NHS Patient Retention Advisor

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.

Skills, Knowledge & Expertise

• 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.

Benefits