Working within CancerCare’s policies and procedures, the Therapy Coordinator plays a vital role in supporting people affected by cancer, bereavement, and other life-shortening conditions. As a first point of contact, this position is central to the smooth delivery of CancerCare’s therapy and support services across North Lancashire and South Cumbria, including Barrow-in-Furness.

Job Purpose The Therapy Coordinator is responsible for managing and processing all client referrals, ensuring individuals receive timely and appropriate access to the services that best meet their needs. This role requires the use of patience, empathy, and initiative at every point of contact, whether engaging with clients by phone, post, email, or in person.

Main Duties and Responsibilities Client Services & Referral Management

Respond to enquiries and referral requests by phone, email, and in person in accordance with established protocols.

Provide accurate and compassionate information to clients, enquirers, and referrers about the full range of CancerCare’s services.

Coordinate the referral and initial assessment process to ensure a timely client journey.

Maintain and update the client database (IMS), ensuring accurate records of referrals, appointments, outcomes, and discharges.

Support therapists and staff with the use of the online client management system (IMS).

Conduct ad-hoc initial assessments on-site when required to support the referrals process.

Provide immediate support to walk-in clients who require urgent assessment or assistance.

Manage confidential client records in accordance with data protection standards.

Handle rescheduling and reallocation of clients due to therapist absence, maintaining continuity of care.

Communicate effectively with therapists, clients, and referrers to ensure coordinated service delivery.

Work collaboratively with internal teams to prioritise client needs.

Advise the Head of Client Services of any issues that affect the ability to follow a process or procedure as well as passing on constructive feedback which could lead to potential improvements.

Attend weekly allocation meetings with Head of Client Services to discuss complex referrals

Handle complaints in a supportive and diplomatic manner with the aim of achieving the highest level of customer satisfaction

Administrative Support

Carry out general administrative duties related to client services.

Support new therapist inductions regarding client allocation processes, the client management system (IMS), and expense procedures.

Liaise with external health and care professionals, offering information about CancerCare’s services.

Signpost clients to other appropriate services and organisations when needed.

Additional Duties

Represent and promote CancerCare’s mission and values in all interactions.

Encourage client awareness and engagement with the full range of services offered by CancerCare.

Occasionally support promotional activities by attending events, giving talks, staffing information stands, and building relationships with external agencies.

Undertake any other appropriate duties for the effective operation of CancerCare as may be required from time to time by the Executive Leadership Team