Role: Administration & Engagement Officer - PDNA (Part-Time)
Location: Norfolk
Salary: £24,784.50 (Full time salary) – £14,870.70 (Part‑time salary for 22.5 hrs 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 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.
Responsibilities
* Drive higher programme uptake by targeting and reducing PDNA patient levels.
* Make 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, determining whether or not they attended the 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 that the screening service meets their specific needs and that patients receive timely screening, achieving high uptake and coverage.
Key Skills & Experience
* Confidence and articulacy on the telephone.
* Education to GCSE or equivalent.
* Experience dealing with customers and/or patients, understanding their needs, concerns and thoughts.
* Understanding of patient confidentiality and data protection.
* Promotion of a risk‑management culture by identifying, assessing and reporting business and workplace risks.
* Compliance with the Incident Reporting & Management Policy.
* Competent computer skills, with the ability to operate various software programs and troubleshoot basic technical issues.
* Commitment to working in the best interest of patients, treating them with respect and maintaining their dignity.
* Judgement and decision making within the framework of legislation and company policy, referring matters not covered by existing policy to the Programme Manager and/or Director of Governance and Clinical Services for guidance.
* Responsibility for safeguarding children and vulnerable adults in the course of daily duties, with awareness of specific duties relating to the role.
* Compliance with the InHealth Equal Opportunity Policy and Race Equality Scheme, and non‑discrimination on the grounds of sex, color, race, ethnic or national origin, marital status, age, disability, sexual orientation or religious belief.
* Completion of the allocated IG Training Tool Modules and signing the Security Commitment Form to confirm understanding and adherence to the Security Policy.
Preferred Experience
* Working within NHS screening programmes.
* Previous experience in a healthcare environment.
* Handling telephone calls with customer/patient interactions.
* Use of computers, Microsoft Office products and other IT packages.
* Strong communication skills, both verbal and written.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a submission for Disclosure to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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