard-to-reach groups, providing clear education on screening benefits.

• Accurately document contact attempts, patient conversations, and feedback.

• Review and refine PDNA engagement strategies, recommending improvements where needed.

• Prepare monthly reports detailing engagement activities, patient responses, and progress in reducing PDNA figures.

• Monitor PDNA patients throughout their screening journey to understand attendance patterns.

• Focus on engagement with groups such as individuals with learning disabilities, diverse ethnic communities, those in areas of deprivation, and non-responders.

• Build relationships with mental health units, large care homes, universities, and military establishments to ensure timely access to the screening service and improved participation rates.

About You

You will:

• Be confident, clear, and engaging on the telephone.

• Have experience supporting customers or patients, with an understanding of their concerns and motivations.

• Uphold patient confidentiality and demonstrate strong awareness of data protection requirements.

• Contribute to a positive risk management culture by identifying and reporting workplace or practice risks.

• Be competent in using computers and software applications, with the ability to troubleshoot basic issues.

• Prioritise patient dignity and respect in all interactions.

• Use sound judgement aligned with legislation and company policy, escalating issues when needed.

• Recognise responsibilities relating to safeguarding children and vulnerable adults.

Experience & Skills

• Experience within NHS Screening Programmes (desirable).

• Background in a healthcare environment.

• Proven ability to handle patient or customer interactions over the phone.

• Strong IT skills, including Microsoft Office and other relevant software.

• Excellent written and verbal communication abilities.

We offer a fantastic benefits package, which is available through a mobile-enabled rewards platform, called InJoy. This is your place to access thousands of offers and discounts on a wide range of products and services relating to: fashion, travel, eating out, technology, leisure and more!

In addition to this, we also offer:

• 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. IND01

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.