AXA Operations Coordinator FTC in Nottingham

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 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
  Good Excel and IT skills, including Microsoft Office
  Experience working in a team and autonomously
• 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

• 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
  Optimise clinical slot utilisation (target: 80%) while balancing partner costs and quality standards
  Ensure suppliers meet resource levels 'On Time In Full' (OTIF).
  Liaise with the self-employed clinician pool to secure adequate capacity based on forecasted demand
  Regularly review clinical demand and identify potential bottlenecks to work collaboratively on resource allocation solutions
• 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
  Build and maintain professional, productive relationships with physiotherapy providers
  Collaborate with Clinical Leads to ensure suppliers uphold high clinical standards and adhere to EPIC values
  Partner with onboarding teams to ensure clinical onboarding and offboarding follows strict internal policies
  Disseminate essential clinical governance information to operational teams for sharing with diagnostic providers
• 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.