About this role
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. 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.