Enhancing Licensure Efforts with MQA’s Virtual Agent, ELI In March, MQA expanded its Virtual Agent, ELI, to answer phone calls from customers interacting with the Boards of Opticianry and Athletic Trainers. ELI is now the first agent holding voice conversations with customers in 19 profession offices. As such, ELI fielded over 185,000 voice calls and nearly 60,000 web chats from health care practitioners, applicants, and consumers. By expanding ELI’s impact to other offices, MQA is supporting the licensure efforts of more health care practitioners and applicants from additional professions with an artificial intelligence solution producing accurate, faster, and tailored information at times most convenient for them. These enhancements have not only improved overall satisfaction but also strengthened trust in MQA's commitment to meeting practitioners evolving needs effectively. To learn more or access ELI, visit FLHealthSource.gov/eli or find ELI at the bottom of any respective board website. INNOVATION - We search for creative solutions and manage resources wisely. COLLABORATION - We use teamwork to achieve common goals and solve problems. Advancing Nursing Education Outcomes In February, the Board of Nursing (Board) hosted a Nursing Educator Workshop that provided consistent information to nursing program facilities, proactively addressing the complexity of the licensure application process to ensure clarity and accuracy for all applicants. The Board remains committed to enhancing the educational framework for nursing graduates, boosting their readiness and success in meeting the National Council Licensure Examination (NCLEX) requirements. As a result of this workshop, more than 90 participating nursing program facilities exchanged best practices to improve NCLEX pass rate outcomes and interacted with the Board’s streamlined licensure application process to enhance clarity and ease of understanding for prospective graduates. AROUND MQA Guided by the core values of innovation, collaboration, accountability, responsiveness, and excellence, this section highlights some of MQA’s quarterly accomplishments by dedicated teams who tirelessly contribute to public protection and regulatory efficiency in Florida. ACCOMPLISHMENTS Q3 • Quarterly Performance Report • FY 2023-24 3
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