At a Glance
- Tasks: Support patients through registration, resolve concerns, and improve their experience.
- Company: Join the NHS and make a real difference in patient care.
- Benefits: Permanent full-time role with competitive salary and job security.
- Other info: Dynamic role with opportunities for personal growth and making an impact.
- Why this job: Be the vital link between patients and healthcare services, enhancing their journey.
- Qualifications: Customer retention experience and strong communication skills are essential.
The predicted salary is between 38250 - 46750 £ per year.
NHS Patient Retention Advisor
Department
Registration and Retention
Employment Type
Permanent - Full Time
Location
- London Bridge
- 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.
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: penrosehealth
Penrosehealth is an excellent employer, offering a supportive and family-like workplace culture that prioritises work-life balance for its Salaried GPs. With opportunities for mentorship and leadership development, employees can thrive in their careers while enjoying reduced on-call duties across South East London sites, making it a rewarding environment for those passionate about delivering high-quality patient-centred care.
StudySmarter Expert Advice🤫
We think this is how you could land NHS Patient Retention Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at penrosehealth. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like penrosehealth before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace NHS Patient Retention Advisor
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to penrosehealth:Your cover letter is your chance to shine! Tell us why you want to work at penrosehealth specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at penrosehealth!
How to prepare for a job interview at penrosehealth
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
