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, establishingstate-of-the-artperformancemetrics,enhancingstaffdevelopmentand 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. 519,692In 2023, we were honored to welcome 48 new members to our team, which nowCalls into hotlineconsists of more than 160 professionals ready to assist the more than 34,000 patients, caregivers, providers, and pharmacies who contact us each month. 253,560 Our key performance metrics focus on providing compassionate, responsive,Calls handled by and quality care to every caller. Our high standards continue to be recognized byspecialiststhose we serve. In 2023, the team was proud to:Handle 519,692 calls through our hotline while maintaining a call capture 13,035 rate of 91%.Average monthly calls handled by IVR Maintaina99%staffretentionrate. Implementanawardsandrecognitionprogramforthestaffandenhanceour 34,165performance management system for all employees. Average callers assisted each month Growourstaffthroughinternalpromotionsandwelcome48newmembers.Create 219,227 grants via hotline, online applications, and portals. 91% Handle:Average inbound call capture rate 136,614 documents submitted through our portals7% of our total volume. 49,622 documents faxed to us24% of our total volume. 18,542 documents received through mail9% of our total volume. 9:30 minutes Average call Respond to:108,713copayreimbursement/paymentrequestswithanaverageprocessing time of 21 business days. 183,300 Actively managed 23,279premiumreimbursement/paymentrequestswithanaverage grantsprocessingtimeoffivebusinessdays.38,708emailquestions/requestswithasamedayaverageresponsetime.We pride ourselves on Thank you to our individual and corporate donors for allowing the HealthWellhigh-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 2023 ANNUAL REPORT PAGE 7'