Case Manager - Fiduciary & Executor Services

This is an on-site position based in Salunga, PA, not remote. You'll be out in the community regularly: visiting clients, sitting in on care plan meetings at senior living facilities, and being the steady, trusted face families see when everything else feels overwhelming.
As a Case Manager, you're the person who makes sure nothing falls through the cracks. You'll track and pay client bills on time, every time, reconcile accounts down to the penny, and serve as the go-to contact for senior living communities and healthcare providers when a client can't advocate for themselves. It's precise, detail-heavy work — and it matters enormously to the families counting on you to get it right.
You won't be making the big calls alone. Every fiduciary decision routes to Pam Witwer, our Founder and Fiduciary of Record — your job is running the day-to-day with accuracy, sound judgment, and the discipline to know exactly when to escalate. If you're the person who catches the discrepancy nobody else would have noticed, and who can sit across from a grieving family and bring both warmth and order to a hard moment, this is where that belongs. Compensation:
$23 - $25 hourly
Responsibilities:
The Case Manager manages the day-to-day execution of assigned client cases under that authority. This teammate tracks and pays client bills, monitors and reconciles bank accounts, serves as liaison to senior living communities and healthcare providers, coordinates the operational side of healthcare matters, maintains the client record, and reports to the Fiduciary of Record on a defined cadence.
This teammate does not hold the fiduciary appointment, does not exercise fiduciary discretion, and does not make financial, healthcare, or legal decisions on behalf of a client. Every such decision is escalated to the Fiduciary of Record in accordance with the Fiduciary Escalation Matrix.
This role requires the highest standards of ethical conduct, precision, and compassionate client service, and the discipline to work independently while operating strictly inside a defined authority boundary.
MAJOR DUTIES AND RESPONSIBILITIES
Financial Administration
* Track and pay client bills on schedule. On-time payment is a core function of this role and is not discretionary.
* Monitor client checking and operating accounts for balance, unusual activity, and unauthorized debits
* Reconcile bank, investment, and facility statements monthly
* Maintain the client's checkbook register and all supporting documentation
* Prepare monthly client financial summaries for review by the Fiduciary of Record
* Assemble documentation supporting client invoicing, tax preparation, and annual accounting. The Fiduciary of Record reviews and signs all filings and accountings.
* Identify and immediately escalate financial irregularities, suspected exploitation, or fraud
Facility and Provider Liaison
* Serve as the primary point of contact with senior living communities, personal care homes, memory care units, and skilled nursing facilities
* Attend care plan meetings, document outcomes, and circulate written notes to the Fiduciary of Record
* Review facility invoices for accuracy before payment
* Track the level of care, room assignment, rate changes, and any facility notices affecting a client
* Conduct periodic client visits to observe well-being, living conditions, and service needs, and document what is observed
Healthcare Coordination
* Coordinate medical appointments, transportation, prescriptions, and care transitions
* Communicate with physicians, nurses, and healthcare teams to gather information and relay decisions made by the Fiduciary of Record
* Track medication changes, hospitalizations, falls, and discharges, and document all clinical developments
* Escalate every healthcare decision, consent request, and change in level of care to the Fiduciary of Record. This teammate does not authorize procedures, medications, or treatment plans.
Case Documentation and Reporting
* Maintain the complete client record in Flowlu in accordance with LPES naming and workflow standards
* Log every material client, family, facility, provider, and professional contact
* Deliver a written weekly case report to the Fiduciary of Record on each assigned client
* Produce written correspondence and work product that consistently reflects the professionalism of LPES. Every document leaving this office, whether a letter to a bank, an email to a family member, or a note to a facility director, is a representation of the firm.
* Escalate in accordance with the Fiduciary Escalation Matrix, without exception and without independent judgment as to whether an escalation is warranted
Family, Beneficiary, and Professional Communication
* Serve as liaison to family members, out-of-state relatives, beneficiaries, and interested parties
* Respond promptly to inquiries from families, beneficiaries, and professional referral partners
* Communicate decisions made by the Fiduciary of Record. This teammate does not make, negotiate, or modify them.
