b'HWF Direct, LLC: Forging Ahead Compassionate, Responsive and Quality CareIn 2018, we launched our dedicated contact center, HWF Direct, LLC, with the mission to provide unparalleled, compassionate customer service through innovative cloud-based contact center solutions and an empowered, dedicated staff. Our strength as a team continues to set us apart from other contact centers. Providing the highest quality customer service and ensuring that our specialists take the time needed to resolve caller issues within the first contact is, and will always be, our number one priority. As the need for HealthWells services continued to grow, we expanded our team and were honored to welcome close to 50 new members in 2021. As a result of this growth, HWF DirectMore than 37,000 callers now consists of close to 150 highly-trained, mission-driven professionals, who serve as the firstassisted each monthline of communication for those who reach out to us for assistance. We set the highest performance standards, which have been applauded by the patients we serve, as well as by their providers and pharmacies. Our key performance metrics focus onActively managed over providing compassionate, responsive, and quality care to each and every caller. We are proud185,400 grantsto share that, during 2021, the team: Received: 491,911 calls through our hotline while maintaining a call capture rate of 93.5%.Average monthly callsMaintained a 98% staff retention rate, with 95% of staff working remotely for the majority of 2021. handled by IVR: 17,826 Increased staffing from 105 employees at the end of 2020 to 147 at the end of 2021. Completed an organizational restructuring to reflect the patient journey to ensure frontline staff have a support system of subject matter experts.Calls into hotline: Enhanced our team through the promotion of a Program Director and expanded our491,911Leadership Team to support frontline staff. Streamlined multiple processes with a focus on providing a compassionate, compliant, and completely satisfactory experience for those we serve. Calls handled byEnhanced our Quality Assurance evaluation and auditing process.specialists: 238,337 Created 186,438 grants (includes withdrawn and cancelled grants) via the hotline, online applications, and portal. Average inbound callResponded to: capture rate: 93.5% 134,264 copay reimbursement/payment requests with an average processing time of less than seven business days. 15,850 premium reimbursement/payment requests with an average processing time ofAverage call talk time: less than three business days. 810 minutes39,357 email questions/requests with same day response time. Completed over 3,918 internal audits/reviews of our teams handling of calls, payments,Provided a compassionate, and other tasks demonstrating that we are successfully meeting our internal standards forcompliant, and completely providing a compassionate, compliant, and completely satisfactory experience 93% of the time. satisfactory experience 93% of the time.We are proud of what we have accomplished and thankful for the ability to make suchWe pride ourselves on high-an impact. We appreciate every stakeholder with whom we interact: our donors, ourquality customer service and provider and pharmacy networks, our patient advocacy organization partners, our dedicatedensuring that our specialists employees, and especially our patients. Thank you for another extraordinary year. take the time needed to resolve caller issues within the first contact. HEALTHWELL FOUNDATION, APRIL 2022FACEBOOK: INSTAGRAM: YOUTUBE SEARCH:HEALTHWELL FOUNDATIONPHONE:Facebook.com/healthwellfoundation healthwellfoundation HealthWell Foundation 20440 Century Blvd., Suite 250(240) 632-5300Germantown, MD 20874E-MAIL: TWITTER:LINKEDIN SEARCH: Support@HealthWellfoundation.org @HealthWellOrg HealthWell Foundation www.HealthWellFoundation.org'