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MQA Q1 2014 - 2015
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Employee recognized as go-to expert
Tim Boyd, Regulatory Specialist II, Board of Clinical Social Work, Marriage and Family
Therapy, and Mental Health Counseling, was recognized by two separate applicants
for excellent customer service. A military spouse who was retiring to Florida and
applying for her Licensed Mental Health Counselor credentials said, “Tim was
assigned to my case and has been amazing at guiding me through a very complex
and convoluted process, as my education and experience comes from all over the
country. He has been patient, communicative and always very responsive, which
is the opposite of many of the horror stories I’ve heard from peers who have gone
through this process.” An online university counselor recommended Mr. Boyd to a
student exploring licensure in Florida and Georgia. The student: “I must say that
the service, response and helpfulness of Mr. Boyd far outshined that of Georgia’s.”
Mr. Boyd’s recognition as a go-to employee reveals his consistent commitment to
providing expert service to Floridians.
Applicant praises helpful employee
Ann Dentz, Government Operations Consultant I in the Bureau of Operations, helped
a new EMS captain through his first bulk renewal for Sunrise Fire-Rescue. The captain
had only been on the job a couple of weeks and was unfamiliar with MQA’s online
renewal process, so Ms. Dentz walked him through the process to renew and pay for
about 150 licenses. “Your cheerful voice and willingness to help, is truly appreciated.
It’s hard enough to do our jobs at times, even harder when unknown,” he wrote. Ms.
Dentz exemplifies our value of responsiveness and commitment to customer service.
Teamwork helped physician make deadline
Board of Medicine application processors Christopher Roberts and Le’Kesha Hodge
worked together to help an applicant achieve a quick turnaround on licensing. The
doctor contacted the board needing his license by the end of the day to make his
employer’s next credentialing meeting or his move would be delayed a month. The
two identified what documents were missing and assisted the doctor in completing
his application and making his deadline. Mr. Roberts’ and Ms. Hodge’s display of
the Department’s values of collaboration and responsiveness resulted in a Florida
licensee getting to work days faster.
Outreach educates on new requirements
Board employees promoted the new CE/CME reporting requirements to licensees
through presentations at industry association meetings. Outreach efforts prior to
mandatory reporting deadlines could reduce the number of phone calls board offices
will experience, and the difficulties health care practitioners may face in adhering to
the new reporting standards. In June, staff of the Board of Podiatric Medicine fielded
many questions at the Florida Podiatric Medical Association annual convention. In
July, Board of Psychology Program Aministrator Anna King shared information on the
integration with the CE Broker system during the Florida Psychological Association
convention. In August, Board of Respiratory Care Regulatory Supervisor Katrina
Adams attended the Florida Society for Respiratory Care convention.
We achieve our mission by serving our customers and engaging
our partners.
RESPONSIVENESS