CHAA STUDY GUIDE 100% Accurate!!
Master Study Guide I - ANSWERS
Pre-Encounter - ANSWERS
1.ATTITUDE / BEHAVIOR - ANSWERSCustomer Service impressions are formed by
the staff's ATTITUDE (state of mind) and BEHAVIOR (action/reaction) towards them.
2.CUSTOMERS - ANSWERS_____________ may be any patient, family member,
visitor, physician, other hospital personnel, third party payer, vendors, suppliers, etc.
3.DEPARTMENTS/EMPLOYEES/ORGANIZATION - ANSWERSInternal customers are
people in other____________, fellow ___________, management, information services,
etc. within the _______________ who all work together in caring for the patient.
4.OUTSIDE - ANSWERSExternal customers are those _________________ the
organization who work with us in caring for the patient.
5.COMPASSION - ANSWERSDemonstrating ________________ is equally as
important as assuring a clean and accurate claim is generated.
6. - ANSWERSThree Key Questions to handling customer issues:
a.PROBLEM - ANSWERSWhat is the ___________?
b.CORRECT - ANSWERSWhat has the customer attempted to do to ____________ the
problem?
c.OUTCOME - ANSWERSWhat would the customer like to see as an ___________?
7.UNIT/WRITING - ANSWERSEvery effort should be made to resolve the problem at
the __________level. If unable to do so, submit the issue in ____________to the
Manager who will follow up with the patient.
8.PARTNERS - ANSWERSPatient safety is enhanced when patients are
_____________ in the healthcare process as much as possible.
9.EDUCATING - ANSWERS_______________ patients on their rights and
responsibilities enhances this partnership.
10.DECISIONS - ANSWERSThe PAS should recognize that each patient is an
individual with unique healthcare needs, and be committed to assist them in exercising
their own healthcare __________________.
,11.LANGUAGE/12/POSTED - ANSWERSState and Federal laws require us to provide
the rights and responsibilities to patients upon admission in a _______________ the
can understand, in no smaller than _______ point font (unless otherwise required...this
is typed in 12 pt font). Patient's Rights will be ___________ in key locations throughout
the facility as well.
12.COMPETENCE - ANSWERSCOMPASSION = _______________
13.COMMUNICATION/RECEIVED - ANSWERS_____________________ is the
process in which messages are transmitted. Effective communication isn't only talking; it
also includes ENSURING YOUR MESSAGE HAS BEEN _______________.
14.55/38/7 - ANSWERSCommunication is ________% Body Language, ____% Tone of
Voice, and _____% the Words you use.
15.ENCODED - ANSWERSMessages are _______________ through words, gestures,
tone of voice, etc.
16.TRANSMITTED - ANSWERSMessages are _______________ face to face, over the
phone, letter, email, text, etc.
17.DECODED - ANSWERSMessages are ________________ by the person who
receives it when they try to figure out what it means.
18.FEEDBACK - ANSWERSWhen communicating, you must OBTAIN
_____________to clarify the message was received accurately.
19.MEDICAL JARGON - ANSWERSFancy medical words that the patient may not know
are referred to as _________________ _____________. Avoid using this at all costs.
20.PARALANGUAGE - ANSWERSTone, pitch, quality and range of speech that is
affected by cultural and regional dialects and accents is known as
______________________.
21.NONVERBAL - ANSWERSReading ____________________ communication cues
from patients will often tell you if they are nervous, defensive, angry, etc.
22.HEAR /EMPATHIZE/APOLOGIZE/TAKE RESPONSIBILITY - ANSWERSApply
HEAT to situations involving angry patients. H- ______________________; E-
_______________; A- _____________________; T-__________________.
23.OPEN - ANSWERSAsk ____________ ended questions that begin with who, what,
when, where, why.
, 24.DIFFUSE - ANSWERSYour role in dealing with angry patients is to
________________ the situation by acting with patience, tact, and diplomacy.
25.BELITTLE - ANSWERSNever _______________ or make light of their problem.
26. - ANSWERSThree things registration staff should be able to do is:
a.REGISTRATION/INSURANCE - ANSWERSAsk the right questions to complete
______________ and verify ______________.
b.BILLING - ANSWERSAnswer patient's questions relating to registration and
____________.
c.ACCURACY - ANSWERSComplete registration with a high level of _____________.
27.FLOW/MINIMIZE - ANSWERSScheduling is necessary to maximize patient
_________________ and __________________ wait time.
28.DOCUMENTED - ANSWERSIf it is not ____________________, it did not occur.
29.DOB/ADDRESS/PHONE #/ALTERNATE MAILING ADDRESS/ALTERNATE
CONTACT INF/EMPLOYMENT STATUS/EMPLOYER INFO/RELIGIOUS
PREFERENCE/ADVANCED DIRECTIVE INFO/NEXT OF KIN INFO/INSURANCE
INFO/SERVICE TYPE/SERVICE LOCATION - ANSWERSName 5 data elements that
may be required in the registration system: _______________, ________________,
___________________, _______________, ________________.
30.FIRST - ANSWERSPatient Medical Record Number is assigned on their
______________ visit.
31.TEN - ANSWERSMedical records must be maintained for a minimum of _______
years.
32.ANYTIME - ANSWERSPatients can request copies of medical records
______________.
33.PAYMENT/OUT-OF-POCKET/FUNDING - ANSWERSFinancial Clearance is also
known as "financial pre-determination" and is where the provider identifies
______________ sources to assist the patient in determining their expected
_____________________ costs, reimbursement, and alternative _____________
sources.
