Stu Cherande-Friedman

Served on Leadership Team, Executive Compliance Committee, Strategic Planning Team, and Share the Joy Committee. Oversaw the operation and delivery of PAN’s programs. Worked collaboratively with cross-functional team to optimize procedures, improve service quality and reduce costs. Areas of focus included eligibility and enrollment, claims, customer support, project management and implementation, process and quality improvement, customer experience, and vendor selection and management.

- Built and implemented Net Promoter Score program to gather patient experience feedback, allowing continuous process improvements.

- Created JIRA workflow to streamline medical claims exceptions.

- Launched first-of-its-kind transportation assistance program. Created spend guidelines and website card activation to reduce program phone inquiries, reducing program administration costs.

- Created prepaid card fraud monitoring program for PAN's card supported programs (Transportation and COVID), including preventative checks, card restrictions, spend parameters and thresholds to flag potential fraud.

- Guided transition of contact center, including implementation of updated procedures, resulting in savings of $1M/year.

- Hired and trained contact center leadership.

- Sourced and built knowledge repository to support operations.

- Sourced and built new third-party relationships to support income verification, claims, customer feedback, and other program referrals.

- Scoped and developed CRM system and external web portals.

- Developed IVR and internal quality monitoring program.

- Led Salesforce CRM system implementation, improving process efficiency and the organization's view of constituents.

- Managed multiple core vendor relationships, including successfully saving over $300K/year on claims processing this past year.

Assisted The Vice President of Access to Care Program with web and customer experience projects.

- Administered CFF’s Patient Assistance Resource Library (PARL), an online self-service resource for the CF community.

- Oversaw content management of CFF’s CFPAF website.

- Collaborated with internal and external partners to create materials for CFF’s care centers, patients, family members and others within the CF community.

- Managed the content development process, including assignment of topics to subject matter experts, as well as content editing and approval for posting to the PARL.

- Served as department lead and liaison for technology projects, including gathering requirements, vendor evaluation, vendor management, and project management.

Built and ran a web forum for dads, moms, and others to share positive information about dads. Grew social media following from start to 10,000 in less than 6 months.

- Wrote and published web content about being a father.

- Developed network of product relationships as revenue source for website.

Led all aspects of a multi-state financial services practice that provided a wide range of financial services to individuals, families, and businesses.

- Conducted face-to-face meetings with clients to recommend customized financial strategies.

- Managed client services team, including development of project objectives and scope, product evaluation, product recommendation, and oversight of all vendor and client communications.

- Collected, organized, and analyzed financial data (e.g., individual and corporate tax documents, investment statements).

- Evaluated insurance and investment product offerings for life, disability, long-term care, group health, group life, group disability, defined benefit plans, and mutual funds.

Supported key pharmaceutical, medical device, and biotechnology account as member of high-profile healthcare consulting team.

- Assisted clients and senior members of B&D team with the development and implementation of strategies to support successful commercialization of new and existing products in the health care market (e.g., coding applications, FDA new drug submissions).

- Analyzed quantitative and qualitative data to prepare memos, project proposals, reports, and other presentations for both internal staff and clients.

- Led several product support hotlines that supplied insurance and reimbursement assistance to many pharmaceutical company representatives, physicians, and patients.

- Monitored multiple clinical trials for quality control, including informed consent, site participation, and adverse patient experience.

Served as health policy expert to a 20-person healthcare legal practice.

- Aided with the design, implementation, and oversight of complex legislative and regulatory initiatives.

- Led power wheelchair coverage advocacy efforts.

- Interpreted clinical literature and law to shape coding and reimbursement strategy.

- Gathered data for pre-market approvals and labeling and prepared pharmaceutical and medical device advertising materials.

- Researched and wrote grant proposals on behalf of clients.

Served in a variety of functions that required adaptation and teamwork, including fielding phone inquiries, conducting coding and reimbursement research, aiding physicians and patients with authorizations for high-cost medications, and finding and addressing payer issues.

- Prepared client deliverables including billing guides, coding applications, literature reviews, policy summaries, competitor analysis, and reimbursement forecasts.

- Led several contact center teams, including training over 20 call center staff.