AXA Operations Coordinator FTC

AXA Operations Coordinator

*Please note: This role is a 6 months' contract starting from May 2026.

As an AXA Operations Coordinator, you will play a crucial role in supporting the smooth and efficient delivery of healthcare services for AXA patients. This role is responsible for ensuring clinical rotas are optimised and supplier performance is managed effectively. You will act as the vital link between operational requirements, third-party providers (including physiotherapy and diagnostics), and internal clinical leads. You will be a primary point of contact for operational escalations, ensuring timely resolution of issues related to appointments and patient complaints.

This role will report to the AXA Operations Manager - MSK.

To be considered for the the role you will require the following:

Essential Criteria;

EDUCATION QUALIFICATIONS & TRAINING

• English and Maths GCSE or equivalent

EXPERIENCE

• Proven experience in resource planning, rota management, or capacity modelling

KNOWLEDGE AND SKILLS

• Strong ability to interpret complex data sets and performance metrics
• Excellent relationship management skills with the ability to influence third-party providers
• High degree of ‘attention to detail’ and meticulous admin skills

Desirable;

EDUCATION QUALIFICATIONS & TRAINING

• Educated to GCSE level

EXPERIENCE

• Experience within a healthcare or clinical insurance environment (e.g., AXA)
• Experience using advanced Demand/Capacity software

KNOWLEDGE AND SKILLS

• Ability to influence, persuade, and manage conflict
• Knowledge of clinical governance and onboarding compliance

Within this position, you will mainly be;

Demand, Capacity & Rota Management

• Maintain and utilise Demand/Capacity models to ensure precision in resource and rota management across MSK

Operational Escalations & Patient Support

• Act as a primary point of escalation for complex queries and issues originating from the contact centre
• Manage escalations related to diagnostic appointments, liaising proactively with providers and patients to ensure seamless booking
• Support the resolution of patient complaints by coordinating with internal teams and external partners
• Liaise directly with clinicians to schedule patient appointments and ensure optimal utilisation of their availability

Supply Chain & Clinical Governance

• Prepare and review monthly performance data packs with physiotherapy providers, tracking all minutes and action points

Service Mobilisation & Development

• Establish demand and capacity models specifically for new service mobilisations to understand resource trajectories
• Ensure recruitment and onboarding for new services are completed in line with planned capacity requirements
• Build and agree upon new clinic rotas post-onboarding, ensuring adequate capacity and cross-cover are available
• Support Operations Managers to ensure the effective running of operational processes and contribute to the development of pathways and protocols.

We are dedicated to promoting equality of opportunity for all employees and job applicants. In line with the Equality Act 2010, we strive to create and maintain a working environment in which everyone is able to make the best use of their skills, free from discrimination or harassment, and in which all choices are based on merit. No person is subjected to any less favourable treatment on any discriminatory grounds on the basis of age, disability, gender reassignment, marital or civil partner status, pregnancy and maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.