Role: Administration & Engagement Officer – PDNA
Location: Ipswich
Salary: £24,784.50 – full‑time, 37.5 hours per week. 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, encourage, and educate patients on the importance and benefits of the diabetic eye screening pathway, ensuring that patients' views are heard, acted upon, and that strong collaborative relationships are developed.
Responsibilities
* Drive higher programme uptake by targeting and reducing PDNA patient levels
* Make outbound telephone calls to PDNA patients
* Proactively communicate with underserved groups, educating patients on the benefits of participation
* Document and record PDNA contact attempts and patient feedback
* Evaluate, adapt, and recommend improvements to PDNA contact strategies based on feedback
* Provide monthly reports on contact attempts, feedback, and progress in reducing PDNA percentages
* Track and evaluate PDNA patients through their screening pathway, monitoring attendance
* Focus engagement efforts on underserved groups (learning disabilities, diverse ethnic communities, deprivation areas, non‑responders)
* Engage and liaise with mental health units, care homes, universities, and military establishments to ensure timely screening and high uptake
What you will do
* Be confident and articulate on the telephone
* Have GCSE level education or equivalent
* Have experience dealing with customers/patients, understanding their needs and concerns
* Understand patient confidentiality and data protection
* Promote a risk‑management culture, identifying, assessing, and reporting workplace risks
* Comply with the Incident Reporting & Management Policy
* Demonstrate competent computer skills, operating software and troubleshooting basic issues
* Treat patients with respect and maintain their dignity
* Exercise judgement and make decisions within legislation and company policy, escalating as necessary
* Hold responsibility for safeguarding children and vulnerable adults and follow related duties
* Comply with InHealth Equal Opportunity Policy and Race Equality Scheme, ensuring no discrimination
* Complete allocated IG Training Tool Modules and sign the Security Commitment Form
Skills and Experience
* Experience working within NHS screening programmes
* Experience in a healthcare environment
* Handling telephone calls with customer/patient interactions
* Computer skills: Microsoft Office and other IT packages
* Strong verbal and written communication skills
Background Checks
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a Disclosure and Barring Service check.
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