* Collaborate with attorneys, financial advisors, care managers, and accountants engaged by the Fiduciary of Record. This teammate does not engage or dismiss professionals on a client matter.
* Route all legal, tax, court, and conflict matters to the Fiduciary of Record
* Report suspected abuse, neglect, or exploitation immediately to the Fiduciary of Record and comply with all mandated reporting obligations
ACCOUNTABILITY FOR FUNDS AND PROPERTY
This teammate handles client financial records, bank statements, bills, and account information for accounts that may range from thousands to hundreds of thousands of dollars. This teammate has no signature authority and no independent access to move, withdraw, or transfer client funds.
Accountability in this role runs to the completeness and accuracy of the record: every transaction documented, every statement reconciled, every irregularity surfaced. Failure to detect or report a loss, waste, or exploitation of client assets is a failure of this position.
Qualifications:
EDUCATION AND TRAINING
An associate or bachelor's degree in business, accounting, social work, gerontology, legal studies, or a related field is preferred. Equivalent professional experience will be considered in place of a degree.
On-the-job training and mentorship are provided to ensure familiarity with LPES procedures, the Fiduciary Escalation Matrix, legal requirements, and ethical standards. Certification as a professional fiduciary is not required for this position.
EXPERIENCE
Three years of professional experience in bookkeeping, account reconciliation, estate or trust administration, elder care coordination, senior living administration, banking, or a closely related field is required.
Prior experience supporting a fiduciary, trustee, estate administrator, or elder law practice is strongly preferred.
QUALIFICATIONS
* Demonstrated attention to detail in practice, not in theory. Candidates will be evaluated on a work sample, not on self-assessment.
* Written correspondence and work product of consistently high quality, appropriate for delivery to attorneys, banks, courts, facility administrators, and grieving families
* Ability to work independently, without daily supervision, and still consistently produce results on schedule
* The discipline to operate inside a defined authority boundary, including the judgment to recognize when a matter is not this teammate's to decide, and the willingness to stop
* Strong ethical standards and commitment to the fiduciary obligations of the firm
* Financial literacy, with practical experience in bill payment, reconciliation, and online banking
* Working knowledge of healthcare systems, Medicare, Medicaid, and insurance processes
* Compassionate, patient manner with older adults and vulnerable populations, and the composure to navigate difficult family dynamics
* Comfort and fluency with AI tools as part of daily work product and workflow. LPES uses Claude.
* Proficiency with Microsoft Office and Google Workspace
* Proficiency with CRM systems. LPES uses Flowlu. Training provided.
* Proficiency with the Quo application for firm phone service. Training provided.
* Proficiency with online banking platforms and document management systems
* Valid driver's license, current auto insurance, and reliable personal vehicle for client visits and professional meetings. Mileage reimbursement provided.
* Successful completion of a background check and credit check
* Successful completion of a DiSC assessment
COMPLEXITY AND JUDGMENT
This teammate manages complex, emotionally charged client situations and must balance competing priorities across multiple active cases. The judgment required in this role is operational rather than fiduciary. This teammate exercises independent judgment in how the work gets done, in what order, and to what standard. This teammate does not exercise independent judgment as to what the client's decision should be.
The single most important judgment this teammate makes is recognizing when a matter has crossed out of operational territory and into fiduciary territory, and escalating it. The Fiduciary Escalation Matrix governs. When in doubt, escalate. There is no penalty for escalating a matter that turns out to be routine.
About Company
Lancaster PA Executor Services (LPES) is a small, independent fiduciary firm serving seniors and families across central and southcentral Pennsylvania with Financial Power of Attorney, Healthcare Power of Attorney, Executor, Trustee, and estate support services. Founded in 2024 by Pam Witwer after 30+ years in public service, LPES fills a critical gap for families who need compassionate, professional fiduciary support but can't afford traditional attorney-level fees.
The team works collaboratively with elder law attorneys and healthcare providers, often stepping in during a family's most overwhelming moments — where trust, discretion, and precision matter as much as compassion. #WHGEN2
Compensation details: 23-25 Hourly Wage

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