b'L E A D I N G T H E WAYNew Funds, New People, New TechnologyThe COVID-19 pandemic and stay-at-home and social distancingWe enhanced our Patient Portal to make working with the mandates forced many organizations to implement new waysFoundation even more convenient for our grant recipients. of conducting business in 2020. We were proud to have beenThe enhanced portal allows patients to review current able to quickly and seamlessly transition our contact center andgrant status, sign up for and receive fund alerts, upload corporate teams to operate remotely without interruption. In fact,documents, and check the status of payments from their we were able to provide a financial lifeline to a record number ofphones, tablets, laptops, or PCs with ease. patients in need in 2020.As the need for our services continued to grow, we We continued to stand by our commitment to make working withenriched our staff with the addition of Jeremy Abbundi, HealthWell as easy as possible for our stakeholders. We heldManager, Provider & Pharmacy Relations; Rita Coleman, firm on our promise that each grantee is able to access theirSpecial Initiatives Manager; Brian Katz, Manager, grant up to the maximum grant amount or for the duration of theirDevelopment & Individual Giving; Chelsea Lingrel, 12-month enrollment period, whichever comes first. Once a grantDigital Strategist; Sarina Robbins, Development Support is awarded, grant dollars are set aside for that grantee. There areManager; and Samuel Sappor, Data Analytics Manager, to no exceptions.our corporate team. We continued to identify, analyze, and implement state-of-the-artHWF Direct, LLC technology solutions to ensure timely and efficient execution ofHWF Directs mission is to provide daily operations. Enhancements at the grants management andunparalleled, compassionate program levels enabled us to further simplify our processes forcustomer service through our our stakeholders as well as our team.innovative cloud-based contact In 2020, we launched or re-opened 25 funds, including newcenter solutions and empowered, funds to provide copayment and/or premium assistance todedicated staff. Our strength as patients living with adrenal insufficiency, B cell lymphoma,a team sets us apart from other Cushings disease, hyperoxaluria, prostate cancer, sicklecontact centersby providing high-quality customer cell disease, and small cell lung cancer. We also opened twoservice and ensuring that our specialists take the time HealthWell-sponsored COVID-19 relief funds to address theneeded to resolve caller issues within the first contact. unmet needs of individuals impacted by the pandemic. ThroughWe welcomed close to 60 new members to our team, these unique funds, we were proud to offer a financial lifeline towhich is comprised of 130 highly-trained, mission-driven approximately 9,000 families in 2020. professionals serving as the first line of communication forOur COVID-19 Ancillary Costs Fund assisted individuals who werethose who reach out to us for assistance. at risk or had been quarantined due to COVID-19. Grants providedOur performance standards, which focus on providing reimbursement assistance for delivered food and medicationcompassionate, responsive, and quality care to each and and transportation costs to manage COVID-19, while maintainingevery caller, have been applauded by the patients, providers, social distancing protocols. Eligible copayment and incidentaland pharmacies we serve. During 2020, the team: costs associated with telehealth treatments and diagnostics related to COVID-19 were also covered under the fund. Handled over 500,000 calls via interactive voiceWe launched a second COVID-19 fund, which providedresponse and live agent interactionspremium assistance to workers who had been furloughed or Had an inbound-call capture rate of more than laid off as a result of the COVID-19 crisis. We offered up to99percent $6,000 in financial assistance for three months following grant Received accolades through a customer service approval to eligible households, which had annual incomes upsurvey where more than 93 percent of those surveyed to 500 percent of the federal poverty level prior to being laidwere likely or very likely to recommend HealthWell off or furloughed.FoundationPAGE 10|HEALTHWELL FOUNDATION 2020 ANNUAL REPORT'