Patient Retention & Experience 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

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,