Patient Retention Advisor
Penrose Health
London, SE1 2EL
Salary
Negotiable
Contract
Permanent
Hours
Not specified
Closing date
30 September 2026
29 days left
Job 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...
- 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.
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.
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.
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.
How to apply
Applications are handled entirely by the employer on the original advert. We do not collect CVs, supporting statements or application data.
Provenance
Source
NHS Jobs
First seen
10 August 2026
Last checked
12 August 2026
Salary, closing date and description are taken from the employer's advert. The original advert always takes precedence.
About the employer
NHS organisation
This listing was structured from NHS Jobs. Vacancy details and the application process remain the responsibility of the original source.
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