Expanding MQA’s Virtual Agent: ELI’s Growing Impact on Customer Service in Health Care Regulation In Quarter Four, MQA expanded its Virtual Agent, ELI, to serve voice customers interacting with the Board of Clinical Social Work, Marriage and Family Therapy, and Mental Health Counseling. The total number of chat queues managed through ELI is now up to 31. As such, ELI fielded a record-breaking 213,453 voice calls and nearly 67,450 web chats from health care practitioners, applicants, and consumers. By broadening ELI’s interaction to more offices, MQA is enhancing the licensure process for a wider array of health care practitioners and applicants. MQA leverages this cuttingedge technology to provide immediate, personal, and actionable information at times best for customers, not only increasing overall satisfaction but also reinforcing trust in MQA’s commitment to efficiently meeting the changing needs of practitioners. To learn more or access ELI, visit FLHealthSource.gov/eli or find ELI at the bottom of any respective board website. RESPONSIVENESS - We achieve our mission by serving our customers and engaging our partners. EXCELLENCE - We promote quality outcomes through learning and continuous performance improvement. Streamlining Nursing Licensure: The Impact of the Nursing Program Portal MQA collaborated with the Florida Board of Nursing to revolutionize the nursing licensure process with the development of the Nursing Program Portal (NPP). This innovative solution addresses the challenges of manual processing during peak graduation periods, where hundreds of school lists and transcripts required meticulous review, often leading to delays in applicant approvals. By enabling Florida nursing programs to submit graduation information electronically, the NPP can automate the data upload and verification process within two business days, drastically reducing wait times and ensuring that applicant files are accurately and swiftly updated. The NPP not only streamlines the licensure process but also accelerates nursing graduates' entry into the workforce. Each day there is a delay in licensing a new health care practitioner results in less money to the economy and less access to care for Floridians and visitors; the average annual wages in Florida for a registered nurse, for example, reflects a salary of $79,910. In three months, the NPP has saved MQA 392 hours of work for application processors, totaling $6,056 in cost savings and demonstrating MQA’s commitment to leveraging technology for improved service delivery and strengthening Florida’s health care system. 5 Q4 • Quarterly Performance Report • FY 2023-24
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