At a Glance
- Tasks: Support patients through registration, resolve concerns, and improve their experience.
- Company: Join a dedicated team at NHS focused on patient care and retention.
- Benefits: Gain valuable experience in healthcare, with opportunities for personal growth.
- Other info: Dynamic role with a focus on problem-solving and teamwork.
- Why this job: Make a real difference in patients' lives while developing your communication skills.
- Qualifications: Customer service experience and a passion for helping others.
The predicted salary is between 28530 - 34870 £ per year.
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 behind every de-registration is a patient whose experience can influence whether they stay connected to the services they need.
Department: Registration and Retention
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.
Key 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.
- You’ll Thrive Here If You
- 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.
- More Information
- View the full job spec here
- #J-18808-Ljbffr
NHS Patient Retention Advisor employer: Penrose Health
Penrose Health is an exceptional employer located in the vibrant City of Westminster, offering a supportive and collaborative work environment for its Salaried GPs. With a strong emphasis on work-life balance, minimal on-call duties, and ample opportunities for personal and professional growth, employees are encouraged to thrive both in their careers and personal lives while making a meaningful impact on the health of over 75,000 patients.
