Bureau of Enforcement by Deputy Sheriffs, certified medical specialists, drug diversion specialists, internal subject matter experts, and more. This gathering provided a vital platform to address emerging trends, legislative updates, updated protocols and processes, and best practices in health care regulation, reaffirming MQA's commitment to fostering excellence and staying at the forefront of investigative expertise. ELI UPDATE MQA’s Virtual Agent, ELI, is an artificially intelligent chatbot that provides real-time customer service on MQA’s board web pages. ELI is available after hours, during the weekend, and on holidays, which allows practitioners to manage licensure applications and receive assistance at times that are convenient for them. With this streamlined process, MQA agents are empowered to focus on complex inquiries, reduce wait times, expand MQA interaction channels, and enhance customer experience. In Quarter Two, MQA live agents answered over 50,000 phone calls and 4,200 chats from health care applicants, practitioners, and consumers while ELI fielded more than 129,000 voice calls and 41,000 web chats. By leveraging ELI and remaining committed to teamwork and outstanding customer service, MQA experienced a 17.4% growth in the number of calls answered in comparison to last year’s second quarter. To learn more about ELI, visit FLHealthSource.gov/ eli or interact with ELI at the bottom of any respective board website. CELEBRATING VETERAN HEALTH HEROES AND PAYING TRIBUTE TO THEIR SERVICE In 2023, MQA proudly unveiled the Florida Veteran Health Heroes publication, a tribute to those who have served in the armed forces and continue to make invaluable contributions to the health care landscape. This report not only highlights the dedication of our Florida Veteran Health Heroes but also showcases the Department of Health's (Department's) commitment to supporting military personnel in their professional endeavors. We call them Veteran Health Heroes; despite taking off their uniforms, they have never stopped serving. To learn more about the evolution of military licensure pathways, the Office of Veteran Licensure Services, and the 2023 Florida Veteran Health Heroes publication, visit FLHealthSource.gov/OVLS. Q2 • Quarterly Performance Report • FY 2023-24 4 In Quarter Two, ELI fielded 129,000 voice calls and 41,000 web chats. MQA answered over 50,000 phone calls from health care applicants
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