b'HWF Direct: Our Unwavering Commitmentto High-Quality Customer ServiceOur dedicated contact center, HWF Direct, LLC, was established to provide exemplary customer service to the tens of thousands of patients who contact us each year for assistance. Every year since 2018, we have set new records by implementing innovative programs to streamline the grants process further, establishing state-of-the-art performance metrics, enhancing staff development and engagement, and empowering employees. These initiatives enable us to grow our programs and bolster professional growth as individuals and as a team. At HWF Direct, our top priority is to provide the highest quality customer service, ensuring that our specialists take the time needed to resolve caller issues within the first contact. We proudly provide a compassionate, compliant, and completely satisfactory experience for those we serve. 556,889In 2024, we were honored to welcome 32 new full-time members to our HWF DirectCalls into hotlineteam, which now consists of more than 180 professionals ready to assist the more than 40,535 calls we receive from patients, caregivers, providers and pharmacies306,309 each month. Calls handled by Our key performance metrics focus on providing compassionate, responsive, specialistsand quality care to every caller. Our high standards continue to be recognized by those we serve. In 2024, the team was proud to: 15,009 Handle 556,889 calls through our hotline while maintaining a call capture Average monthly calls rate of 92%.handled by IVRMaintain a 99% staff retention rate. 40,535Grow our staff through internal promotions and welcome 32 new full-time hiresAverage callers assisted and 45 temporary hires.each monthCreate 311,750 grants via hotline, online applications, and portals.92% Handle:Average inbound call139,471documents submitted through our portals64% of our total volume. capture rate 58,033 documents faxed to us26% of our total volume. 21,961 documents received through mail10% of our total volume. 9:23 minutes Complete: Average call105,958 copay reimbursement/payment requests with an average processing time of 6 business days. 263,91530,187 premium reimbursement/payment requests with an average processingActively managed time of six business days. grants 45,213 email questions/requests an average response time of 2 business days.Thank you to our individual and corporate donors for allowing the HealthWellWe pride ourselves on high-quality customer Foundation to carry out our mission and to meet the critical, sometimes lifesaving,service and ensuring needs of the patients who reach out to us for assistance. that our specialists take the time needed to resolve caller issues within the first contact.HEALTHWELL FOUNDATION 2024 ANNUAL REPORT PAGE 7'