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Fidelis Specialty Pharmacy Earns URAC Specialty Pharmacy Accreditation

ARCADIA, Calif. (BUSINESS WIRE) – Fidelis Specialty Pharmacy (“Fidelis”) is proud to announce that it has earned URAC’s prestigious specialty pharmacy accreditation. URAC is the independent leader in promoting healthcare quality through accreditation, certification, and measurement. By achieving this status, Fidelis has demonstrated a commitment to quality care, improved processes, and better patient outcomes. Fidelis, a Latino-owned specialty pharmacy that services the hemophilia and bleeding disorders community, focuses on quality in every aspect of its operations.

“We are delighted to have earned URAC’s Specialty Pharmacy accreditation. This achievement demonstrates our commitment to providing patients and health care providers in the hemophilia and bleeding disorders community with the very highest levels of service,” said Fidelis Chief Operating Officer, Norma Castaneda.

Fidelis co-founders Wagner Lemus and Antonio Rosas made helping hemophilia and bleeding disorder patients with the complex issues related to their treatment a focus early on at Fidelis. This prestigious URAC accreditation shows that Fidelis adheres to industry best practices to help meet patient needs.

Fidelis President Wagner Lemus said, “At Fidelis, we are passionate about providing the highest level of care for hemophilia and bleeding disorder patients to help them achieve the best possible outcomes. This URAC accreditation in specialty pharmacy is one of the many ways we show our patients and partners that Fidelis is a best-in-class specialty pharmacy.”

URAC accreditation requires applicants to submit policies, procedures, and other organizational information that is followed by a review. URAC’s accreditation process enables learning and compliance with nationally recognized healthcare standards and supports improvements and innovation in healthcare management and delivery.

“It’s necessary for specialty pharmacies to provide a higher level of treatment for patients so desired outcomes are achieved. Fidelis Specialty Pharmacy shows a dedication to patient education and safety through the recognition of quality it received with URAC’s independent accreditation,” said URAC President and CEO Shawn Griffin, M.D. “With URAC accreditation, people know that Fidelis strives to adhere to industry best practices.”

About URAC
Founded in 1990, URAC is the independent leader in promoting healthcare quality through leadership, accreditation, measurement and innovation. URAC is a nonprofit organization using evidence-based measures and developing standards through inclusive engagement with a range of stakeholders committed to improving the quality of healthcare. Our portfolio of accreditation and certification programs spans the healthcare industry, addressing healthcare management, healthcare operations, health plans, pharmacies, telehealth providers, physician practices, and more. URAC accreditation is a symbol of excellence for organizations to showcase their validated commitment to quality and accountability.

About Fidelis Specialty Pharmacy
Fidelis Specialty Pharmacy is a Latino-owned specialty pharmacy servicing the bleeding disorders community. Fidelis is a premier specialty pharmacy services provider focused on best-in-class offerings that improve patient outcomes, including 24/7 access to bilingual pharmacists, a secure supply chain, integrated compliance, and adherence programs, home nursing services, and insurance claim assistance. Additional information is available on the Fidelis website at

Top 10 Inspiring COOs of 2022 Include Fidelis’ Norma Castaneda

Recognized as an innovative business development and operations strategist, Norma Castaneda thrives on leading operational efficiency improvements, project planning, and generating rapid revenue growth for her roster of clients and employers. She leverages a nationwide talent network, resolves mission critical issues, creates value for stakeholders, and develops emergent companies, whisking them to new heights both in scope and earnings.

As COO for the Latino-owned Fidelis Specialty Pharmacy, Castaneda has mirrored the healthcare company’s workforce to reflect the diversity of their complex and critical care patients who are often left behind – while simultaneously optimizing patient care and improving patient outcomes. Ninety percent of Fidelis clinicians speak at least two languages, including Spanish, Tagalog and English. Whether conveying important information or navigating a dire medical situation, they fully connect with their patient base.

“Seeing the passion that the Fidelis owners have for patient care and their daily commitment to living their vision and mission is what attracted me to the company,” shares Castaneda. The nurturing culture has led to a 96.7% approval patient satisfaction rating.

In three short years, Castaneda’s operational “road mapping” has dramatically enhanced patient outcomes through 24/7 access to bilingual clinicians, securing supply chain integration, providing HIPPA compliance training to team members, insurance claims assistance, coordination of home nursing services, and quality-measure assurance by leveraging technology leading to earning URAC accreditation. She concurrently led the company to an unprecedented revenue of $50 million annually.

Castaneda’s national and international biopharma and healthcare experience has always focused on patient care, mental health, nutritional education, and resource assistance so patients can lead normal, healthy lives. “The healthcare industry is competitive and often has many barriers of entry, but when you break through some of the challenges, it equates to patients experiencing amazing progress, and that’s when our entire Fidelis family celebrates,” she shares.

Castaneda ensures that an engaging support system and career opportunities encourage the Fidelis team to stay and grow. Her operations-side leadership transfers to patient retention. “Each Fidelis patient becomes like a member of our Fidelis family with an invested clinician team focused on their individual care,” she says.

All too often, insurance claims can be daunting. The navigational process can mean the difference between a rapidly worsening situation or accessing timely care to improve a positive outcome. Castaneda has implemented technology and operations systems to simplify and serve. A full-service prescription management system generates reminders and deliveries while a team of reimbursement specialists challenge insurance appeals to ensure patients receive full benefits, building tremendous brand loyalty. With a collective 60 years of bleeding disorder care experience within the team, Fidelis partners with hemophilia foundations and local chapters to impart additional resources, social services, and public assistance programs.

“The best feeling is seeing immobile patients walk again or gain a better lifestyle because they comply to a healthy regimen, receive regular infusion care, benefit from resources, and respond to our continuous support,” Castaneda adds. “Their quality-of-life increases, and their loved ones experience immense relief.”

Castaneda’s unique and expansive background in building HR synergy within companies has advanced her as a game-changing expert in business development and operations. “Struggling companies often need a strategist to evaluate the big picture and help hone their vision, processes, and procedures to benefit the staff, patient care team, and end consumer,” she notes.

“I have been blessed with mentors who own and operate multiple businesses,” she shares. “Growing various companies gives me creativity to innovate while diversifying my education and aspirations.” Norma has led C-suite executives to achievements across divergent industries including healthcare, biopharma, hospitality, private aviation, casinos, real estate development, and non-profit organizations. “When a business enlists me, I want to understand what the owners or management teams envision,” Castaneda relates. “The key is to align the operational road map with their goals and fine-tune their structure and processes so they can successfully set their wheels in motion and start to see the profits roll in.”

Just as Fidelis patients flourish under the pharmacy’s specialized services, the company will continue to thrive in our industry, expanding into multiple states across the nation.