34.PRIOR/SURPRISES - ANSWERSPatient must understand their financial obligation
or portion of the final bill _____________ to receiving services. Avoiding financial
_________________ promotes good customer service.
Master Study Guide I - ANSWERS
Pre-Encounter - ANSWERS
1.ATTITUDE / BEHAVIOR - ANSWERSCustomer Service impressions are formed by
the staff's ATTITUDE (state of mind) and BEHAVIOR (action/reaction) towards them.
2.CUSTOMERS - ANSWERS_____________ may be any patient, family member,
visitor, physician, other hospital personnel, third party payer, vendors, suppliers, etc.
3.DEPARTMENTS/EMPLOYEES/ORGANIZATION - ANSWERSInternal customers are
people in other____________, fellow ___________, management, information services,
etc. within the _______________ who all work together in caring for the patient.
4.OUTSIDE - ANSWERSExternal customers are those _________________ the
organization who work with us in caring for the patient.
5.COMPASSION - ANSWERSDemonstrating ________________ is equally as
important as assuring a clean and accurate claim is generated.
6. - ANSWERSThree Key Questions to handling customer issues:
a.PROBLEM - ANSWERSWhat is the ___________?
b.CORRECT - ANSWERSWhat has the customer attempted to do to ____________ the
problem?
c.OUTCOME - ANSWERSWhat would the customer like to see as an ___________?
7.UNIT/WRITING - ANSWERSEvery effort should be made to resolve the problem at
the __________level. If unable to do so, submit the issue in ____________to the
Manager who will follow up with the patient.
8.PARTNERS - ANSWERSPatient safety is enhanced when patients are
_____________ in the healthcare process as much as possible.
9.EDUCATING - ANSWERS_______________ patients on their rights and
responsibilities enhances this partnership.
10.DECISIONS - ANSWERSThe PAS should recognize that each patient is an
individual with unique healthcare needs, and be committed to assist them in exercising
their own healthcare __________________.
,11.LANGUAGE/12/POSTED - ANSWERSState and Federal laws require us to provide
the rights and responsibilities to patients upon admission in a _______________ the
can understand, in no smaller than _______ point font (unless otherwise required...this
is typed in 12 pt font). Patient's Rights will be ___________ in key locations throughout
the facility as well.
12.COMPETENCE - ANSWERSCOMPASSION = _______________
13.COMMUNICATION/RECEIVED - ANSWERS_____________________ is the
process in which messages are transmitted. Effective communication isn't only talking; it
also includes ENSURING YOUR MESSAGE HAS BEEN _______________.
14.55/38/7 - ANSWERSCommunication is ________% Body Language, ____% Tone of
Voice, and _____% the Words you use.
15.ENCODED - ANSWERSMessages are _______________ through words, gestures,
tone of voice, etc.
16.TRANSMITTED - ANSWERSMessages are _______________ face to face, over the
phone, letter, email, text, etc.
17.DECODED - ANSWERSMessages are ________________ by the person who
receives it when they try to figure out what it means.
18.FEEDBACK - ANSWERSWhen communicating, you must OBTAIN
_____________to clarify the message was received accurately.
19.MEDICAL JARGON - ANSWERSFancy medical words that the patient may not know
are referred to as _________________ _____________. Avoid using this at all costs.
20.PARALANGUAGE - ANSWERSTone, pitch, quality and range of speech that is
affected by cultural and regional dialects and accents is known as
______________________.
21.NONVERBAL - ANSWERSReading ____________________ communication cues
from patients will often tell you if they are nervous, defensive, angry, etc.
22.HEAR /EMPATHIZE/APOLOGIZE/TAKE RESPONSIBILITY - ANSWERSApply
HEAT to situations involving angry patients. H- ______________________; E-
_______________; A- _____________________; T-__________________.
23.OPEN - ANSWERSAsk ____________ ended questions that begin with who, what,
when, where, why.
, 24.DIFFUSE - ANSWERSYour role in dealing with angry patients is to
________________ the situation by acting with patience, tact, and diplomacy.
25.BELITTLE - ANSWERSNever _______________ or make light of their problem.
26. - ANSWERSThree things registration staff should be able to do is:
a.REGISTRATION/INSURANCE - ANSWERSAsk the right questions to complete
______________ and verify ______________.
b.BILLING - ANSWERSAnswer patient's questions relating to registration and
____________.
c.ACCURACY - ANSWERSComplete registration with a high level of _____________.
27.FLOW/MINIMIZE - ANSWERSScheduling is necessary to maximize patient
_________________ and __________________ wait time.
28.DOCUMENTED - ANSWERSIf it is not ____________________, it did not occur.
29.DOB/ADDRESS/PHONE #/ALTERNATE MAILING ADDRESS/ALTERNATE
CONTACT INF/EMPLOYMENT STATUS/EMPLOYER INFO/RELIGIOUS
PREFERENCE/ADVANCED DIRECTIVE INFO/NEXT OF KIN INFO/INSURANCE
INFO/SERVICE TYPE/SERVICE LOCATION - ANSWERSName 5 data elements that
may be required in the registration system: _______________, ________________,
___________________, _______________, ________________.
30.FIRST - ANSWERSPatient Medical Record Number is assigned on their
______________ visit.
31.TEN - ANSWERSMedical records must be maintained for a minimum of _______
years.
32.ANYTIME - ANSWERSPatients can request copies of medical records
______________.
33.PAYMENT/OUT-OF-POCKET/FUNDING - ANSWERSFinancial Clearance is also
known as "financial pre-determination" and is where the provider identifies
______________ sources to assist the patient in determining their expected
_____________________ costs, reimbursement, and alternative _____________
sources.
34.PRIOR/SURPRISES - ANSWERSPatient must understand their financial obligation
or portion of the final bill _____________ to receiving services. Avoiding financial
_________________ promotes good customer service.
