Q4 • Quarterly Performance Report 2021-22 4 It is my pleasure to present to you the Quarterly Performance Report for the fourth quarter of the fiscal year 20212022. During this quarter, the Division of Medical Quality Assurance (MQA) celebrated many great successes that are included in the pages of this report. This report also includes information on key performance measures and highlights available consumer information. MQA constantly seeks improvement opportunities of our business processes to better serve licensees, practitioners, and health care consumers. Our staff works in conjunction with 22 regulatory boards and four councils to uphold the Department of Health's mission to protect, promote and improve the health of all people in Florida. We have been able to accomplish this through multiple initiatives as outlined below, ranging from educational presentations for graduates entering the workforce, to improvements in our customer service strategies. I am confident that the readers of this report will see our commitment to our mission and the health care practitioners, applicants and consumers we serve. Sincerely, Jennifer L. Wenhold, MSW, CPM • In April, the Boards of Medicine and Osteopathic Medicine hosted an online seminar for medical school program coordinators and doctors transitioning into their residencies. This online presentation, in cooperation with the Council of Florida Medical School Deans Graduate Medical Education Task Force, provided licensees with key information to expedite their licensing processes. • MQA is placing customers first as a result of installing a call-back assistant tool on the primary MQA Customer Contact Center phone line. Rather than waiting in the queue, this feature allows customers to schedule a returned phone call at a time convenient to them, saving time for customers and resources for the organization. The new enhancement also reduces the time to answer and call-abandonment rates and provides a better customer experience during periods of high call volume and longer wait times. • This quarter, MQA enhanced the artificial intelligence of our chatbot, ELI, to provide faster, more accurate responses to a wider variety of customer inquiries. As a result, ELI can conduct business at a higher level of performance, increasing customer satisfaction and using fewer resources to do so. Also, MQA positioned ELI to respond to changing customer needs by expanding the chat function to include online, voice, and text interfaces. Customers can now experience greater self-service through their preferred method of communication when conducting business, like processing payments for address and name changes or requesting a duplicate license. Letter From the Director Executive Summary MQA contributes to the mission of the Department of Health by licensing health care practitioners who meet statutory standards, enforcing laws and rules governing health care practitioners, and providing information to assist the public in making informed health care decisions. The Quarterly Performance Report, required by section 456.025(9), Florida Statutes, serves as a road map for accomplishing the mission and includes information on revenue and expenditures and performance measures. Additionally, section 456.065(3), Florida Statutes, requires the inclusion of all financial and statistical data resulting from unlicensed activity enforcement.
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