b'HWF Direct: People, Patients, PerformancePutting Patients First in All We DoIn 2018, we established our dedicated contact center, HWF Direct, LLC, with the mission to provide exemplary customer service to the tens of thousands of patients who reach out to us every year for assistance. Over the past four years, we have continued to set new records by implementing innovative programs to further streamline the grants process, adopting state-of-the-art performance metrics, prioritizing staff development and engagement, and empowering employees. We will continue to operate with guiding principles that enable us to grow our programs and bolster professional growth as individuals and as a team. Our number one priority at HWF Direct is to provide the highest quality customer service, ensuring that our specialists take the time needed to resolve caller issues within the first contact. Our focus is, and will always be, to provide a compassionate, compliant, and completely satisfactory experience for those we serve. More than 37,000 callers In 2022, we were honored to have: assisted each month Welcomed 17 new members to our team, which now includes close to 150 professionals ready to assist with the 37,162 average monthly calls from patients, caregivers, providers, and pharmacies who reach out to us each month for assistance.Actively managed over 148,100 grants Implemented key performance metrics that focus on providing compassionate, responsive, and quality care to each and every caller. Our high performance standards continue to be recognized by those we serve. In 2022, the team was proud to: Handle:Average monthly calls handled by IVR: 16,341 466,010 calls through our hotline while maintaining a call capture rate of 99%. 121,012 documents submitted through our portals67% of our total volume. 43,749 documents faxed to us24% of our total volume. Calls into hotline: 15,218 documents received through mail9% of our total volume. 466,010 Respond to: 112,983 copay reimbursement/payment requests with an average processing time of six business days. Calls handled by18,010 premium reimbursement/payment requests with an average processing timespecialists: 249,857of three business days. 34,677 email questions/requests with a same day average response time. Maintain a 99% staff retention rate. Average inbound callImplement an awards and recognition program for the staff and enhance ourcapture rate: 99%performance management system for all employees.Grow our staff through internal promotions of 35 team members and welcome17 new hires. Average call Create 184,708 grants (including withdrawn and cancelled grants) via hotline, online8:32 minutes applications, and portal.None of this would be possible without the continued generosity of our dedicatedWe pride ourselves on individual and corporate donors. We are truly humbled that you continue to place yourhigh-quality customer support and trust in us to carry out our mission to reduce financial barriers to care forservice and ensuring that underinsured patients with chronic or life-altering conditions. On behalf of those we serve,our specialists take the our dedicated corporate and contact center teams, and our board, thank you for helpingtime needed to resolve us provide a financial lifeline to those who would otherwise forgo critical, often lifesaving,caller issues within the medical treatments simply because their health insurance is not enough. first contact.2. Creating a grant results in operational activity whether it is used, unused, cancelled, or withdrawn.HEALTHWELL FOUNDATION 2022 ANNUAL REPORT PAGE 7'