AXA Operations Coordinator
At Healthcare Business Solutions, we offer and provide numerous healthcare-based solutions to a variety of clientele. Whether it be patients, clinicians, or corporate businesses, we are always innovative. We consistently provide tomorrow’s solutions, today.
As an AXA Operations Coordinator, you will play a crucial role in supporting the smooth and efficient delivery of healthcare services for AXA patients. You will act as a key point of contact for operational escalations, ensuring timely and effective resolution of issues related to diagnostic appointments and patient complaints. This role requires a proactive approach to managing clinical demand and capacity, fostering strong relationships with clinicians and the contact centre to optimise patient pathways.
To be considered for the the role you will require the following:
Essential Criteria;
EDUCATION, QUALIFICATION AND TRAINING
* Educated to GCSE level
EXPERIENCE
* Experience of working in a team.
* Experience of working autonomously
* Evidence of organisational awareness
KNOWLEDGE AND SKILLS
* Excellent inter-personal and communication skills
* Very high degree of ‘attention to detail’ – meticulous in data capture and admin
* Able to prioritise own workload and manage time effectively.
* Flexible approach to daily duties
Desirable;
EDUCATION, QUALIFICATION AND TRAINING
* Good Excel skills
EXPERIENCE
* Good IT skills including Microsoft Office
OTHER JOB-RELATED REQUIREMENTS
* Confident and assertive, while maintaining interpersonal sensitivity
* Acts on own initiative with the appropriate level of supervision
* Effective team player
* Ability to influence, persuade and manage conflict.
* Time management – strict operational deadlines need to be adhered on a repetitive basis
Within this position, you will mainly be;
* Contact Centre Escalation Point: Act as a primary point of escalation for complex queries and issues originating from the contact centre, providing guidance and resolution.
* Diagnostic Appointment Management: Manage escalations related to diagnostic appointments, liaising proactively with diagnostic providers and patients to resolve issues and ensure seamless booking and attendance.
* Complaint Resolution & Coordination: Support the resolution of patient complaints, coordinating with relevant internal teams and external partners to ensure timely investigation, communication, and satisfactory outcomes.
* Clinician Liaison: Liaise directly with clinicians to organise and schedule patient appointments, ensuring optimal utilisation of their availability and patient needs are met.
* Clinical Demand & Capacity Review: Regularly review clinical demand and capacity, identifying potential bottlenecks and working collaboratively with operational teams to propose solutions and optimise resource allocation.
* Following HBSUK Policies, Procedures, Pathways and Protocols, and if required, contributing to continuous development of such.
* Supporting Operations Managers to ensure effective running of operational processes.
This job description is not intended to be exhaustive, and it is likely that duties may be altered from time to time in the light of changing circumstances, in discussion with the post holder. This role profile is intended to provide a broad outline of the main responsibilities only.
The role may include some weekend working on client sites.
Your direct line manager will be the Operations Manager.
Our Commitment to you
We are committed to building a diverse team of HBSUK who are smart, nice, and get things done where everyone at HBSUK is empowered to bring their authentic self to their work. We are all responsible for stewarding a high-performance culture in which all HBSUK employee's belong and thrive. We are proud to be an equal opportunity employer and welcome applications from people of all backgrounds and experiences.
If this opportunity is something which appeals to you, get in touch today, so we can ensure you have the best experience throughout your search.