About this role
Job summary
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.
Main duties of the job
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.
About us
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.
Job description Job responsibilities
The Patient Retention Advisor plays a vital role in supporting patients to access and remain connected to our services.
Working within our Central Operations Hub, you will manage the end-to-end patient registration and de-registration process, ensuring all patient records are accurate, compliant, and processed efficiently. You will also support patient retention by proactively contacting patients who may be considering leaving the practice, understanding their concerns, resolving issues where possible, and helping them remain registered with our services.
This is a highly patient-focused role that combines administration, communication, problem-solving, and relationship management. You will work closely with colleagues across the organisation to remove barriers, improve patient experience, and support the continued growth and stability of our practice community.
Person Specification
Knowledge Essential
Understanding of excellent customer service principles and objection handling. Knowledge of confidentiality and data protection requirements. Understanding of administrative processes and record management.
Desirable
Knowledge of Primary Care or NHS services. Understanding of patient registration processes. Experience working with EMIS or similar systems.
Behaviours Essential
Resilient and able to remain positive under pressure. Patient-focused and empathetic. Results-oriented with a strong sense of accountability. Proactive problem-solver. Adaptable and quick to learn new systems and processes. Professional and collaborative approach to work
Desirable
Experience contributing ideas to improve services or processes. Comfortable challenging the status quo and driving improvements.
Qualifications Essential
GCSEs (or equivalent) including English and Maths.
Desirable
NVQ Level 3 in Business Administration, Customer Service, Healthcare Administration, or equivalent experience.
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Penrose Health
Address 9 Holyrood St
London
London
SE1 2EL
United Kingdom
Employer's website https://www.penrosehealth.co.uk/ (Opens in a new tab)