NHS Patient Retention Advisor

Penrose Health; Greater London; On-site; GBP 26,000 - 34,000; Full time

Job summary

Penrose Health is seeking a Patient Retention Advisor to guide patients through GP registration and deregistration, ensuring accurate records and proactive outreach. You'll combine administration, communication and problem-solving to improve patient experience and practice growth, acting as the vital link between patients and our practices while feeding feedback to operational teams.

The role sits in the Registration and Retention department at our London Bridge site, requiring resilience,

Qualifications

• Experience in customer retention or patient-facing roles.
• Strong organisational skills with attention to detail.
• Ability to handle high volumes of administrative work calmly.

Responsibilities

• Supporting patients through the full registration and de-registration process.
• Handling patient enquiries via phone, email, and digital channels.
• Processing forms and maintaining accurate records in EMIS.
• Contacting patients who may be considering leaving the practice.
• Understanding patient concerns and finding solutions where possible.
• Managing high volumes of administrative work while maintaining accuracy.
• Recording feedback and identifying opportunities to improve services.
• Working closely with teams across the organisation to resolve issues quickly.
• Contributing to the growth and retention of our patient community.

Skills

Customer retention

Communication skills

Organised

Problem solving

Ownership

Tools

EMIS

Job description

Description

Every year, thousands of patients join, leave, or transfer between GP practices. Behind every registration is a person looking for access to care, and behind every de-registration is a patient whose experience can influence whether they stay connected to the services they need.

Department: Registration and Retention

Location: London Bridge

Every year, thousands of patients join, leave, or transfer between GP practices. Behind every registration is a person looking for access to care, and behind every de-registration is a patient whose experience can influence whether they stay connected to the services they need.

As a Patient Retention Advisor, you'll play a key role in managing this journey. You'll support patients through the registration process, ensure records are handled accurately and proactively contact patients who may be considering leaving our services. By understanding their concerns, resolving issues where possible, and helping them navigate our systems - you'll directly contribute to both patient experience and practice growth.

This is a role that combines administration, communication, and problem-solving in equal measure. You'll become an important link between patients and our practices while giving operational teams valuable feedback about what's working well and where improvements are needed.

This is much more than a traditional administration role. We're looking for someone who enjoys helping people, takes pride in getting the details right, and is confident building trust through positive conversations. If you enjoy solving problems, improving experiences, and making a genuine difference to patients, we'd love to hear from you.

Key Responsibilities

• Supporting patients through the full registration and de-registration process.
• Handling patient enquiries via phone, email, and digital channels.
• Processing forms and maintaining accurate records in EMIS.
• Contacting patients who may be considering leaving the practice.
• Understanding patient concerns and finding solutions where possible.
• Managing high volumes of administrative work while maintaining accuracy.
• Recording feedback and identifying opportunities to improve services.
• Working closely with teams across the organisation to resolve issues quickly.
• Contributing to the growth and retention of our patient community.

You’ll Thrive Here If You

• Have experience in customer retention
• Enjoy speaking with people and building trust quickly.
• Are highly organised and pay attention to detail.
• Stay calm and resilient when handling objections or difficult conversations.
• Take ownership and are motivated by achieving results.
• Understand that great patient care and operational performance go hand in hand.
• Are comfortable balancing administration with regular patient contact.
• Enjoy solving problems rather than simply following a script.
• Learn quickly and apply new information confidently.
• Want to play an active role in improving how services are delivered.

More Information

View the full job spec here