HWF Direct, LLC
HWF Direct, LLC is a wholly-owned subsidiary of the HealthWell Foundation and is located in Frederick, MD.
Our Mission: To provide compassionate, compliant and complete customer service through our innovative cloud-based contact center solutions and by an empowered, mission driven, dedicated staff.
At a Glance
Our dedicated contact center, HWF Direct, LLC., was established with the mission to provide unparalleled customer service to the tens of thousands of patients who reach out to us every year for assistance. Every interaction, whether inbound or outbound, is characterized by compassion, compliance and completeness. Our team is comprised of diverse individuals who share our core values of Customer Service, Transparency and Innovation and are committed to taking the time needed to resolve caller inquiries, email requests, and payment submissions accurately within the first contact.
Since opening in 2018, HWF Direct has:
- Established a permanent staff of over 180 professionals
- Received recognition by the Frederick County Office of Economic Development as a major Frederick County employer
- Contracted with Hope Charities and New York State’s Adult Cystic Fibrosis Assistance Program to administer their patient assistance programs
- Received recognition by USA Today and The Washington Post as a Top Workplace in 2024
- Dedicated over 400 hours to volunteering in the community
HWF Direct by the Numbers
-
More than 40,500 callers assisted each month
-
Actively managed over 263,900 grants
-
Average monthly calls handled by automated phone system: 15,000
-
Calls into hotline over 556,800
-
Top workplace from USA Today and Washington Post
-
Average inbound call capture rate: 92%
Contact Center Leadership
Michael King
Program Director
Hajin Moon
Associate Program Director
- Alexis Ashby, Program Manager, Enrollment Department
- Jenny Gilbert, Program Manager, Enrollment Department
- Shanna Miller, Program Manager, Processing Department
- Alex Hirsch, Program Manager, Grant Support Department
- Brian Lord, Program Manager, Quality Assurance Department
- Vita Bissielou, Program Manager, Reports Department
- Monica Allen, Program Manager, Training Department
Phone: (800) 675-8416 Fax: (800) 282-7692
Hours: M-F 9am-5pm EST
Customer Service Standards
Compassionate | Compliant | Complete
Following is a carousel of featured content. Use the next and previous buttons to navigate.
