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.
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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.
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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.
View the full job spec here
Penrose Health is on a mission to deliver outstanding healthcare to every patient we serve.
We care for 75,000+ people across 9 sites in South East London, supported by a team of 200+ clinicians and staff. Our model is built on permanent, diverse teams, strong governance, and a clear focus on continuity, quality, and access.
We work closely with NHS partners to deliver a full range of services — from routine checks to complex, long-term care — backed by robust systems and a culture of continuous improvement.
We're proud to hold a CQC "Good" rating and consistently receive strong feedback from patients.
Learn more at penrosehealth.co.uk.
