Service Engagement Lead

WHO ARE WE? Newmedica is one of the leading providers of NHS and Privately-funded ophthalmology services in England. Our Purpose is to make a positive difference to people’s lives Our Vision is to change lives through better sight and eye health We provide services for NHS ICBs, Private Medical Insurers and directly to self-paying patients working in partnership with community opticians and GPs. We deliver over 160,000 patient interactions annually, including outpatient appointments, diagnostic testing and eye surgery. Our services are delivered through a variety of models including Managed Services and Ophthalmology Joint Venture (OJV) Partnerships. ROLE SUMMARY The Engagement Lead is responsible for driving growth in NHS and private patient referrals across Wirral, Cheshire and North Wales, supporting the clinic's growth strategy. The role leads local business development, builds and maintains relationships with key referrers including Opticians, GPs, ICB Referral Management Centres and LOCs, and develops engagement plans to increase referrals. The role also coordinates marketing, educational and community engagement activities, supports external events, manages brand awareness initiatives, and promotes Newmedica's sustainability commitments. Passionate about patient care, the Engagement Lead works collaboratively with referrers and stakeholders to enhance patient outcomes and strengthen Newmedica's presence within the local community. KEY RESPONSIBILITIES SUPPORTING THE GROWTH OF NEW AND EXISTING CLINICS Drive NHS and private referral growth into Newmedica Cheshire Oaks, ensuring the appropriate mix of referrals across all services, with a strong focus on cataract referrals. Implement and maintain robust referrer engagement programmes, using central Brand & Growth frameworks to build relationships and increase referrals. Develop new NHS and private business through effective meetings, seminars and educational events that engage and influence Optometrists, GPs, Practice Managers and other referrers. Analyse referral performance data to identify growth opportunities, implement targeted engagement plans, and share best practice, market intelligence and competitor insights with central teams and the wider network. Represent and promote Newmedica at local and regional industry events, developing and delivering plans to maximise impact and evaluating outcomes to drive continuous improvement. Work with central Marketing and PR teams to identify and promote local success stories across press, social media, email communications and the Newmedica website, strengthening brand awareness and reputation. Manage local marketing channels and content, including waiting area TV screens, Facebook communities, clinic webpages and Doctify profiles, ensuring information remains accurate, engaging and aligned with brand standards. Plan and deliver email marketing campaigns through the central platform, using approved templates and content to support business objectives. Collaborate effectively with central Marketing, Engagement and Contracting teams, actively contributing to regular meetings and sharing local insights and opportunities. OTHER RESPONSIBILITIES Operationally lead and support the delivery of internal and external events such as “store safaris”, charity events, CPD evenings, lunch and learns, partner dinners etc Champion the sustainable nature of the Newmedica business and its positive local impact by (1) gathering stories locally of colleague development, charitable support and patient care/wellbeing, (2) recording CPD development provided to members of the team and the wider local community healthcare network of Optometrists, GPs and nurses, (3) communicate other sustainable initiatives undertaken locally that benefit the local community and/or environment and support the wider Newmedica group sustainability goals Maintain a committed approach to continued professional development and clinical governance, including participating in appraisal process, clinical audits and research as required. THE INDIVIDUAL EDUCATION & QUALIFICATION Educated to Degree level or equivalent experience GCSE Maths, English and Science EXPERIENCE & KNOWLEDGE Tenacious, proactive and solutions-focused, with a positive “can-do” attitude and a commitment to delivering an exceptional experience for patients and referrers. Flexible and adaptable, with the ability to balance office-based work and regular engagement with referrers across the region. Strong organisational skills, with the ability to manage multiple priorities and work effectively in a fast-paced environment. Excellent written and verbal communication skills, with the ability to build positive relationships and adapt communication styles to suit a diverse range of patients, referrers and stakeholders. Self-motivated and able to work independently while also contributing effectively as part of a team. Confident in handling challenging situations and complaints professionally, implementing appropriate solutions to maintain positive relationships. Experience within healthcare, sales, marketing, B2B and/or B2C environments would be advantageous but is not essential. Knowledge of the NHS landscape, referral pathways and policies is desirable but not essential. SKILLS & PERSONAL ATTRIBUTES Building relationships, Influencing and negotiation skills Can analyse data identifying areas of strength and opportunity Presenting to small and large groups of people Strong organisational skills and events planning Computer literate (including Word, PowerPoint, Excel) and administrative skills Able to balance working independently with appropriate escalation Ability to effectively juggle and manage a busy and varied workload Excellent verbal and written communication skills GOVERNANCE Implement all applicable company policies, procedures and protocols to meet Care Quality Commission Fundamental Standards and to promote best practice, including complying with the Caldicott Principles and the Data Protection Act 1998, specifically with regards to: Patient Confidentiality Health & Safety Infection Control Equality and Diversity Risk management Safeguarding SUPPLEMENTAL INFORMATION COMMON TO ALL ROLES ADDITIONAL RESPONSIBILITIES Actively promote and market Newmedica and present a positive image of the Company and its activities both within and outside the Healthcare environment. Ensure the quality standards and performance measures applying to the work of the section are met and facilitate continuous improvements in all aspects of the post. Undergo any self-development and training as necessary for success in the role and provide support and development for others where appropriate. Carry out any duties at all times in accordance with the Company’s policies including Equality and Diversity and Health and Safety. Undertake all responsibilities in adherence with Newmedica Policies and Protocols for Infection, Prevention and Control. Promote by positive example both internally and externally, the purpose and vision of Newmedica. Undertake any other responsibilities commensurate with the grade of the post, which the principal or their senior management representative may from time to time require. STATUS OF THIS DOCUMENT This job description is a guide to the work that you will initially be required to undertake. It may be changed from time to time, in consultation with you, to meet changing circumstances. It does not form part of your contract of employment. CRIMINAL RECORDS DECLARATION Newmedica is exempt from Rehabilitation of Offenders Act (1974) and we will ask applicants to disclose details of convictions, irrespective of whether they are spent or not. SAFEGUARDING It is the responsibility of all Newmedica employees and contractors to fully comply with Newmedica’s safeguarding policies and procedures. Individuals must ensure that they understand their role in protecting adults and children that may be at risk of abuse.